McDonald's — Restaurant in Virginia

I do not like surveys nor write reviews but I definitely have to because it well deserved. I have visited this McDonald's before through the drive thru. About a year ago I went in to purchase something, but I don't remember my day looking as positive as yesterday around 4:30 to 5pm. I took my grandchildren because they wanted to eat and play if they had a playground. I wasn't familiar with the ordering kiosks, or the process after ordering. I did it as I could, with the help of my 2 grandchildren, ages 8 and 9. We sat down at the table and a few minutes later I went to the counter because I didn't know if I had done the purchase process correctly. As I got closer I noticed a very excited customer running in, as she walked to the counter she was being loud and rude to one of the employees. I will tell you that the employee remained calm, looked at her without any gesture, kept her head up high, treated this customer with great kindness and respect to the point where the customer closed her mouth in shame, took her food, turned around and left, not receiving the response she expected. She thought the employee was going to argue back but sadly for herself, she argued alone. After the customer left, I approached the employee and told her that I congratulated her for how she handled the situation, that she shouldn’t let anything or anyone take away her peace and she responded very calmly “I put myself in her shoes and I understand her but I wasn’t the one who served her, in order to understand her more and serve her better, I tried” and yes she did! wow! I am definitely not used to seeing or hearing a McDonald’s employee be so professional. Without belittling others. She then patiently and kindly guided me through the checkout process to make it easier for me next time, brought me drinks and then food for my grandchildren and I to the table, extremely organized and freshly made. She was respectful and had a smile on her face the whole time. My grandchildren definitely felt safe and I was very happy with the experience at that place. The name of the employee who served me is Tanidra. Beautiful lady. I don't know if she is the manager or the cashier but the way she treated us was so nice that I forgot I was in a fast food restaurant. I am extremely grateful for the way she served us and treated us, she made us feel very special. I am going through very difficult times in my life with my dad's health among many other things and I needed the peace and respect I received by her. For many that might not mean anything but for me it did, because it felt like a breath of fresh air in the midst of an overwhelming year. I had never been treated like that in one of these restaurants. The staff that day was definitely very cheerful. I loved the atmosphere. We didn't want to leave. My grandchildren want to come back soon even though there is no playground 😄, they had fun and all thanks to Tanidra and her lovely team. We took a couple of photos & one of them was with my grandchildren, but I'll only share mine for safety reasons. ...

I went through the drive thru at 9:30. I asked for a large fry and a large caramel frappe. On the screen it said mocha instead of caramel so I said it was supposed to be caramel. The lady said she’d change it. A few minutes later she said the price, but it still said mocha frappe instead of caramel. I said again that I wanted a caramel not a mocha. It was quiet for a few minutes then she asked me to pull to the first window. When I got to the window she asked if I was wanting the frappe as a meal. I said “no, I just need a large caramel frappe and a large fry”. She said oh okay and then said the price. As I went to hand her the card I confirmed that I would be a caramel frappe and she said yes. I got to the second window and they handed me a bag with the large fry and a MOCHA frappe. I once again told them it was supposed to be a caramel frappe. The lady working the second window seemed to call over a manager because she was confused and it was the same woman that I had met at the first window to pay. The woman that I assume was the manager then told the lady working the window that it was a mocha frappe. I never once said mocha so I do not know why they thought that in the first place, let alone after the countless times I corrected it. The workers then made two more mocha frappes and threw them both away then finally made a caramel frappe. Then as the lady working the second window handed me the finally correct caramel frappe proceeded to tell me that it was my fault and they weren’t wrong. How was it my fault when from the beginning I only say caramel frappe but they were the ones getting it wrong every step of the way. Terrible service and to top it all off the fries were cold. If that woman that I assume was a manager is actually a manager then she is terrible at her job and she seemed to be high or something and was not totally aware of the present or what was happening. I do not know why all of this happened in the first place, but they workers were terrible, not polite at all, then blamed me for...

Went through the drive thru to order a family bundle meal. When ordering, I had to ask 5 times what bundles they offer. The worker could not understand what I was saying so I eventually asked if she can get someone else. The other person came on and I ordered. I told her that first person I talked with did not know what was going on and was hard to understand also and probablynot the best fit for the drive thru window. At the first window, the 2nd lady who was helpful when ordering, was an AA female with colored/blonde dyed hair said (referringto me), "he's f--k'n rude...he can just f--king keep moving 'cause he's f--king rude." I pulled up to the 2nd window and spoke with the store mgr to tell her what happened. She was rude also--making no eye contact with me and continuing to do things instead of giving me her attention. I actually had to say, "do you have anything to say about what I just shared with you... do you hear what I am saying." "Ah, yea, sorry about that." She intentionally made it clear that she was "too busy" to listen to the customer and gave a generic apology. I told her, well, your employee needs to be fired for being grossly inappropriate. She represents McDonald's and is in there cussing at customers and cussing about customers and talking trash about your customers. She then said, Good night and shut the drive thru window on me. Lol...This is usually one of the better McDonald's, but they need to regain control over firing bad employees including the lowsy manager who probably permits this behavior.... There is socially inept, and then there's super socially incompetent to the point of being a...