Not sure why, but I downloaded the McDonald’s app some time ago. Tonight I was hungry and since there is one a few minutes from my house I decided to try it out thinking it could be a good, quick way to pick up lunch on work days.
I logged in… selected my food… entered my card info, and placed my order. I then hopped in my car and drove the short distance to the restaurant.
The app didn’t really tell me how to pick up my food, but I saw a sign that said it was for Mobile Pickup and I should text 3. I looked at my phone and it said I wasn’t at McDonald’s yet. A few more buttons pushed and I found options for going inside or through the drive thru. I opted for the drive thru… it said I just needed to give my on-line order of XD-16.
I drove to the window and when asked for my order I told them I used the mobile app and my order was XD-16. After a long pause they asked me what I wanted to order. I told them again that I used the mobile app and my order was XD-16. They asked if I wanted their apple pie. I said no, it was a mobile order. Later they told me to drive to the first window. There were three people there which I knew wasn’t a good sign.
The older man (I assume manager) asked again what I wanted. I explained again that I had ordered and paid for my meal and was here to pick it up. He said he knew of no such thing. I showed him my phone with the McDonald’s logos, order numbers, order details, etc. but he insisted that they had nothing like this in their system. I guess I went through a lot of effort to scam them out of $7.59 of food. I told him that it would be fine if he just gave me my order but to make sure I wasn’t charged twice. He made it clear that he wouldn’t give me “free” food.
I left without any food, and checked my account and at least it doesn’t look like I was charged. I called their customer service number only to find out they closed a few hours ago. I have sent an email but I’m pretty sure this isn’t something I’ll be using to try to make my life easier in the future.
My experience wasn’t smooth sailing. I parked in the designated spot and nothing happened, no one came. So I went through the drive-thru and told them I had ordered online. I was able to get my prepaid food that way. I think it was a fairly new concept at the time. I don’t see how it’s any quicker or easier though. I never tried it again. I do use the app for the deals. BOGO large sandwich or BOGO large sandwich for $1 are pretty good deals. I don’t go often, but when the grandkids are over, that’s their favorite place to go.
I had the same experience as **TRC **when I first used it. It was early on in the game and it glitched and didn’t order so I ordered from the parking lot and ended up paying twice. I wasn’t sure what was going on at the time so I didn’t dispute it. I was out like $4.
I have used it again since and they updated it a lot. It’s actually set up now so that it tracks you and makes sure you’re in the McD’s parking lot before letting you confirm that you’re there.
It really doesn’t get you your food faster, I don’t think. If they’re busy, they’re busy and they can’t/won’t make it until you’re at least physically close or in the lot.
The OP’s scenario sounds pretty nuts! They had a mobile parking space for pete’s sake! I can’t believe the manager didn’t make it right.
That’s unbelievable, Spud. I wonder if the problem is simply that almost no one actually uses the McDonald’s app. How long ago did you install it and how long since you’ve seen it advertised? Turnover in the stores is high. Perhaps when the app was new, the store got training but since no one uses it, no one there remembers how app orders work. New employees don’t get trained on it. Then, after a while, there is no one left in the store who even remembers that there is a McDonald’s app. To everyone who works there, an app user looks like a crazy guy is trying to scam them out of free food. I agree with disputing the charge. Report it to corporate too. I’ll bet that they’ll give you free food.
Haven’t tried the McDonalds one but I often use the one for Noodles & Co. Works flawlessly for to-go orders. Even on a busy Friday night with the parking lot jammed and the line out the door, if I order before I leave the house and get there 10 minutes later I have a reserved parking spot in front of the door, walk in, grab the bag with my name on it off the counter and I’m out the door.
I did send a response to McDonald’s corporate customer service. I selected that it was an issue with the Mobile App and got a response back today from the Mobile App group saying they were sorry it didn’t work and saying that I shouldn’t be charged but if I was… take it up with my bank. That’s it… nothing else.
I called the number in the email they gave me if there were further issues. I explained that the charge was just part of my issue… that and the fact that I spent about a half an hour ordering, driving to the store, arguing with a manager and returning with no food. The rep was actually very nice and explained that since I had marked that it was an app issue they could only address things specific to the app but she said the issues I had with not getting my food, the manager not being helpful, etc. were documented and would be addressed with that group (prime example of business “silos”).
So now I’m supposed to wait for the next group to contact me. While I had her on the phone I asked why the app didn’t work since that was apparently the only thing she could comment on. She did assure me it was sent to the development team but the main cause of concerns like mine is an employee at the store hitting “reject” instead of “accept” when it pops up on their order screen.
I have checked my account and it doesn’t appear that I was charged but I’m still upset that I wasted my time, was treated as if I was trying to scam them, and went without my late night snack. A smart manager would have given me my order and figured out how it would be paid for by corporate later. I was told if I don’t hear more by Friday to call back and it will be escalated.