I did something this week that I almost NEVER do, and I did it twice! I stopped at one of the two McDonald's locations within two miles of my house. On Monday morning I was running too late to make coffee for myself (stayed up too late enjoying a cucumber and mint martini with my bad-but-fun-influence sister-in-law) and decided maybe a coffee and food would be in order to get the day off to a decent start. We all know that going through a drive through leaves us open to poor service and messed up orders, but I didn't think my two item order would be a problem.
"One large, iced, vanilla latte with skim milk and one sausage muffin without egg, please." (Really? How hard is it to get this right? You are McDonald's, aren't you?)
I thought things were going well when I had a nice conversation with the woman at the first window who took my money and complimented my (grown-out) highlights. We were quick friends by the time it was my turn to pull to the next window. There, however, things did not go so well. I was handed, without a "hi", "good morning", or even a smile, my hot (not iced) latte and my sandwich. I didn't have time to argue about the coffee and figured I like it hot as well as cold, so no biggie. Until I drove off and took my first sip.
"GAH! What the $#%@ is that swill in my cup?" It was by far the WORST imitation of a latte I have ever had. I'm not sure what was wrong with it, but I had to add two sweeteners once I got to the office to make it palatable. It didn't help my morning when I opened the sandwich. Yep, it had an egg on it. I am not allergic to eggs or at all opposed to eating them. I just didn't want one on my sandwich. Lucky me, I got it anyway. Thanks morning crew!
So, on Monday they were 0-2 for getting it right, and I was more than a bit irritated. But, on Wednesday I found myself running late again and decided to give them another shot. Everyone deserves a second chance, right? This time I only ordered a coffee.
"One large, iced, caramel latte with skim milk, please."
There was no super nice lady at the first window this time, but it wasn't completely unpleasant. What I will admit is that I failed to notice that the cashier had rung up a SMALL, not a large. So, when I got to the second window and the MANAGER handed me my tiny latte, I stopped her. "This is a large?" What was her response? "She rung you a small." There was no "I'm sorry, did you want a large?" or "I'm sorry, she rung you a small. Is it okay or can I make you a large?" I would have been willing to pay the difference.
Okay, so maybe I am pushing the hospitality factor, and maybe I bear some responsibility for not paying attention to what was on their "double-check me" screen, and maybe my $2 and change total should have also tipped me off. But, really, McDonald's? What ever happened to keeping your customers happy so that they will come back, tell their friends, bring their kids? I was so pissed that "she rung you a small" was all she had to say before she actually turned her back to me to re-engage in conversation with a crew person that all I could say was "OKAY!" and slam my mini-coffee into my console as I drove off. For a manager to treat a customer that way is truly inexcusable to me, and yes, I did work for McDonald's as a teenager, so I'm not being completely unreasonable here. I have actually been on the other side of that drive through window, and my hubs spent 18 years working for this company. I know about which I bitch.
I was so bugged at their 0-3 drive through stats that I got on their website to email the store manager. The not so big surprise? The email came back to me as having a bad address. I guess they really DON'T care if you have a bad experience if their complaint email is even unusable. So, McDonald's (yes, this is a link to the actual location), I'm using this forum to tell you that I won't be back. Not that I think you care, but it makes me feel better.
Morning McDonald's run? A McDon't.
