McDonald's

Just no.

Stopped by this McDonald's which was right off the highway, for a quick coffee. Pulled up to the drive thru, where there was no wait, and ordered a latte. Paid at the first window, pulled up to the second and after a few minutes of sitting there was told to pull forward and they'd bring it out. TEN MINUTES later, I was irate that it was taking that long for a coffee, so I went inside. The girl from the drive thru saw me and all of a sudden picked up a coffee from the counter and started walking towards me. I was over McD and ready to move onto Starbucks, so I told the girl I wanted a refund, I no longer wanted the coffee. The manager was sweeping, he comes and issues the refund and barely apologizes for my wait and I'm sent on my way.

Problem was apparently the coffee machine got turned off? I understand things happen, but communicate with your customers. Apologize for mistakes, make it up to them, it's good customer service. Starbucks has this down. McD's needs help, especially this one. I'm assuming they poured the coffee down the drain, but this whole ordeal has resulted in a fast food rule for my family and I...if we are told to pull forward we are immediately asking for a refund. I wasted 15 minutes of travel time and didn't even get the lousy coffee. A 5 minute stop off at a Starbucks 20 miles down the road shows what customer service is all about.

UPDATE: Received a letter from the manager apologizing for the experience and giving me $10 in gift certificates. Also got a phone call (voice mail message) from a woman wanting me to call, but I haven't yet. So at least they did follow up.