Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order was placed on 6/17/23 at 1:33 pm and was for $9.63
  
  Want the following order refunded back to my credit card and a $25 gift card or $25 check for my wasted time.
  1. The order was placed from mobile app and they were supposed to bring it to my car in spot 6
  2. After 30 minutes I had to go into restaurant to see where order was
  3. Took another 5 minutes to get my food so it was a total of 35 minutes until they spoke with me, then at 40 minutes received the food
  4. Got home and my order was wrong. Quarter pounder was supposed to have no mustard, no pickles and no onions.
  
  There was plenty of workers in that restaurant. Just looks poorly run. Maybe some of the higher ups from the corporate office should go work a shift on a Saturday afternoon to re-train the management that was working that shift.
  
  You can send the $25 card or check to:
  ***** ********
  **** ****** ****
  *** ****, ** *****
  
  **Also I did reach out to their customer service and they said they would only send a card for a free combo meal. I told them I did not want the combo meal. As I stated earlier I wanted the meal refunded back to my credit card and a $25 cash card for my wasted time. The

  Business Response

  Date: 07/24/2023

  Good Afternoon!  Thank you for reaching out about Mr. ******** concerns over his service at our Van Wert location.  
  
  On 6/17/2023 Mr. ******** visited our Van Wert II location in which he placed an order for $9.63.  He contacted our office on 6/17/2023 at 4:20pm stating that he wanted his money refunded and wanted a $25 gift card. 
  
  His email read, "Want the following order refunded back to my credit card and a $25 gift card for my wasted time.
  1. The order was placed from mobile app and they were supposed to bring it to my car in spot *
  2. After 30 minutes I had to go into restaurant to see where order was
  3. Took another 5 minutes to get my food so it was a total of 35 minutes.
  4. Got home and my order was wrong. Quarter pounder was supposed to have no mustard, no pickles and no onions.
  
  There was plenty of workers in that restaurant. Just looks poorly run. Maybe some of the higher ups from the corporate office should go work a shift on a Saturday afternoon to re-train the management that was working that shift."
  
  Per our company policy, upon the receipt of his concern, we emailed him, due to him only providing an email address, to express our sincere apology, our immediate plan to address the concern, an offer to speak with someone in our leadership team, and offered a coupon for him sharing his feedback, all of which is our standard process when we receive a concern from a customer in one of our restaurants.  
  Mr. ******** then responded "Thank you for the response. The person in front of me was waiting 58 minutes for their food. My request was not for a free combo meal it was to have my meal refunded and for you to send me a $25 gift card for wasting almost 40 minutes of my time on a Saturday. About a week ago at your S Shannon, Van Wert location I also waited over 30 minutes and finally told them to refund my money. Not sure what is happening at your Van Wert restaurants but if the goal is to frustrate the customers you have certainly met the goal. Not sure me speaking with management will do much good. It greatly appears that the corporate management needs to go retrain your store managers. I could have went to a sit down restaurant, ordered my food and been out of the place in less than 30 minutes. My address to send my refund and gift card are on the original message. My request is more than reasonable." on 6/21/2023.
  
  The final email correspondence that we had with Mr. ******** was an email back again on 6/21/2023 at 1:26pm again apologizing for his experience and a request for him to provide his phone number so that we can have our Supervisor reach out to him directly.  Mr. ******** declined to respond to our inquiry to contact him so that we could further discuss his concerns and attempt to reach a resolution with him that he felt was fair and that met our company policy.
  
  On 7/24/23 we have processed a refund for Mr. *******'s order of $9.63 which can take up to 14 business days to process.  If Mr. ******** would like to further discuss his experience at our Van Wert location, please have him contact our office at ************.
  
  
  Thanks
  The ***** Family McDonald's Leadership Team