Post# 242 - McDonalds and Their Policy on Messed Up Orders

I sent this letter on 6/17/2011, after a lousy experience:

Dear McDonald’s,

Here’s the deal.  Last Sunday, I took my family through your drive-thru.  My son and daughter ordered your Chicken McNugget Happy Meals.  I ordered some other food, and a Chocolate Banana Milkshake.   I drove home, approximately 12 minutes, factoring trains and elderly people coming home from church.

When we arrived, I noticed something.  I had no straw.  On the hierarchy of needs pyramid, a person with a milkshake really needs a straw above all else.  At the same time, my son opened his McNuggets, only to find something grotesque and horrific.  It was a slimy, greasy blob with little pickle pieces for eyes.  Mind you, we’re trying to wean him onto other, more conventional foods.  A McNugget container full of Thousand Island-looking goop wasn’t a step in the right direction.  We lost ground that day.

We piled back in the car and headed back to your restaurant, where we waited in line, food in hand, behind (I swear) the most picky, custom-ordery customer I’ve ever seen.  I’ve never heard so many “minus this’s” and “plus that’s” in my life.  When it was our turn, I asked the cashier for a manager.  She obliged.

The manager arrived a few moments later and politely asked how she could help us.  I explained that I had no straw, and asked for another shake since mine was a bit melty by now.  Then, I showed her the McNugget container.  She explained that someone ordered extra Big Mac Sauce.  Who orders extra Big Mac sauce?

The Manager then proceeded to give my son another Happy Meal (McNuggets, Fries, and same toy he just received), and a replacement shake.  I accepted this.  I didn’t complain. 

On the way home, in the back of my mind, I thought to myself, “now there’s a half hour I’ll never get back. “  It put me behind schedule in driving out to my brother’s house.  It made me have to rush.  And in the end, what did we really get?  Exactly what we ordered in the first place.

What’s your policy when people have a mis-delivered order?  Just give them what they ordered?  It’s supposed to be fast food.  Food that is fast.  It seems to me, for the inconvenience, lost time, extra gas and mileage, and added hunger, there should be more.  That’s just me, and how I’d handle it.  If employees saw their boss handing out $5 or $10 gift cards every time they messed up, things might shape up quickly.

Just a thought.

Jerry

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To: mcdonalds.customercare@us.mcd.com
Date: Wed, 6 Jul 2011 00:18:23 -0400

Dear McDonald's,

I submitted the letter below on your website, on June 17th.  It's been three-or-so weeks, so I thought I would follow up. Can you answer my question?

Thanks,

Jerry
------------------------------------

---

Subject: RE:
Date: Sun, 17 Jul 2011 23:04:39 -0400

Dear McDonald's,

It's been almost a month, and this is my third note.  I really don't understand the mentality of not answering a legitimate question about your policies.  Is it too, too personal?  Or worse, do you actually have no "set-in-stone" policy? 

Here's the deal, Punky Brewsters.  If a person orders items A, B and C, and ends up with A, B and Big Mac Sauce, they're going to be upset.  Upset for two reasons.  First, because they received the wrong thing, and this is easily resolved with the replacement of that item.  But second, and more important, is the amount of time--precious time that could be spent with family, or in worship, or doing exercise, or meditating, or nursing a wounded puppy back to health.  It doesn't really matter what the thing is that I'm missing out on--the point is, you robbed me of that thing.  And at some point, I'd almost rather go hungry than flush a half hour of my weekend, the very thing that I work all week to get to, driving back and forth to McDonalds to solve your problem, a problem that could have easily been solved by a little scrutiny, or a clear frigging container for someone's disgusting personal vat of Big Mac Sauce.  And by the way, who would think to order extra Big Mac Sauce?  Subsequently, my son, still disgusted by the sight of that Big Mac Sauce, referred to his diarhea as having consistency of that sauce.  It's pretty safe to say, he won't be ordering a Big Mac anytime soon.

And yes, I suppose I could have pulled over, out of the drive through, to carefully check my items.  Then, I would have only had to park my car, bring my son into your store, wait in line because no one really knows I've already paid and everyone's focused on normal business.  I could have waited the ten minutes and saved 20 minutes.  Shame on me for trusting your staff.  My bad.

And then, to add insult to injury, you can't even grant me the courtesy of responding to my note questioning your policies?

