McDonald's — Restaurant in Richmond

I have had bad experiences with the McDonald's on the eastern bypass in the past. This is the only one in the entire state of Kentucky that can actually get my order correct about 10% of the time and, 2 years ago stopped going there at all. I would actually drive out of my way and waste gas to go to any other McDonald's. But for some reason today I didnt have to option to go to another location so I thought I would give then another chance. When I pulled up to the speaker I was greeted nicely, and stated placing my order. 3 sausage biscuits, 2 breakfast sausage burritos, 1 ham egg and cheese buiscut, 2 drinks. Not a complicated order. The attitude of the person taking the money was very off putting. As if he didnt want to communicate with anyone at all. A nice hello with a smile goes a long way but he didnt even look at me when he handed me my change, then said "have a nice day" in a tone that sounded as if he just came from a funeral. I never said anything because everyone has a bad day from time to time. When I got to the last window I got my drinks first like always, and was handed one bag of food with 5 items in the bag, so something was missing. I looked through everything and the guy at the window informed me it was all in there when he noticed I was still sitting there looking in the bag. I replied back, "im sorry im missing a sandwich." He asked me which item was missing and I answered, one sausage biscuit. All at once the guy in the window looked at me as if I were lieing and trying to get free food. So I repeated the food items of my order to this guy and had to pull each item out of the bag and show them to him, when he saw that I was correct and he messed up he started saying something to the person behind him then in about 3 seconds a second bag is quickly shoved out the window held open my one side, the bag was wrinkled as if it was manhandle and the sandwich was not even wrapped in the bag. Now that they had failed at getting my order correct and succeeded at making me angry, I drove off to avoid any conflict and left to come home. I get here and everything was fine other then the ham egg and cheese buiscut didnt even have the egg on it. So I still had not got my order correct. At this point I was more then mad. So I called the store. I never got a recite for my order when I paid so the number had to be looked up. That made it worse. After arguing with google for a few minutes to give me the phone number, I was ready to bring the whole order back and just get my money. I called anyway and the automated recording connects you to a manager at the store if you select the first option that's given. After I called 15 or 16 times a manager finally answers the phone and listens to my complaint. Apologized for the issue and starts to tell me that I could have my name wrote down in a book and I could come back up there and get it with the recite I could get it fixed. I was not coming back. The service was NOT the best but the attitude the manager had while talking to me over the phone, lead me to thinking I was wasting my time and there was no point in getting the replacement. I was talked down to and looked at like a thief while there in the drive thru, and distraught was a nicer word for what I really was at this point. The manager finally told me to just come up there and I could get the item replaced. Making another trip up there right after working a 12 hour shift in a hot factory all night was not happening. I would have been fine with a credit on a future order if I was 100% sure I would get it. I have had my name wrote down in there books a few times and never was given the replacements when I came back on other days. I gave the manager my name let him write it down. He wrote down the wrong name at first and when I asked him to repeat it he said it really slow and slightly louder than the volume he had before. At this point I had made up my mind. I was never coming back to this McDonald's again and this time was a mistake on my part for thinking that the service might have improved...

1/8/2025 Customer service doesn't exist here anymore, the food is always cold and nasty. Everytime I think it will be good this time...but NOPE COLD AND OLD again. The only good that comes out of that kitchen good is the damn cookies! McDonald's has an EXCELLENT training program, why isn't it being followed, where are the uniforms, where is the service with a smile? Where is QUALITY FOOD OR QUALITY CHECKS..STEAK AND SHAKE HAS BETTER FRIES.

This is not a lg fry. And the small fry is just laughable...at least they were hot this time but undercooked! Some improvement

Please add a bacon griddle to the menu (you have a sausage mcgriddle so please put a bacon griddle on there as well..kinda dumb to grill the item and the inventory will be off on the egg and cheese I have to pay for EVERY time. Also please add an espresso vanilla milkshake please! I claim rights to the shake idea...lol everyone try a lg vanilla shake with 1 espresso shot....it is delicious and I'm hoping if more people order it I can stop getting told no they don't do that. Any one who has worked at McDonald's knows y'all are back there making your food special...lol (I did) so please do so for the customer, if you have the ingredients to make what I would like why not, especially an almost $6-7 milkshake depending on size.

I ordered griddles and of course they are soggy...total disgust to get soggy bread. Griddles cannot and should not be placed in the cabinet above steaming foods. The outside of the mcgriddle is suppose to have a slightly toasted outside and soft inside...not soggy wet with steam from the other foods being kept in...

Awful experience. The only redeaming factor was my order was correct when all was said and done. I get to the drive through and order what I thought to be a simple order. I ask for a #2 with only pickles and mustard, with a small oreo mcflurry. The employee then asks what I would like to drink, so I respond "no drink, just the mcflurry thanks". To which they respond by snapping back "no I mean what to drink with the combo". I explain we do not want a drink, they audibly sigh over the speaker and go silent, all the while I see many wrong attempts at my order show up on the screen. They finally respond telling me we cant substitute a mcflurry for a drink (which I have never had an issue doing before at other locations, but whatever that's fine) and I have to repeat the entire order again for them. Which they didnt shy away from letting their frustration be heard over the speaker. I give my second combo order of the big mac combo with a small Sprite. I pull up to the pay window and ask(Damian I think his name was) if they would mind to read me back my order, and they did not have the first combo rang up correctly, and tells me they cant do a small drink with a big mac.

It baffles me everytime I venture to McDonald's it seems any small deviation from a standard order just throws a wrench in the gears. Do you not train your staff on how to make simple adjustments to orders? It really isn't that complex.

Again the saving grace was my order was at least correct this time at the...