McDonald's — Restaurant in Haymarket

Manager Hostility & System Failure: Order #693 Missing and Customer Treated Like a Thief Date of Incident: October 18th Time of Incident: Approximately 11:30 AM – 12:30 PM Order Number: 693

This complaint is not about a minor error; it is about a manager who treated me, my husband and my two young children like criminals.

Detailed Account of the Incident: System Error: Immediately after placing my to-go order (#693), I waited directly at the pickup counter. I watched my number flash onto the "In Progress" screen and disappear within an impossible approximately 10 seconds. The order included multiple items (two combos, two McFlurries, McNuggets, a mini-burger, and drinks), making immediate completion physically impossible. Staff Escalation: I first alerted a black-haired male staff member who failed to return after checking the kitchen. I then explained the issue (number vanishing instantly) to a female staff member wearing a black Hijab, who took my receipt to investigate. Managerial Hostility: The Manager then emerged and, without performing any serious investigation, flatly insisted the order was already completed and handed to a customer. I repeatedly stressed that I had been standing right there with my two children and had not been called. Accusatory Behavior: The Manager returned again with a visibly unpleasant and dismissive expression. She then committed the most insulting act: she crumpled my physical receipt with her hand and clutched it defensively, demanding that I recite the entire order from memory to prove I was the purchaser. She further escalated this hostile line of questioning by demanding I verify that the credit card printed on the receipt belonged to me. I had to pull up my mobile banking app to prove my purchase.

The system error (marking a complex order as complete in seconds) is a clear internal mistake. However, the Manager’s response was inexcusable. Instead of recognizing the high probability of a kitchen or system error, she refused to acknowledge any store responsibility and, through her aggressive and humiliating line of inquiry (concealing my receipt, demanding proof of purchase), she openly accused a waiting customer with two young children of attempted theft. Her actions were deliberately hostile, unprofessional, and humiliating. Her behavior was solely intended to discredit me rather than resolve an obvious...

Updated 10-18-24. The most unfriendly McDonald's in the area. Pretty much all automated don't expect any customer service. They keep all the condiments under lock and key and very difficult to get any. They have pretty good parking, and the place is generally clean

Updated 05-03-23. Still one of the worst McDonald's in the area, their primary focus is on drive-thru customers, there's only about a half a dozen people in there today and they're all just standing around waiting and waiting, it's ridiculous. They're still trying to save a penny, still no condiment station.

Updated 08-04-2022. I returned a few months later after my previous review, things have gotten no better, the walk-up window reminds me of something you'd see in prison with all the protection and metal gates. Still no condiments out in the dining hall I asked and the employee said they'll probably never get them. Expect no easy access to condiments, napkins salt pepper or straws you'll be lucky to get someone's attention to get them for you. I regret coming here again.

Big fail on the remodeling job. They've lost me as an indoor diner. No longer self-service soda dispenser or condiments or napkins. They've installed four of those ordering kiosks, and removed all the registers except for one. Drastically reduce the number of parking spaces near the door entrance, in favor of a second drive-thru lane. It's clear they put emphasis on drive-thru sales and not indoor sales.

Update February 17th, 2022, used their new double lane drive through for the first time, big fail on that, the two lanes narrowed down to one, and when they had a single lane they weren't able to efficiently manage that, so they certainly aren't going to be able to manage...

I am sure that they all pretty much are like this now, but this dystopian vision of McDonalds is depressing as all get out. Gone is the long counter with the menu above it. Gone are any form of human interaction between service and customer. Gone is the soda machine, the napkin/straw/etc kiosk. Gone is the display of the toys that come in the Happy Meals. Sterile. Lots of video boards to order. Will it make it to the kitchen to be made and handed to you in a timely fashion? That is between you and your God. For me, nay. After 30 minutes standing around, and never seeing someone at the tiny little counter, I abandoned all hope. They’re probably calling my number, in a soft voice, as we speak. Thinking of ordering online, coming into the “restaurant” and thinking it will be waiting? Oh, you naive child. The board to announce them is blank and the little shelves where your order should reside is perpetually empty. Attempting to push pass the 6 people trying to get someone’s attention - ANY one - is futile. So, no you won’t get another straw. You will not get creamer for your coffee, extra napkins, more ketchup packs. You’ll wait impatiently as not a soul thinks “maybe I should see why they’re all upset in the waiting area as we contend with the 47 vehicles backed up in the parking lot”

If you own this monstrosity, you need to get your butt down there and unscrew what you’ve created. Gainesville McDonalds took 8 minutes and was...