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Posted Thu February 4, 2010 12:00 pm, by Sherrie B. written to McDonald's

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At 11:00pm, Feb. 3, 2010, I visited the drive thru of McDonald's. I placed my order, 2 hot fudge sundaes and 2 McDoubles, 1 of the McDoubles plain and 1 of them with ONLY swiss cheese, Big Mac sauce, pickles and onions. My order DID NOT come up on the "order accuracy" screen, at the drive thru speaker, NOR did the young man taking my order read it back to me. I paid at the first window & pulled forward to collect my order. A woman greeted me at the second window, she handed me the sundaes & peanuts, and spoke to me, with a friendly attitude. She handed me the sandwiches, gave me a closing. There was no one behind me, so I proceeded to check my order, for accuracy.

Upon checking my order, the first sandwich I opened, had American cheese. At that time, the same lady opened the window and asked if there was a problem, so I handed the first sandwich back to her and indicated it should've had Swiss, instead. While she was correcting the problem, I checked the other sandwich and found that BOTH sandwiches were made the same, with AMERICAN cheese, Big Mac sauce, pickles & onions. I looked at the receipt and saw that it had been rang in as 2 McDoubles, 1 Plain.
Clearly ONE of them had been rang in CORRECTLY, but NOT MADE correctly. I'm not sure why, such a special sandwich (sub Swiss, BM sauce, instead of ketchup) would NOT have specifics indicated to the kitchen, but I believe that is the PURPOSE of the order accuracy screen, as well as the special buttons on each register (i.e. ADD, MINUS, EXTRA, SUB, PLAIN, etc.), isn't it??
When the woman returned to the window with the FIRST incorrect sandwich, I handed her the other and indicated it was supposed to be PLAIN. At that time, she sighed heavily and proceeded to tell me "the grills are off, so I just had them ADD a piece of SWISS to the previous burger." I WAS EXTREMELY UPSET BY HER RESPONSE!!!!
I responded, angrily, because I have addressed the SAME issue, MULTIPLE times, with the SAME STORE...directly to the STORE MANAGER, as well as other employees & supervisors!! I told her, "That is a MAJOR health code violation, and you, as a manager, should know that!" (she was wearing a blue supervisory type shirt) She stood there, with NO response for a few seconds, then she acted like she didn't hear what I said the first time and replied with, "Sorry, WHAT?!" So I proclaimed, "THAT IS A MAJOR HEALTH CODE VIOLATION, once a food item crosses the counter/window of your store, if it comes back across that threshold, IT MUST GO STRAIGHT TO THE TRASH CAN, NOT back into your kitchen! There are LOTS of communicable diseases, including H1N1, that can be transmitted that way!! Aren't you a supervisor?" She responded with, "Well, NO, I'm a Crew Leader." I replied with, "ALL of your employees should be aware of THAT, but YOU especially! I have had this issue, multiple times, at this store, including addressing them with your Store Manager and I am tired of dealing with it!" She was not too happy or friendly, from that moment on.
She proceeded to give me a completely sarcastic, forced apology and took the sandwich in her hand, and walked away from the window.
She returned a moment later, rudely indicating, she had turned the grill back on and it would be about 1 min. She NEVER offered to replace the sandwich that was initially incorrect, and thought that it was OK to slap a piece of cheese on the incorrect sandwich, STILL LEAVING IT INCORRECT and then proceed to TELL ME she violated health code regulations to do so!! AND ACTED LIKE SHE DIDN'T UNDERSTAND WHAT THE PROBLEM WAS, EVEN THOUGH THERE WERE MULTIPLE PROBLEMS!!! My visit included a problem with ORDER ACCURACY, CLEANLINESS/HYGIENE/SAFETY and POOR CUSTOMER SERVICE!!

I am expecting a baby and WILL NOT continue to put MYSELF or MY UNBORN CHILD at risk, by eating at this store!! Since I have had MULTIPLE instances of the SAME issue and they have CONTINUED, I WILL NOT be returning to this location, until I am confident the issue WILL NOT happen again! Instead I will be taking my business to your competitor, right across the street!

McDonald's can resolve the issue, by EDUCATING their employees and managers, of the importance of abiding by health code regulations. They are set forth for safety reasons and there are NO RULES/REGULATIONS, TO ADHERE TO, THAT TAKE PRECEDENT OVER SAFETY!!! Additionally, McDonald's can FOLLOW UP with each store, to INSURE these regulations are NOT being violated!!


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by I'm back Posted Wed February 17, 2010 @ 8:22 PM

If this were the first or second time, I'd be on your side here, but
really after two instances, you should NEVER go back there again. You
knew what you were getting into by ordering there, so caveat emptor.


by LDG1981 Posted Mon February 15, 2010 @ 12:26 AM

If you're really THIS PICKY about your food, maybe you should just buy
the stuff and make it at home yourself.


by Just Simply Bella Sera Posted Sun February 7, 2010 @ 7:18 AM

"I am expecting a baby and WILL NOT continue to put MYSELF or MY
UNBORN CHILD at risk, by eating at this store!!"

