McDonald's — Restaurant in Shelby

Date of visit: October 1, just before noon, local time.

We ordered at the drive-thru and part of our order included a large, iced vanilla latte. This drive-thru has an automated voice system and after we ordered the latte the voice prompted "anything else?" and the latte was confimed on the screen. We paid and got a paper receipt at the first window. After we got our order at the second window, we told them we were missing the latte and gave them our paper receipt.

Well, the latte didn't make it on the paper receipt - we didn't read the paper receipt between the first and second windows but I guess we should have. The employee got someone whom I presume to be a manager and the manager spoke to us and told us we would need to go back through the drive-thru again, wait in line again, and pay for the latte if we wanted it. She said the reason for going back through again was that they didn't have a register at the second window. The manager even asked if the person who checked us out confirmed our order with us, and he didnt, and we told the manager as much. She said she would coach that employee, but that we still needed to go back through the driveway, reorder, and pay for the latte.

This could have been a good opportunity for them to provide above and beyond customer service by making the latte and giving it to us. They could have also taken our payment at the second window (though I will say there might be regulations for doing that of which I am not aware) and let us get on our way. I'm complaining and escalating this because it was an egregious request for them to expect us to literally go back through the drive-thru and reorder. Are you kidding me? We opted to not do that and went on our way.

They also need to empower their employees to make decisions regarding minor mistakes at the window rather than having to get a manager for something that was only a few bucks. Again, I'm complaining because the whole thing was completely absurd and lacked common sense. I've worked in customer service for years and am really perplexed by...

So, I go to this McDolands for breakfast and I order food from the DOLLAR menu... My order should have been $5.00 plus tax, but they TRY charging me OVER $9.00... The person on the talk box begins to argue with me about price when I am staring at their ADVERTISED prices... So after a few exchanges words, she said she will take care of it... SO, I pull up to the window and the she now tells me the price is $7.17 so I say " you guys are charging me $2.17 in TAXES on a $5.00 order"??? She replies no, the hashbrowns are $1.79... I say no, the sign over there says hashbrowns are $1.00 on the dollar menu and she says hold on...She then comes outside, walks behind my truck to the sign and changes the sign to show HIGHER prices... She then comes back to the window and says that was the OVERNIGHT prices and nobody changed the sign... Number 1, NOT MY PROBLEM that the employees at this location are incompetent and can't do their jobs CORRECTLY... Number 2, to sit there and change the sign AFTER I place my order just to try to charge me more money is RIDICULOUS... Number 3, since when has McDonald's had different prices for different times of the day or is it just THIS McDonald's trying to SCAM people... Number 4, the MANAGER should have stepped up and done HER JOB considering she went out to the sign with her employee... A few dollars is not going to make or break me, but this is NOT acceptable how they operate under this UNPROFESSIONAL manager that SHOULD have...

The cashier was a very friendly young man. He did his job very well. It was down hill from there. I ordered a double fish filet sandwich, which this store doesn't sell, had to add a fish fillet and was more expensive but I didn't care. It was what I wanted. Plus a large fry. I watched the manager bring up fresh fries and was glad to see them as their fresh fries are always very good. Then I watched her take the scooper and put fries from the opposite bin in the bottom of my cup and top it off with fresh fries. I thought no big deal. Wrong! The double fish had not one but 2 stale fish patties on it. They were room temperature, dry, shrunken and rubbery. After 42 years in the food service industry, I should have expected this when I saw what the manager had done. This entire operation appears to be ran on a food cost first initiative rather than customer first. Those fish should have been tossed at least 30 minutes before I ordered my sandwich. The bottom half of my fries were predictably not as good as the top half. This particular manager has developed a good eye. That cup was almost exactly half old and half fresh. McDonald's corporation, this store is a black eye on a chain that I seldom go into with lofty expectations. Please let the management know that since fries are the single lowest food cost item they will inventory, there really is no need to serve old ones if production is...