McDonald's — Restaurant in Kingsport

I was visiting my son in Kingsport last week when I ordered 2 Daily doubles without onions, and more items. They had onions! Yuk! I called bk, spoke to Mngr Cassidy who was very friendly and sd she'll replace them (and even sd when she'll be there and when she was going on break.) The person that took my order knew from Cassidy (who was now on break) that the 2 were to be replaced at no charge, and with 2 drinks I made sure they knew I wanted 2 DD with No onions. The guy took my order also was nice and gave good customer service, but I forgot his name. Sorry.

However when I got bk to their house and gave out the food , checked mine, it was wrong and looked awful. It was a McDble, not a Daily Double (which is supposed to come only with cheese, mayo, lettuce, tomato & onion). This 1 didn't have onion (yay) or tomato (boo) but also had must& ketchup, pickles and very little lettuce 🙄. I was very disappointed& hungry! 🥺😠 I took pics. Also called back again, Cassidy was off so I spoke to the guy now on duty and explained what happened. He sd to come back now with the receipt, bring food back and he would remake it. I sd "I can't now, I'm hungry and I've been out in the rain, running errands and then there (and bk home 20min and it's 20min back there and 20min back home) and was looking forward to eating 2 burgers made correctly! Plus, I'm packing to leave tomorrow. I just want a refund now". He sd then come next evg, he'll be there at 7 and he'd fix it right. I repeated that I'd planned to leave by 8am and they don't do burgers then. And they've had 2 chances to fix the burgers right and that's enough. So please write my name down with the info and I'll come get my refund!" And he hung up.

The next day I didn't get to leave because of auto trouble and wtg all day for that to be fixed. So I called about 8pm, spoke to Cassidy again explained what happened. She apologized sincerely! Told me if I could come bk that evg while she was there, she'd give me a refund as well as remake the food herself to make sure it was right, or replace it with something different! I went back and she did just that!! That is what a manager should do to keep their customers happy & coming back, to go above the minimum to fix the mistake. She did this even knowing that I was in town visiting and not coming back on a regular basis.

In my opinion McDonald's has slipped quiet a lot the last few years. But they need more good managers like Cassidy and that would help a lot. Thanks again.

Sorry this...

I wish I could give 1/2 a star or no stars this McDonald's is by far the worst one I have ever been to and this isn't just based on a one time experience. This is the closest one to my house and and every time I say maybe this time it will be decent and every time it is a let down either they mess up our order or leave something out or the food is cold and every time it's like pulling teeth or as if I'm arguing with my know it all teenager to get my order corrected. There have been a few times where they messed it up after a battle they fixed it and it was still wrong. The fries are never hot and fresh. Today I got a mcrib and it was folded in half and put on a 1/4 pounder bun. Two weeks ago my husband went there to get us breakfast they parked him he waited darn near 30 mins he went in and said something they asked if he had a receipt which he didn't cut the first window hardly ever gives them out after arguing which was unnecessary because they can look up orders I know because I worked at a McDonald's for 3 years. They finally agreed to give him our breakfast only to get home and realize they left out a sandwich and two hash browns. Every manager I have spoken to is rude as can be the counter and front window workers aren't much better with their eye rolling and attitudes. Like I stated before this isn't just based off on a one time experience this is EVERY time...

This place is a bad joke. Our order has been correct twice out of 8 or 9 visits. Two days ago I ordered a bacon, egg and cheese biscuit (nothing more) and received a sausage biscuit. The drive through staff has soaked me with soda 3 times out of 8 or 9. Last week when I got to the pickup window the employee asked if my order was 2 cokes, it was not. I told her there were 2 cokes and a sprite on my order that come with the meals and this genius went and got the manager. The manager comes to the window and asks how he can help. I asked what he was talking about to which he replied "I don't know". During this exchange there were 3 employees horse playing in the window area with the manager. They were laughing and trying to stick a clipboard in each others face. The manager was apparently playing as well as it seemed to be the funniest thing he'd seen in awhile. One other employee was watching the whole scene just standing there smiling. So, a manager plus 4 employees horse playing in the drivethrough and my order was still incomplete. EDIT: I wanted to add that all but the biscuit incident were during the...