McDonald's — Restaurant in Richmond

Ive been waiting for over 30 minutes to get my food. This is ridiculous!! When I got here there was no line and no one waiting for food in the dinning room so I figured it should be pretty quick considering there's about half a dozen employees behind the counter. So I'm standing at the register waiting to order but no employee is coming to take my order. Figured its because the dice through is busy. I tried to get a few employees attention but they were obviously ignoring me. After waiting over 10 minutes a young female employee looks at me and says "you gotta use da thing over there, we ain't taken no orders" she's refering to the self order kiosk and I was shocked that it took 10 mins for someone to tell me that. Why isn't anyone ? It's only 9:45 p.m. why isn't there a sign or something informing people? Sure self order kiosk is convenient but only if it's by choice and not by force. When you're using it by force and feels like they're removing The Human Experience which makes it feel very impersonal I for one don't appreciate this impersonal experience. so I order my food but I have a coupon so I can't pay at the kiosk I have to choose the "pay at register" option which means now I'm back to waiting on someone at the register. Now I'm flagging ppl down to get someone and they are all ignoring me.....again. I flag down the manager and ask him why I've been in this restaurant for over 15 minutes and Tustin and my chicken sandwich and he tells me that they had to make it fresh because I ordered it would no salt, it would take 7 minutes to cook. So I thought well at least my little be fresh so I'm not too mad. I waited 10 minutes and walk back of the counter flag down the manager again and I am for men that I did Ben 10 minutes and I would like to know if my sandwich is ready. He hollows back if it's ready and the cook I see comes up to the front looks at the oven and says no it's got another 7 minutes and turns the oven on.... THE OVEN WASNT ON THIS WHOLE TIME!!! so I said screwing give me the one with salt, because I have already been here over a 30 minutes and I do not want to wait any longer. So I ended up not even really getting the food I wanted because here I am with a Sultan chicken sandwich when I wanted it without salt and I waited 30 minutes which might not be a big deal to sit down restaurants but this is fast food and I really only had about 5 maybe 10 minutes to spare. One of the worst experiences I've ever had McDonald's. I will not return...

Yesterday really pissed me off. I watch this place serve everybody in the drive-through and about 6 people on the inside and giving 2 people their orders before me. Mind you, when I pulled up, it was still 4 cars in each lane that still needed to order and 3-4 additional cars waiting to pay for their food and 2-3 waiting for their order to come through the window. So I switched my placed order from the drive-thru to counter pick up. I also watched 2 people come in after me get their food and leave mind you they're getting full blown meal and I only ordered fries. I watch a man order his food for his family at the kiosk wait 10 mins to pay and still got his 3 meals before me.

I really never understood why y'all are called fast food if it takes 25 mins for some damn french fries. I come here damn near every day cause my baby doesn't want fries from anywhere else and my husband works down the street. But that's definitely about to change. Y'all give provide poor customer service on the inside. Y'all treat people like we're bothering you. Y'all don't address customers in the lobby. Y'all will let the lobby get full before speaking. Y'all hide behind the wall and talk shit like nobody can hear you.

I honestly hope the inside step their game up. It's going to be an ongoing problem as long as the staff has a bad attitude and treats customers like we're drug addicts and beggars. You would've thought we didn't pay at the kiosk or had to provide the payment...

waited in the drive thru for 40 minutes to pick up a mobile order, which was fine it was late and they were probably understaffed. we gave them the order name, code, and even the items we ordered and they said someone already picked it up. i’ve worked in fast food for years so i know that can happen , whatever. we pull up to the window and literally show them the phone that we ordered on, we had been sitting in the line for 40 minutes so there was no way we could’ve already gotten it. the manager spoke to us but didn’t even try to work with us or offer a solution of any kind and that’s where my issue is. they were not helpful or understanding at all. it was literally just french fries and a couple pies, and they told us there was nothing they could do for us, not one sorry or anything. i just don’t understand how we can have all the proof that WE ordered it but someone else gets to walk away with food that WE paid for. i’m sure they didn’t ask the people who picked up our food to show them their order screen. i really would’ve appreciated some more understanding from the people working, or even just offering a solution other than getting a refund.

edit to add: the manager told us there was nothing they could do and that we could just get our order refunded on the app. tried getting a refund through the app but we were told to call the store so they can issue it, and they never picked...