McDonald's — Restaurant in Sweetwater

On 11/4/2020, Wednesday around 2pm, not a busy time for restaurants, I ordered 2 Big Macs through the mobile app. I arrived at curbside pickup spot 5, there was no line at the drive through, and I waited over 20 minutes just for the 2 Big Macs ordered. During the wait, I tried calling the restaurant 3 times and the phone line was busy. When he finally showed up, I said, this took a long time, and his response was: "it needs to cook man." No apologies, no explanation, as if this was the typical wait time. The sandwich was barely warm, so the order was probably made a while ago, and it just sat there, because nobody wanted to bring it out. Maybe they finally decided to draw straws to see who will take this unwanted mobile order out, and he got the short one.

I sent the above feedback through McDonald's website and received an email from corporate saying that it has been forwarded to the franchisee.

Today I received the below response:

Thank you for your complimentary comments. As a proud McDonald's restaurant Franchise Owner, I'm always delighted to hear from my customers.

My employees work hard to maintain high standards of quality, service, cleanliness, and value to guarantee that each visit you make to McDonald's is a pleasant experience. Our goal is 100-percent customer satisfaction.

It's certainly nice to know that my team's efforts are appreciated. McDonald's is number-one because of customers like you!

I will share your comments with the people who have worked hard to please you. Again, thank you for taking the time to write ... and please continue to tell us how we're doing.

I don't know what's going on with this McDonald's restaurant, but something is really screwed up. Not only did they not address the delayed delivery issue that I reported, they think that I was complimenting their service quality???

If waiting 20 minutes for 2 Big Macs at a non-busy time is "quality service," I don't know what happens when you go during typical meal times. Their bar for service quality seems to be set...

The worst McDonalds maybe on the face of the earth. Other than the nice waiting staff (

I've had multiple issues with this location but this morning was the WORST. Went through the drive thru line and ordered a breakfast sandwich meal which comes with a hash brown and a drink. After waiting for a few minutes after being given our drinks they let us know to park the car at the waiting spot and they would bring us the food in 2 minutes. That's perfectly fine so we park and wait. 15 MINUTES pass by and no one has come told us anything so we go inside to find out what's happening. The girl from the drive thru line notices us and does a slight wave and 5 minutes later a different girl comes up to us and says "we are making hash browns and it's gonna take some time but you could switch them to fries or an apple pie if you want". There's no sorry. No apology. Nothing. We stress the fact that we've been waiting for over 15 minutes and no one could even go tell us anything and no apology was given. The employee simply comes back in 3 minutes with the bag after we switch the hash browns and says nothing. We ask for the manager at this point since all we wanted was an apology and apparently on top of the worst customer service that is also too much for them. We explain everything to the manager and she simply gives the least believable, uncaring apology and asks if we needed anything else. Was this FAST food? Nope. Was this even remotely acceptable customer service? Nope. All we wanted was a sincere apology and no one could give it. By far the most incompetent location in all aspects of the work place and customer service. Don't ever consider the asinine request of a friend or family member to eat here, even if going through the drive...