McDonald's — Restaurant in Cumming Township

This is a few days overdue. On Sunday (Mothers Day) I was heading through Rose City and Witnessed a RARE observation of what I considered EXCELLENT customer service by the General Manager Chris (I believe his name was Chris?). There was a customer that was not happy with an order - and I heard the Entire thing from the second window while waiting for my food... This customer had apparently came back around the drive-thru, and Chris advised them to just drive on up to the 1st window (I was at the 2nd window). The customer in a stern voice explained his displeasure with the order.... Chris in a Very Professional Tone, was sincerely apologetic to the mans displeasure (BUT, he did NOT apologize about the situation! which I thought was HUGE). the man's order had something to do with Double Pickles and Double Onions, and then there were things on it that he didn't want, and I believe even something about the meat not being how he wanted it, etc, etc, etc... It was a LOT to take in for a Fast Food restaurant, imo). Chris diffused the situation with his professional and concerned tone - and talked with the man about the specifics of his order - and offered up a description of things and how they are done - and how the man can help Them to get the order right in the future, etc. It was a Very Impressive conversation in that the "time" was taken to understand the customers situation and offer up how they can all do better the next go round... Its funny to think how this situation Could have gone bad - should Chris has taken another tone or tact... Once Chris explained things, the customer was also able to see/understand how things turned out as they did, resulting in a wrong order in his eyes... Anyway, it was nice to witness that level of customer service, and wanted to Recognize Chris for his Customer Service and Professionalism in handling that situation... I HATE the saying "the customer is always right" cause customers are generally a**holes. Chris was able to be apologetic of the situation, without admitting fault or admitting any wrongdoing, while educating without being condescending, to work towards a resolution - and a happy customer. ...

Well I didn't think it would have to come to this but unfortunately. I just spoke to a manager about our experience at the Rose City McDonald's on New Year's Eve at 8:30 p.m..We walked into the restaurant no one came to the register. After 5 minutes standing there I finally went and use the restroom. I came out my wife had still not ordered, because nobody acknowledged that we were even there. She ended up using the kiosk to order. 18 minutes after she ordered we finally got our order. No one was in the Drive-Thru just one lady sitting in the corner of the store waiting for her order as well. No one ever came out. The manager I just spoke to seemed not to care and acted like it was no big deal There was three people working. We ordered two four for five meals....... 18 minutes after the order the girl finally brought it out to us!!!! We would have gotten our normal Double Quarter meals with an extra triple cheeseburger and chicken nuggets but for the length of time it took standing there we just got the cheap stuff something easy. My wife has worked at McDonald's as a manager before so she knows how it's supposed to go behind the counter and in the back. I'm not looking for any free food or anything like that however an apology would have went a long way with that manager but like I said she didn't seem to care so that will be our last trip through the Rose City McDonald's. Don't get me wrong I understand how fast food works and if you're slammed things get behind however they were not busy by any means. Hopefully somebody a little higher up than the girl that I just talked to sees this and actually cares. Social media is...

This is the second time we went into this restaurant and had poor service the food was cold and the person at the counter did not want to serve us, he wanted us to use the kiosk to order. We were planning to eat inside the restaurant and there wasn't a clean table in the entire restaurant. We chose the cleanest dirty table. We pointed that out to the young man at the counter and he informed us that they just had a rush. Ok, we were the only people in the restaurant but he still did not clean the tables. Another couple came in looking for a table and chose the next cleanest dirty table. When people started coming in, they told them if they wanted food, they would have to use the kiosk or there would be a 30 minute wait. We asked for a refill on our tea and were told they couldn't refill our cup so they brought us two small cups of ice...NO tea. When we asked about the tea, we got a nasty look and the young man disappeared for 20 minutes. He finally came back with two small cups of tea and asked rudely "Is this what you want?" Now we had 4 small cups in addition to our two large ones. I used the ladies restroom and it was also dirty. It looked like it had not been cleaned in awhile because not only was there garbage on the floor the toilet bowls were nasty. I will never go to this McDonald's, nor would I ever recommend it to anyone. The entire experience was not like anything I would expect from...