McDonald's — Restaurant in Tennessee

I bought a kids meal, got a chicken sandwich instead of a cheeseburger in my kids meal, the large fry fit better in the kids meal fry box and the “extra fry” instead of apple slices is non existent. The food is old and cold because I ordered online to pick up in the store, I arrived at the store at 1045pm and they literally closed the door in my face and told me to go through the drive through to pick my food up-instead of handing it to me. The drive thru was wrapped around the gas station and after waiting for 15 mins I called and asked if they could bring it out since it’s getting cold or if I can have a refund- the woman refused to refund my money she screamed at me and told me the manager was asleep, then hung up when I asked her what the lobby hour’s actually are since they closed before 11- and Google says 24hours. Then when I got the food- the cheeseburger happy meal turned out to be a mcchicken plain and a small fry (no apples no nothing but the wrong sandwich and wrong size fry. And then when I pulled out the “large fry” I ordered you can’t even see the fries sticking out because they put enough to fill my small bag in the happy meal. This is taking money from people- you can’t take peoples money and give them the wrong food or none at all and then refuse any type of refund. UNACCEPTABLE! If you can’t do your job close it down. I can’t even eat this mess they gave me. I want my money back. It shouldn’t be legal to operate a business if you can’t issue refunds for this service and bad food.

**called back the next morning and was screamed at and spoken over and hung up on again when asking for a refund. Then I called back and another manager Sandra answered and I explained again what happened- they told me numerous times the lobby closes at 12 midnight and when I said the doors were locked before 11 it changed to 11. So maybe update your app and Google not to reflect 24hours? Also I was told they needed the physical food back in order to issue any type of refund, even though it happened the night before(who keeps nasty food sitting on the counter-which also makes me worried about their food safety yikes) but either way I was told NO refund and they couldn’t anyways because my mobile order and payment was on the previous end of day—when I tried to handle the situation in THE FIRST PLACE! They kept saying the owners have a policy for no refunds, do the owners know how terrible YOUR service and food actually is??...

Horrible Manager! Cashier in training clearly had issues with our order, manager not a foot away observed this and offered no help. The other cashier tried to help but must have been new as well because she didn’t read our order back to see if it was right knowing the mess up. Tried to give us three cups when we had only ordered two drinks and a frappe, she kept looking at the screen confused so we knew our order was wrong but still gave them the benefit of doubt. They were very vague as to where our receipt was, when the young man brought three coffee drinks to our table I went to inform them I had only ordered one frappe. As I stood there with receipt in hand, not a foot from the manager she ignored me, even to the point of yelling out the order # she was working on in my face like I was in the way. I moved to the side so the couple behind me could get their food and the manager turned around to ignore me yet again! Finally I flagged down a cashier and she went to get manager, who acted as if it was a burden to assist in the matter. I explained I didn’t order the two extra drinks and she proceeded to sigh in frustration, and began to refund my money. She then told me she needed the drinks back, which was fine because we didn’t want them initially but she acted as if we were trying to obtain free drinks, then she reserved them to another couple! I’m not educated on McDonalds policies but just didn’t seem right to take items back from customers that could have tampered with them and re-serve them to the public! What if we had taken a drink of them, spit in them, put something harmful, etc... the manager did my apologize for the mix up nor say thank you or anything as a matter of fact! I know losing our small fraction of business will not affect a big chain like McDonalds but we will not be back at this location purely due to the managers blatant misconduct but I would like to make aware of these conditions to other customers! The ONLY one working in the location that seemed to know what was going on, who inquired about the mix up and even said sorry when he did nothing wrong was the young man making the frappe! This young man should be the one in charge or a raise at the least for he was the only one...

I go to McDonald's quite often all over western NC and eastern TN. I always use the receipts with the promo for BOGO large sandwich, I always get 2 of the bacon double quarter pounders with cheese and have NEVER had an issue in over 3 years. I placed the order with the valid survey completed receipt and the employee entered it all in, I had no reason to question the price since it was about the same as what I usually order. Once opened it was a quarter pounder, the employee took it upon herself to change my order because she said that is what the receipt was good for. I asked her why, she couldn't explain, so she got the manager (Brittany) who said what I ordered was an EXTRA large sandwich and the receipt promo is for a large... which I've never heard of. She called her boss (Johnnie) on the phone to confirm that. This all took over 10 minutes, while my family was already eating and customers kept coming in. There was no offer to resolve the issue, I asked for the other meat patties or my money back, then they took another 5-7 minutes to get the other patties, by then the sandwiches were cold. Nobody wore name tags, most staff seem to be high school kids and the menu doesn't differentiate between large and extra large anywhere. I've ordered the same thing with no problem in Johnson City, Elizabethton, Boone, Marion, Morganton and Newland (that's a few locations that come to mind I've used it at previously). The franchise owner called me after I contacted corporate just to tell me all the TN locations should not have honored my numerous orders over the years. There is still no resolution, so here's the review...