Brenda Luna
Google
To Whom It May Concern,
I am writing to formally report a highly unprofessional and unacceptable experience I had at your McDonald’s location. I expect this complaint to be taken seriously and addressed by management and, if necessary, escalated to corporate oversight.
On [06/09/2025], I visited your drive-thru. I was behind another vehicle and waited several minutes at the ordering speaker without any communication or greeting. After three full minutes of silence, I asked aloud if the location was open. I received no response. I proceeded forward to the second window, where there was also no employee present. When I reached the third window, I was shouted at by an employee who claimed someone was at the ordering speaker. They proceeded to refuse to serve me, even though I was attempting to purchase a simple coffee.
When I asked to speak to a manager, the situation escalated rather than improved. The manager on duty was dismissive, confrontational, and completely unwilling to acknowledge the breakdown in communication or take basic accountability. Instead of resolving the issue, the manager instigated further hostility and excused the behavior of the staff.
To make matters worse, a drive-thru employee named Miguel—who I’ve had issues with before—mocked me and laughed at me during this visit. This is not the first time he has behaved unprofessionally. In a previous incident, Miguel served me scalding hot coffee without a lid, which resulted in me getting burned. I reported that incident, and I believe he now targets me because of that prior complaint.
I am deeply concerned that your staff:
• Refused service without cause.
• Failed to communicate properly at the ordering station.
• Reacted with aggression when questioned.
• Allowed personal bias and retaliation from a previous incident to impact current service.
• Showed a lack of basic professionalism and critical thinking required for customer service.
This is unacceptable for any business, let alone one operating under the McDonald’s brand. I request:
1. A formal apology.
2. A review of staff training, especially regarding customer interaction and drive-thru procedures.
3. Reassignment or disciplinary action for employees who engage in retaliatory behavior.
4. Clarification on how complaints like mine are being tracked and followed up on.
I am a paying customer, and I expect to be treated with respect and dignity. I hope your company will take the necessary steps to correct these issues.