Disgusted,

Jerry

From http://thehermanletters.blogspot.com/
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Post# 206 - McDonald's: Is a One-Nozzle Milkshake Dispenser a Potential Allergen Problem?

Once in a while, I feel I make a strong argument about something.  It bugs me when they don't take it seriously.  This is my note, sent 8/22/11:
----------------------
Dear McDonald's, 

Every time I order a shake, which is about three times a year, I've noticed something.  The shake I order tastes like the shake that was ordered before it.

In the old days, you had three shake flavors (four if you had the flavor of the day), and three spigots (again--four if you had the flavor of the day).  Now, you have one spigot and the flavors sort of "shoot" into the vanilla base. 

The problem is, if Customer A orders Chocolate, and Customer B orders Strawberry, there's still chocolate shake in the system that finds itself in the bottom of Customer B's cup.  And now that you've copied Arby's and gone to the smaller "transparent" cups and raised your prices, the different flavor is clearly visible at the bottom.  If you need a photo, I can provide it.



Furthermore, when Customer B puts the business end of his straw into the shake, what's the first thing he tastes?  Customer A's shake.  What if Customer B orders Strawberry because he is allergic to Chocolate, and Customer A ordered Chocolate, can you see the problem?  Maybe you have a Milkshake Disclaimer somewhere on your menu, but it's counterintuitive to think that one shake could contain two flavors.

I know people who are violently allergic to chocolate.  I also know someone who is allergic to strawberries.  Is there cause for concern there?  There should be, unless there isn't any actual cocoa or strawberries in your shakes.

Do you have an explanation for this, other than the one-spigot system being easier to clean and maintain?  Because to me, it seems like a real concern, and something that should be addressed swiftly and with great might.

Sincerely,

Jerry

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Subject: Message from McDonald's USA
To: stephmarie1974@yahoo.com
Date: Wednesday, August 24, 2011, 5:03 AM

Hello Jerry:

Thank you for taking the time to contact McDonald's.

I appreciate the opportunity to address your concerns. The one-spigot system was intended for convenience. A strict cleaning and sanitation schedule is in place to ensure the highest quality product with minimal chance of cross contamination. I apologize if this has not been your experience.

Again, thank you for contacting McDonald's. We hope to have the opportunity of serving you again soon under the Golden Arches.

Jennifer
McDonald's Customer Response Center

ref#:8113902

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My response, sent 8/24/2011:

Dear Jennifer,

I appreciate your response.  I find it confusing though.  The new-fangled one-nozzle-for-all-flavors system has been in for quite a while now.  I don't order many milkshakes, but I've ordered a few, and at more than one of your restaurants.  I have experienced the two-flavor shake virtually every time.  It's only really noticeable when the person before me ordered chocolate and I order vanilla or strawberry, but with the clear cups now, it's glaringly obvious.

You mention a very strict cleaning and sanitation cycle to minimize the chances of cross-contamination.  Well, wouldn't it have to be VERY strict?  Like "after every milkshake" strict?  Unless you get a busful of chocoholics, you're looking at a cleaning and sanitation cycle after each and every milkshake.  That leads to the question-- if you need to clean and sanitize after each and every milkshake to prevent the possible spreading of allergens, how is that more convenient than three or four nozzles?

My Strawberry Shake with Chocolate Residue From the Customer Before Me.

I recommend you send fifty McHenchmen out to 50 different restaurants, each with $6.  Have each order a chocolate milkshake, and then a vanilla milkshake, in that order.  Have them photograph the bottom of the clear cup with the vanilla milkshake.  Then tell me that you don't have a systemic problem.  I'd be REALLY interested in seeing that photo album.

Sincerely,

Jerry

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Post #190 - Is McDonald's Selling "P?"

I sent this on 3/10/2011:

Dear McDonald's,

As the foreman of a seven man road crew in sunny Arizona, we rely heavily on your products.  Each day, we stop at one of your several institutions in the greater Phoenix area for breakfast and also lunch.  By lunchtime, the temperatures can climb into the high 90's, so a large beverage to go isn't a luxury--it's a requirement.

The other day, I took my son, Jimmy to McDonald's for his weeky McNugget and Playland outing with his broithers, Kimmy, Timmy, Tommy, and Bob.  My son, wise beyond his years, pointed out the "P" designation on his beverage lid. 

