McDonald's — Restaurant in El Paso

A Masterclass in Mismanagement and Poor Customer Service

I’ve given this McDonald’s location more than enough chances—and unfortunately, every single visit reaffirms just how poorly run and frustrating it is.

I always place my order via the McDonald’s mobile app before arriving, usually to save time and avoid waiting. The app consistently sends a notification within 30 seconds claiming that my meal is “ready for pickup.” But here’s the reality: when I arrive—typically 3 to 5 minutes later—the food is never ready. Not once. Instead, I find myself waiting an additional 5 to 15 minutes at the store.

During that wait, good luck trying to get help. The entire staff is usually hiding behind a newly installed wall that completely blocks visibility and access. Customers are left standing around, ignored, wondering if anyone even works there. When an employee does eventually emerge, the attitude is either completely unprofessional or downright rude. I’ve been ignored, had questions brushed off, and even watched staff turn their backs mid-conversation.

The store's management appears to be completely checked out. Not only is the customer service abysmal, but there also seems to be blatant dishonesty in how order readiness is reported. Marking orders as “ready” when they clearly are not is either a systems flaw or—more likely—a way for the staff to falsely improve service time metrics. Either way, it's deceptive and frustrating for customers.

Let’s talk bigger picture for a moment: McDonald’s has only managed a 2% year-to-date stock increase. It’s no mystery why. McDonald’s used to be fast, friendly, and affordable. This location reflects exactly what the company has lost—efficiency, customer service, and trust.

If you want to experience the absolute worst of what fast food has to offer, this McDonald’s will not disappoint. Horrible management. Broken service model. Disrespectful staff. And a corporate system that seems more focused on metrics than actual customer...

Completely gave up on this location. Although I believe that customers aren't always right, and employees don't deserve to be treated in an aggressive way over food. It seems that this new sign they have on their windows about having the right to refuse to serve rude customers. Well this has become a way for them to be even more unapologetic, and use this sign as a shield to hide from their mistakes. I've tried this location but it never fails that everytime I have gone they have always messed up orders, had me go in or through the drive thru multiple times, but have never apologized for their errors, and instead have blamed me lol. Now their ticket times have gotten worse, this is no longer a fast food drive thru, it's a park at #1,2,3,4,5 and we will get back to you, and still forget something or mess up your order! If you try to explain their error they simply point at their new sign and say they don't have to serve you even if you're not being rude, and simply asking for what you pay for! I need a fast food for kids that can just get you what you need in a quick way without delays, errors, or excuses everytime you go! You don't even have to smile at me as long as you do...

I will add to the one star reviews. I would rate zero stars if I could. I’ve been here several times since the big renovation and I’m not sure why they bothered to renovate. They’ve taken whatever life there was in be restaurant and ripped it out. Ordering is by kiosk and everything seems very stale, like something you see in a science fiction movie. There’s rarely anyone at the counter. It took 14 minutes to get my simple double cheeseburger and it was lukewarm. If it had been cold I would have sent it back but it was warm enough to eat. I had no idea who long it would take them to heat it up so I just ate it. It was a below average burger even for McDonald’s standards. And I noted there is no longer a play area. I don’t have kids but many people do and I don’t see the point of taking away one of the main draws of McDonalds. It sure isn’t the food. The other McDonalds on Mesa and Balboa was recently renovated and if it’s like this one, I guess it’s Burger King (across the street)...