McDonald's — Restaurant in Newcastle

Owner is very rude and I will be contacting corporate. Made an online order about a week ago and they forgot our sauces for the 10 piece chicken McNugget meal. I let them know and they manager told me I would have to pay for them, I said they should come with the meal and they responded the app doesn’t charge for them so you have to pay for them at the window…since when does 2 sauces not come with the 10 piece chicken nugget??? Then the manager came out and I was told after that they would give me the 2 sauces this one time but never again. Then I order today for curbside pickup. I was there within 3 min and my order seemed to be canceled out by the restaurant. I went through the driveway after a few min in hopes they would just bring it out as I do go to that McDonald’s often, they in fact did not bring it out as I approached the window I was handed cold food, aka they knew who I was. I asked them to remake it so it could be hot food and the owner came by and told me I have a problem with them every time I come through and that it was our fault that the food was cold cause we took to long to get there. I didn’t realize 3 minutes was taking to long. I will also add I have this all on my dash camera as proof with time stamps. She then yelled at me to get out of her drive way and when I refused to move unless I got a refund or decent food as I did pay for it she told me since I ordered online I can’t get a refund. I then told her she could call the police before I would move (yes I know full blown Karen) but that got me my hot food, but not before she took everything out of the current bag, threw it away and then put the chicken nuggets that she just put in the trash bin back in the bag. I then had to yell how that was a code violation and that I had seen it threw the closed window. She rolled her eyes and yelled at the kitchen to make new nuggets as well. Then just so she could have the last word she told me to never come back to the restaurant again while handing me the new hot food, I followed that up with taking out my phone camera and asked if I ordered online from this location again would they serve me and the owner replied “no we will close out the order and not make the food”. AKA steal my money because they want every dime they can get. I will clearly not be going back and I hope you don’t waste your time or money...

Incompetent, antagonistic, and uncaring service ... fraught with mistakes. To call this establishment "incompetent" is actually quite generous. Cold food, wrong food, defensive/aggressive staff, and refusal to correct errors are unfortunately the norm. A brief sampling of facts regarding the customer experience on various occasions at this McDonald's/Newcastle location follows (which is surprising since, as a franchise, it literally has a page-by-page, step-by-step manual on how to do things the "McDonald's way"). Concerns include:

locking the doors when the staff felt overwhelmed by the number of orders they had to correct, leading to a line of people outside waiting to order and to pick up food that had been paid for; serving a cold burger with a nice finger hole in the middle as a penance for trying to address an order that had been incorrectly filled; insisting at the drive-through window that customers get back in the line of cars and start over to fix mistakes with the order; staffing the drive-through intercom and window with personnel that cannot communicate reasonably or effectively; employees yelling profanity at each other (and presumably customers) within earshot of the drive-through microphone and window when order corrections are requested; Etc., etc., ad nauseum.

These issues may be the result of the staff leaving every few months, only to be relieved by inexperienced, untrained replacements. Whatever the cause, leadership sets the tone and that tone smacks of careless incompetence and lack of ownership. How this location has maintained its franchise license is a mystery. All that said, if the above issues are your thing, this establishment will be your small, personal slice...

I would give a 0 star if good review allows. This is the worst worst worst McDonald ever! The crew in this store does not respect customers at all!

I made an order of Vanilla Cone using the rewards point via Mobile App in the store and choose to pick up at counter. We stood at the seat next to the counter and patiently wait, and wait, and wait. After very long, the order still show as in progress, so I went to ask if it's ready. The lady just said, our machine is broken today so there's no Cone to give to you. That's it -- then she went back to kitchen to work on other orders. I had to wait again, until she is back to counter, I asked her then what to do with my order, I dont have any option to cancel on the mobile App. She asked me to wait again!!! When she finally got time, she told me, "You ordered on your phone, not with me, so ask your phone what to do with your order. I cannot do anything for you. That is your phone!"

I want to ask McDonald, is that what your employee being trained to tell customer what to do when your mobile app allows the order to be made but not cancelled, and your store tells customers do work with their own phone????

In the end, I didn't get any Cone, and I didn't get any refund for my order! This store is awful. If you want to get any respect as a human, do not come...