McDonald's — Restaurant in Houston

I had a terrible experience this morning at this McDonald's location. Here is the complaint email I sent to the owner:

Ms. Casey,

Good morning. I have been a customer for years at the Kingwood Drive McDonald's location. After my experience this morning (6-1-24), I will never return to this location as a customer again.

Here is what happened: I placed a breakfast order on the app. I used 4,500 points for a free Sausage and Egg McMuffin, and added a Bacon, Egg and Cheese McGriddle, one Sausage Burrito and 2 Medium Coffees. The cost was $10.16, and with $0.84 of tax, the final total came out to $11.00 even.

When I checked out on the app, it gave me an error message. My order did not go through. However, I was charged the $11.00 for the order and was deducted the 4,500 points that I used for the Sausage and Egg McMuffin.

When I presented this to the manager, Jasmine, she provided a quiet, yet rude demeanor, with no willingness to be a problem solver.

It was obvious what had happened. I showed her my bank statement with the $11.00 charge, as well as how 4,500 points was deducted from my rewards. In return, she was very smug and indifferent toward me, consistently walking away. She had absolutely no intention of coming up with a solution.

All she would tell me was that I would probably be refunded the money and when it came to the 4,500 points -- well tough luck.

Just absolutely rude. No apology, nothing. Just a smug, arrogant demeanor.

I rely on these reward points. The way she was toward me -- it was no different than someone giving someone the middle finger. I'm proud of myself for keeping my cool and remaining calm. Most people would have screamed and yelled. Most people would have caused a big scene. I'm proud I took the higher road and was the bigger person.

I had to call the 1800 number for Wells Fargo to get reimbursed. Ultimately, what a breakfast experience. I got ripped off by the app, I had a rude, unwilling to solve a problem manager and I end up having to call my bank to get the reimbursement.

I'm very disappointed in the smug behavior and the lack of willingness to solve a simple problem by your manager Jasmine. McDonald's is one of the few places that people can still go where they can possibly afford a meal, thanks to inflation, grocery store, gas prices and rising costs. We customers rely on the app to build reward points. People don't have money anymore. People live paycheck to paycheck and barely can afford to eat. I am one of those people. When the majority of people suffering like me go into McDonald's, we don't expect to get charged $11.00 and have 4,500 points deducted without receiving our ordered food.

If something like this happens, it is the responsibility of the manager on duty to come up with an ideal solution for the customer. Jasmine failed at doing this. Bottom line -- she failed at her job and she cost your McDonald's location in Kingwood a customer.

She left me at the counter $11.00 broker and 4,500 less points without an explanation and without apologizing. No leadership, no professionalism. Very disappointing.

I wanted to make you aware of this situation. No matter race, religion, political affiliation, nobody should be treated like this. If this happened to me, it has likely happened before and will likely happen again. What an experience -- I go to McDonald's for breakfast. I pay $11.00, lose 4,500 reward points, and walk out without my food and end up having to call my bank to get reimbursed....

Look, I know this is McDonalds and my standards are about as low as they get. But I ordered on the app for counter pick up while sitting in the parking lot. I go in, I am waiting for quite a while as well as is another person. Finally after 10 minutes I ask about my order because it is pretty unusual for them to take that long. The gentleman behind the counter brings a bag out from around the corner and while he walking towards me a young man with awful bleach blonde hair says “I have been calling your order number out.” That was not true at all. I had been in the store the whole time. This frustrated me and I said “No you haven’t. Myself and this other person has been waiting for 10 minutes. You didn’t call out my order number.” He says he did and going back and forth is futile. I ask them to remake my food because now it has been sitting out and cold. Bad Built Bleach Blonde boy refused. I ended up just leaving my order there because I was not going to be eating a cold meal. I tried calling the restaurant number to speak to a manager for a refund but they...

If I could do no stars I would!!! Common sense is if you tell someone I would the number 1 meal that means you want the meal not just the sandwich and a drink. I got what I thought was my order and the fries were missing, burger was cold, and had cheese on it. I can not have cheese told the girl everything that was wrong with my order she went and got the manager. The manager told me that it’s not her fault that her staff made my order wrong, that it’s not her fault that there’s static on the headsets so they can’t hear, and if I want my order correct I had to pay for a whole new order because she’s not allowed to give free food. Um I just want what I paid for not my fault that your staff did it wrong! Needless to say I had to leave without my correct order and go else where to eat. This is the worst experience I’ve had at any fast food restaurant. Enter at your own risk you might get what you ordered you might not but if you don’t you’ll be asked to pay for what you already paid for to be done right. This store is a joke and waste of your...