McDonald's — Restaurant in Plainville

I would just like to preface, that we normally haven't had any issues at this particular location, but today's was quite interesting and extremely frustrating.

I had ordered my normal meal, on the app, like I always do. Get my confirmation email etc. Get to this location and go inside. I get asked, do you have a mobile order? Yes, I do. What's the order number? Upon hearing the order number, I'm immediately told that if it has a letter at the start, it's in the drive thru. End of story. Which is odd because I always order pick up at the counter. But okay, maybe I had made the mistake.

I get back into my car and, the issue I have with this is, this particular location is a one way, and you can't fully circle the building within the parking lot. So, I have to drive out into traffic and then reenter the parking lot on the other side to get into the drive thru lane.

When it's finally my turn to get up to the order screen I tell the employee my order number and she can't find it. Give her my name, can't find. I was literally told to leave the restaurant, get into my car and drive around the building to get into the drive thru lane to be told they can't find my order.

Now, at this point I drive back into the exact same spot as where I started, go back into the restaurant AGAIN, to be greeted by the original employee that told me it was in the drive thru. Which still confuses me a bit that no one checked, and I don't know if this happens a lot but, I don't see what the issue is of them just going to the drive thru area and double checking or grabbing my order for me in the very first place to have saved all of this hassle. But that's not here nor there.

Anyway, the original employee finally looks into my order and proceeds to tell me that the order never even went through in the first place. Even though I have an order number and confirmation email. So now, I guess somehow, they managed to get more order up in the system and are scrambling around to complete it.

I originally made my order at 12PM and my current receipt shows 12:23PM. Which, through all of the time that's passed I guess I'm glad they made my order then and it wasn't sitting around getting cold.

It was frustrating being told one thing, leaving and getting into the drive thru lane, to then being told that they didn't have it and having the woman in drive thru confused and saying, she doesn't even know why I would be told to get into the drive thru in the first place. It was a run around. There should be a better system or communication between the front and back of house and the drive thru. Or if the original employee would have at least just checked in the first place instead of dismissing me and saying I have to get into the drive thru lane. Only to end up exactly where it had all started.

Not to mention, that every time I go in there to get my food there's a woman in the back yelling at the employees. This has also happened on more than one occasion.

I decided to leave this review here on Google because the McDonald's website caps theirs at 1200 characters and It's hard to explain everything in that short...

Imagine this, you get off work a little early, take the train from Boston home to get the kids to the play place for some fun, and you arrive to McDonalds with the kids excited and things rolling smooth.

Your wife placed the order online prior to arriving and when you get there your slushee and pops are already on the counter.

Your youngest goes to the bathroom with mom to swap out his diaper before playtime. Your four year old is waiting with you at the counter.

Out of the back of the kitchen area you hear one loud f-bomb after another coming from the teenagers and manager. Your kid immediately looks at you, but you’re at McDonalds. What can you expect?

So, you get your meal and go back to the play place. You look over at your two year old to realize his diaper was not fitted properly and he starts to pee up and out of the diaper.

You grab him to take him to the car, and you being the responsible adult go to tell management. The young man who hears you goes back to talk to his manager.

They all take a poll in the back if they just want to shut the play place down and evict two other families playing there because “they just don’t want to deal with it”. Also imagine offering to clean it up, but no one has asked you.

Next imagine they were saying things like “who lets their kid pee on the floor”, “they must be terrible parents,” and how messed up it is the two year old had this accident.

Yes. All of these things happened today at this McDonalds. When I told the manager I heard every word they said and didn’t appreciate the mean and frankly awful things they said, I was told she was 24 and never wanted to have kids, so it wasn’t her problem.

When your customers and delivering value beyond cheap food ceases, what real value does this place have anymore? None.

• Massive kudos to the general manager at this location who called this afternoon expressing how sorry she was at the situation. She empathized with me as a parent and completely took ownership. Many thanks for her calling me and talking with me through it. You’re good at...

I actually like this location. However, tonight, around 6:15 or so, I got into a fairly long drive through line just to order an ice cream cone. I waited like everyone else, got to the first window to pay and because I received a phone call while I was waiting I asked the cashier, who had taken mu order if I could get my cone in a cup. She yelled over to someone about the cone, I thanked her and drive foward, about 3-4 cars deep now. When I got to the window there were other orders waiting, the server went to get my ice cream cone and I said politely that I had asked for it to be put in a cup. She turned around with what I told the person I was on the phone with, "with an attitude." She told me in a very rude tone as she was giving me my cone in a cup that "next time ask for a cup at the window because you are holding up my line!" I just asked "what?" She said that "I was holding up her line because (she) had to go back to get me a cup!" Seriously??? I waited while others ordered Happy Meals and bags of food and my ice cream in a cup held every one else up??? Very rude, uncalled for and plain stupid! Sorry, but that kind of an attitude from a customer service employee is unacceptable! For that she gets 2 thumbs down from me! I will mention this incident to a manager. If she was having a busy, bad night, I'm sorry, learn to deal with it or leave. Do not take it put on your customers!!!

Postscript: I want everyone who reads this know that I did return to this location the following morning and spoke with the manager on duty. I was assured that the employee in question would be dealt with appropriately and without a doubt the behavior was not called for or acceptable. I receive a thousand apologizes and a free cone! I am satisfied with the response and hope that the appropriate action will be taken to ensure that every customer deserves the highest level of service that...