Absolute TRASH!! I stopped by the Vine St location approximately 430pm today. I got in line for the Drive thru to try to get the Grimace SquishMallow for my 6 year old Autistic son. I decided to call while in line and ask if they had it available. "Thank you for calling McDonalds, this is Angel" "Hi Angel, do you all have the Grimace Squishmallow toy in store?" "The Grimace one? We sure do!" "Great, can I buy the toy by itself or do I need to buy a whole kids meal?" " Let me check, (asks someone on the side), Yes you can buy it by itself up to a limit of 5" " Great, I don't need 5, just one for my special needs son. I'm in the drive thru, so I'll just pull around and come in and get it." As I walked in, I waited legit 5 minutes for anyone to acknowledge I was at the registers despite 4 employees making eye contact with me. The employee that came to the counter mentioned the toys were in a bundled bag and cant see them. I explained that I had just spoke with Angel on the phone and she said I could get that specific one, he said okay then I'll get you one and charged me the $3.21 for it. He grabs a bag and puts on the counter; without opening it at all I can clearly see this is a red cat with white belly and not the Grimace they had agreed to sell. He said he'd get Angel. A few mins later she comes to the front counter and immediately says "I must have misunderstood you when you called that you wanted a specific one." I said " you even repeated it back to me that you had it" but fine, whatever, give me a refund. She legitimately says she just spoke to GM and said they can not refund it and nothing they can do. I asked to speak to GM. Enter Alyssa. She started the conversation very stern and very short that she is not giving a refund. I explained that 2 employees up to the point of purchase had said yes that is what I was buying then after purchased changed it. That is the LITERAL definition of Bait and Switch. She over talked me numerous times and was very rude. Admittedly after a few minutes of trying to reason with her and her talking over me, being rude and drunk with power of being able to say no, I had had enough and yelled back at her while exiting. On my way to my car 3 young men came chasing me out of the store in street clothes yelling to me across the parking lot "YO!!! why you talking to my manager like that?" Are you for real? I have 2 employees lie to me that they would sell me a specific toy, a manager give refuse to make it right by refunding a toy that had not been opened nor even been removed from their counter, but now I have 'thug' employees chasing me into the parking lot. I call the 'corporate number' to be to you all at Mandovi Enterprises and Gabe Layne is apologetic then calls the store, the employees lie to him that they said I could have the specific one and his mind is made. Refused to understand the situation, a supervisor, ceo name or anything. I advised it is not about the $3 at all.. could care less.. it is the service and that it was all for a special needs 6 year old the day after Christmas and turned into a complete nightmare. Gabe kept reiterating there was no one customer service wise I could speak with above him that even 'calling the 800# would just route it back to him" I called another nearby McDonalds who were appalled that McDonalds Corporate was being made to look in this manner. She looked thru them while on the phone with me for her location and confirmed they had it. She sat it aside for me and greeted me at the register with a smile when I walked in the store. DAY AND NIGHT experience. They are not part of this franchise organization makes the difference.
Absolute TRASH!! I stopped by the Vine St location approximately 430pm today. I got in line for the Drive thru to try to get the Grimace SquishMallow for my 6 year old Autistic son. I decided to call while in line and ask if they had it available. "Thank you for calling McDonalds, this is Angel" "Hi Angel, do you all have the Grimace Squishmallow toy in store?" "The Grimace one? We sure do!" "Great, can I buy the toy by itself or do I need to buy a whole kids meal?" " Let me check, (asks someone on the side), Yes you can buy it by itself up to a limit of 5" " Great, I don't need 5, just one for my special needs son. I'm in the drive thru, so I'll just pull around and come in and get it." As I walked in, I waited legit 5 minutes for anyone to acknowledge I was at the registers despite 4 employees making eye contact with me. The employee that came to the counter mentioned the toys were in a bundled bag and cant see them. I explained that I had just spoke with Angel on the phone and she said I could get that specific one, he said okay then I'll get you one and charged me the $3.21 for it. He grabs a bag and puts on the counter; without opening it at all I can clearly see this is a red cat with white belly and not the Grimace they had agreed to sell. He said he'd get Angel. A few mins later she comes to the front counter and immediately says "I must have misunderstood you when you called that you wanted a specific one." I said " you even repeated it back to me that you had it" but fine, whatever, give me a refund. She legitimately says she just spoke to GM and said they can not refund it and nothing they can do. I asked to speak to GM. Enter Alyssa. She started the conversation very stern and very short that she is not giving a refund. I explained that 2 employees up to the point of purchase had said yes that is what I was buying then after purchased changed it. That is the LITERAL definition of Bait and Switch. She over talked me numerous times and was very rude. Admittedly after a few minutes of trying to reason with her and her talking over me, being rude and drunk with power of being able to say no, I had had enough and yelled back at her while exiting. On my way to my car 3 young men came chasing me out of the store in street clothes yelling to me across the parking lot "YO!!! why you talking to my manager like that?" Are you for real? I have 2 employees lie to me that they would sell me a specific toy, a manager give refuse to make it right by refunding a toy that had not been opened nor even been removed from their counter, but now I have 'thug' employees chasing me into the parking lot. I call the 'corporate number' to be to you all at Mandovi Enterprises and Gabe Layne is apologetic then calls the store, the employees lie to him that they said I could have the specific one and his mind is made. Refused to understand the situation, a supervisor, ceo name or anything. I advised it is not about the $3 at all.. could care less.. it is the service and that it was all for a special needs 6 year old the day after Christmas and turned into a complete nightmare. Gabe kept reiterating there was no one customer service wise I could speak with above him that even 'calling the 800# would just route it back to him" I called another nearby McDonalds who were appalled that McDonalds Corporate was being made to look in this manner. She looked thru them while on the phone with me for her location and confirmed they had it. She sat it aside for me and greeted me at the register with a smile when I walked in the store. DAY AND NIGHT experience. They are not part of this franchise organization makes the difference.
Service: 1
McDonald's franchise office.
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