McDonald's — Restaurant in Omaha

I had never been inside the 168th & Maple McDonald’s location despite going through the drive-thru several times. Luckily, Darmody Management is posted all over, so I was easily able to find where to send my complaint on arguably one of my worst restaurant experiences.

My 5-year old and I stopped in just after 11:00am on Sunday before going out Christmas shopping. Little did I know, the entire meal would take about 45 minutes and I’d leave hungry. Here’s highlights (or lowlights) of our experience.

It wasn’t looking good when lines weren’t moving and there were multiple people complaining about their orders being wrong. After nearly 15 minutes waiting, we finally got our meals. I didn’t have my drink cup, so I had to ask a second time. I finally got it. Got to our table, no juice was included for my son. Back to the counter again. Go back to the table, and I look at my burger. I ordered a double quarter pounder with just cheese. I didn’t get that. Instead, I got a single burger with ketchup, pickle and onion. I took the mistake burger back to the counter and showed the cashier. I even showed her the receipt on top of the burger’s box which had the correct order on it. The order was taken properly, but it was made wrong. They took the burger and put it on the back counter. Then nothing happened. I waited a few minutes as my son sat at a table by himself. I finally asked if I was going to get my burger or if I could get a refund. One of the cashiers went and grabbed the burger off the back counter and brought it back to me. She opened the box and asked me what I wanted to do. At this point, I wanted to scream. Not only did they not bother making the correct burger, they brought the wrong one back and asked what I wanted to do, while almost seeming to imply that this was somehow my fault. I said I wanted a refund because I didn’t want to wait an additional 5-10 minutes for them to try and figure out how to do their jobs. The manager (maybe?) came up and was processing the refund. Big surprise, the credit card machine didn’t work so he had to give me cash. While I was waiting, a worker brought another incorrect order to the manager saying that the customer didn’t want pickle, to which the manager replied, “he said he wanted pickle.” Maybe so, but this is another example of 1) poor customer service and 2) blaming the customer.

Wow! That’s a lot! I was told by another customer that this is a training location. I’d have a little more patience and understanding, but I’ve seen the same cashiers working the drive-thru window on the multiple times I’ve been there. One of them was the cashier who asked me what I wanted to do with the incorrect burger. I know this is fast food (my experience yesterday was not fast and I left without food) and these are younger employees, but I worked fast food through most of high school. I would be ashamed if I executed like these employees, and I probably would have been fired.

Again, we wasted nearly 45 minutes of what would be a busy day of holiday shopping…inside of a McDonald’s. Luckily, my son is a trooper and he was great eating by himself. Oh, and to add some of his feedback…“the tables are all dirty.” Nice execution, team.

And some people wonder why McDonald’s has been doing so poorly the...

Came during rush (Sunday at 1230pm) and was told to pull to the side and they'd bring my food out. I asked where they'd like me to park specifically. the young lady stated "anywhere" and I parked, 20 min later and 3 people after me receiving food before me I finally went inside. My family to include my 2.5 year old twins were very hungry and now very upset, they stayed in the car. I came to the counter and an older adult lady was working the register, I calmly explained what was going on and she turned around to get some help figuring out where my food was and the younger workers were ignoring her. I used my "mommy " voice and said "Hey! Shes trying to talk to you" it was a bit loud but they started to pay attention so it worked? I said " sorry I don't want to be rude but I've been waiting a very long time and shes trying to help me and you're ignoring her, that's rude." They then stated my food already went out so they have to redo my order. I waited without further commenting until the same girl that told me to "park anywhere" commented under her breath "I cant wait to get out of here!" I said " yeah me to, if you told me where to park correctly I'd be out of here and my kids wouldnt be hungry." She glared at me but didnt say anything more. The manager came back with my order and I had to ask for my recipt back, so he reprinted it as it got lost? I appreciate that there was a manager trying to do the right thing as well as the lady at the register, But if I got brought out 2 wrong orders and saw 3 cars drive away with orders after pulling up behind me to wait, it was made abundantly clear this crew does not work well together and the result is wrong/missing orders and having to wait inside the lobby after going through the drive through and waiting an additional 20 minutes after pulling to the side watching other people drive off with what could have been my order because of I was brought the wrong food then told my food was given out I can only imagine the cluster of chaos they have created for themselves. I feel bad for the few crew members who DESERVE $15/hr because no...not...

So I came through the drive-thru at this McDonald's and I noticed that there was an offer for buy one get one for a dollar for the McChicken the cheeseburger or a four piece nugget. The disclaimer at the bottom of the offer was covered by the logo We're All in This Together. I asked the young lady taking my order for the details of the offer and she said she had to get a manager because she did not know. A person saying that they were a manager came on and I asked them also for the details of the offer as I could not read the disclaimer. I was told that if I ordered a cheeseburger, or any one of the items on that list but she specifically said cheeseburger, that I could then get a McChicken or a four piece nugget for a dollar. I chose to add that to my order but when it came up it showed the price for the four piece nugget which was 2.49 and was higher than the price for the cheeseburger I was specifically told that if I ordered a cheeseburger I could get a McChicken or nuggets for a dollar. When I told her I wanted the offer as she had explained it to me she got another manager and I told them I wanted the offer as it was told to me. The manager got upset and said that was the offer and that I needed to move out of the line because I was holding it up. I told her that I wanted the offer that was explained to me and she then threatened to call the police because I was holding up her line. I would suggest that either the logo be moved to where it is not blocking disclaimers and confusing customers or the the managers at least would know what their offers are and could explain them to the customers without getting hostile and abusive. I of course could not order there as she told me my service was denied so I went to Taco Bell nearby and got a very nice meal thank...