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Thursday, April 23, 2009

Swearing off McD's until further notice

Email that I sent to McDonald's USA:

Dear Sir,

I regret to feedback on a truly disappointing experience at the McDonalds restaurant, specifically the one across from the Sahara monorail station in Las Vegas.

My wife and I had planned a quick supper after watching a show along The Strip. Our plan was to catch the monorail back to our hotel before services ended at midnight, and drop by the McDonalds nearby for a burger and some McNuggets.

To our dismay, we found that this particular restaurant was already closed for seat-in customers, and was only operating the Drive-Thru. Not a problem. We were perfectly willing to do a takeaway.

After waiting almost 20 mins for the Drive-Thru to serve the line of cars, we approached the counter and asked if we could order some food.

To our surprise, the supervisor-in-charge absolutely REFUSED to take our orders, stating that he was only allowed to serve drive-throughs. We tried to reason with him - It was late. We were already near our hotel and just wanted to get some food and go back to our room. We were tired after standing along the queue of cars and feeling grubby from all the exhaust - but to no avail.

The supervisor adamantly said that HIS supervisor actually spends time reviewing video footage of the night before, and will sack him if he serves us. He told me straight in my face that taking my order was not worth losing his job! My wife was so exasperated that I could see tears forming in her eyes - a heartbreaking sight for any man.

Eventually, we had to ask the driver of the next car in line to order food for us. This was not just embarrassing to us as individuals, but to the very concept of service quality from McDonalds!

I would like to know:

1) Is serving takeaways at Drive-Thrus against the law in Nevada?
2) If not, is it a policy enforced by McDonalds?
3) If this is neither law nor policy, then why is there such a rule that is so strictly enforced, that an employee should fear dismissal for making a sympathetic decision?
4) We were told that we would not be served unless we were in a car. Why the discrimination against people who do not drive? For the record, we were in between car rentals having driven from California to Nevada, and having moved on to Arizona the following day.

We have traveled and eaten in many restaurants (fast food or otherwise) around the world, and have never, ever felt so unwelcome by a restaurant before. This is such a shame.


Response from McDonalds

Hello Dannie:

I want to thank you for taking the time to share your recent experience at the McDonald's in Las Vegas, NV with me. Your feedback is very important to us as it allows us to better understand how we can improve our service to you.

I am sorry for the unprofessional service you received. Please be assured that we want to provide you with an exceptional experience every time you visit us. From your email, it is clear we did not meet your expectations. Again, I am truly sorry we disappointed you.

Concerning your inquiry regarding McDonald's policy on walk-up orders in the drive thru, for safety and security reasons, many locations will not accept walk-up orders. I apologize for any inconvenience this may have caused you and your wife. I want you to know that I have already taken action on your feedback. After reading your email, I immediately shared the information you brought to our attention with the local franchise owner of the restaurant you visited. Additionally, I notified our regional McDonald's consultant who works with this owner for follow-up in the restaurant and appropriate corrective action.

Again, Dannie, thank you for sharing your feedback. We appreciate your business and we hope to have the pleasure of serving you soon.

McDonald's Customer Response Center

(footnote to MCRC reply)

Please do not "reply" to this email response. No "replies" can be received through this mailbox. If you wish to contact McDonald's Customer Response Center again, please visit our website at www.mcdonalds.com
(which is another painful experience, because you have to have the address of the @%^$@^ McDonald's you visited!)


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