McDonald's — Restaurant in City of Rochester

I visited the location for the first time and went thru the drive thru. This encounter was very upsetting. The clerk that waited on us was very quick, rude, and pushy. She was on a cell phone when we pulled up to the first window. This explained why she was the way she was. I don't remember the date for that incident. The 2nd visit was on Monday morning at 1:08 am. This was a drive thru visit also. When we went thru the drive thru the clerk was highly rude. We asked for a 4 piece kids meal she responded with we don't serve that at this time of night. I asked what you serve and she said look at the menu. I said we are looking at the menu. She said well it shows right there. I said that is the menu I sm.trying to order from. She told me well we have an after midnight menu. I told her where can I find it and she said it was right in front of me. I asked her so what can I order after midnight. She very much with an additude read everything you sell after midnight. I finally located the sign after looking on the ground. I pull up to the window. She takes my money aggressively. We pull to the pick up window and express our concerns to the manager. He says I am sorry I didn't hear anything because I don't have a headset on. We then get our food the fries are freezing cold and no salt on them. We hand them back and ask for your phone number he gladly gives us the information. Hands us fresh fries and we pull away. As we pull away we see your cashier running into a car Explains the rush. So we contact the store manager Brandy. She fixes the issue and gives us 2 free meals. Now we go into the store yesterday and order. We explain that we are there for free meals that the information is in the book. The cashier that had his shirt unbuttoned, shirt hanging out not tucked in, looked like he had gotten the shirt from the fryers. He looks at Lisa the manager and says out loud you know about this? She says yes. We order the meals large size. He says you can't have them Large size they have to be medium. I said she told me any size so once again he out loud asks Lisa if they can do it? So I said forget it and I would contact Brandy again about it. Then after I said that Lisa said just give it to the complainer. So we get our food and eat it. Not at all a clean restaurant. Then emailed corporate office requesting a call from them and they have the store manager call me. All she did was apologize for the...

This honestly, hands-down, has to be THE single WORST McDonalds I've been to in my entire life. Not sure if staffing issues are partially to blame but we ordered at a kiosk that then turned out to be broken so we stood in line for 20 minutes waiting to pay for the order that had supposedly gone through. The cashier was working the register, the beverage area, AND was serving customers at their tables all while the kitchen staff moved like they were getting paid $15/second instead of per hour. We waited at least 25 more minutes before asking about the progress of our order, which wasn't even listed on the order monitor. We had to inquire three times, all while other customers were being served incorrect orders and drive-thru customers were filing in to complain about their orders as well. Finally, after almost an hour of waiting (from the moment of the kiosk disaster on), we were told that the items we had ordered were no longer available. I opted for a refund and waited 5 minutes for a manager, who looked either exhausted or inebriated, and had to repeat a number of times what I had ordered. In the middle, a girl came out with a small bag containing two sandwiches and two hash browns and told us we were good. We were not good. We ordered three sandwiches and four hash browns. The sandwich was unavailable (although it was the exact same as one that was already in the bag) and she'd only dropped two out of four hash browns. I opted not to wait around more and took my $6 refund. The worst part was all of the UberEats and DoorDash drivers that were also made to wait 20 minutes or more for orders they had been told were ready and bagged when they arrived. Considering the busy area this restaurant is located in, you would think the GM would ensure they had a strong and capable staff who moved with a quickness and a sense of urgency. I saw none of that there. Although the staff was polite, it doesn't make up for the lack of care displayed as each one of them performed their jobs. We just moved within two miles of this location today but we will definitely be opting for the Mt Hope location instead of Monroe Ave. So ridiculous and unacceptable. I've never seen anything like it in my life. The franchise owner should be ashamed. From the looks of the Google reviews this location used to be pretty decent. Doesn't appear to be that...

I recently had a very upsetting experience at this McDonald’s location with a manager named Ky’asia (apologies if I’ve misspelled her name). I went through the drive-thru and ordered a snack wrap, specifically requesting mayo instead of ranch due to an allergy to ingredients commonly found in ranch. When I received my order, the label read “special request: extra ranch,” and the wrap smelled strongly of it.

I went inside and politely asked if it could be remade, simply because I wanted to eat safely and avoid any allergic reaction. Before the cashier could even respond, the manager stepped in, refused to take the food back, and handed the wraps back to me. She accused me of lying and said, “You’re wasting my time.” She was extremely rude, dismissive, and used inappropriate language in front of customers and staff.

As someone who has worked in the food industry, I understand how demanding the job can be, and I approached the situation with complete respect and calmness. Unfortunately, I was met with hostility and aggression. I then asked for a refund since she wasn’t willing to remake the food, and even that request upset her. Throughout the refund process, her tone remained harsh, and she handled the situation with no professionalism or empathy.

I studied business and have years of customer service experience. This is not the type of leadership that should be managing any restaurant. Regardless of where someone works, there should be a basic level of respect when interacting with customers—especially when the concern involves an allergy and is brought up respectfully.

I’ve contacted corporate and will be following up with the franchise owner. I truly hope no one else has to go through this just to get...