McDonald's — Restaurant in Cutler Bay

Subject: Poor Experience at McDonald’s – 10855 Caribbean Blvd, Cutler Bay, FL 33157

Dear McDonald’s Customer Service,

I am writing to formally file a complaint regarding a very disappointing experience I recently had at the McDonald’s located at 10855 Caribbean Blvd, Cutler Bay, FL 33157.

This visit turned into a 12-mile nightmare. I had placed a large order for my family, only to discover when I got home that the two 10-piece Chicken McNuggets were missing. My children were left without their food, and I had no choice but to drive all the way back to the restaurant.

When I arrived at the drive-through window and explained the situation, the manager’s response was completely unacceptable. Instead of apologizing or making things right, she looked at me as if I were lying. I provided my order number and explained that I had placed a large order, yet both managers discussed the matter amongst themselves in a dismissive manner. For goodness’ sake—it was just two 10-piece nuggets. Do you really believe I would drive back to try to scam two small items after spending a significant amount of money on a large order? A simple check of the log, receipts, and inventory would confirm that the nuggets were never packed.

Not only was there no apology, but the first manager even appeared upset with me for raising the issue. That is no way to treat a paying customer.

I requested that my cold fries and watered-down Coke be replaced since I had to make the unnecessary round trip, but again, I was made to feel like I was at fault so they charge me for the large Coke and large fries on a separate ticket even though the one that I paid for was cold and watered down at my house. To make matters worse, the nuggets I was finally given were poor quality—one order was overcooked, and the other tasted as though it had been sitting in the warmer for too long. They were completely inedible, and I ended up throwing them away.

This was not the first time this has happened at this location. In the past, I’ve simply taken the loss and moved on, but this repeated issue is unacceptable. After reviewing the Google rating of 3.4 stars for this store, I can see that inaccurate orders and poor service appear to be common practice here.

McDonald’s slogan is “I’m loving it” and your mission statement is “to make delicious feel-good moments easy for everyone.” Unfortunately, my experience at this store was the opposite. Management failed to demonstrate accountability, professionalism, or even the most basic courtesy.

I strongly urge McDonald’s corporate office to address the issues at this location. The managers and employees need better training in customer service, accuracy, and respect for customers. Without accountability, this store will continue to damage the reputation of the McDonald’s brand.

I hope to hear back from you soon regarding what steps will be taken to correct...

Worst Customer Service Experience of My Life

On January 9, 2025, I was driving on the highway near Cutler Bay City, heading back home to Boca Raton. Feeling a bit tired from the long drive, I decided to stop at a McDonald's to grab a coffee and take a short break before continuing my journey.

After a quick search, I realized I had already passed the McDonald's located at 10855 Caribbean Blvd, Cutler Bay, FL 33157, by about 3.5 miles. Still, I decided to turn back and head there.

I parked my car and placed an online order through the McDonald's app at exactly 4:59 PM for 1 Premium Coffee. Thinking it was just a coffee, I assumed it would be quick.

However, after waiting for 5 minutes, there was no sign of my order. There was an employee assisting other customers who had arrived after me, so I approached him to ask about my coffee. He looked annoyed, mumbled something, and said, “I’ll check,” but continued helping other customers at the counter instead of addressing my order.

By the time 7 minutes had passed, I was already getting frustrated. I asked about my coffee again, and his response was the same: an irritated “I’ll check.” Finally, after 9 minutes, he finished assisting a customer who had just arrived and went to the back.

What really upset me was overhearing him speaking in Spanish to a colleague, saying, “This coffee will take 5 hours.” He stayed in the back for another 4 minutes, completely ignoring the urgency. This is NOT McDonald’s customer service—this is unacceptable.

At this point, I was beyond frustrated. When he finally brought the coffee out at 5:13 PM—a full 14 minutes after I placed my order—I told him, “Cancel my order, and I want to speak with your manager now!”

He called someone named Carlos, who claimed to be the manager, but I highly doubt it. Both of them looked very young and seemed more like coworkers rather than a manager-employee relationship. Neither of them had name tags, but they were easy to identify as both wore gold chains with a Jesus face pendant. I also overheard the employee being called "Roger" (if I’m not mistaken).

These two individuals are not fit for customer-facing roles. Perhaps they could work in roles away from customers, but even that is questionable given their unprofessional behavior. I hope McDonald’s addresses this glaring issue and ensures these individuals no longer represent the values of your esteemed company.

Thank you for your attention to this...

walked in and stood in front of the register for almost 15 minutes and nobody would take my order. i asked if someone could help me and the answered with ( we cant help you , you must use the kiosk to take the order) would have been great to know this 15 minutes before when i walked in. of the 4 kiosk on 1 was working. choose my order , then the machine asked me to get a number form the hat next to the machine. there was none there. i walk back up to the counter to ask what to do. employee then tells me to make up any number. so i do that and then the machine doesn't print out my receipt. i wait 10 minutes for my food. the lady starts calling out order numbers that are 3 digits, when i chose a random number as i was told it was only 2 digits. so i tell the lady that thew numbers shes calling out don't match. she tells me that its a different number that prints out in the receipt. i tell her the machine is out of paper and i didn't receive on if she could please print one out for me. she told me that they are unable to give me a receipt for something i ordered in the kiosk. unbelievable. i had to tell her the items in my order so she can figure out what my order was in the screen. when i finally get my order i try to sit down to eat and im rudely told i cant dine in. i told the employee that they should at least put a sign at the door to warn customers as they walk in. my worst experience ever at a MacDonalds. every other customer in that lobby...