McDonald's — Restaurant in Naperville

Attached is the complaint I wrote to McDonalds and the responses. Outside of an insulting "goodwill" offer. Nothing has changed. The kiosk still lets you go through 10-12 steps only to tell you "cashless payment not accepted". The "manager" said we have to pour your soda as the dispensers are not working. I flicked the dispenser - which had no Out of Service sign and dispensed Diet Coke.

Complaint: My spouse is a McDonalds diet coke aficionado and I often get 1 - 2 DC's a day almost always at this location. Have been coming here since moving to Naperville in 2000. The assistant manager (?) taking orders NEVER acknowledges your prescence at the counter - no be right with you - NADA. This was not a one time issue but a recent trend. If the drive thru lane isn't hideous (one lane open today) I will go there. The order taker knows my wife and I as diet coke no ice. Her service is great. I realize that there is a service shortage but apparently also a courtesy shortage. I have a refillable arch card tied to auto-replenishment. So why don't I bypass the counter and use the kiosk? I had been EXCEPT now once you gone through the 10 screens or so necessary to order - the kiosk informs you that they don't accept cashless payment. Take the reciept and pay at the window and they will place the order. Double time & effort. Other MCDs I frquent allow the user to order at the kiosk and then GET and FILL MY own cup. What a time saving idea for the staff. If I have a choice in which McD to go to it would be Plainfield 127th & 59 every time. Another related complaint. I had to update my credit card for auto-replenishment of the Arch card. The website would not allow - maximum number of cards - only one card as I deleted the old. When I called customer service I was told we can't help and go to the store and have them refill the card!!!! I will try letting this card deplete and try to enroll another card. Else I will close my current account and open another.

Email response and local manager...

I don’t normally have very high expectations whenever I visit a Mcdonalds. Its a simple place, simple menu, quick , and easy service. But I have never felt more insulted coming here this morning. I came to the drive thru ordered 3 Sausage Egg and Cheese Mcgriddles for my mom, her coworker, and child. None were even for me because I don’t really like Mcdonalds personally. I drive off only to realise the sandwiches are missing egg on all 3. Okay so I have time its my day off let me drive back to fix them before i drop them off at my mom’s before her shift starts with her friend. I come back and nicely explained to the drive thru cashier that there was a mistake. Only for her to become immediately hostile with me and argue with me that I made the mistake…that I didn’t say Egg when ordering. I replied yes I did, im sorry if you didnt hear me through the speaker. Not once did she apologize to me…she simply said go ask for a manager at the next window and shut the window on me…. Okay fine, drive to the next window and the lady hands me a bag so I ask whats in here? She replies your 3 missing eggs… I’m supposed to put 3 eggs on sandwiches that I won’t be eating and arent even for me while I am in my car with no way to wash my hands and build these sandwiches on my way to drop them off… Are you kidding me??? She angrily takes all the bags back and asks me to go park up front… Only at the end do I get an apology from the Manager at the very end. I was not even mad or angry but more sad and upset about how I could be treated this way. No customer deserves to be treated that way. I was offered a credit to come back any time for the 3 sandwiches but honestly not sure if I even feel welcome...

On Tuesday , June 3rd , 2025, approximately 8:50 AM, I had an extremely unpleasant experience at this MCDONALD's. It was my first time using the app. My father placed an order online and asked me to pick it up. Upon my arrival, the older Mexican lady, who is a manager, inquired if I had a mobile pickup. I confirmed that I did and showed her the code, but she rudely informed me that she could not accept it because it was a screenshot. I told her not to speak to me that way again. She insisted that the person who placed the order needed to be present. I explained that it was my first time doing this, but she stated that she didn't care and continued to be very rude. Then, a white male manager approached and assisted me, explaining the procedure. He was very kind, and I would like to commend him for his service. I mentioned to him that the female manager should be retrained, as she did not know how to communicate with me and was quite rude. I also told him that I am a regular customer and typically do not complain, but she crossed the line with me. When I asked her for her name, she replied that she didn't have to provide it. Plus, she wasn't wearing a name tag on her shirt. The owner should...