McDonald's — Restaurant in Town of Cheektowaga

McDonald's Attention: Customer Service 1735 Walden Ave Cheektowaga, NY 14225

Dear McDonald's Customer Service Team,

I am writing to express my profound dissatisfaction with the experience my family and I endured at your 1735 Walden Ave, Cheektowaga, NY location on the night of 06/22/2024 We arrived at the drive-thru at approximately 10:45 PM and spent over an hour before finally receiving our order. The details of this experience reveal a systemic failure in the management and operation of this store, leading to an unacceptable level of service.

Upon arrival, our order consisted of a Big Mac Meal, a Filet-O-Fish Meal, and a small frappe. It took an astonishing 30 minutes just to reach the first drive-up window to pay for our order. During this time, we observed significant disorder within the establishment. Employees were openly cussing at each other, a clear indication of the chaos and tension permeating the workplace. Additionally, the dining area was filled with irate customers, some of whom were making threats towards the staff. This hostile environment is not conducive to effective service and reflects poorly on the leadership responsible for maintaining order and professionalism.

After making our payment, we proceeded to the next window to collect our food. This step of the process took an additional 30 minutes, during which we had to repeatedly remind the staff of our order to ensure it was made correctly and served fresh. The food, when finally received, was a mess, further compounding our frustration with the overall experience.

It is important to note that my dissatisfaction is not directed at the frontline staff. Despite the evident chaos and high-pressure environment, it is clear they were doing their best given the circumstances. The real issue lies with the store's leadership. There is no excuse for the level of disorganization and lack of control exhibited during our visit. Effective leadership should ensure that staff are properly trained, well-supported, and capable of delivering a high standard of service even under pressure.

The failure we experienced is indicative of poor management practices. It reflects a lack of understanding of the store's operational goals, an inability to gauge staff capabilities, and a failure to implement effective conflict resolution and crisis management strategies. This systemic failure suggests that the leadership at this location does not possess the necessary skills to manage both their staff and the customer experience effectively.

I urge you to address these serious issues with the leadership at the 1735 Walden Ave location. Comprehensive retraining in customer service, conflict management, and operational efficiency is essential to prevent future occurrences of such an unacceptable experience. As a customer, I expect McDonald's to uphold its reputation for quick and reliable service, something that was severely lacking during my visit.

I look forward to your prompt response and the measures you will take to rectify this situation. Thank you for your attention to...

I felt so disrespected going to this McDonald's. I went around 4 am and was told that the system was down and to wait a while. I then wait a while and was told that they were closed. Fined stuff like this happens. I leave and try to grab some other food options but everything was closed. I drive pass the restaurant about five minutes later woth four vehicles in line and waiting for food. I pull in and was informed that it was only breakfast items but the menu only had lunch. I didnt know the breakfast menu and notified the employees. I drive up to the first menu and eventually come to an order. The employed the audacity to tell me that id you work with us then we'll work with you. Am I supposed to know every breakfast items? How did the system start working and why wasn't I allowed to wait and why wasn't I govena proper explanations when I was told they were closed abruptly. O will never go to this restaurant again and the employees need to be retrained in...

I went this weekend to this location to order six meals. The girl working the drive thru, kept mixing everything up or missing items when I would confirm, she would become more impatient. It was a difficult order, but I did not deserve such rude unprofessional treatment! She didn't tell me what the total was, and told me to drive up to second window and they go over order with me. Drove up this girl reluctantly went over order, but again missing items, so her crew leader or manager whoever he was, after I heard him say, " she's getting on my nerves ", he started getting hostile with me, and things got heated, he told me get out of here and slammed window shut! Wow; I thought a leader would act a bit professional 😳 They were IMPATIENT, RUDE, AND UNPROFESSIONAL! I forgot I did a review six years ago about couple missing items, I wish I would of looked up...