McDonald's — Restaurant in Pullman

I’ve only visited this McDonald’s a handful of times, but I’ve had two disappointing experiences in a row that I feel compelled to share.

A couple visits ago, I placed a mobile order (as I always do) and pulled up to the first window to receive my receipt. After waiting briefly, the employee opened the window and, without any greeting, he abruptly told me to "pull up to the next window" before shutting the window in my face. I wasn’t even offered my receipt, which felt unnecessarily rude and dismissive.

During my most recent visit, I again placed a mobile order and pulled up to the first window. After a short wait without being acknowledged, I decided to drive forward to avoid another potentially unpleasant interaction. At the second window, the employee (who seemed new and was doing his best) appeared confused about my order and suggested I might have paid for the wrong one. A more experienced staff member came over and clarified that my order was indeed a mobile one. However, she questioned why I had skipped the first window. I explained that no one acknowledged me, so I assumed I should move forward. She told me that dishes are often done near that window and that I should at least try to interact with someone there to prevent confusion in the future. I apologized, and the original employee kindly handed me my food.

While this second visit wasn’t nearly as upsetting on its own, it was frustrating to feel like I was being scolded for something that stemmed from a lack of communication—and from a prior negative experience. I understand things can get busy, but I would appreciate more consistent and courteous customer service, especially when using the mobile app, which is meant to streamline the experience.

After these repeated issues, I will likely not return to this...

This McDonald’s has just undergone a remodel. I think the kiosk ordering is not easy especially when you have a 2 year old at your side while some lady is attempting to teach me how to use this ordering system. There is no hurrying through it and then when you ask to remove items from the burger she tells me press here. When my burger arrives and I complain it’s not right they told me you ordered it light onions, ketchup, and mustard. I wanted them removed and I’m sure there was an option to remove them completely I sure did not learn that function. They did however fix my burger. When the gal who tried teaching me to use this kiosk , brought me the burger she said we fixed it but you did actually order it the way it came and walked off before I could even respond. I was actually shocked. So I would say this kiosk ordering system is not user friendly when your toddler is pressing every button she can, running around, and leaving me while I’m still trying to order. Bring back customer service because this was nothing close to it. I guess from now on I will avoid the inside ordering by going through drive through first then coming...

Okay. I'm reviewing a McDonald's. We all know McDonald's are universal. Same foods, same quality, same prices give or take. But let me tell ya, folks. This one's different. In the 2 years since we've moved to Pullman, we've probably gone here more than a hundred times. (I have an unsweetened ice tea habit.) Not even once, has our order been messed up. Not once. Whether it's a car load of kids, or just me for ice tea, it's always right. Do you know how often I've been served sweet tea, instead of unsweet tea at other McDonald's? Of course you don't, and I haven't kept a log, but I'm pretty sure it's around fifty percent.

In addition, to being good at performing the basic McDonald's stuff, the people are freakishly pleasant.

You always feel like they were looking forward to your visit, are really happy to see you, and genuinely hope you come back. There's a level of energy, eye contact and effort toward connection that you don't see or feel in fast food transactions. It's...