McDonald's — Restaurant in Jersey Village

If I could give a zero rating for this review I would. I have never been treated with such disrespect as I did last night. On 8/31 around 10:15pm last night I pulled in to order food for my two daughters with me (5 and 12). When I walked up to the door, I realized it was locked. I checked the hours and verified that dining hours were until 11pm, so I knew I was within the allotted time frame to order inside. I noticed a woman (whom later I found out was the manager) and knocked on the door to get her attention. I motioned with my hands that the door is locked. She acknowledged my presence but shook her head and kept walking as if she didn’t want to fix the problem. I noticed another employee there and tried to explain with my hands pointing to the door that it was locked, he waved his hands toward me to “shoo me off”. I was appalled. I got back in my car, went to the drive through, ordered food and when I got to the window I explained my issue to the employee that came up to the window and requested that because dining hours were still open, if I could pay inside so my daughter could use the restroom. He went to ask his manager, who said no. I asked to speak to his manager, and it was the same woman who disregarded me at the door. I explained my situation to her, she said she apologizes but she cannot physically open the door once it’s locked…I asked if there was a key she could manually use, mentioning again that we promise not to dine in, that I was within the timeframe of the advertised dining hours and I simply wanted to let my 5 year old use the restroom. She suggested I leave and go to a gas station. I stated the reason I came here is because your hours show you’re open, I would have rather given McDonald’s services than a convenience store. She said, she can come in by herself? I said she’s five…she said oh. Sorry. Then she walked away. The guy at the drive through pulled out the machine for me to pay, I turned to my oldest daughter and asked if she would take her little sister to the door and they would open it for her to go to the restroom. Once my daughters walked to the door, the employee asked for payment again. I said I will pay once she opens the door like she promised. My daughters waited at the door until drive through employee finally went back to his manager and said they are at the door what do I do? I overheard her say, “she’s still here? She hasn’t paid? Okay…then open the door” the man walked over, opened the door for my daughters then came back to collect my payment. I had to wait outside the dining area in the parking lot until they were done.

Not only was the manager not following the McDonald’s hours of operation, she suggested I take my business elsewhere, intentionally losing a customer. Then she alluded to a half promise of letting my daughter use the restroom with no intent of keeping that promise after she collected my money. Then afterwards, making me wait outside of a locked door for my daughters to come out.

I understand that late hours sometimes bring in unwanted customers, however I was nothing but respectful toward everyone, explained my dilemma and mentioned I’d fully pay and leave without dining, I just needed to use their restroom before our 40 min drive back.

I did not catch her name, but by the timestamp mentioned above, McDonald’s recording device and my own recording device (if needed) you can deduce who caused the poor managerial services on 8/31 around 10pm-11pm.

0 out of 0 would not recommend...

My husband and I visited this location for a late night sweet craving. We ordered two Oreo McFlurrys on the app. On mine, I asked for extra Oreos and on his he asked for extra Oreos and add m&m’s. We order this quite often and are fully aware we have to pay extra for extra toppings. Once we got to the pick up window, my husband noticed that the order was incorrect. Only 1 of the McFlurries (his) were supposed to have m&m’s, but they put m&m’s in both. We politely asked for them to correct it. With an attitude, a Hispanic lady took the McFlurry showing mannerisms that she was annoyed that she had to remake it. She took the incorrect McFlurry, and within seconds an African American lady handed us the SAME one that had the m&m’s in it. We politely advised her that was not the right order. Then the Hispanic lady came back, both her and the African American stood there asking to see our receipt. Keep in mind they both had attitudes throughout our entire transaction. The Hispanic stated to my husband “I gave you the correct one!” My husband then showed her the 2 McFlurrys that both had m&m’s, while the African American was holding the correct one that was never handed to us. Finally, we received the correct McFlurry (almost) because we paid for extra Oreos. Well upon checking it, clearly it was not extra Oreos. So then we had to pay an additional .50 on top of already paying extra on the app for extra Oreos. It may seem petty all over ice cream, but the principle is we were not presented with good customer service. I’ve attached a photo of my Oreo McFlurry that was told to me it already had “extra Oreos” I would...

Horrible service. The drive thru person was nice but when she called a manager to assist her with a code she needed to proceed in processing my payment (2 separate orders with the same card for payment) they took forever to get to her and when the manager finally did, first thing she said was, "what did you do wrong," instead of maybe, "what's going on, how can I help you".

Then while I was waiting in the car in the drive thru, my son decided to get down and show his app code for his order inside. They took forever as well and the girl at the register didn't help him much and kept saying it was not ready. My son let her know he got a notification through the app that it was ready and completed. Manager saw my son waiting for a while and asked what was going on and my son told him he's been waiting for his order and had gotten a notification it was completed and done but hadn't received anything yet. So finally, another girl in the back area, yells out what he's waiting for, and confirms, 'oh yeah if it's for the big Mac and fries, they've been sitting there, they're ready," 😡 Horrible!

I don't mind waiting and I truly understand customer service and fast food restaurants but this is piss poor management. You're only as slow as your slowest team member. Regardless of who it was or where it started, it's a team effort and better communication needs to happen. Ultimately it falls on management or whoever should be leading by example. Hope it...