McDonald's Menu Prices at 1165 Western Blvd ★3.6 (1657)

The bar for McDonald’s keeps getting lower. I stopped in Saturday Morning around 9:50. The drive thru line was hanging out of the parking lot, so I elected to go inside this time and take my order to go. I got a large black coffee, a BEC McGriddle, and a burrito. It took 9 minutes start to finish for me to be served. The lobby wasn’t empty, but there were 4-5 people in there. I understand being busy, but they appeared to be properly staffed. The problem as I saw it was they had one person working the front counter, and what appeared to be nearly 4-5 people working the drive thru line. Someone from the drive thru stepped in periodically to help bag orders for the front counter. McDonald’s OEPE target service time is 120 seconds for reference. I worked at a high traffic McDonald’s for 4 years, anything over 300 seconds is considered a serious problem. The issue here is that McDonald’s has heavy service metric tracking. They force people through the drive thru as fast as possible (still slow), and neglect the front counter customers time and time again. No different this time. To add insult to injury, my food was well below standard. I got two simple things. The burrito was small, hard, and I wasn’t able to finish it. These cheap burritos have tripled in price over the years, and they take very little time to warm up and serve. Mine was likely over held in their warming cabinets for longer than allotted, and served hard and barely edible. Take a look at my attached photo. Small, hard, and 80% tortilla. My BEC McGriddle was warm at best. It felt like it had been sitting in the “heated landing zone” for too long and had lost its freshness. Apparently all it takes is 9 minutes to do that. The issue here is that the grill team outputs orders in the order received. The service team outputs orders in priority of how many people they have working in each section. 5 people in the drive thru, faster. 1 person on front counter, slower. 4 people in the grill, consistency. Only pro during this visit, the coffee was hot! Gotta give credit where credit is due. It’s getting so old getting served the same pour quality stuff every time and it taking forever. I unfortunately was running behind to an appointment today, otherwise I would’ve asked for my items to be remade, but I didn’t have another 10 or more minutes to wait. I guess we’ll see how their competitors do next time I need a quick bite.

Overall experience one star!! At this location, we have had little hiccups over the years which nobody’s perfect and that is understandable. But these past two times that we have gone to this specific location we have had a sum of a few worst customer service that I can think of. About a week ago we order on the McDonald’s app like we always do. We go through the drive-through. I am at the second speaker because there is a car in front of me at the first speaker they call over. I give them my order number and they say if everything looks correct go ahead pull forward so I wait for the car in front of me to move and then go behind him. It’s not a two lane McDonald’s like the one on gum branch. We get up to the Window they tell me that I owe them money. I said no I had a mobile order under my name and they said we don’t have any mobile orders under that name. I was super confused. Three people came up, including the manager. And to preface on the manager, she wears a red vest that says guest service manager, and it’s pretty up there in age. It took the other manager to come up and look at my phone for three seconds and they had my stuff corrected. That whole ordeal could’ve been avoided if they would have properly done their job. Then you have one week later today. Again, we order on the mobile app go through the drive-through go smooth. We even had two mobile orders and they got both of them correct but I had an issue with my drink. I got a large Diet Coke, and when they handed me through the window, it looked like a light color so I took a sip of it While driving away. Realized that there wasn’t much syrup in it so it tasted like sparkling water. No issue again it happens. But the issue is when I went to go inside probably waited 20 minutes until I got a new drink, but I had to talk to three people again. The first girl who was doing the orders running out to the cars and everything. The second one again was that older lady in the red guest service manager best I asked both of them to get me a new Diet Coke because this one wasn’t right. The third girl was phenomenal. She helped out the two other people that were trying to order at the front desk and fix my issue right away. She did tell me they have been having issues with their Diet Coke system and I was like OK well, I can either get another Diet Coke or diet Dr Pepper just something diet gives me a new Diet Coke everything smooth but with those two issues it really makes it hard for me to come back to that specific establishment and that’s why I give it one star

I never received my order. I showed the person at the counter proof of my order. She said there was nothing she could do to help. It was just a happy meal but apparently Macdonalds is hurting so bad they no longer can afford basic customer service. I had three kids but they all shared. Now I'm having to stop again because they are hungry. So I have find another place to stop. I'm not just disappointed I'm shocked that so little effort was put into making their own error right. If it was a large amount I would have understood but it was a single happy meal. So long as they don't make any errors service is usually good. But if any mistakes are made they will apply zero effort to make it right.

Some lady had a French bulldog in the restaurant, And an employee in his apron was holding the dog. Sneezed into his hand and continued to walk back to make food, didn’t wash his hands, handled food on the line and sneezed into his hands again! The dog is cute but shouldnt have been allowed in the restaurant, it was a puppy so clearly could not be a service dog. My order was completely wrong and I can’t even eat it because the kid who sneezed into his hands is the one who gave it to me….management where are you?

If you want to give a perfectly ran mcdonalds franchise operation. I have never been impressed before like this, I've never even taken photos of a fast food restaurant before until now because even the restroom was flawless. So, for the first time ever, im going to post a puc of the restroom as well. Never have i seen a restroom this clean, even with it being right after a recent rush or even when a mcdonalds has been slow the entire day. Just like the restroom, the dining area was even more flawless. The customer service was even flawless the cash register worker even took the time to bring my food to my table. I've never had that happen before from a fast food restaurant. So kudos for going the extra mile. The atmosphere for the mcdonalds here was flawless as well because as busy as it was especially with them being on what seemed to be a skeleton crew handling in house orders they were shooting out orders in incredible time. Usually, when there's a skeleton crew and it's busy on any end of the register, you can sense the tension not here. The food was perfection at its greatest on every level from time of prepare recieving the meal the presentation was picture perfect and the quality of the #3 double quarter pounder with cheese meal was so good it made me envious.