McDonald's — Restaurant in Lebanon

If you don’t care about your order being right and being charged for stuff you didn’t want definitely go here. I went through the drive thru, and I’m an easy customer. I know what I’m getting, it’s McDonald’s, my expectations are not anything crazy I just wanted breakfast. I ordered a sausage egg and cheese McMuffin meal with a medium iced carmel macchiato. The employee put the order on the screen and I see “EXTRA American cheese”, I said I just want the regular sausage egg and cheese, she said yeah that’s how it comes. I haven’t gone anywhere that if you order something, if it says extra it means it’s extra. I said “is it supposed to say extra cheese?” And she said “yeah that’s just how it comes” and I’m like, I don’t think so, especially if it’s charging me more and I didn’t want the extra cheese. I said to her “okay I’m just making sure because I didn’t want all that cheese on my sandwich”. And she replied “I think that’s just how it is”. Fast forward to getting my food, I receive it, and then an employee starts to hand me a hot drink. I stop her and say “I’m sorry I was supposed to have an iced drink” and she was nice and said “oh, yes you were”. She goes to the drink machine and another girl asks what’s wrong with it. She tells her it’s supposed to be iced and the girl sighs, rolls her eyes and says “seriously?”. Now I don’t know if it was towards me or not, but I was about to show her my receipt because I absolutely did order it iced and it even said so. I don’t know why I would be experiencing an attitude in front of me. The girl who handed me my food was almost done making my drink when she asks me to pull up. I pull up and then wait 5+ minutes for someone to bring my drink and when they do, the ice was almost completely melted so it had been sitting there finished. Fast forward again to when I get to sit and eat my sandwich, and what do you know, there is EXTRA cheese. Something I mentioned 3 times I didn’t want and something I got charged for. So in recap:

1. charged for something I didn’t want and asked 3 times if that’s how it’s supposed to show when ordering on the screen
2. got attitude for something that was made incorrectly that I ordered correctly, and then when it was, it was watered down bc it sat
3. ended up with extra cheese on my sandwich after being told “that’s how it comes”

Again, I know it’s fast food, my expectations aren’t something crazy. It was a simple order with no modifications except some ice in a drink. But don’t think it should...

While McDonalds is an American institution, it has certainly been in decline for many years and really just not worth it anymore. For a 2 for $3 McDouble and a $1 tea you must give up any semblance of customer service and if we were able to charge McDonalds for the time investment in having to wait because fast food never is anymore and returning to fix a messed up order they would go bankrupt in 48 hours. My experience at this McDonalds was no different. The lady who took my payment was rolling her eyes at other customers ordering, the young man passing out the food had to finish his conversation with his coworker before handing out my food/drink (all the while the drive thru line is getting bigger), and of course when I asked for a fry and McDouble with cheese and ketchup only I recieved two meat patties, a bun and some fries made of cold leather. When I returned to have my order fixed the Manager listened to my issue, didn't say two words (let alone apologies for the inconvenience), tossed the sandwiches in the garbage and walked in to the back. Another young lady brought out a bag with my "fresh" McDoubles and no fries. I alerted her to my missing item and waited some more. The only glimmer of hope was the cashier who asked if I would like some cookies for my troubles, politely declining, I thanked her and noted she was the only one there with any understanding of customer service. SAD AND SHAMEFUL for what you have become...

I am writing to report an absolutely unacceptable experience at the McDonald’s in Lebanon, Ohio. My family of five placed an order through the McDonald’s app, paid for it in full, and when the delivery driver arrived to pick it up, staff claimed there was no order—even though payment had been processed. Out of desperation, we placed another order on my cousin’s app, which also went through and showed on their screen, but again staff refused to honor it, citing some nonsense about a “failure conversion.”

We were charged nearly $80 for food we never received. That $80 was money my mom had set aside for a birthday, and instead of feeding our three hungry kids and tired adults after a long day of school, football, and work, we were met with rude, dismissive employees and an unhelpful manager. Not only did they refuse to remake the food, they wouldn’t even take the order, nor would they provide their names when asked. Their lack of professionalism, accountability, and basic decency is appalling.

This location has a long history of being slow and careless, but this was beyond frustrating—it was outright theft. We paid, twice, and received nothing but attitude and disrespect. To leave a family hungry late at night after taking $80 of their hard-earned money is disgraceful.

I expect a full refund immediately and serious corrective action taken against this location and its management. No customer should ever be...