McDonald's — Restaurant in Sugar Land

It saddens me to update my rating and leave a 1-star rating, as I've been a customer at this location for over 20 years. I'd also like to add that I've never had any issues and enjoy speaking with the staff. However, tonight was a different story, and I hope things are done better for those who continue to support this location.

I placed a mobile order that initially showed as curbside, but I changed it to drive-thru and received a voice code. At the drive-thru, my order couldn’t be located and I was told it was still marked as curbside. I went to the next window, where I was handed my food. I asked if it could be remade, as drive-thru orders are typically prepared fresh, but I was told only the fries could be replaced—not the nuggets, even though the nuggets weren’t warm.

I asked if I could return and repurchase for fresh food, and the employee confirmed I could. I handed over my card for a refund, and once it was processed, I drove back around to reorder. However, I was then informed that due to policy, I couldn’t reorder the same items after a refund. I requested to speak with a manager, and the person who refunded me identified himself as the manager.

I explained the situation and recapped our prior conversation, but he denied agreeing to let me reorder. I then offered to place a different order instead, but he refused service altogether, stating, "I said what I said." When I asked for his name, he said he wouldn't provide it. I requested to speak with another manager, but he claimed she was on break and didn’t know her name.

As someone who works in customer service, I understand the customer isn’t always right, but solutions can and should be created—especially in cases where system glitches occur, making neither party entirely at fault. This experience was handled poorly, and the lack of professionalism was disappointing.

I hope no one else deals with this from the unnamed male manager and those who work alongside or under him. As a shift manager, do better...

Warning Please Don’t Eat Here Anymore/Ever! Today is August 25, 2018 & my daughter & I visited this location around 1:55pm When placing the order I requested to have the French fries cooked soft only to receive them the complete opposite. I politely asked the pleasant young lady at the window for softer french fries & she simply replied by asking if I could drive around to the front door in-which I did. As I patiently waited for a minute or two I proceeded to give my daughter her cheeseburger & I noticed that the meat was extremely cold. When another pleasant young lady brought out the french fries I expressed my concern to her as to how cold the meat was. She asked if I would like for it to be remade & I said no as my daughter had already started eating because she was hungry. We arrived home at approximately 2:03pm & after washing our hands we sat at the table to eat after three bits of my Big Mac I started vomiting everywhere then my daughter started. Imagine you & you’re a toddler vomiting at the same time (a nightmare) I called the location on Eldridge immediately after getting us together to express my frustration & concerns. I spoke with Fabiola & explained the situation to her yet her biggest concern was the receipt!!! Like are you serious right now?! No apology, no I’ll issue a refund, no nothing but do I still have my receipt?! I’m at the point that I want to take the food back including what was caught in the bag..gross I know but clearly she doesn’t care about anything except for the damn receipt. I’m so angry at this entire situation but don’t have the energy to put up a fight..right now at least! I requested Corporate phone number & I was given the wrong number, I called back & was given another number that doesn’t seem to be the correct number either as it keeps telling you to re-enter your number over & over again. Nancy was very helpful & extremely apologetic I wish I had spoken with her on the first call. Needless to say...DON’T...

Its sad to see how badly managed this location is now. I have been coming here for over 10 years and this past year has just progressively gotten worse. The last few months, orders have been wrong. Service has been extremly slow. Items orders online are not available when you show up to pick up. PAID orders that state are good supposedly "not showing up". Last week I came and 75% of the drinks unavailable, I was the only one in the drive through and I waited 6 minutes for 1 happy meal. Meanwhile you could hear all the laughing and goofing around inside from the employees. Today I was grabbing online orders and I had 3 seperate ones. I was told by the employee I could only pick up 2 thru the drive thru, I said that was fine. I HAVE NEVER had any issues picking up multiple orders. The attitude I got on the drive thru was crazy. When I went to the window the woman was cold, no greeting, did not say one word. Just angry and gave me the receipts and slammed that drive thru door closed. Get to the pick up window and the poor girl was trying her best to get orders in place. I had to wait another 2 minutes for one order. I did curb side for the other order and it took them 17 minutes to bring the last order out. No they were not super busy. 2 cars in the drive thru and they did not looked understaffed.... Over time I have chosen to just drive a little longer to the next McDonalds and avoid this location. Horrible experience time and time again. They really need to mystery shop this location so that the owners see how terrible this location is running....