Complaints

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  September 2nd 2024 10 30 am I arrived to pick up my app order and had to wait in line behind 2 cars. By the time I made it to the speaker I was told I’m not getting my food very rudely because I was 3 mins late then I was refused a refund. I was on time they just didn’t want to make the food and took extremely long with the cars infront of me because I was close to the end of breakfast. Then used their slowness to say I was late. That is just the beginning of the problem with this location. After I was treated horribly and refused my money back so I can feed my kids something else I was treated awful by the franchise owner who called me after I left her a several complaints times are tough and I needed my money back or the food they refused to help me with either and treated me like a idiot. Then to have the franchise owner to call me and basically tell me to never come back and hang up on me is insane. This place is run by horrible people and should be held accountable. I believe the managers name was John and the owner Becky although I can’t be sure as they were very reluctant to give me information. They took my money and refused me service all along using the excuse I was late while they were the ones who made me late due to what I believe is laziness I arrived right in time and they decided that was to late so they made sure it was. There should be accountability for these nasty people who could have easily just done the right thing

  Business response

  09/07/2024

  On 9/2/24 at 10:48am I received a call from manager John G***** regarding an upset customer.
  John stated customer had a mobile order that the store was unable to fulfill due to the changeover from breakfast to lunch.
  The register allowed the manager to recall the order but would not allow the manager to complete the order. It was stuck saying invalid daypart for the breakfast item as the customer did not check in on his app until after change over.
  Customer stated he was not moving until he was given his food or his money at which point the manager informed the customer if he continued to impede business the police would be called.
  Customer then came inside and proceeded to verbally abuse both managers on duty. Demanding he be given a refund. The managers tried to explain that the order had not been completed so any charges would be reversed on his card within a few days. The managers refused to give a cash refund due to the fact the customer’s charges would be reversed automatically.
  Customer then attempted to use his app to order different food but it would not allow him to order lunch. Unsure as to why.
  Customer was very verbally abusive, using extremely profane language and threatening body language until he eventually left the store.
  At 11:04am the customer left a profanity laced voice mail on the office number demanding a call back and that the manager John be fired.
  Customer then called the office number again at 11:21am with another voicemail filled with profanity and demanding the manager be fired, the customer get a refund and a call back immediately.
  At 11:27am I attempted to call the customer but received no answer and was unable to leave a message as the box was full.
  At 11:49am customer called but I was unable to answer before he hung up.
  At 11:56am I called the customer again and was able to reach him. I had the customer on speaker phone with the store’s gm sitting next to me.
  After identifying myself and stating I was returning his calls the customer started recounting the incident. I asked the customer not to use profane language while speaking to me. I then explained that because the order was not completed, we were unable to give him money back for an order we never received payment for. I then explained that the charges would be reversed within 5-7 business days.
   Customer stated he understood but then continued the diatribe demanding his refund as “times are tough” Customer began swearing profusely again and I asked for a second time that he refrain from profane language during our discussion.
  Customer stated he would be calling corporate and the BBB to lodge complaints. I informed the customer that we are a franchise store and I would be the one handling his complaint even via the corporate complaint line.
  Customer stated numerous times that he was not going to return to the restaurant. After the 5th or 6th time I replied that I thought it was probably a good idea if he didn’t return which seemed to trigger the customer. He began yelling that I was telling him not to come back and I replied that I was simply agreeing with him that we were not able to satisfy his wants and if I were in his situation I would not go back to a restaurant that disappointed me as much as he stated he was disappointed. I again asked him to refrain from swearing and he told me people swear and I should grow up.
  At that point I informed the customer I was terminating the call and hung up.
  Customer called back at 12:03 and left a voicemail demanding my name so it could be included in the investigation.
  
  I informed the O/O that the customer had been contacted and was not satisfied with the outcome of the call.
  I then had a picture of the unfulfilled order that was still stuck on the screen sent to my phone.
  
  Becki D******
  Operations Manager
  Little Falls McDonalds
  
  
  
  

  Customer response

  09/09/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. ]What’s  confusing I was told I will get no refund and still have not attached is the receipt proof!!! These people basically threatened me to not come back so ya I believe they are dirty people who would spit in my food if I did. The owner should be held liable for what her degenerate employees do to people who eat the food.  God forbid you’re not satisfied with their highschool drops outs horrible service that’s makes you the bad guy unbelievable.  Regards, ****** ******

  Business response

  09/16/2024

  On 9/2/24 at 10:48am I received a call from manager John G***** regarding an upset customer. John stated customer had a mobile order that the store was unable to fulfill due to the changeover from breakfast to lunch.  The register allowed the manager to recall the order but would not allow the manager to complete the order. It was stuck saying invalid daypart for the breakfast item as the customer did not check in on his app until after change over. Customer stated he was not moving until he was given his food or his money at which point the manager informed the customer if he continued to impede business the police would be called. Customer then came inside and proceeded to verbally abuse both managers on duty. Demanding he be given a refund. The managers tried to explain that the order had not been completed so any charges would be reversed on his card within a few days. The managers refused to give a cash refund due to the fact the customer’s charges would be reversed automatically.  Customer then attempted to use his app to order different food but it would not allow him to order lunch. Unsure as to why.  Customer was very verbally abusive, using extremely profane language and threatening body language until he eventually left the store. At 11:04am the customer left a profanity laced voice mail on the office number demanding a call back and that the manager John be fired. Customer then called the office number again at 11:21am with another voicemail filled with profanity and demanding the manager be fired, the customer get a refund and a call back immediately. At 11:27am I attempted to call the customer but received no answer and was unable to leave a message as the box was full. At 11:49am customer called but I was unable to answer before he hung up.  At 11:56am I called the customer again and was able to reach him. I had the customer on speaker phone with the store’s gm sitting next to me. After identifying myself and stating I was returning his calls the customer started recounting the incident. I asked the customer not to use profane language while speaking to me. I then explained that because the order was not completed, we were unable to give him money back for an order we never received payment for. I then explained that the charges would be reversed within 5-7 business days.   Customer stated he understood but then continued the diatribe demanding his refund as “times are tough” Customer began swearing profusely again and I asked for a second time that he refrain from profane language during our discussion.  Customer stated he would be calling corporate and the BBB to lodge complaints. I informed the customer that we are a franchise store and I would be the one handling his complaint even via the corporate complaint line.  Customer stated numerous times that he was not going to return to the restaurant. After the 5th or 6th time I replied that I thought it was probably a good idea if he didn’t return which seemed to trigger the customer. He began yelling that I was telling him not to come back and I replied that I was simply agreeing with him that we were not able to satisfy his wants and if I were in his situation I would not go back to a restaurant that disappointed me as much as he stated he was disappointed. I again asked him to refrain from swearing and he told me people swear and I should grow up. At that point I informed the customer I was terminating the call and hung up. Customer called back at 12:03 and left a voicemail demanding my name so it could be included in the investigation.  I informed the O/O that the customer had been contacted and was not satisfied with the outcome of the call.  I then had a picture of the unfulfilled order that was still stuck on the screen sent to my phone.  Becki D****** Operations Manager  Little Falls McDonalds 

*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. ↩