McDonald's — Restaurant in San Juan Capistrano

I am writing this review in hopes that a higher up with influnece will see this review so a change can be made. I live in San Juan and frequent this Mcdonalds at least 3 times a week. My order is very simple. its a small and a large Soda water with Lemon. Yesterday August 4th 2025 in the morning between 9:30-9:40 i pulled in to get my normal order and was told that going forward I would be charged the amount of 2 sodas for carbonated water. The reason for this review is as follows - I have been coming to this location for over a year 3 times a week to order the soda water and I have never been charged. Not one time. The reaoson I am upset as the customer service i recieved for the Managment NOT the staff was terrible. I want to express I have no problem paying for the water if that is the company policy. With the cost of things it is what it is. The issue I am having is the inconsistancy on the information I am given by the Mangment not the staff. I want to make sure the Manager does not try to push this off on his staff when he is this one who dropped the ball and was extremly rude when i bought this to his attention. When i was told why was there a charge going forward they stated its per our manager. So I requested to speak with the Location Manager not the general Manager. The Location Manager would not come to the window and sent the general manager instead. All she said was my supervisor said we have to charge you. I then said again I requested to speak with him and he is not coming to the window and he finally did. The manager of the Location is "Raul" store number 2615. I have no way to verify this as he refused to give me his last name or his business card as he stated it was McDonalds Policy that they as Managers do not have to give out there work information. This employee stated he was a mangaer of multiple locations not just this one, and continued to deny me any information so I could file a complaint and CC him. The reason why i am angry with the lack of respect is he told me it has always been the store's policy to charge for carbonated water. I said sir how is that the case when you your self have served me Carbonated water on different times I have been here if I came into the cafe. He stated well if its a one or two time thing its not an Issue. I said sir that is a lie as I have already expressed to you I come multiple times a week. He stated well I was unaware of that. I said Sir no you are not as one I just told you how often i come and two you have served me this exact order. He then stated well I had informed the staff before hand that you should be charged. I then asked how is that possible when you just told me as of today I will be charged? So it sounds like you are lying and I caught you in this lie. If you communictaed to the staff months ago to charge me and I am be very open in telling you i come 3 times a week why have I not been charged if you are claiming its company policy? I then stated is this your pollicy or the policy of Mcdonalds, and also if you have already instructed your staff multiple times over these months I should have been charged everytime I come so witch is it? I also mentioned I doubt his staff would go directly against his directive so that lead me to believe you have never adressed this too them.

I know that these locations are locally owend. Thats is fine. My issue is you have someone in managment that is a not a good leader as I caught him in a lie over 3 times in our conversation. I will pay for the soda water going forward but if the policy is you have to pay then I need to be charged every time and not told if we thought it was a one or two time thing than its fine. That shows no respect for the rules in place and gives the location to operate at their own discression rather then upholding actual policy Please also inform Raul he needs to be humble when it is brought to his attention he is not being truthful in conversation especially when its proved and not blame his staff for something...

Wow, I don't feel so bad looking at the other reviews. This is a franchise store and they lean heavy on drive thru support. Management is often hovering around here. Suppose I can't blame them the drive-thru is busy and does move along, but their walk-in service is terrible. Food and paper food common on the ground. Drink station no wipe down and ice is very slow. I've seen cleaning supplies and rags just parked by the trash areas, that are often found very full of trash, eww. I agree with others, poor stock, poor clean in mens toilet. Also, paper-less restroom with a hand dryer that barely works. Nasty windows, if you can see out past the adverts. On the upside: flat screen TV in main dining. A couple tables to watch, McD TV. Interesting 6 person shared table usually gets hogged by one person. Off entrance directly right is more seating, a little quieter if school kids are around. The small dining room is also very bathroom close. Four self serve ordering kiosks. If I do go back, TIP another customer not an employee (that would imply extra helpfulness) said just download the smart phone app, faster. TIP extra parking in back. Or (LOLz) go towards the back and pull a hard right U-turn to next door, shortcut to Carl's Jr drive-thru :D. Looks like there's a separate kids area in front. To be fair there is a night Mgr that has...

soooooooo frustrated. tried calling to resolve the issue I had a complaint about and no one picks up phone either.

went there today. used mobile app to place order. so realistically they had a heads up and should have had my order started and or ready.

at drive through window I am told it's not ready yet and that's after waiting some time in the long line at drive thru. so while I wait I calculate the carb count for the food I ordered for my daughter and give her insulin while we wait. 5 min later our food finally arrives and I am asked if we had the breakfast sandwiches. yes we had two. I grab bag and we drive away. as we get on the freeway I open bag to see that the sandwich I ordered for my diabetic child who is insulin dependent is not in the bag after all. all I have is the chicken nuggets and fries.

beyond the fact that we paid for food we didnt get... now I have to exit the freeway again and find a food place where I can buy something with the right number of carbs to replace the missing food or watch my kid have a sugar low which any person that has T1 knows scary.

now I am super patient person and usually I dont stress this kind of stuff and go back or deal with the refund process. but seeing how the app use is something they are pushing really this is unacceptable. and what business doesn't pick up...