Since you claim you've had "multiple instances" of this practice, and
they still haven't cleaned up their act, then I don't know why you
HAVE continued to eat there at all, especially while pregnant.

Usually I'm the one saying the onus is on the restaurant to get it
right, and I still believe that, but frankly, if a restaurant has
violated the health code (as you claim) numerous times, that's not a
place I'd choose to eat at.


except the "violations" aren't real violations by PepperElf Sun February 7, 2010 @ 10:06 AM

Yes, I'm aware of that. by Just Simply Bella Sera Mon February 8, 2010 @ 7:38 AM
by DeeM Posted Sat February 6, 2010 @ 3:05 PM

If the person at the order window does not read your order back to you
you should stay there until they do.

by Anonymous A. Posted Sat February 6, 2010 @ 5:48 AM

who are you to educate the employees about food health and safety


I'm wondering... by fireheart17 Sun February 7, 2010 @ 2:42 AM

yes by Anonymous A. Wed February 10, 2010 @ 5:42 AM

by Nate. Posted Fri February 5, 2010 @ 8:54 PM

If the grill was closed and your order was not accurate, she should
have given you a refund, not a sigh. While a less than optimal
situation, there are better ways to handle it.

Additionally, I fail to see how sending food back, fixing it, and
sending it back out again violates the health code. You do not mention
the state this location is in, so I cannot research it myself. Would
you be willing to please cite where you found this? It is intriguing
to me as a food service employee and someone who will soon be a
certified food service manager.

by D M. Posted Fri February 5, 2010 @ 1:59 PM

I certainly understand the frustration, about the part where the order
was incorrect. Whether it's McDonald's or the best steak house in
town, when you pay for a service/product, you should expect to receive
it correctly.

In today's economy, it seems like there should be a push to please the
customer and work extra hard to give quality and accurate service.

Sadly, with many companies, including Sprint and DirecTV, they just
don't seem to give a damn.


by KGBags Posted Fri February 5, 2010 @ 11:40 AM

Perhaps the writer was looking out others and not wanting to spread
HER germs from touching the food and inspecting it back into the
kitchen....although with the comment regarding her unborn baby I
suspect she was more concerned about herself.

Anyway, if you think this is bad, I suggest you never send your food
back in a sit down establishment. Unless you are getting an entire
plate completely re-cooked, you will get portions of your first meal
back (veggies, baked potato, etc), but warm from sitting under a
heater. Again crossing the "threshold" of the kitchen


by Irving Patrick Freleigh Posted Fri February 5, 2010 @ 10:34 AM

Oh, so you're the local health inspector? You seem to know about a
health code violation that other posters who work in the food industry
don't seem to know about.

Anyway, you flipping out at the drive-thru probably put your unborn
child much more at risk than that sandwich ever would have.


reminds me of a coworker by PepperElf Fri February 5, 2010 @ 2:28 PM

by fairywithfangs Posted Thu February 4, 2010 @ 10:07 PM

I think I know what part of the code or rule you mixed up, the only
time they need to throw the food away is when the customer is not
going to be taking the food back. So, say you got a big mac and had
asked for a mc chicken, you hand them the big mac back and they must
throw that one away, however, if you asked for the big mac with extra
pickles and they forget and you hand it back, they can just correct
your original order. Make sense?

There is no hygene issue here since you handled your own food and were
getting them same sandwich back.

However, this is resturant food we are talking about, not to freak you
out or anything, but are you aware of how many people handled your
food and how many places your food traveled before it even got to the
resturant? And then how many people handled it once it was there?
When you sit and think about it, it is kinda gross.


or really scare her - workers don't even have to wear gloves in some states n/t >:-) by PepperElf Fri February 5, 2010 @ 5:17 AM

Hmmmm... by Nate. Sat February 6, 2010 @ 8:24 PM

by Samantha B. Posted Thu February 4, 2010 @ 7:58 PM

eating fast food is not safe - nutritionally.

by Knight Posted Thu February 4, 2010 @ 6:17 PM

Does your doctor know you are eating McDonalds?


cravings and women by dottiejean28 Fri February 5, 2010 @ 5:01 AM

I'm going through quitting smoking... by hussyinterrupted Fri February 5, 2010 @ 12:58 PM

Re: by Cambion Mon February 8, 2010 @ 12:36 AM

Re: I AM TIRED OF MCDONALD's PUTTING SAFETY ON THE BACK BURNER!! by RedheadwGlasses Thu February 4, 2010 @ 5:29 PM

Well by Donno Thu February 4, 2010 @ 10:55 PM

I had a friend... by Casmly Fri February 5, 2010 @ 7:42 AM

My mother.. by Harleycat Tue February 9, 2010 @ 4:38 PM

by Just Simply Bella Sera Posted Sun February 7, 2010 @ 7:22 AM

When I was pregnant, my husband went to Cousins one night (a sub shop;
I think they're only in WI). I wanted a turkey sub on whole wheat; he
came back with a chicken sub. I threw a fit of gigantic proportions,
crying, screaming, you name it. I even said to him, "You're an
engineer. It's not like you're supposed to be stupid." (That didn't go
over well.)

I'm still embarrassed about that tirade to this day.

