McDonald's — Restaurant in Plano

I am posting this as this location does not pick up their phone, their leads on duty do not resolve any customer issue, and the franchise owner/manager do not follow up on the feedback left through the Mcdonald's Customer Support.

I went to this store 9:10pm on 12/9/24 as I was starving and had not yet had dinner. I ordered through the app, went through the drive through and went home about 10 min away. Once I got home (9:30), I look in the bag and the two cheeseburgers in my two cheeseburger combo meal is missing. This is my entire meal that is missing, and even for a place like McDonald's who isn't known for their accuracy, It was gross negligence. I tried calling their phone 13 times, but no one ever picked up and the voicemail was not set up. I go back up there and speak to the shift lead. Because of how much food I was missing and the 20+ minutes I'm taking out of my night to fix their mistake, I asked if they could refund me that meal and give me the two burgers I was missing. He insists he can't, that he can only make me the burgers. At this point, I don't even want the burgers. I asked him if he could instead refund me the order instead. He says he can't issue refunds. I push back saying that they must issue refunds. He then says I have to bring the food back to get a refund, yet I explain again how I did not get that meal, so what am I supposed to return. The drink and fries? Eventually, he says he can, but I need a paper receipt. I told him I ordered through the app so I don't have a paper receipt. This entire time I have asked if you are not able to give me a refund, will you please give me the store managers phone since I called this store and no one would answer, to which he vehemently refused. He would not give me the store's number, the store manager's name, he wouldn't even take down my phone number so the manager could call me. At this point I am frustrated, hungry, and tired. I start crying and just asking him to please give me a refund of the food I didn't receive. The other employees are just staring at me while the lead is giving me the same non-answer. He finally says he can give me a refund, but I have to have a credit card. I used PayPal for the mobile order and didn't have a card on me, except for my apple wallet. Well, that is now the reason he will not refund me. I am still crying at this point because why have I wasted 30+ minutes of my time to not get the burgers or a refund. He says I need to come in the morning to speak to the manager so I can get a refund. Another woman from the back comes over, she doesn't look at me either but I guess now the lead will give me a refund. He goes over to the cash register, realizes there is still an open transaction on there, and asked the girl working the front counter why it wasn't closed. Turns out, the customer's card declined and he didn't fully pay for his meal. He was already long gone, so they just voided out the transaction of over $5. To put it in perspective, this lead refused a refund on a meal I didn't get because of their mistake and some random person got a free meal because of their carelessness. At that point, I said nothing and just walked out of the door. I have called the store at 3pm on 12/10, with of course no response. I'm writing this review in the hopes that the franchise owner or manager will see this and train their employees better. The policies and chain of command are very unclear and it is evident that this location lacks proper training and basic empathy. I'm also hoping that I get my money back, as I still have not received it. I would like to reiterate that I was polite this entire interaction, even when I was met with apathy and lack of understanding from your employees. I have never written reviews about fast food restaurants before because I understand the expectations are low, but somehow this Mcdonald's failed even to meet the bare minimum standards.

To anyone else: Check your food before you...

This has to be the best McDonald’s I have ever been to. It is like a super McDonald’s of some sort. I have never had a bad experience here and I come about twice a week for lunch and about 3-5 days a week for breakfast on my way to work. Staff is friendly and quick, my food is ALWAYS hot and delicious, and the place is spic and span clean! Today there was a woman bringing food to tables who doesn’t wear a real McDonalds uniform, but she is always dressed very nicely every time I see her. I heard her and a customer laughing together. I don’t know if they knew each other or not but it was very refreshing to see someone take the time to make nice with a customer instead of rushing and thinking about the next dollar to be made. I stopped her as she was passing by my table. I made a mistake when I ordered on the kiosk machine and I added an extra fry to my order. She said she would do the refund on the difference even though it was my mistake. She even let me keep the fries because she said they would go in trash so I might as well enjoy them. I might be coming here more often after today’s experience. Someone who takes the extra moment to make a customer feel welcomed and special is important. And the fact the she fixed my mistake shows that she will go above and beyond to make a customer happy. It is rare nowadays. Embrace this woman, McDonald’s!! I should have asked her name today but I didn’t. I’ll come back and edit my review when I...

I have to say I am a regular at this McDonalds I usually don't write post but this manager Michelle in this McDonald is completely rude. My first incident with this woman was when She told me it was my fault my order was wrong and I was lying about ordering fries. Look I understand people get your order wrong, and you know what? to move quickly let me just pay for it and move on. Well no she proceeded on informing well the above of what I stated. She lacks customer service and a smile like Ronald McDonald. My second incident I came through the drive through like always do and I recongonized her voice every time form that one incident. I was ordering and I told her to give me a second, I had I asked my son what he wanted. she told me hurry up because there was people behind me....and someone had just drove away and she had lost a customer. My sister was with me to witness it as well. I asked her if there was a manager and if she could give me corporates number she declined. My third encounter was when i went to get ketchup and I heard her say to this young man "do you need this coffee" yelling outloud. Again "do you need this coffee" and then this woman has the audacity to tell him "yes or jes" because he is Hispanic. Be ware of this woman. Obviously they have no care in the world about how she treats others or her employees. I have to say other than this woman everyone is always...