McDonald's — Restaurant in New Albany

To say I’m upset is an understatement. I placed my order at 7:26pm. I waited at the curbside pickup spot for about 5 minutes before an employee came and seemingly locked the door. I didn’t think much of that, thought maybe they were just drive thru and online only. They did accept my order, after all! About another 10 minutes and I noticed that cars were pulling to drive thru and immediately pulling away. Okay. Cool. I drive over to see what’s up.

They tell me they’re closed “for maintenance” and “the drink machine isn’t working”. I ask them what about my online order, and they told me to just cancel in app and wait for a refund. I pull back to curbside and try to navigate the app. There is not option to cancel my order. Per my app’s FAQ “At this time, orders cannot be changed after you submit payment. You can cancel your original order using the "Cancel Order" button in your order details. Once your order starts being prepared, you cannot cancel your order. You can get updates on your order progress in the app”. And they had started preparing the order.

I look further and find “ If you experienced an issue with Mobile Order & Pay (excluding delivery), or are requesting a refund, please return to or contact the restaurant at which you made your purchase”. I pull back to drive thru and tell the girl that I cannot cancel the order or get a refund because they had started the order. She tells me that they didn’t accept the order, and she’s going to get her manager.

Then a guy who said he was the manager told me that there was nothing they could do and that I needed to cancel in app. I explain to him again that I cannot cancel it to get my refund and that I am reading directly from the app where it says to go to the store in question to get my refund. He tells me that there’s nothing at all he can do at this point because they have already entirely shut down the registers and there would be no way for me to get a refund for my order.

Mind you, this is them shutting down the entire store completely and entirely because soda machine isn’t working correctly.

I am incredibly upset with the way that this situation was handled. I used the last bit of money that I had until I get paid Friday to try to get myself something to eat today, and I had that entirely taken from me because they decided to accept my order and then close. Entirely unprofessional and showed how little they care about the people who come by...

If I could give less stars I absolutely would I sat and listened to many unpleased dissatisfied customers tonight. The orders are wrong. The food isn't fresh. One customer had to refer her order three times they couldn't get it right. The fries are in the bag instead of the containers . Portions of fries are scarce. Not being filled properly. Customer service sucks! I'm sorry but it does truthfully. The employees even called the police on a middle age black man that came in to charge his phone. He was only here between 30-40 minutes. He laid his head on his hands that were on the table while it charged. He bothered no one . He was asked to leave by the police . She was only doing her job and also seemed sad to ask him to leave the restaurant. I spoke to her. She said mam I'm sorry I have to do what they ask. I only know what they told me. The employees came out to eat their meals in the customer are. Four employees are at different times in the customer areas used their cellphones . Let it be known there was no lacking in their portions size of food. The fry boxes were stuffed full heaped over. Do not eat here it's a waste of your good hard earned money and you don't get your monies worth or a satisfactory meal. To make hou aware I don't live here. I don't know anyone here employee or customers and refuse to return bye will spread the word about this restaurant...

Avoid this rude place as much as possible. So incredibly rude. I ordered on the app and waited 20 minutes in line. I went inside because I was running late for a wedding. Went inside nobody was up at the desk. One of their staff members saw me, but completely ignored me even after I asked for help they pretended like I wasn’t even there this was another 10 to 15 minutes before somebody came out to do some cleaning and I got their attention. Finally, they went back to make only the two coffees that I ordered. I told them I can handle a wait. But what I cannot handle is people being blatantly, rude, and not communicating to paying customers. The person ignoring me closest to the desk did not have their pronouns displayed so maybe that was the issue. I yelled ma’am, because it look like there was a majority of women back there , but again, the person closest to me was just totally ignoring me and rude. She looked back at me at one time and pretended not to hear me. Or I assumed she was a she. But again she did not have her pronouns displayed. Lol. Don’t go here unless you are super desperate and have at least an hour to wait. There was an older gentleman in there as well and had been waiting 20 minutes for 2 hamburgers. After confronting them, my daughter wouldn’t even drink her coffee because she was afraid that the person spit in it. Lol...