McDonald's — Restaurant in Trussville

I pulled up and saw that the drive through was backed up and not moving after 6-7 minutes so I decided to go inside instead. There was only one customer in line waiting for their order. I proceeded to use the self order kiosk to make my order. I took my receipt to the counter and after about 5 minutes an employee asked me what my order was? I showed her the my receipt and she said "ok, it'll be up in a minute". Then she told the other employees that she was taking her 15 minute break as she proceeded to go into the lobby with a m&m mcflurry. The other customer was making expressions of dissatification because his order hasn't came out and had been waiting for 15 minutes. It took a total of 22 minutes for me to get my order. I am a patient person and understand the processes of completing orders within the fast food industry but this was ridiculous. There were at least seven employees that I saw behind the counter. It appeared that the manager and one other employee wash completing food orders, cooking the burgers, dropping and making up fry orders. One employee was taking orders in drive through. The other four employees just stood around chatting to one another. One employee did come out and mop the floor in front of the front counter. The employees did not act as a team. Two of the younger employees was talking about how they didn't really just need this job but all they were going to be doing otherwise was to be sitting at the house. Other employees were drinking fountain drinks out of small cups behind the counter. One employee did go to clean the mcflurry topping containers but when she did, she stuck her hand over the oreo container as she turned it to the side to "clean" due to the lid of the container was missing. The employees were not acting nor performing as a team. Maybe I caught them on a bad night, but I beleive that at least 5 of these employees need more training on customer service and assisting other employees to fulfill orders instead of horseplaying and carrying on with each other about inappropriate...

McDonald’s Trussville Alabama 01-01-2021

We stopped by through the drive thru to pick up a coffee, a milk shake and a small bite to eat. The girl taking our order was really helpful and patience.

As we arrived the first window to pay, I was surprised to be greeted by a young man without a mask (see picture). We paid and proceeded to the second window. The woman, 'Kim' greeted us and handed us a bag with our food and shake. She had NO mask on and none in sight. Another employee joined her and she too did not have a mask on (see pictures). ‘Kim’ said she would be right back with our coffee. When she started to hand me my coffee she had a handful of Splenda and creamers. I stated 'it should have 1 Splenda and 4 creamer IN IT'. She replied 'we don’t add them in, you have to'. I paused, then took the coffee, Splenda and creamers from her. We set it down in the car and when I turned back, the window was closed. I waited for a few moments (holding up the line) and she finally returned to the window…. I was then able to ask for a stir stick. ‘Kim’ handed me one and I asked her 'excuse me, what is your name?’. She hesitated then said 'Kim'.

We drove around the corner into a parking space and finished 'making' the coffee. The whole experience was kind of surreal. Between the positive greeting and order being taken, to the payment process and absence of wearing masks, then the whole interaction with 'Kim', I think we’ll avoid this McDonald’s location in the future.

For the owner and franchise manager, if you post on the door that masks are required and don’t require wearing them by your employees, it’s rather hypocritical. If you post signage (see pictures) in your windows of the safety precautions you’re saying that you’re taking and blatantly not doing it, it does cause one to ask, 'what else are they not doing… if their ok with (not) doing this (i.e. wear a mask) in front of me?’...

I gave them 2 stars because they were better than 1. They always get my order right so that warrants 2 stars BUT if you order a large fry there's always a good chance they will short you on fries and only put about a medium worth in a large fry container. Also they will give you cold fries as well quite often. If not careful you'll drive away with unsalted fries too. The burgers are usually in good shape not too much to complain there. From time to time you will also order a large drink that comes and 4/5 of the way full. I know there's a machine that fills it up to 4/5 and its there job to top it off and they might be busy sometimes but I don't want to pay an extra dollar for the same amount of liquid I was getting in a medium. These may all seem like small things but one of these things happens every time I go. This is the closest McDonald's to my house but I believe in the future I will just drive elsewhere I'm giving up on this store. Quality control is an important part to running a business. I will attach a picture of this weeks version of a large fry. Half full waste of my upsize and money. Sad thing was I still had 3 fries at the bottom of my bag somehow when they didn't even fill the box up half way.

Added thoughts some time later:: They will almost always make your combos a large without you asking. They just charge you an extra dollar and pretend like that was the price. Also I asked for something without egg and cheese the other day and instead they rang up an entire combo's worth of food individually and tried to tell me that was the only way to do it. The cost was more than the sandwich with egg and cheese combo. They have since tried to do this every time I order now. Changing them to 1 star bc the service just really...