McDonald's — Restaurant in Phoenix

I’m incredibly disappointed with the service I received from the McDonald’s located at 6650 W Van Buren St, Phoenix, AZ 85043. This experience was not only frustrating but deeply disheartening — especially as someone who used to work at McDonald’s and knows the standard of care and professionalism that should be upheld.

I placed my order through the official McDonald’s app — not a third-party delivery service — and waited over 30 minutes as the screen continued to say “waiting for food.” After nearly an hour passed, we received a call from the delivery driver who, despite only speaking Spanish, did his best to communicate with us. He was polite and patient and confirmed that he had the full details of our order on his end. Unfortunately, he informed us that the restaurant had no record of the order, despite it being visible on both his screen and ours.

My husband contacted McDonald’s customer service, hoping to find a solution. The representative, while polite, could only offer a refund and stated there was nothing else they could do. She even attempted to reach out to the restaurant and ask them to remake the order — but the staff outright refused, claiming it wasn’t their responsibility. Not only did they refuse to help, but they were also incredibly rude and dismissive throughout the situation.

What’s most upsetting is that this could have easily been handled with basic decency and accountability. As a former McDonald’s employee, I know what it's like behind the counter — but there is never an excuse for rudeness or refusing to take ownership of a customer service issue, especially when the mistake lies in a system the customer has no control over.

I’m deeply disheartened by how this was handled and honestly ashamed that this location represents the McDonald’s brand. This used to be a family-centered establishment that brought people joy and comfort. Sadly, that feeling has been replaced with frustration and disappointment, and this isn’t the first time we’ve had issues at this location.

McDonald’s — please do better. Customers deserve respect, reliability, and basic human courtesy — especially from a brand that has built its reputation on being family-friendly and...

Unfortunately my experience was terrible, Today is July -9th- 2021 11:00P.M , I walked into the lobby , however I was approached immediately & aggressively by a woman who stated “the lobby was now closed & I must wait outside” , (I came in a car so it wasn’t a problem to wait OUTSIDE ) -but- she didn’t even know why I was there , so I then said “I understand & I will, I just have a question before I walk back outside , Im simply picking up an order, do you possibly have a clue how long this will take?” - “PERLA” The “ MANAGER “ who’s name is not PERLA?because I called the McDonald’s and asked the staff member who picked up I asked for her name , HER NAME IS MARIA aggressively stated “go outside the lobby is closed” so again I said “hey I understand you are closed, but I’m just picking up this order I’ll wait outside can you At least acknowledge I am here & assist me with this pick up? She said I must again go “OUTSIDE” I said fine, I ASKED FOR HER NAME because she had no name Tag I see now why “what a convenience” She lied !!! & stated her name was (Perla) why? I called & Received her name (Maria) , MARIA was so rude so ,disrespectful so aggressive & through the terrible experience she lied as well , Now I’m not sure who McDonald’s has representing the establishment on 67th Ave & Vanburen but if “PERLA’s “ who’s real names are “MARIA” are managers of local McDonald’s such as this one , how then can I trust the food that is distributed from the locations when honesty is clearly not a core value ? McDonald’s is ok with lying? What else is McDonald’s Hiding? I am very upset with PERLA or MARIA at this point her name could be BOB , is this the face...

I came here to eat and order through the kiosk. I went to use the restroom and came out was waiting for my order for over 20 minutes. Then I went up to asked for a water the girl at the counter saidy mobile order was ready but when I looked the on the receipt it was a quarter pounder. I told her I did not order this I order a hot spicy and medium fry. She said okay and I went to sit down and wait another girl approached me after waiting 20 minutes and said your order been ready and since I was in the bathroom it was my fault. I didn't even say anything about the wait, but she felt the need to tell me the reason why it took so long was because I was in the bathroom and i said I've been out of the bathroom for awhile now and she just seem like she wanted to argue so i told her it's fine and shook my head and went to sit down she then went to her co workers and laugh about the situation. Worst customer service ever. Then on top of it my Fries were cold. This younger generation doesn't know anything about how to work and take care of customers. I use to work at McDonald's and never did I treat anybody like that. I can understand if I came to them with a problem of waiting but I didn't. She just felt the need to say it was my fault cause I use the restroom. This McDonald's isn't as busy as the others and are full staff. So I don't see why it took so long in first place either. I would suggest to other people go to a different McDonald's because this is one is...