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| - This McDonald's is practically across the street from my house and I've been going probably 2-3 times a week for 3 years now. Honestly, all my prior experiences have been good, which is the only reason I'm giving two stars instead of one.
They've upgraded the interior and drive thru, and installed the kiosks for ordering. The kiosks have been around for a week or two, so any kinks in the system should have been worked out by now but unfortunately they have not.
I walked in and was not at the counter or a kiosk, but on my phone looking through the McDonald's app at the deals. Within 5 seconds of entering I was accosted by an employee directing me to go to a kiosk to place my order as she started the order process for me. That alone was enough to make me want to walk out, but I did not.
I spent a minute or so figuring out which deal from the app I was going to use and then went to the kiosk. Using the kiosks is easy enough, but quite slow. I have a Ph.D. in computer science and am all for using technology to lower customer wait time and increase the company's bottom line, but it was not a good experience. In any case, at the end I said I wanted to pay at the kiosk and instead it printed out a ticket and told me to pay at the counter.
I go pay and then I wait... and wait... and wait.
It was not that busy and I repeatedly heard staff telling people to use the kiosk to order because it goes directly to the kitchen. All I ordered was one sandwich, one order of fries, and chicken tenders. After nearly 20 minutes I finally get fed up and go to get a refund and even that took several minutes as the manager couldn't figure out how to refund me minus the deal. Apparently I'm going to get an extra $1 back because of that.
From the time I entered until the time I left was 25 minutes. I left without food, with an extra dollar (allegedly), and to top it off literally as I'm walking out the door they announce that my order is ready. I'll note that I was not the only one who was still waiting for food when I left either. There were others there the entire time who had placed orders right before me who were still waiting when I left.
McDonald's, or at least this location, is shooting themselves in the foot. Increasing the wait time by 3-4x the usual, costing themselves money because they don't know how to issue the right refund amount, throwing away food because people are getting refunds since it is taking so long, and, perhaps the most important thing, angering long-time customers such that they won't return.
I'm sure McDonald's as a giant company will be fine. I'm sure this location will be fine as well. However there's a lot that's gone wrong here and needs to be fixed tout suite.
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