McDonald's — Restaurant in Roanoke

This is probably the WORST Mcdonald's location in Roanoke regarding speed and service. Everyone that works at this location is so SLOW and no one seems to care that I placed a mobile order and STILL have to wait. I thought the whole point of ordering through the app is so I can "skip the wait and the line". But that couldn't be further from the truth. The ONLY thing I ever come to Mcdonald's for is a caramel macchiato, that's all, and I somehow still end up waiting 10-15 minutes for a DRINK. This morning was probably the worst. In the app there is an option to select that you're already at the restaurant, even if you aren't, so they can start working on your order immediately. I placed my coffee order, and selected I was already at the restaurant before leaving my home. I arrive at the place expecting to just grab my coffee and walk out, but no, they haven't even started. You can see all the online orders on their screen and my number was at the top, along with about 5-6 orders below it. They weren't even working on the online orders, just taking care of customers in the drive thru and the walk ins. I asked the gentleman at the front if they were working on my order because I had to get to work and couldn't wait around, and he told me he was working on other orders (drive thru), and I would need to be patient. I explained to him that I was on limited time and placed a mobile order that should have been ready by now, and he told me that I will need to wait until he gets to my order. When I finally did receive my drink, I ended up being 5 minutes late to work. Is there no one else that works on the mobile orders? The fact that this location has a kitchen FULL of employees all chatting and joking around, but none can do mobile orders is extremely concerning. I really hope the store manager or district manager sees this, because this location is absolutely SAD and needs ALL employees to go through training again. The lack of customer service and speed is just awful and really needs to change. There is absolutely NO reason I should be waiting on my mobile order while walk in customers in the restaurant get their items before me. Absolutely unacceptable, and I wish I could give 0 stars because that's what this location deserves. This isn't the first time this has happened either; this is an EVERYDAY thing. I don't understand why if Chick-Fil-A and Wendy's can do their mobile orders quickly and efficiently, why...

This store has undergone a relatively recent renovation and I believe brought in new leadership not too long ago, but it is not running well if today was any indication. I used the kiosk and had to wait 17 minutes for my food. The sandwich was right but the drink was a regular Dr. Pepper not the Diet Dr. Pepper I ordered. I ordered a dine-in meal and was handed a bag. The bag did not contain any ketchup for the fries nor any napkins, and the dispensers in the dining room for napkins were both empty and there was no ketchup available. I could have asked for some but the crew was struggling enough as it was. There were five or six customers standing around the counter the whole time I was there including one who shared with me that things were just like this three nights ago when she came to this store. While I was waiting, at least three customers who had received their orders returned to the counter because their order was wrong, after they had waited a long time for the order. I do not know how the order management system works, but the waits I witnessed and the numerous errors in orders is not acceptable. The food at fast food restaurants isn't great - that's not why people go there. We go because we are in a hurry and want the food to be ready quickly and the order to be filled correctly and to the brand standard, whatever that is for the specific item. That is the hallmark of fast food. This store seems incapable of doing either consistently. They looked busy with a long line at the drive-through to go with the crowd of people standing around inside waiting for orders, but I think it was because they were doing such a poor job that this backlog occurred. I believe McD's system has been proven to work in general, so the problem seems likely to be with this store. I didn't know if it's lack of training or poor leadership but something is not...

I have been to this McDonald's quite a few times and the food and customer service has been great ! The one at cave spring (oak grove )does not live up to the standard like franklin rd. Not to mention the parking lot sucks! Update from two months ago, the food was good and the coffee was really good as for customer service, was very good. It deserves better than 2.8!

Well this is the first time in two months since I have been there, and unfortunately the food has gone down a little. My boyfriend bought me a fish filet and large fries and brought it home and the sandwich looked and taste like it had been microwaved. The sandwich for the most part was tough. My boyfriend complained about the same thing with his quarter pounder. It is really sad that after giving five stars that I have to give it two!! I hope things get better soon!

Today my boyfriend went to this mcdonalds and said not only was it dirty, but it took fifteen minutes for my food!! The food itself was ok, not up to the standards. I guess we will go back to oak grove. 9/16/17

9/29/16. Well where do I start the good news the restaurant was clean, the bad is our order was wrong, didn’t realize it until my boyfriend brought it home. It was suppose to be a fish filet but got a Big Mac! He told her twice fish but she still got it wrong. The food on top odor that tasted old,especially the fries. Really getting aggreviated after it being so good at first,now! Boyfriend said he was going to give it one more try. I think oak grove...