He asked me:

1) Does McDonald's serve "P?"
2) If so, what kind of crazy person would order that?

If you could provide some feedback, that would be great.  From my perspective, I think the P designation is great.  Let me explain why.

Once in a while, one of the crew runs into, (I'm going to put this delicately) a bathroom problem.  A bladderful of McDonald's Latte and Dr. Pepper can really create an emergency, especially when the nearest gas station is 5 miles away.  Sometimes, the guys need a "container" to use.  With no means of disposal, unfortunately, the cup must be placed in your glorious (invention of the century?) beverage carriers.  The problem comes when one of the thirsty fellows hasn't gotten the memo about the cup of waste.

I can't tell you how grateful I am that you've added the "P" category to your drink lids.  This makes it so much easier to warn the others of a "Code Yella."

Did you add the "P" to help people like me in the labor industry, as a beacon, sort of a beverage amber alert? 

Another good one would be a "T" category.  Sometimes, Sid likes to chew tobacco and spit in his empty beverage cup.  If you aren't paying attention and grab the wrong cup... you know what happens.

Please advise on the "P" designation for Jimmy.

Thanks,

Jerry
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Date: Sat, 12 Mar 2011 04:02:28 -0600
Subject: Message from McDonald's USA

Hello Jerry:

Thank you for taking the time to contact McDonald's.

We truly appreciate when customers take the time to share their comments or questions with us. However, at this time, I do not have the answer to your question and must conduct some research to provide you with an accurate response. I will reply as soon as I have this information.

Again, thanks for e-mailing McDonald's. We appreciate your patience and understanding.

Lisa
McDonald's Customer Response Center

ref#:7635145
-------------------------------------------------------
Date: Sun, 20 Mar 2011 04:00:51 -0500
Subject: Message from McDonald's USA

Hello Jerry:

Thank you for taking the time to contact McDonald's.

I appreciate your interest in our packaging.  The "P" on the soft drink lid stands for Dr Pepper or in some locations Pibb Xtra. I hope this information has been helpful.

Again, thank you for contacting McDonald's. We hope to have the opportunity of serving you again soon under the Golden Arches.

Jennifer
McDonald's Customer Response Center

ref#:7635145

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Post #57 - Governor Graholm and the Whistling Tax

Dear Governor Granholm,

I was the unlucky, but deserving recipient of a "don't turn on red" ticket in Warren yesterday. The officer who stopped me was clearly stationed there for hours, writing ticket after ticket. I also realized that it was August 31st.

We can argue back and forth about driver responsibility and traffic violation revenue generation. We all know there's some overlap there, and it's most evident with the leeway aspect. Nobody gets off with a warning anymore, which I think stinks.

This started a thought process in my head though--how can we generate revenue for Michigan without further crushing the very people who live here in financial hardship?

Previously, I had suggested to Governor Engler, a "Behave or Pave" program, whereby prisoners would work in chain gangs to repair our roads. I now realize, that would only increase unemployment. Instead I would have them sort our garbage for recycling.

Back to the topic--revenue generation. Here goes--there are people who whistle who really shouldn't. There are very few who should. Pat Benetar in "Love is a Battlefield" is the only one I can think of.

The reasons are many:
-They may be tone deaf.
-They may pick lousy songs like the Titanic theme, or "On My Own" by Michael McDonald and Patti LaBelle.
-They may apply too much vibrato.
-They may whistle too often.
-They may pick lengthy songs.
-They may whistle too loud.
-They may be whistling in a weird place like the stall next to you.

In the end, 90 percent of the time, it's pure noise pollution. Have you ever really heard someone else whistling and actually stopped what you were doing to enjoy the song? No, and probably for one of the reasons above.

I recommend a Whistling Certification program. Completely paid for by the whistlers themselves. Have courses, instructors, final exams, and jury evaluations. Make them wear a special wristband whenever they whistle, with an 800 number that we can call to complain. Make them have to re-certify every three years.

Just like every softball junkie thinks they could play baseball, every whistler thinks they're Bon Jovi. They'll pay the price. If they fail the jury evaluations, they'll pay for more coursework. They'll pay for the license; they’ll pay for the bracelet. Make the bracelets out of license plate, and have the prisons crank those out.

What are your thoughts? Hopefully you're not a whistler, and I didn't just insult you.

Sincerely,
Jerry

No response

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