Complaints

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I went through your Fostoria location drive thru on 9/14/24 at 5:30 pm. I ordered 2 $5 meals with one having a McDouble and the second having a Mcchicken. I had a free large fry on the McDonald’s app with any purchase and was given a promo code. I gave the promo code to the cashier and they got nasty with me telling me it was already used. It showed the code until I gave the code to the cashier and said it was taken. He fought me for the free fry. I couldn’t see my order on the drive thru screen to see if the order was correct because the screen wasn’t working to show the order. I went to the window asked for a manager and she did give me the free large fry. I noticed the gentleman behind me was having issues with his app as well. I then get my food at the second drive thru window and it was wrong. I told them that they gave me two McDoubles when I should have only one and also a mcchicken. The girl wasn’t the friendliest when I let her know the order was wrong and she told me to give her the McDouble sandwich after I opened it in front of her. I said something about health issues in taking it back and she said no she needed it back as that is your store’s requirement. I had to dig through my bag for the wrong sandwich and spilled all of my fries all over in my bag and leaving grease everywhere. I can guarantee that opened sandwich given to me and taken back was passed off onto the next unsuspecting soul. I was then told to pull forward to the third window for the mcchicken sandwich and I politely declined as I probably wouldn’t receive it. All of a sudden, it was ready. I also got unsweetened ice tea and all it was was colored water, it wasn’t even close to being tea. I’m concerned with health department codes at your location given that your giving out food to people and having it handled by several people and opened and then handed back to the restaurant to pass out to a different customer.

  Customer response

  09/18/2024

  I am giving you the information that was requested per BBB. The address of the complaint is: McDonald’s 620 N Countyline St. Fostoria, OH 44830.

  this is the complaint: Hello, I went through your Fostoria location drive thru on 9/14/24 at 5:30 pm. I ordered 2 $5 meals with one having a McDouble and the second having a Mcchicken. I had a free large fry on the McDonald’s app with any purchase and was given a promo code. I gave the promo code to the cashier and they got nasty with me telling me it was already used. It showed the code until I gave the code to the cashier and said it was taken. He fought me for the free fry. I couldn’t see my order on the drive thru screen to see if the order was correct because the screen wasn’t working to show the order. I went to the window asked for a manager and she did give me the free large fry. I noticed the gentleman behind me was having issues with his app as well. I then get my food at the second drive thru window and it was wrong. I told them that they gave me two McDoubles when I should have only one and also a mcchicken. The girl wasn’t the friendliest when I let her know the order was wrong and she told me to give her the McDouble sandwich after I opened it in front of her. I said something about health issues in taking it back and she said no she needed it back as that is your store’s requirement. I had to dig through my bag for the wrong sandwich and spilled all of my fries all over in my bag and leaving grease everywhere. I can guarantee that opened sandwich given to me and taken back was passed off onto the next unsuspecting soul. I was then told to pull forward to the third window for the mcchicken sandwich and I politely declined as I probably wouldn’t receive it. All of a sudden, it was ready. I also got unsweetened ice tea and all it was was colored water, it wasn’t even close to being tea. I’m concerned with health department codes at your location given that your giving out food to people and having it handled by several people and opened and then handed back to the restaurant to pass out to a different customer. 

  Business response

  10/04/2024

  BBB Northwestern Ohio & Southeastern Michigan
  Re: Complaint Response 
  Assigned ID # ********
  Dear BBB Northwest Ohio & Southeastern Michigan,
  This letter is in regards to the Service Issue Complaint response you requested. 
  The Mobile system will only allow for one Code every 15 minutes per Mobile customer. We are unable to control technical issues with the Mobile App. When technical issues arise we try our best to accommodate in these situations. Such as in this case, the Lg Fry was promo-ed from this order prior to the order being paid-out. I will attach the receipt as proof.
  The Unsweetened Teas was caused by a misstep in the brewing process. What likely occurred was that someone forgot to replace the tea bag when brewing a new batch.
  Unfortunately, the order taker did not ring the order in correctly. The order was rang in as both $5 Bundles being McDoubles instead of one McDouble, and one McChicken. We are aware that half of the Menu Board is malfunctioning, we are working on Troubleshooting the issue. The order taker has been coached on reading the orders back to the customer while they are at the speaker box to clarify orders to help accuracy issues.
  We do request back incorrect items. Collected items are then placed into a Waste Bucket. These items are counted and placed in a Trash Can multiple times a day. These items are counted for inventory and safety. Items taken back from a customer are NEVER given to anyone, customer or employee, as that would be a Health Issue.
  For resolution, I will send the customer a coupon for One Free Combo Meal. This coupon is equivalent to the dollar amount of this order. I will mail it to the address provided in the complaint notice.
  Sincerely,
  ******* ******, Administrative Asst, Fostdon, Inc
  
  

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