McDonald's — Restaurant in Pottstown

Have visited 3 times over the past 10 yrs and this was the first that it really wasn’t a great experience. Would give 1 star if not for the staff appeared to be trying their hardest. Order from kiosk, try find a table that was cleaned (we don’t mind few crumbs but tables were notably dirty like fear putting elbows on table etc!). Then when husband and I receive our meals was told would bring back the ordered coffee and it never arrived. Go to front and wait. While wait, see other customer waiting for two bags of items but nobody to help him. Two other customers waiting what likely was a while for service. Then when look behind counter see staff working so hard and cashier answers has been busy for hrs. Husband sees two staff hurrying so fast bump into each other and I see two staff hurrying looking like as fast as able. When go back to cars, see drive through cars lined up from front wrapped around building and no wonder can’t give attention to tables. Cars not moving along much in line that we could see. Hoping it’s not typical - we went from thinking no tending to customers to realizing every encounter was professional but gaps in their indoor service due to how busy they were overall. No idea of answer how on earth would fix situation. This was about 9:00 pm on a Thursday pm.

Addition to original message, to owner — appreciate your response within 2 hr of my review! When I went to link u provided it asked for case # which wouldn’t have, or a # on receipt (not at hand). Please know I did access your link but not able to complete the online form. I hope for your best that your location finds it easy to always be as good as you have been. I c 5 stars on many of...

I know they are owned by the same people but this is clearly the second rate McDonald’s in Pottstown. I placed a mobile order, and arrives five minutes before closing just to be left waiting for eight minutes. When the staff member came back, he told me that they were closed and couldn’t process my order, but they could ring up the order again. It was annoying, but it was no problem. The manager said she remembered my order and I paid for my order. When I was handed the bag, I asked the staff member three times, if the burger had no cheese, he nodded his head in agreement and told me to have a good day. The burger did in fact have cheese on it, and they didn’t give me the McFlurry I ordered. I pulled up to the window and alerted the staff member of the missing item and the fact that the burger had cheese on it. He took the burger back into the kitchen, which is against ServSafe standards, and then returned and handed back to me, saying there is nothing they can do they are closed. I asked to speak to the manager. The manager came and didn’t say a word just processed a return for the burger, ignoring the missing item. I told her I needed a complete refund. She then gave me a refund for the McFlurry. She never once acknowledged any mistakes or offered any kind of apology. It was 11 o’clock and I was getting into her person time was the vibe she was giving off. I do not blame the staff member at all. With management like this it’s a wonder this place opens and closes at all. With my children I usual spend about 50 dollars per visit here, but I’d rather drive the 15 minutes out my way to the other location to be treated like a paying customer and...

Everything went well until I got home the lady that was at the register did my order correctly she grilled it back the manager was the one expediting and she said to her is this the way you want it the lady at the register repeated said yes so I decided I wasn't going to look in the bag to see if everything was correct because of manager did it and was expediting and reviewed it with the register lady and still got it wrong I called with the complaint cuz I'm gluten free and so she just wanted to apologize to me I said man because of your mistake I have no breakfast before work she apologized again and was not ready to give me anything for my trouble and finally I said something and she put her name excuse me my name and the next time I'm there I get a free meal but the reason I'm making this complain she was quick to pass her mistake on to her coworkers she's a boss and she should not do that to her employees my experience is usually Pleasant I don't recall her name but it was June 7th about 10:15 a.m. anyway that was very wrong for her to accuse somebody of her mistake I understand people make mistakes and I wasn't really upset about it until she did that I witnessed everything that went on so I know it was her fault anyway thank you have...