And I thought the same thing you did when I read this letter. :)


by Richard S. Posted Thu February 4, 2010 @ 4:31 PM

I have learned that when you have a complicated order - multiple
sandwiches with additions or subtractions it is better to go into the
restaurant than to try and place an order in the drive thru.

Frankly I am kinda surprised they attempted to make the McDouble with
swiss cheese and Big Mac Sauce. The McDonalds in my area do not make
substitutions like this.


I agree with you.. by Harleycat Thu February 4, 2010 @ 6:19 PM

11PM at night by dottiejean28 Fri February 5, 2010 @ 5:03 AM
by Nicole F. Posted Thu February 4, 2010 @ 4:09 PM

They made the food. You touched the food. You gave the food back. The
same people that MADE the food corrected (or tried to) the food. You
could have put germs on it yourself. Your food isn't sterile. It
wasn't sterile when it was put into the wrapper the first time. It
probably sat next to the window while you came around. It's not like
germs think--"Oh! Window threshold! Time to infect!" That wrapper
isn't a germ barrier. How could you possibly "violate" the health code
by bringing something back in to correct it?

And seriously, with you YELLING at her, do you expect her to be a
barrel of sunshine?


Well I think by Jessica82 Thu February 4, 2010 @ 6:24 PM

Scared by Nicole F. Fri February 5, 2010 @ 12:50 AM

Yeah I'm with you by Jessica82 Sun February 7, 2010 @ 7:39 PM

by dulynoted (aka duttycalls) Posted Thu February 4, 2010 @ 2:18 PM

You gave her a tirad about communicable diseases and the entire law
regarding returning food items to a restaurant and she was sarcastic?
Most McD's does close their grills by 11pm during the week and stay
open later on weekends.
So she was right to tell you that the grill was closed (probably was
being washed) and she could not make you a new burger.

I am not sure how you usually eat but McD's was NEVER on my diet when
I was pregnant. And it is rarely even now. Not the healthiest of foods
to be eating while pregnant. Lots of sodium and fats.


My biggest craving when pregnant by LadyMac Thu February 4, 2010 @ 2:35 PM

Mine was McD's French Fries! by Casmly Fri February 5, 2010 @ 7:43 AM

weird...the only two things I craved and ate constantly by dulynoted (aka duttycalls) Fri February 5, 2010 @ 4:31 PM

Pregnancy cravings by Teresa B. Sat February 6, 2010 @ 6:52 PM

Every time I have surgery.. by Harleycat Tue February 9, 2010 @ 4:41 PM
by chrisvm31 Posted Thu February 4, 2010 @ 11:35 AM

"I am expecting a baby and WILL NOT continue to put MYSELF or MY
UNBORN CHILD at risk, by eating at this store!!" - I'm glad you have
decided to live a healthy lifestyle and stop eating this garbage

"I will be taking my business to your competitor, right across the
street!" - I hope you mean Subway.


TEE HEE! by MOOBS Wed February 17, 2010 @ 4:06 PM

by Donno Posted Thu February 4, 2010 @ 10:19 AM

Does that make it true?

I have gone through a food safety course, and I never heard anything
about a threshold other than as pertains to times and temperatures.

Perhaps you could cite a specific reference that details the horrible
infraction that you allege to have occurred. That way McDonald's
would know what you are talking loudly about.


by NathanG Posted Thu February 4, 2010 @ 8:27 AM

I'm not aware of any health code violation with taking your food back
to fix it. I am a Ceritified Dietary Manager with Serv-Safe
certification so I have studied food code.

Since the only hands to handle your food made it in the first place it
wouldnt be any worse than when it first came out. Food can go out to
the customer, then return to the kitchen and return to the same
customer. We have had food come back to be altered many times (a few
times with the state inspector standing right there) and its never
been an issue. We fix the problem and it goes back out.

Now you are not allowed to take food that has been passed out to a
customer and just throw it back in the kitchen to be resold to another

Back to the original issue, if you have a problem with the food then
just let them know what the problem is and ask it to be fixed.
yelling, or trying to educate them on food code isnt going to make it
any better. Esspecially at 11pm at night when they are probably
closed. Theres a good chance you were the last customer of the night
and they did shut everything down. In this case come back when the
manager is on duty or ask for a gift card since they screwed up your


Thank you.. by Harleycat Thu February 4, 2010 @ 9:09 AM

Best answer Nathan! I'm always amazed at how many people misquote the health code, and then demand workers obey their own person version of it by PepperElf Thu February 4, 2010 @ 1:16 PM

by olie Posted Thu February 4, 2010 @ 2:14 AM

I didn't know they could put Swiss or Mac sauce on a McDouble. Back
when I rode my dinosaur to work at McDonald's, the rule was: If it's
on the basic sandwich, you can add more or take it off. If it's not
on there in the first place, too bad.

One possible problem in your scenario was the time of day. If this
McDonald's closed at 11, you very likely did hit the very last heat on
the grill. Employees have to get home, too, and child labor laws may

Happily, you have found a perfect solution to this frequent disregard
for health codes: You're going elsewhere.

Best wishes to you and your upcoming bundle of joy!


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