McDonald's — Restaurant in Durham

My mom is a frequent customer at this Mcdonalds. Her and my little brothers try to have family quality time over a small quick and tasty meal from this particular franchise. However today 03/02/24 was a bitter morning for them.

While on the drive thru my mom made her order, at the moment of paying she noticed that her usual price was $8 more. She addressed this situation and the kind cashier went to get the manager. This is where it takes a harsh turn. The manager came into view and snapped “WHAT HAPPENED?! WHAT DO YOU WANT?!” As soon as the cashier tried to explain what occurred, the manager/supervisor not only snapped but she harshly placed her hand so close to the cashiers face that it could’ve impacted her and yelled “IM NOT TALKING TO YOU!”

My mom was taken aback by this situation, my little brothers became unsettled and scared. And even though they felt this way my mom tried to do damage control and calmly explained to the manager/supervisor what had happened. The manager in a loud and rude tone began to essentially gaslight my mom saying that my mom had indeed ordered the items and claiming “THIS IS HOW WE DO THINGS HERE” as she refused to make any changes to the order.

Seeing that this aggressive interaction (from the manager/supervisor’s side) was leading nowhere. My mom decided to cancel her order. The manager/supervisor then snapped “GIVE ME YOUR CARD!” And my mom complied. Upon closer examination the receipt was missing $2, my mom tried to inquire but the manager/supervisor was not cooperative and continued to raise her voice at my mom.

My mom then decided it would be best for her and my brothers,who were at the edge of crying , to just go home.

Listening to my mom retell the story made me feel extremely upset. Because not only was she subject to what would essentially be considered verbal abuse but my 10-year old bothers had to see as this unfold.

I decided to take matters into my hands and drove to Miami Blvd’s McDonald’s hoping to obtain the regional managers phone number to submit a formal complaint. My mom accompanied me to provide me with more insight about this incident. We entered the establishment and got in line.

Out of nowhere I hear “what do you guys need?” Based on her tone and my moms confirmation I knew that this was the manager/supervisor that had screamed at my mom. I said “oh hi, I would like to speak with a manager to request the regional manager’s contact information” she then addressed a close employee and rudely said “hey you they need the regional manager’s number.” All while pointing at us and speaking very loudly, even though we were right at the counter and everyone was close by, she continued to point and say “yes them”

Right when the other employee was about to speak this manager/supervisor said “it’s a 1-800 number” so I responded “I see could you please give it to me?” And she said “it’s on the wall” so I responded “I am unable to see it can you write it down for me?” She then said “it’s in our to-go bags” so I said “ok, so can you please give me a To-go bag?” She smacked her lips and almost tossed the bag at me. I then asked for her name and she said “MARGARITA MONDRAGÓN”

As my mom and I exited the building she screamed “CALL WHOEVER YOU WANT” and I did just that, I immediately called the number to submit a formal complaint.

While I believe the issue will be handled by a higher up. I do want to reiterate that my family should not have been subject to borderline verbal abuse and should have been able to enjoy what they were seeking; family quality time over a quick meal. I should not have to hear my mom describe events while expressing how powerless and belittled she felt. Nor should I have to hear my 10-year old brothers describe a situation in which their mom got yelled at.

Not only that but based on my observations Margarita is quite abusive to her employees. No employee should endure being called “hey you” or have an individual place their hand in their face. Something needs to be done about...

