McDonald's — Restaurant in Torrance

I had a fairly sizable order, but by no means a large or complex order. They asked me to pull ahead of the drive-thru and wait for my order. No problem. I pulled forward and 17 minutes passed by before someone walked up to my car. The employee attempted to confirm my order with me, but it was entirely the wrong order. Waited about 8 minutes and the same employee returned… wrong order again. Waited another 5 minutes and I had to show my receipt for them to confirm the order. The employee assured me the correct order was contained between both paper bags. I drove back to my office only a few blocks away. Once I arrived at my office, I realized the chicken nuggets were entirely cold and stale, I also realized my Combo #7 was missing completely (except for the drink).

I drove back to the store and parked. The drive-thru line was so long that it wrapped around the building… a sign of an obvious problem. I parked my car (the parking space was difficult to get into because of how long the drive-thru line was) and I walked inside. Once inside, I noticed a similar problem. People were packed so tightly together, there was barely any room to walk up to the counter. One elderly man was complaining that he had been waiting for over an hour for his order. A younger guy working for DoorDash was complaining that he had been there for nearly an hour. Two other customers had given up and were asking for refunds.

I squeezed between people and approached the counter. The younger guy who was behind the register was busy scrolling thru his phone and I had to say “excuse me, sir” to get his attention. He saw me holding a receipt and before I could say anything, he told me “Oh, your order’s not correct? You need to talk to those guys over there. I can’t help you.” I walked over to the other counter where some employees were packing up the customer orders, but not one of them ever acknowledged that I was there. Not even any eye contact. It’s almost like they were intentionally ignoring me.

I walked back to the main counter where the registers are, and I told the same guy that initially spoke to me that I was being ignored and nobody wanted to help me. A very young manager with a blue shirt and striped tie walked over to me and asked me what I was missing from my order. I explained to him the items that I was missing, and while it initially looked like he was going to going to correct my order, he got sidetracked by pulling out some necessary supplies for the other employees. At this point there were so many irate customers there, the manager just walked to the back and put his hands on his head as if he didn’t know how to handle the chaos that was unfolding in the restaurant. Meanwhile, other customers were starting to get louder and more irate. I kept my cool, and once he finally walked back up, I had to remind him what I was waiting there for, and he finally got me the correct items that were missing from my order.

After waiting for nearly 30 minutes on my first order, and then the inconvenience of having to drive back there and wait another 20 minutes inside the restaurant for a corrected order, I can honestly say that I will never be returning to this location again. I may also never return to ANY McDonald’s...

Late at night this specific McDonalds used to be awesome!!! There used to be an employee at the drive thru window maybe 3+ years ago, who was a Caucasian male (I think) maybe 20 - 24 years old . At first glance, and before he took my order 3 or 4 times , I was slightly taken back when he talked to me. He sounded a lil like a gangster, with his use of slang and a sort of street like vernacular vocabulary. But I quickly changed my initial opinion of the young employee . He was ALWAYS courteous, he always made me feel welcome and never came off annoyed or too busy to answer my questions, but most of all i enjoyed his brief company because he always asked how my night was and when I received my order , ask if I needed anything else and ended my visit with a good night and be careful. My job is in another city about 8 miles aways where there is also a McDonalds right across the street. But I would drive out if my way to the location near my house because this employee's service was AWESOME!!! Since I work emergencies overnight , we never know when we'll get a break to eat or grab a quick snack, and our Dr's eat whenever time allows. This young man always performed an outstanding customer service experience, that even our Doctors would drive out of their way to place an order with this employee. BOOM!!! Stellar customer service ensures repeat customer loyalty even when it's not convenient. Sadly he was transfered to another location where they could accommodate his scheduling needs. Since then the place has gone down hill for late night food service !!! I stopped going through the drive thru at night because my order was often missing items or my custom requests were just ignored all together, sauces where ALWAYS missing , No straw or napkins, and wrong change etc. That's why I started to park my car and walk in to order. But that proved to be an equal disappointment as the freaken drive thru. Inside it's often messy and when you approach the counter , the staff walks past you without asking if you need help? The soda fountain area is ALWAYS a disaster and its common to find the soda station area unstocked , or certain choices need to be switched because the soda/syrup have run out . The place looks in shambles with the employees on their cell phones. This location is literally 2 blocks from my house and my kids love "McDonalds" or I wouldn't go there at all (at night. Day shift is okay) . Instead of totally giving up on this location , I NOW go in and order from the Self Service screen where i can place my order and type in my custom requests (you know, no pickles, extra mayo etc) myself . This place needs a good night manager to assess the break down in employee pride and motivate the staff via a positive work ethic or at the very least a positive work attitude. Please provide your staff with the proper tools to better serve the public. Thank you, Sincerely L. Torres...

UPDATE: If I could give zero stars for this location I would. Our family loves good old Mickey D's but we will go out of our way NOT to go to this location. Almost every week we go here as a family cheat day and almost every week there is something wrong with our order. I am usually ok with this as the crew is always nice to allow us to get the additional item the next time through without much pushback.

The last few trips things have gotten progressively worse from a customer service perspective. Not only do we get challenged on any missing items by now requiring a receipt and a callback only to get a grilling of who we talked to. The capper was this last trip where the store was short staffed on a Friday night which is a nightmare for the crew, but we waited almost an hour (55 Minutes) even though we saw at least 10 cars that had to wait for food get their orders and move on.

The manager at the time (Maya?) was nice enough to come out to apologize and explain the short staff situation and when the order finally arrived after almost an hour (nothing ordered had any special instructions or requests and were standard items) She assured me that she had personally checked the order and we were good to go. When we got home, there were 3 items missing. Needless to say I was not thrilled so I called per my weekly routine and the next shift manager apologized and said she would refund the order. I would need to come in with the receipt and she would take care of it.

Today I showed up for our weekly trip and walked up to the side window to talk to a manager and get my refund. He had no idea what I was talking about, called the GM and was told only to give the missing products. I am usually pretty fair with my understanding of fast food places as mistakes will happen and I am usually given the proper correction, but this is the last time I spend a penny at this location. Shame too as I have been going to this location almost weekly for over 10 years and that is now at an end.

The GREAT news is we went to the location on 182nd and Crenshaw and the staff there are great so our McDonald's trip will continue.

PS- I could not even submit a survey because their printer is not working so you cannot read half of the print on it.

The latest renovation was much needed. Good place to take little...