McDonald's — Restaurant in Sherman

Today, we visited the McDonald's on Texoma Drive in Sherman and placed our order through the mobile app. After pulling into the drive-thru, we were directed to the second window where we received our drinks. We waited there for about five minutes before being told to move to the next window for the remainder of our order.

Once we moved forward, we waited patiently—while car after car behind us was served and drove off. After an additional ten minutes, with small children growing restless, I attempted to get someone's attention. Waving didn’t help, so when an employee passed by, I called out, “Excuse me, how long do we have to wait for our order?”

Unfortunately, instead of being met with understanding, the employee, Kris, responded with defensiveness and rudeness, accusing me of yelling at her. I explained that I wasn’t yelling, simply trying to get help after waiting over 15 minutes. She then said she’d get the manager.

When the manager, Lanese (spelling may be off), came to the window, we explained the long wait and Kris’s attitude. Instead of listening with empathy or offering a solution, she responded with, “How so?”—dismissing our concerns and showing no willingness to de-escalate or apologize. Her tone was combative, and it felt like she was more interested in defending her employee than resolving the issue.

To make matters worse, she then handed us the wrong order. After we returned it, she double-checked it as if we were lying. Only after we mentioned contacting corporate and leaving a review did she bring us the correct food, along with a couple of pies and a delayed apology.

The main issue here wasn’t even the wait—it was the poor treatment and complete lack of professionalism and respect. The manager’s response should have been simple: “I’m so sorry for the wait and for how you were treated. I’ll address it and make this right.” Instead, we were met with hostility and condescension.

Having worked in fast food as a manager, I understand how stressful it can be, but treating customers with respect should never be optional. Kris came off as someone who has no interest in customer service, and Lanese’s handling of the situation only made things worse.

We hope upper management takes note. This store needs leadership that values customers and...

Been doing business with this location since 1973. Today is our last time. Even though it is easier for us to get to than the 1417 location, we are changing.

Reasons:

(1) Rude customer service (or zero service).

(2) Always have one or two ordering kiosks down (today was two).

(3) 53° outside and windy today. Yet, the air conditioners are running at full tilt. I swear on the holy bible, it is colder inside the restaurant than it is OUTSIDE. We are caregivers to our elderly parents. They can't tolerate these conditions. We had to get our food and go out to the car to EAT. EVERY customer in the restaurant complained about the temperature. Yet, only got looks from staff. Not one person even acknowledged they heard the complaints.

(4) French Fries containers are never filled like they used to be. I am not willing to pay for a large fry, but be given a small fry in a large container. Why? Fries aren't expensive.

(5) Inconsistent salting of frys. 80% of the time they are so thick of salt that we have to run the salt off of each individual French fry before we put it in our mouths.

(6) Drinks are filled to 75% of cup size.

(7) Can no longer fill our own drinks. Example: I like lots of ice, my wife likes only a small amount. Is this just so people can't get a free refill?

(8) Even when there is two other patrons in the restaurant (non-rush hours), the sandwiches are slapped together in the most rushed and stupid ways. Why should I have to open our hamburgers to spread the toppings? I am not nitpicking here. I am serious! Three pickles all on top of each other. Other veggies outside of the buns. Why do the employees need to be this messy and rushed? They are playing on their phones anyway. I saw it!

(9) If you ask for assistance at the kiosk, you are left to feel as though you were the worst of the nuisances of the day.

I hate leaving bad reviews. But, I am a businessman. If this was my business, I would want to know why my long term customers...

I ordered a sausage McGriddle, sausage egg & cheese McGriddle, and two hash browns on the app and had it for curbside at Texoma parkway in Sherman. (Keep in mind it’s only 4 items )As I arrive the app crashes and tells me to proceed to drive thru or counter pick up to get my order so I decide to go to drive thru since I was already getting it on curbside. When we get to the widow my husband explains the issue to the first person and the guy looks at my husband as if he didn’t just get done explaining the issue and tells us to just go to the next window. We go to the next window and again my husband explains what happened and once again the young lady looks at my husband like he wasn’t making any since!? She then tells us to move up to the third window and a manger would come talk to us. I’m frustrated but we go ahead and move up because we understand things can happen. We are sitting for 20 mins and cars are just passing by with orders being handed to them and no manager comes by only an employee passing by us like we weren’t jus waiting there and hands out other orders who have been waiting 3-5 mins . At this point it’s been 40 mins so I blast the music to get someone to come to the window so we can get our food and finally the employee comes and ask us what we ordered , messed it up twice for being in such a rush (which they weren’t busy) and told us they found our order just sitting there, apologized and handed us our food. Not even once did the manager appear but I guess you can’t expect much out...