McDonald’s — Restaurant in Key West

We made the mistake of dining in for breakfast at this location this morning (Aug 4, 2023). There was no one at the counter to take our order, so we were left with using the electronic kiosk. There was no paper in the machine to print out the receipt ( I am guessing this was on purpose so no one had the guest survey information). We ordered 2 big breakfasts (eggs, biscuit, sausage and hotcakes) and 3 orange juices. Nothing customized or unusual. We waited 20 minutes (I am NOT exaggerating on the time) before my husband went to the counter to inquire on our order. Again, there was no one at the counter so he had to practically yell to the employees congregating in the back to get assistance. A male employee came up and began arguing with my husband, even trying to say we only ordered 2 orange juices, when their receipt on the tray clearly said 3. My husband finally got our order, when he found there were no napkins on the tray or anywhere accessible in the dining area. He again had to go to the unmanned counter and yell to the back to get assistance. This time the male employee came up and was cursing at my husband in Spanish (my husband can understand Spanish). My husband called the employee out for cursing at him. Finally the shift manager came in from smoking and threatened to call the police on my husband. Another customer who also waited a ridiculously long time came up to us and said “this store is awful” and that my husband was in the right. After that another employee who was delivering orders to another table came by and said the shift manger and the employee my husband dealt with were worthless and that this is the worst store he has ever seen. There is a Dunkin, a Wendy’s and Five Guys right up the road. Do yourself a favor and DO NOT go to this McDonalds. I hope corporate sees this and look...

Stopped in the drive thru at around 12:55AM-1:00AM. I have orders Three 20 Piece nugget meals all large sized with a sprite, a dr pepper, and a coke. I also orders another 10 piece by itself and a Double Quarter Pounder without pickles and onions with a medium orange fanta and fries. Well for some reason the guy taking my ordered decided to separate everything into different orders and I ended up having to pay twice. When I got to the second window my order was completely wrong...I was given one 20 piece nugget with a small fry, a random cheeseburger with no pickles, and the double quarter pounder which still had pickles and onions on it. I was missing the fries for all the orders, two sets of 20 piece chicken tender meals, and my coke. I asked the guy at the window who suppose to be a manager to please help me and get the order I asked for complete. He gave me another 20 piece without fries. When I tried to let him know he ignored me so i got out of the car and popped my head in to let them know that I was still missing items the "Manager" in the blue sweater got aggressive with me when I asked him to please make it right and he started yelling at me get out of his drive thru calling me the worst profanity...I proceeded to tell him to give me the food and drinks i paid for and he refused...I left without my daughters drink and fries and ended up giving her mine.. I don't think this person deserves a manager role as he is incapable of presenting customer service properly..I am a manager at a full restaurant and I would never treat nor speak to a customer how I was spoken too. That man needs to be fired or at least...

Dear McDonald's Customer Service,

I am writing to express my extreme dissatisfaction with the service I received at your Key West location on the evening of [insert date]. I have been a loyal customer for some time, and while I’ve always had positive experiences, my most recent visit was completely unacceptable due to the behavior of one of your employees.

When I approached the drive-thru window, I asked the employee what my total was, as it was not displayed on the screen. After being told to pull around to the first window, I complied, only to be met with hostility. The employee proceeded to curse at me, despite me simply seeking clarification. I understand that everyone has bad days, but this is absolutely unprofessional and completely uncalled for in any customer service setting.

To make matters worse, the employee threw money at me and made comments about my appearance, specifically criticizing my hair. While I am not easily offended, I find this kind of disrespectful behavior toward a customer to be entirely inappropriate and damaging, especially in a small community like Key West, where local businesses rely on customer goodwill.

However, I would like to acknowledge the professionalism of the Haitian woman who served me at the next window. She was courteous and efficient, and she delivered my order promptly.

I am hopeful that you will address this issue with the employee in question and take the necessary steps to ensure this type of behavior does not continue.

Thank you for your attention to this...