McDonald's — Restaurant in Town of Sweden

I’ll start this review with a little bit of context: I go to McDonald’s at least once a week and get the same thing. Always a large caramel latte with caramel and no ice. Every time i order, I ask for the glass to be filled up with milk because i know asking for no ice results in a half empty cup. I was told by a manager at the Hilton location to do this. I have never been charged for extra milk before, but am totally willing to do so. Today I ordered how I always do. They didn’t communicate any problem to me at the ordering thing. I pay, again no communication there’s an issue. The manager at the window hands me a cup that is less than half full. I ask to fill up the rest with milk. She tells me no, and that this is how it comes. I tell her i would pay for the extra milk, and this is how i always order it and have never had a problem. She tells me there’s no way to ring up extra milk in their system and that this is how it comes. I explain to her that I was literally told by another employee to ask for this. She then said “I as a manager know I cannot give you extra milk. There’s no way for the system to do it, and we’re not giving you extra milk for free.” She was rude the whole time and very unprofessional. I asked for a refund because im not paying for an empty cup. I asked for her name, but she refused (as a manager? Pretty sure that’s not allowed, babes. Anyways, she has blonde-redish hair in a ponytail, light skin flushed red) and asks if I would like to speak to the GM. A woman claimed to be the GM came to the window with the same attitude, and told me “this is how it is, this is how it has always been”. (I’ve gone to this location several times this month without issues.) And she said “we’re not giving you extra milk without you paying for it” as if I didn’t ask to pay for it and wasn’t told no. I told her this, and she said “you should’ve said something when you ordered”. ??Did i not ask for extra caramel, and you automatically put in the upcharge, somehow different when asking for extra milk? Not my fault it’s free in your system. Both of these “managers” are telling me 2 different things while being rude to me. She then cut me off and rudely asked if i just wanted the coffee with milk this time, and to “make sure i specify i want to pay for extra milk next time” (i literally asked for extra milk like i do with extra caramel), then gave me what looked like just a cup of milk. Now, I’m going to post a picture of the receipt where it says “extra whole milk” under the coffee. Remember how the first manager said that there was no way for her to ring it in? Seems to me like it’s in the system, yet it’s free. I really don’t know why they chose to battle me this morning over this, but they were both clearly in the wrong. When I ask for no ice in my Dr Pepper, you don’t give it to me half empty, and theres no upcharge. What’s the difference? As a manager, quality control would tell you not to give a customer a cup half empty. The GM was trying to argue me in circles, seemingly to confuse me or something. Completely ignoring my points, and just saying what she wanted to. Seems to me like the first manager was wrong, the GM is her friend, and wanted to white-knight for her so that it didn’t seem like she was wrong in front of a customer. It’s ok to be wrong, you just have to fix it. But it’s not ok to treat a customer like that. Severely unprofessional. I have worked in customer service for years, I would never talk to a customer like that completely unprovoked, esp while I know I’m wrong. You can see why they have such a low rating. They care more about inventory than keeping customers happy. Update: I got a call this morning from what sounded like the original GM with the same careless attitude. She said I would have to pay for an ENTIRE JUG of milk if i want extra milk “because that’s the only way the system will ring it up”…? What abhorred customer service. So it’s my fault that your system THAT CLEARLY RINGS OUT MILK (see receipt) doesn’t charge people. Seems like a cover up for...

In the last week I have been to this location three times. The 1st time I went through the Drive Thru and ordered a McDouble with Only Mayo specifically stating that my sister was allergic to tomato's and to please make sure there was no ketchup. When we got her burger there was only cheese and KETCHUP on in! She went in and got a new one, but still. The 2nd time I went inside with my 14 year old. We used the kiosk to order, at the end it tells you to take a table tent from the kiosk and enter the number, there were none at the kiosks so my kid had to go and find one at an empty table. When we went to sit down there was not a single table cleaned, even though there were only four other costumers in the store. I guess when you don't have someone standing at the front counter to take orders its easy to ignore the dining room. When the food came out the chicken tenders were so dried out I could barley eat them, luckily my kids food was fine and that is all that mattered to me at the moment. Finally my 3rd visit, I went thought the Drive Thru this evening with my kid again because he really wanted an ice cream cone. When I pulled in there was a single car in the left lane, so I pulled into the right lane. I then waited at the speaker for ten minutes while the order taker took three other vehicles from the left lane only. Finally I pulled around and went inside. Normally I would have just left but my kid had earned his treat and I wasn't going to deny him due to bad service at the drive thru. When we walked in there were two people waiting for orders, but no one in line. I was paying in cash so I went to the register. I then waited another five minutes while employees stood around showing each other things on their phone and someone in the kitchen blared vulgar music. Finally the employee on the fry station saw us and came over to take our order. I told him about the drive thru and he apologized even though it was not his fault at all, it was not his position this evening. I have to say he was the only good thing I have experienced here! Unfortunately I did not get his name, but he was a very sweet kid. I do not plan to return to this location! I would rather drive 25 minuets out of my way and to Albion...

I ventured into the Brockport McDonald’s for a quick dinner, expecting the usual fast-food efficiency. Instead, I found myself cast as an unwitting participant in a tragicomic play titled “The Art of Letting Things Go.”

First act: The iced tea refills. Free refills have apparently been declared too avant-garde for this establishment—filling a decanter again is, I suppose, an act of rebellion bordering on high treason. So, the single cup of iced tea I paid for became a precious heirloom.

On to the sandwich, where I discovered that half a slice of cheese is the new full slice. Maybe the other half went to a nicer place? Or is it McDonald’s minimalist take on dairy? Meanwhile, mayo is now a luxury item, billed at $0.53 for a thimble-sized portion delivered with the dramatic flair of a royal decree, after an intermission so long it forged a bond between me and the staff.

The ambiance: napkin dispensers sit empty in silent protest, and the dining area cleaning schedule must be a mythical legend. The ketchup smears decorating the trash bin clearly aspire to be modern art—“Chaos in Crimson,” perhaps? An inspired touch in an otherwise decaying tableau.

The restroom experience was the pièce de résistance. The flies greeted me with such gusto, they might as well have been greeters. And the paper dispensers? Positioned for an advanced yoga pose—getting paper there involves gyrations that would impress any contortionist. Flashlight included, naturally.

In a world where customer loyalty is gold, Brockport McDonald’s seems to believe that nickeling, diming, and dodging maintenance will create charm. Spoiler alert: it doesn’t. It’s more like watching a slow-motion surrender disguised as thrift. Raising meal prices slightly to keep quality intact might sting, but watching the whole experience melt away? That’s a tragedy, and not the kind you want...