McDonald's — Restaurant in DeLand

I don’t go to this location often because of the issues I’ve had with them. I got there today at 8:42 places my order at 8:44. Waited for over 10 min for a soda because I saw an up charge that I didn’t want to pay, and told the lady before I paid I wanted to change my drink if it was going to be an up charge. She said no it won’t be an up charge… okay. So I get my receipt, it was indeed AN UP CHARGE. It’s not about how much that matters, what matters is the customer didn’t want an up charge. So they tell me to pull up after, they gave me my money back and changed my drink. Then I wait for over 10 min for a small soda they could have easily given me. I understand that the machine does the drinks as I was a former employee of McDonald’s. Now you can easily move the drinks and have it make a new one within 1/2 min. So I finally got out of my car to go inside asking for my drink and I hear someone yell, you didn’t bring that drink out yet?? And I yelled back, no they did not! So I got my drink but by the time I got my drink my food was cold. So I go back again to the drive theough, and the MANAGERS RESPONSE to having my food cold is she is AUTISTIC AND HAS ANXIETY…. I said okay… yeah I have autism and anxiety also, not sure how that has anything to do with my food. I am honestly so confused, as to why there is a manager there who cannot apologize and just fix the order. I do not use my disabilities as an excuse for anything. I then pull to the second window for my food, and the lady says RUDLY CAN I HAVE THE FOOD. I was like um? Yeah. I touched it, so please don’t eat it. As a former employee, I would take food that wasn’t touched or anything when I was younger. As it is not safe, I didn’t think wasting the food was okay either. But since I was 16 EVERY MCDONALDS IVE BEEN TO HAS TOLD ME OVER AND OVER THEY ARE NOT ALLOWED TO TAKE THE FOOD BACK BECAUSE OF FOOD REGULATIONS AND CROSS CONTAMINATION THAT can occur. To my knowledge they are not to take back the food as it goes against food safety regulations. I didn’t care if she took it or not but shocked when she told me that. Then she walked away while I was speaking and I said did you not hear me? She said what? I said you’re not supposed to take the food back but here.. she gave me a nasty look on her face when I WAS NOT THE ISSUE HERE. This store...

TLDR: Didn't get any food after waiting for an hour, was told they would not be fulfilling our order, walked away reluctantly with refund.

Normally I would sing the praises of this McDonald's location as I have frequented quite a lot over the past 4 years, but tonight was the most miserable experience I've ever had here.

Expectedly, it was a busy night, so waiting a while in the line wasn't so bad. However, after waiting 15 minutes in line already, waiting an extra 20+ at the third window for other people behind us to get their food before us was a little frustrating. We go inside after almost an hour goes by and wait 20 more minutes just to be told from management that they not only haven't started our order, but they have no intentions of making it. After saying we just wanted our food and not a refund and getting no explanation as to why they just weren't going to make our order, we ended up taking the refund. We had used a coupon code, but they gave us the extra 15%.

The employees and managers inside helping us work through this matter were very kind and patient. The issue is obviously not with them, it is with whoever was in the kitchen. Other people were coming inside with messed up orders and a few delivery drivers were also left waiting, so it was not just us. I don't know if it was because there were newer employees or a general staffing issue tonight, but after being told they had no intention of making our order, I don't see a reason to return for a while.

The dining room was clean and everyone outside of whoever was in the kitchen tonight was fine, but I cannot rate the food as tonight, I didn't get anything. If I could give zero overall stars tonight, I would, but I can't, so I'll...

I know I shouldn’t expect much from McDonalds but tonight topped the cake for horrible experiences. I placed a mobile order at 9:09pm pulled in and entered the the space #4 at 9:21pm. I get a notification my order was on it way out. I waited 24 minutes before walking inside. There was several People waiting for DoorDash orders and orders. The manager was extremely rude when one customer tried to ask where their food was and tried to explain. They had been been waiting over 30 minutes. He said we have no orders and walked away. Another lady walked up and said well we do have one for space #4. So I walked up and she handed it to me. After briefly checking the order I was missing 4 fries, 3 drinks and sauce. I get home to find I’m also miss 20 nuggets. I called and the manager answered the phone… umm hello? Me asking if this was McDonalds the manager responded with uhhh yeah. 🫠 After explaining what happened, he told me I can drive back up there and get my Missing food nuggets. Seriously? I waited, almost an hour for McDonalds 40% of my food was missing and someone didn’t get to eat dinner. The manager refused to give me his name and told me it’s not required by state law.

How am I supposed to come in and get my missing nuggets? I don’t know who I spoke to. He refused to refund me for the nuggets, and only offered a credit. Not to mention the 30 other people who were standing there, waiting for food, who had said that they had been waiting for extended periods of time. Hopefully someone talks to the manager because he has horrible customer service skills and obviously no management...