McDonald's — Restaurant in Town of Dickinson

Subject: Formal Complaint – Substandard Food & Service, Request for Resolution

Dear McDonald’s Customer Service Team,

I am submitting this formal complaint regarding a serious lapse in food quality, customer service, and managerial misconduct at one of your locations. While traveling from Florida to Canada, we stopped at this restaurant and ordered a Big Mac meal, a hamburger, and an apple pie. The food was cold, poorly prepared, and in unacceptable condition—the Big Mac appeared as though it had been dropped, and the buns were dry and hard. Upon requesting a replacement, the second burger was delivered in an even worse state, with condiments intentionally smeared across the wrapper.

The situation escalated further when we approached the on-duty manager to request a full refund. Not only did she refuse the request without cause, but she also used abusive language and then evaded accountability by refusing to provide her name before running to the back of the restaurant. This behavior is highly unprofessional and raises concerns about McDonald’s corporate training standards.

Despite my formal complaint to McDonald’s USA, I have received no resolution. Instead, my case was redirected to the same restaurant with no follow-up. This response is wholly inadequate, and I am escalating this matter under consumer protection laws.

Under consumer rights and food safety regulations, McDonald’s has an obligation to: • Serve food that meets basic quality and safety standards. • Maintain professional customer service, including a transparent complaint resolution process. • Ensure managerial accountability, especially in cases involving alleged misconduct.

Given the clear failure to uphold these standards, I am requesting the following immediate actions: A full refund of $14.01 for the substandard meal. A formal written response detailing how McDonald’s intends to address this food quality failure and management misconduct. Clarification on McDonald’s customer complaint resolution process to ensure that future issues are not ignored.

If no resolution is provided within seven (7) business days, I will be left with no choice but to escalate this matter to consumer protection agencies and relevant food safety authorities.

I expect a timely and professional...

I waited to post this review because I already called the customer service line in regard to the issue and was told the general manager would call me. I have waited a month without a response so I am posting the review now. I won't be going to this location ever again. I went on 2/17/22 and ordered 3 meals for my family (2 10pc nugget meals one with Dr Pepper and the other with unsweetened iced tea and one 2 cheeseburger meal with a Sprite). All meals were ordered with the standard Medium the meal comes as. I ordered through the drive thru and was told they would have the total at the window. When I got to the window I was given a total of almost $40. I thought it was strange, but thought maybe the prices went up. I was handed the receipt and I went to the second window where I was told to pull up and wait as they were waiting for all my order to be ready. It took 10 minutes to get my order and we pulled around to check the items and I had an extra fry (a large). When I looked at the receipt, there was a charge dor $4.99 for the fry that we didn't order as well as an upcharge for $2.99 for my unsweetened ice tea (which was the size that is included in the meal price). There was a line wrapping around the building and the door to the restaurant was locked so I couldn't go in to dispute. I have never been charged almost $3 for an iced tea that comes with the meal and all drinks any size are $1 when ordered Ala carte. That plus not ordering an additional fry (why would we if we ordered 3 meals that all had fries) was unacceptable. I called the ph# on the receipt and the rep was apologetic and said he was sending info to the GM to contact me and they never did. If this is how they conduct business at this location, I will no longer go there and have advised everyone I know...

This McDonald's is complete trash. I went inside to order and waited 10 mins before someone noticed I was at the cash register to take my order. Then I waited another 10 min because the (manager) that was taking my order was to busy nodding out right in front of me. She didn't greet me or indicate she was ready to take my order. She finally looked up at me and I said oh you're ready to take my order? She laughed and said yeah. She finally took my order and I waited 5 mins to get the food. I walked away and looked in the bag to double check everything was there and what a surprise they forgot 2 mcchickens and 2 cheese burgers. Now the waiting begins......again. I waited on other 15 min before someone noticed I was standing there again and I told her they forgot some food, (same manager btw) she looked at me like I was lieing,she looked in the bag and then waited almost another 10 min just to get the rest of the food. I left and finally got home. The burgers where dry,looked like they were just slapped together and missing ingredients like ketchup, mustard and onions. Oh and the milk shake machines apparently never work because everytime I try to get one they're never working. I will never go to this McDonald's again. It's very poorly managed and does not look like they clean anything. They don't care about how they present themselves. Very bad customer service. Crap food. And I thought endicott was bad,I was very wrong. Upper front street McDonald's is by far the worst one in Broome County. They might as well do everyone a favor...