I went there last night & it took me almost 40 minutes to get my cold fries, McChicken, 2 Apple pies that we're also cold in crushed boxes over cooked so much that the apples had burnt to the inside of crust, wanted a caramel frappe but ended up with a chocolate moca, which what was given to me because the manager couldn't get the plastic off the frappe mix so it wud go into the machine, ice cream machine was once again broke, & as nasty as it looked from noone cleaning it, I wasn't surprised! Speaking of cleanliness, non existent in this McD's! Trash behind counter was over flowing on the floor, there was food, cups, straws, fries, lettuce, ice cream bags, etc...all over the floor behind counter, Hair on the counters that I had to ask the "Manager" to wipe off while waiting for my cold nasty food, then the young girl with attitude was about to put my bag down on the wet counter so I had to grab it so she wouldn't set my paper bag on a Wat counter! As I was waiting, 2 people got their $ back & the one lady was in drive thru & she was Hot because the young Boy with the red hair top was making smart comments about the customers being upset about the long wait! I believe he said something along the lines of, if we didn't want to wait we cud go some where else & back where we came from, don't quote me! The lady that had already paid came in & the drive thru boy, I'm calling him a Boy because not only is he young but he was acting like a little brat with the whole twitching his head, doing the duck lips, smacking his lips & fingers together, & arguing with the lady! He was very rude & immature to say the least! Even the "manager" was YELLING at him, don't argue with the customers! Someone else & I'm sure others had got their money back! One man ordered a sandwich & after waiting 20+ minutes, he asked cud he plz get his chicken nuggets & the young girl have him an attitude & was being very sarcastic & very rude to the man! He asked for BBQ sauce, she told him, rudely, we aint got none! The man never cussed & made the remark, there's no sauce, there's no ice cream, you all need to just shut this place down! She didn't even offer him other choices for his nuggets! She said, yea, I understand sir, you have a good night..sarcastically! He said, I don't think you do! This is not how you run a business! The whole time the "manager" wasn't saying nothing! Didn't even try to make the customers feel better about their wait! She didn't do NOTHING! The "ONLY REASON" I waited is because I had 2 girls at home, hungry because they hadn't ate since earlier & had been on an outing & pretty much everything else in that area was closed & I don't have transportation to go to a different part of Durham! But regardless, that was me throwing almost $14's in the trash because it wasn't edible! I will never ever go back to that McD's, ever! They just rebuilt that place & it's awful! The whole store was filthy! The frontline & drive thru employees were rude & not at all professional! McD's all that $ you make every single day, "BECAUSE OF CUSTOMERS" & you all can't find better managers & employees? Really? Are you just living high & mighty off of our hard eArned $ that made McD's what it is today? I remember when going to McD's was like a family outing, my kids loved going there! They looked forward to going to get a happy meal & play at play land! Now it's not at all the same! Me & my fiance travel alot & not all McD's are the same as this one in Durham but you just don't give that same warm welcome any more! The food is not as good, Hot or as fresh as before! I thought when a business makes more $, that business gets better, grows! But not with your company! McD's, you should be ashamed of what your business has become! Shame on you! May God Bless You All! Very unhappy, dissatisfied, unpleased, disappointed customer of more then 20 years! I would of given you minus stars if that would of been an option!...

So I went inside and the young man who I was ordering through was EXTREMELY polite and I truly wished that I could remember that young mans name. He was dressed as though he may have been a manager or at the least, an assistant manager.

Anyway, you know how McDonald’s teases us every year with the McRib sandwich - and I initially asked him if the McRib was back on the menu yet. He said “It isn’t back quite yet but if that’s the type of sandwich that you’re wanting then allow me to get you our new Spicy Chicken Sandwich, it’s dipped in barbecue sauce and also has onions and pickles and all of that on an artisan style roll”.

And when I tasted it while going down the highway - on my way home, the flavor and the toppings together made the sandwich taste JUST LIKE a McRib, perhaps even better!!

It isn’t often that people give any McDonald’s restaurants an honestly great review but tonight this one - this gentleman - deserves to get one from this customer because the young man took the time to hear what it was that I wanted and even though he couldn’t give me the McRib just yet - he made me something that was virtually the exact same flavor - only made with chicken - and he truly deserves some positive recognition.

Not only was his attitude AWESOME but his ability to assess what this customer wanted and then come up with an AWESOME ALTERNATIVE was certainly “on point”.

I’m going to go back there tomorrow and hopefully he will be there as well so that I can find out his name and then hopefully I can tell his supervisor directly what a great job this young man is doing.

They should be very proud and very grateful for having an AMAZING employee like I have found him to be.

And when I do go back tomorrow I’ll be ordering the same thing again so that I can do their survey properly and give this young man the recognition that he deserves!!

⭐️⭐️⭐️⭐️⭐️, five stars all the way across the board for them - and all because of a great employee who cared enough about his customers to ensure that each of them were his first priority and not just another number - on a day where over a thousand others could have also walked through their busy...