McDonald's — Restaurant in Fairfax

Extremely Disappointing Experience with Mobile Order and Customer Service

I am writing to express my deep disappointment and frustration with a recent experience . I placed a mobile order and arrived at the restaurant expecting a smooth pickup, but what I encountered was entirely unacceptable.

When I reached the store, there was no one at the front counter to assist customers. I waited patiently, assuming someone would come to help, but even after several minutes, not a single employee approached or acknowledged me. I tried to get the attention of the staff visible in the back, but they completely ignored me. I attempted to show my mobile order number on my phone, hoping someone would check it in the system — but no effort was made to assist or even communicate with me properly.

What made the situation worse was the fact that I waited for over 45 minutes, standing there with absolutely no service, no acknowledgment, and no update about my order. I repeatedly asked to speak with the manager, but no one responded or took any initiative to resolve the issue.

As a paying customer, this lack of customer service is incredibly frustrating. I understand that language barriers can exist in diverse workplaces, but customer service and professionalism should never be compromised. There should always be staff available to assist customers promptly, and the mobile ordering system should be respected and prioritized, just as in-store orders are.

This experience has left a very negative impression on me. I have always chosen McDonald’s for its consistency and convenience, but after this visit, I am seriously reconsidering. I would not recommend this location — or McDonald’s in general — to others based on this experience.

I hope McDonald’s takes this feedback seriously and implements proper training and staffing improvements. Customers should feel valued and respected, not ignored...

I have had a many a burger over the past couple of years, burgers of all shapes and sizes and i've always held fast food burgers to a lower standard of quality then your average burger. Today i experienced such a low standard of quality that i have only ever seen online before. for starters ive been to this McDonalds multiple times before and have never gotten something like this so for anyone going this McDonalds it most likely the exception and not the rule but still i fell it must be called out in order to attempt a continued acurinscay of quality in my burger. for starters i rolled into the drve through and as usual waited for someone to assure me they were there the voice machine turned on to a sound i could barley make I say that this is the reason for them getting my order wrong,(either that or the fact that the person that took my order seemedd to have a mexican accent which could lead to the conclusion that they were not very fluent in the language (it could also have been me.)) now when i received my burger it was structured diffrently then usual. the typical mcdonalds chesburger is structured in the folowing manner patty,lettuce tamatos ect,chesse,burger,patty. i had found that chesse and lettuce/tamatos had swaped places (thet tomatos i had not asked for) now latter in my meal i found a hair in my food. i place the main reason my fod was like this on the failings of the buisness and not the workers themselves. i would still recomen this mcdonalds to anyone near...

To whom it may concern,

I’m writing to report a disappointing customer service experience we had on June 17 at around 6:40 PM at your location.

As we pulled up to the drive-thru, the employee taking orders—a thin young man(Spanish Speaker)—greeted us with absolutely no enthusiasm or courtesy. From the start, it was clear he lacked any motivation or interest in assisting customers. His tone was disengaged, and his attitude suggested he simply didn’t want to be there.

We ordered two chicken wraps, but when we received our order, only one was included. When we informed the woman at the window about the mistake, the same young man abruptly came out and insisted—twice—that we had only ordered one. Rather than offering a solution or showing any willingness to help, he seemed more interested in arguing.

This is unacceptable behavior, especially for someone working in customer service. Even if there was a misunderstanding, the appropriate response would have been: “I’m sorry for the confusion, would you like me to add the second wrap?”—not to dispute the customer’s word.

This isn’t the first time we’ve encountered this employee displaying a complete lack of motivation and poor customer service. As loyal customers, we expect to be treated with respect and courtesy, and unfortunately, that was not the case during this visit.

I hope this issue is addressed appropriately. Thank you for your attention...