McDonald's — Restaurant in Champaign

I had an absolutely unacceptable experience at this McDonald's due to an incredibly rude and unhelpful employee. I placed my order through the self-service machine but didn’t receive a paper receipt. However, I noted my order number from the screen. When I went to the counter, the employee claimed that no order had been received. I explained that I had already been charged—the McDonald’s app showed my order history, and my bank account displayed a pending transaction. Instead of helping me troubleshoot the issue, he dismissed my concerns and insisted my order didn’t exist because I hadn’t made a payment. I tried placing my order twice more using the same machine, and both times, the order showed up in my app and bank transactions. Yet, he continued to refuse any assistance, growing impatient and dismissive. This not only delayed my meal but also left me feeling completely ignored and disrespected. To resolve the issue myself, I used a different machine, and the order finally went through. At that point, I kindly suggested that he check the problematic machine, but he didn't check it at all. I then attempted to cancel my previous orders but found that I couldn’t. When I asked to speak with a manager, he told me the manager would arrive in 10-15 minutes. What happened next made it clear that he was never interested in helping. At one point, he called out some order numbers and asked if any were mine, but since he had already told me my order didn’t exist, how was I supposed to recognize them? After waiting 20 minutes, I asked again, and he simply shrugged, saying he didn’t know when the manager would come. I refused to accept this complete lack of accountability and insisted on speaking to someone else. Finally, he asked a co-worker to assist me, and within minutes, she found my orders and issued a refund. The receipt clearly showed the exact time I placed the order—proving that my payment had gone through the entire time. What he failed to find in 1.5 hours, she resolved instantly. This experience was not just frustrating—it was unacceptable and harmful. I wasted 1.5 hours of my time, was falsely accused of not paying, and experienced unnecessary stress and embarrassment. Instead of receiving assistance, I was met with hostility, neglect, and complete disregard for my concerns. McDonald’s needs to take this matter seriously. This employee was either completely incompetent or intentionally unhelpful. Either way, this level of service is unacceptable, and management must ensure proper training to prevent this from happening to others. Customers deserve to be treated with respect and fairness—this experience was the...

DO NOT GO TO THIS LOCATION DURING DINNER HOURS!

After work, I placed an order for mobile pick-up with my 2 daughters. I arrived at 4:45PM and at 5:20 my food still did not come out. I’m a very patient person and I understand that staffing shortages do exist. However, I went inside and noticed 5 other customers who had been waiting for over an hour for each of their orders. I also noticed that they were fully staffed but not a single employee was engaging not one single customer, not asking anyone what order they were waiting for, not apologizing for the delay, etc. Every customer that tried to get the attention of an employee would roll their eyes and purposely ignore them. One employee was on her cell phone by the fries and another was crushing a cup for fun with his hands. It was the worst customer service at a food establishment I have witnessed. I’ve been going to this McDonalds for over 15 years, and it has been going downhill for a long time.

I waited patiently in the lobby along with everyone else until it was my turn. I just politely stated I had waited for over 35 minutes in pick-up for food and after waiting in the lobby for 20 minutes, I just wanted a refund at this point. Since I paid with the order through my phone and not a physical card, the manager did not know how to refund the money. So, I drove 15 minutes home to get my card and drove 15 minutes back for her to refund my order. When I got back the same people who were previously waiting for food were still waiting. After a brief wait, I was able to get my money refunded on my card.

I left there in disbelief at the disregard and rudeness for patiently waiting customers, some with little children who shouldn’t have to wait 45 minutes to an hour for happy meals. To the lady who waited in line for 20 minutes to order just to be told they weren’t accepting cash. I’m sorry you were treated so rudely.

This location needs to do better and get management who can assemble a great team like they have on morning shift! There is simply no presence of anyone in charge and definitely not anyone to guide their team on customer...

I had an extremely disappointing experience at the McDonald’s on Kirby. I placed a $15 mobile order through the app, but when I arrived at the drive-thru speaker, I was told they were not accepting mobile orders and that I’d receive a refund in 1–3 days. This was frustrating because this exact issue happened to me before — and I never received that previous refund. When I pulled up to the second window, I asked for either my food or a cash refund. Multiple employees came to the window telling me to “pull forward” for other customers, but I had already paid ahead and deserved to have my order prioritized or properly refunded. One employee told me they were doing “nothing” to resolve it, and when I asked for the manager, that same employee refused to get them and said the manager didn’t want to talk to me. She also refused to provide her name. After waiting around 15 minutes, I left to pick up my dad and returned. Only then—after showing my order again—did the manager give me my food without any issue. I’m confused as to why it took my dad being present for the problem to be resolved when it should have been handled the first time. If mobile orders aren’t being accepted, the app should not allow purchases to go through, and clear signage should be posted at the drive-thru. The unprofessionalism and lack of communication at this location were unacceptable. I hope management or corporate addresses this issue so no other customer has to go...