Last Monday, I went to grab a light snack with my family around 3pm. We had missed lunch, just got out of a doctors visit, and we were on a tight schedule. Across the street from Tufts Medical Center is where the crime took place. We went into the McDonald's, knowing they would be quick. We've been to this particular McDonald's before. In fact, I would say I grew up eating food from this McDonald.
What happened to us this time around is completely unheard of. We ordered:
~ 1 Big Mac Meal
~ 1 Double Cheeseburger
~ 1 Kids Meal
~ 2 Filet o' Fish
~ 2 Apple Pies
~ 1 Small Hot Coffee
When we were called to pick up our food to go, we were given our coffee, two bags of food, and two drinks. Okay, two drinks and a coffee makes sense. But only two bags of food? We ordered so much food! We didn't bother checking because we were in a hurry.
As we got into the car, we dug in that large bag for our fries, when we found none. It's just impossible to have McDonald's and not have fries. I ran back to the McDonald's and demanded for fries. The woman who answered me was apparently the person who packed the order. She remembered she packed it herself, because the Big Mac was a special order with no onions. She swore she put fries in my bag, but she did not. I showed her the receipt, while she continued to make it seem like I was falsely accusing her. Finally, after much humiliation in a packed McDonald's, even at 3pm on a Monday, she threw out my receipt and got me some fries.
So I was terribly flustered for having to deal with this woman who didn't pack my fries, and didn't want to give me fries even if she believed I was lying when I got back to the car. We started driving off and eating our food, when we realized she also forgot to pack the Double Cheeseburger and two Apple Pies. This was the most disappointing visit ever! My little sister was so upset, she complained all the way home. I was simply flustered to have taken her humiliation simply for fries when I should have been the one giving her a hard time for forgetting 4 items from our meal.
When I got home, I had to get all this frustration out. My little sister also felt the need to take some action. So I decided to look for the phone number of the McDonald's in Chinatown, and call to complain about the rest of the missing items. I instinctively went to the official McDonald's website to use their locator. Instead, I stumbled across their comment section. So I made my frustrations known at the corporate level by sending them a formal complaint, though I doubted anything would actually happen.
Three days later, I received an email response from a Customer Service Representative. This is what the email said:
Hello Angela:
I want to thank you for taking the time to share your recent experience at the McDonald's in Boston, MA with me. Your feedback is very important to us as it allows us to better understand how we can improve our service to you.
I am sorry for the inaccurate order and unprofessional service you received. Please be assured that we want to provide you with an exceptional experience every time you visit us. From your email, it is clear we did not meet your expectations. Again, I am truly sorry we disappointed you.
I want you to know that I have already taken action on your feedback. After reading your email, I immediately shared the information you brought to our attention with the local franchise owner of the restaurant you visited. Additionally, I notified our regional McDonald's consultant who works with this owner for follow-up in the restaurant and appropriate corrective action.
Again, *****, thank you for sharing your feedback. We appreciate your business and we hope to have the pleasure of serving you soon.
******
McDonald's Customer Response Center
Justice served? How can I be sure this isn't all just talk? How do I know action really has been taken, and that this email is not just some generic thing McDonald's does for their complainers to make sure they made peace with their company?
I may never know what actually did or did not happen as a result of my complaint. They should have just sent me complimentary coupons for next time. But since they didn't, I really can't believe their response was genuine. If this problem happens again, I know now to just call and complain.
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