I went to Mcdonalds #3564 located at 454 Montgomery Hwy, Birmingham, AL 35216 on 11-9-2011 and ordered a Double Quarter pounder with cheese, Large Fry and Large Drink at the Drive Thru. Once I drove back to work I started eating my meal and I noticed that the Double Quarter Pounder with cheese seemed unusually small. I then noticed that I was given a regular Quarter Pounder instead of what I ordered.
I called the store later that day no one would answer the phone. I had waited to call because I didn't want to interfere with their lunch rush.
I returned to the restaurant on 11-10-2011 and asked to speak with the manager. I showed the manager what had happened and told her that I wanted them to give me the correct order.
I was told that since I had ate the food that they would not replace it. The Manager told me that it was Mcdonalds policy was not to replace food that had been eaten. She told me that I should have called them to let them know what had happened. I showed her my cell phone where I had called the restaurant at 4:26 the day before.
After arguing with her she finally told me that she would give me a regular quarter pounder and a small fry and small drink. I told her that was NOT my original order and that it is standard procedure to make the original order correctly (I have worked in fast food before).
NOTE: The correct procedure that Mcdonalds should have used was by first saying the following "I apologize for the incorrect order and the inconvenience it has caused you. Let us make it up to you by making you the correct order"
I then called the Mcdonalds Complaint line and had to hold on it for 15 minutes before I got a representative. The representative took my complaint, apologized, and told me that it would be forwarded to the district office.
I have wasted time, money, and gas trying to get this resolved. Now I am so furious that I am not planning on ever going back to them again and I am going to tell everyone I know about the experience. This includes postings on Facebook, Twitter, and any consumer complaint board I can find.
Mcdonalds spends millions on advertising and building its brand and reputation. It is amazing that they care so little about protecting their reputation that they wouldn't spend as little as $7 to do the right thing. For every one customer that complains there is at least 20 more that never do but instead they just take their business elsewhere. If Mcdonalds is happy losing customers then continue doing what you are doing. If you want to keep customers loyal then please train your managers on how to handle this type of situation without resorting to arguing with the customer. Remember that Rule #1 is that the customer is always right.
I am asking all consumers that the next time that you are going to Mcdonalds that instead you should go to one of their competitors instead.