This letter is a formal complaint regarding the service received today at McDonalds Located at 1294 Stoney Point Road Charlottesville VA 22903. During my lunch hour I arrived to this extremely busy location at approximately 3pm to grab a medium caramel frappe. I ordered at the drive through and paid at the first window, drove to the second window where the gentleman advised me they need to “change the bag” and he instructed me to pull into the customer waiting parking space and they would bring the drink out to the car. I patiently waited over 20 minutes and then decided to go inside.
I went to the counter and spoke with Josh who advised he was a manager and had Josh had no idea why I was waiting. I explained I was asked to wait for my drink and he said “ok let me check” he opened the drink machine and the bag inside was empty and he got a bag of drink mix to change it. I advised I had waited 20 minutes and they had not even changed the bag, he looked at me puzzled with no apology or understanding why I would be upset so requested my money back. Josh asked me what size drink I ordered and gave me a refund with no receipt, still no apology and proceeded to assist the next customer.
I asked who the store manager was and requested to speak with him and was advised the store manager was in a meeting. Another customer with similar experiences pointed me in the direction of where the Store manager was meeting and the door was open, so I excused myself and advised the store manager of the occurrence. Kelvins Pease’s response was he is not aware of the situation, a manager in the front can refund my money and “sorry you were forgotten”. There was no empathy, no sense of urgency, his tone was sarcastic and he could care less about the lack of customer service I received.
I am appalled at the experience and will make it known via every social media platform available if appropriate action is not taken to rectify the situation. Side note: the “meeting” Kelvin was in appeared to be his wife and 3 kids for lunch.
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