McDonald's — Restaurant in Rapid City

We were traveling and ran into groups of debate students post-competitions. The way to the register was clear, and I heard the man in front of me say he didn't think he was going to "wade through all that to make a order." I didn't know what he meant until we stepped up. Mickie was pleasant and empathetic but explained we had to order from the kiosks because she was a "cash only" register." I then turned and looked at the lines of students using the kiosks. My husband then uttered words I thought I'd never hear him say, "Wait! We could use your app, couldn't we?" So, I pulled my phone out, we sat comfortably at a booth, and ordered our meal.

I asked about his usual instructions for his Quarter-pounder with cheese, "no salt on the meat, no onion, no pickle, plain." He told me to just order it regular, because they were in hurry mode and he didn't think he would receive it the way he wanted. The app said my order was ready for pickup, but it wasn't because they were waiting for no-salt fries, which were good and hot. My deluxe chicken sandwich was OK; next time I think I'll delete the mayo. My husband's burger had ketchup all on one side that squirted on his cheek. And, when I noticed he was losing a couple of onion slivers, I recommended he take them off. When he opened the bun, the burger was covered in onions, and looked like "extra" had been requested.

Some of the students' orders, like for pies, had made their groups antsy about leaving. I saw one young lady order at a kiosk before we ordered on the app. In my opinion, the kiosk should keep a decreasing count, know when a item like pies are out, and be able to tell the customer something like, "a pie will take five minutes for baking and two minutes for cooling and packaging" and ask if that's satisfactory before allowing the customer to pay. Instead another student came back in to incredulously say how many minutes she had waited on her pie. They called her name, she grabbed her bag, and both students ran for the bus.

Other than that one delay, I didn't see or hear anyone complaining about food or wait times. The staff was working quickly to...

To Whom It May Concern:

I am writing to report a deeply concerning incident that occurred this morning, July 13, 2025, at approximately 6:00 AM at your McDonald's restaurant.

I placed an order for 8 breakfast sandwiches and 8 hash browns through the drive-thru. Despite there being no other customers in line either before or after my order, I was immediately directed to move to the waiting area after reaching the window. While briefly responding to an urgent work-related message, the manager on duty (identified as Anna) approached my window displaying hostile behavior. She aggressively gestured at me and threatened to cancel my order, stating I was "hurting their metrics."

This interaction is particularly disappointing as I am a loyal customer who regularly purchases meals for my entire business team from this location, spending hundreds of dollars monthly. Such treatment is unacceptable from any employee, but especially from a manager who should be setting professional standards for other staff members.

The threatening tone and unprofessional behavior demonstrated by Manager Anna falls far below McDonald's standard of customer service. As a result, I requested a refund and will be taking my business elsewhere. This is regrettable, as your location has been our go-to choice for team meals until now.

I strongly recommend reviewing both the management practices and customer service training at this location. A manager's role should be to enhance customer experiences, not damage them.

Sincerely,

Nick - Once your loyal customer...

We understand that McDonalds is busy with the launch of the Halloween buckets but our service on 10/18/2022 was a ridiculous. We used the app to place our order and pulled into the appropriate parking spot and waited for our food to be brought out - we waited, we waited, we waited - the cars on either side of us had their food delivered and were replaced by new app order cars who also had their food delivered to them, then we waited some more. At 26 minutes after my card had been charged for the meal we had to go in to get our food. When the staff was asked what was taking so long for our food, we were told it was because we ordered sweet tea and they were out, they would have to brew more which would take an additional 10 minutes. We told them to just switch the drinks to coke. At that point they made the drinks and the McFlurry. Unfortunately, the McFlurry we ordered was not correct. At that point we were tired if waiting for our food and did not go back in to exchange the McFlurry.

McDonalds could have handled this situation way differently. They could have sent one of their runners out to let us know they were out of sweet tea - instead of that they left us sitting there for almost 30 minutes and we had to go i side to find out what was taking so long. I have used the app previously during busy times (both lunch and dinner rush) and have not had this type of experience. The staff needs better training on customer service for their app order customers. A 26-30 minute wait time at a fast food restaurant is...