McDonald's — Restaurant in Scottsdale

👉 By far, one of the most deplorable and pedantic customer service experiences I've ever had. And this is all because of a manager named Ashley who was working during the time of my visit at approximately 5:40pm on Thursday October 17, 2024.

I submitted a Mobile Pickup Order via my convenient McDonald's App and visited the store located at 15768 North Pima Road | Scottsdale, AZ 85260 and was greeted by a kind young man at the register (who's name I did not get the chance to retrieve, my apologies). Upon checking in, I asked the young man if he could make certain my modifications were in place for my mobile order and also if I could have his assistance with redeeming a coupon I was assigned via the McDonald's Survey website.

He apologized and said he could ask his manager (Ashley) for assistance considering that he was unfamiliar with how to apply the Survey Codes.

Just then a woman wearing a black polo approached the register and stated "Yes I can help you with that. The survey code requires that you purchase an item and we can give you one for completion of the survey." She had a very taciturn demeanor, seemed highly disinterested and most disingenuous—equally she possessed very little capacity of even pretending to smile.

I was very familiar with the apparatus of the Survey Coupons considering that I have redeemed multiple codes for completing surveys in the past.

All of a sudden, Ashley recants and says "Oh actually I CANNOT do anything for you because you have a mobile order!"

To my surprise, I responded "Oh that's interesting. I have redeemed multiple Survey Codes at various McDonald's locations, it's always worked before. I've even redeemed codes with a mobile order picked up from the Drive Thru."

Ashely persists with the same monotonous tone of defeatism while adding "Yeah, I don't know what's going on there, could be a franchise that you visited. I must follow our rules so my hands are tied."

I asked again, "So, just to make sure I am understanding this correctly; you are refusing to assist with something that I am telling I've been able to complete at multiple McDonald's locations throughout the Phoenix Metropolitan Area without complication(?)"

To which she insisted "Yes that's correct. You were only able to do that because you visited a franchise. We have separate rules that we must follow so my hands are tied".

Please note that Ashley's entire demeanor remained unshifted. Not only was she non-enthusiastic, seemingly annoyed, and unwilling to accommodate, she didn't smile not even once during this interaction. I simply wanted to make certain that individuals are aware of the fact that there are people in managerial positions who have the opportunity to enlighten a situation by providing activated customer service while being solutions-oriented; however if someone does not like their occupation then the display of such becomes obvious and they will not move in a direction that is in alignment with the mantra of said corporation. I do hope that one day Ashley may find a role with a company that is better suited for her; for it's highly apparent that she is not currently happy working...

My guest and I happened to stop in for a quick breakfast at the Scottsdale McDonald's, located on Pima Road and Frank Lloyd Wright. (Tuesday, 09/27/19 at 10:03 a.m.)

The service was "okay," but the front counter and kitchen personnel were engaged in excessively loud personal chatter, which was disconcerting, as my guest and I were eating our breakfast.

We both ordered an Egg & Cheese Biscuit sandwich and coffee. Despite the excessive employee conversations, our food was fresh, prepared appropriately and it was tasty.

Other than the loud conversing staff discussing personal lifestyles, here's what I didn't like about this particular McDonald's:

VERY OUTDATED: This McDonald's is long overdue for a major remodel.

NO SELF-SERVICE ORDERING KIOSK: Since its inception, if I am inside a McDonald's equipped with a touch-screen kiosk, I use the kiosk 100% of the time to avoid the frustration of trying to accurately communicate my food order with a young, inexperienced, confused, and usually inattentive front counter employee.

In fact, I stopped eating at McDonald's several years ago due to poor service and food ordering errors. However, when McDonald's instituted self-ordering kiosks AND mobile app ordering, I gave them another try. Since then, I have been very pleased with this modern method of conducting business.

About 95% of the time, when I order food through a kiosk or mobile app, the order is made correctly.

NO DRIVE-UP (OUTSIDE) MOBILE ORDER PICKUP AREA: That morning, the McDonald's mobile app was not functioning (the app still needs MUCH work, but is improving slowly). I noticed this location had no parking spots reserved for food order pickup. So, it was either drive-thru or going in.

WET AND SLIPPERY ENTRANCE AND WALKING AREAS: When I arrived at 10:03 a.m., an employee was washing the mentioned areas with with a hose.

Unless there has been a food or beverage spill, in which case a bucket and mop should be used, it is unsafe to hose-down pedestrian areas during regular business hours.

We parked in a handicapped zone. Both my guest and I use canes for walking stability. We had a difficult time trying to walk in the handicapped areas and at the restaurant's entrance because these areas were being flooded by a water hose.

One would think the McDonald's employee would have enough common sense to stop flooding the walking areas when customers are attempting to enter — especially when the customers are obviously elderly, walking with canes AND parked in a handicapped zone!!

(Now you understand "why" I believe KIOSK and MOBILE APP ORDERING is a blessing and the future for avoiding contact with teenaged fast-food employees who haven't yet developed good cognitive skills.)

In summary, until this McDonald's franchisee remodels this restaurant, and better train the inexperienced employees, I will have breakfast at the nearby...

I entered the drive thru and tried to place an order. Your menu is horribly congested. Instead of listing single items with different options, all the items and different combinations are listed everywhere, which makes it confusing to order when the lady on the intercom is pressuring you to order immediately or be ignored.

When I got to the window to pay, the black lady at the first window took my card and swiped it and handed it back to me without so much as a second glance. I waited for some sort of acknowledgment of any kind that the transaction went through, and there was nothing. The lady stood there for about 30 seconds then after the car in front of me pulled forward she stuck her head out to look at the card behind me as if she was hoping they would run me over.

I responded the way she should have and said thank you and pulled forward to the next window. I felt discriminated against. You already poison people with cholesterol and false advertising, I am amazed that I can't even get a smile and a thank you for your business when I go to eat your junk food.

I can't even imagine what a horrible environment this company creates for their employees that they obviously don't want to work there, they aren't using their full creative potential, and they will probably take some sort of recourse against the employee when it is actually the entire establishment at fault. The treatment of people in this country disgusts me even more than they lard they use to...