McDonald's — Restaurant in Sun Prairie

Summary: Night staff is highly unprofessional, and wait time was around 2 hours for a so called fast fast chain. I have a very long reason why I gave this place a one star! The one other time I went here, it went smoothly and seemed decent, but last night on July 11th, my friends and I decided to go to the drive thru at one am, while I'm not going to expect top service at one in the morning, I didn't think to expect the worst service known to man. When I say we ended up being there for a total of 2 hours, I'm not even lying. For fast food it was the exact opposite. I've gone to sit down resturants and gotten my food faster. But that doesn't top it off. Our order was completely wrong throughout. To show you what I mean, I'm going to explain what all happened. At one am we arrived at the drive thru, the lady that worked there told us it was going to be a minute and we politely said okay. So after a half hour of waiting, we thought we already spent enough time there so we might as well see it through the end. She came back on the line and told us three more minutes. And it turned out to be 15 to 30 more minutes! Not only did she lie to us, but we could hear her and her co worker yelling at each other. At this moment I just thought it was unprofessional and I was extremely tired, she ended up completely helping out the other line before us even though we had been waiting a long time. She finally got to us and by this time it was almost 2 am. We put in our order, 4 cheeseburgers, and 4 Mchickens, in which she responded, "none of those are on the night menu." Which seemed absurd to me. Since I've ordered some of those things at night before from here. Anyways we changed our order to four quarter pounders because that was offered. She kept the Mchickens on which made no sense, because later she said she didnt have those. It took another 15 min to actually get up to the pick up window, and we paid 23 dollars and she gave us 2 quarter pounders, and 1 double quarter pounder. We have four people in the car and that is NOT what we ordered and NOT what we paid for. She told us she'd make what we asked for but to pull up to the 2nd pick up window. At that time we were annoyed but stayed because we wanted what we paid for. 30 minutes pass again with no sign of her giving us food, she helped many people in the line after us before ever even trying to get us, it almost seemed like she wanted us to forget about it and leave without getting what we paid for. My friend decided he had enough and went up to the drive thru window and politely asked to get what we deserved. She apologized and gave us what was hot and ready and in fact not what we ordered, but at that time we were extremely tired and just accepted it. At least it was some food to fill our stomachs. But I am extremely dissapointed, we put in money, and waited two hours for something that was supposed to be fast food. The food obviously was not even worth the two hours since its McDonalds, and the staff was absolutely unprofessional. I'm sure other people in their vehicles around us had the same feeling, but for some reason we were especially unlucky and got the longest wait time. Now we can't get our time back nor our money back, but I wanted to warn people because if it happened that night, this could be a regular thing. And time is the biggest loss, because we could have been doing something else. I'd suggest don't go to this 24 hr McDonalds in Sun Praire if you have anything to do, or don't want to waste your time! Thanks...

⚠️ Beware of this location ⚠️ On August 29th I went with my kids and ordered the same as always: 2 Happy Meals. The app wasn’t working, the self-order kiosks were also down, so I had no choice but to order at the counter. There was no line, no customers waiting, but the cashier was busy chatting with his family until another employee told him: “please take the order.” I was charged $13.27 and the food was disgusting (rock-hard nuggets).

The next day, checking my account, I saw an EXTRA $19.48 charge for something I never ordered. I went back to complain — the employee who handed me the food confirmed my order was only 2 Happy Meals — but the cashier told me: “come back tomorrow for a refund.” I’ve gone back several times and the manager never shows up. Solving this should’ve been simple: scan my card and they can instantly see my exact order, the date, time, and charges. It’s 2025, everything is electronic. But instead, they wasted my time and gave me no solution.

On top of that, the employees never attend the main counter. They stand around gossiping in the kitchen, they see you but ignore you, and treat customers with contempt. I even saw an elderly man return to complain that his bread was hard as a rock. The staff in charge told him mockingly: “what do you know”, stared him down, and only after said: “I’ll bring you another.” The attitude was horrible — everything is wrong in that place.

To make things worse, I helped my friend Mónica, a senior citizen, check her bank statements. We found she’s also been charged for extra orders she never made. Some days it even looks like she “ate twice” there. They are clearly taking advantage of people who don’t know how to use the app or much about technology.

👉 Double-check your bank statements, especially if you pay at the counter or don’t use the app. This is theft...

I've been to hundreds of McDonald's over the decades (honestly), service and quality varies from excellent to poor, but never as bad as it was the other day. Took my grandkids to have happy meals & play in the play place. Walked up to the counter, no one was there. We waited 5 or 6 minutes, the people working filling orders would look over and turn away. Some young girl in a yellow vest was taking orders outside and she walked by us at least half a dozen times and never acknowledged us. Frustrated by the lack of customer service, I finally gave into the corporate dehumanization and started using the kiosk. As soon as I walked away, another gentleman walked up and the girl in the yellow acknowledged him and took his order. I walked up behind the guy, & as he paid & walked away, the girl turned her back on me. I asked "Aren't you going to take my order?" she rolled her eyes at me and took the order. She walked away so fast, there were no drink cups, and no table tent, so I was forced to wait another 10 minutes (yes 10 minutes) with my grandkids to get my order because no one acknowledged us until the order was done. I sat down in the play place and from where I was siting I could see the counter as more people came in and were ignored. One group of middle-aged women finally got their order and when they sat down, they realized the order was wrong. They went up to the counter and were ignored again for several minutes. They finally said something and someone came to help them. I realized my order was wrong too, but was not about to wait more. I know, blah, blah, blah, short-staffed, but the customer service was so bad it...