Deerfield-News. com-Deerfield Beach Fl,-Last month my issue with McDonald’s and their app has raised some questions.While there is nearly a Facebook Group or Reddit page for everything these days a quick Google search found several Reddit threads. The Reddit thread posted below is for McDonald’s employees basically about all the sorts of issues users have with the McDonald’s app. The one thing most have in common is the inability to modify or change an order once placed. Then the issue becomes some former and current employees say it’s a corporate issue and they can not do anything from the store. Some employees say the store can do something.
Clearly, in the correspondence I received from McDonalds, they sure seem to indicate it is a Franchisee issue and not theirs. Below is my second response from Corporate about the app issue and no refund.
The fact that the left hand is blaming the right hand and the right hand blaming the left. I am questioning the number of times per week or per month this is happening and the sheer number of stores in the U.S.which is according to Google-
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We found a Reddit page for McDonald’s employees here are some of their posts.
Stores cant refund mobile app items?
Just ordered lunch thru the app and I get to the window and the staff said their shake machine wasnt on. Had ordered two shakes. She said what would I like to substitute? I said nothing please just a refund. She said thats not possible… so she gets the manager after she says I can remove the items in the app but she doesnt know how… i couldnt see an option myself. The manager says they cant refund me so I say “ok I will call support to see if they can” but then he goes to his staff and says “just refund him” at this point I was confused because I thought I couldnt be refudned? Any experience with this type of situation? Rolled up to the next window to pick up rest of my food and just hear complaints in the back about me that I wanted a refund on something I ordered… but the thing I ordered wasn’t available? Am I in the wrong here for wanting a refund?
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level 1
The app is controlled by corp – local franchises can’t issue refunds on an app order
Yes it’s stupid
Yes it’s causes a lot of issues
Yes it’s frustrating
level 2
So in this case since they couldnt give me the shakes how should they have handled the situation since they couldnt refund? They kept trying to demand I get a substitution. I was fine having to call corp if i had to.
level 3
call 1-866-987-3744
and they CAN issue a refund – there is sorta a work around
level 4
Makes me wonder if it was working or they were cleaning it during peak hours and didn’t want corp to know about the whole situation.
level 2
They did give me cash but I had to basically deny wanting to substitute for other items five times. Just crazy I was expected to pay for stuff I didnt order or want and then not expect a refund for the stuff I wasnt getting…
level 1
we used to be able to edit mobile orders as employees before sending them through incase if we were out of something they wanted, for example we would be able to remove the shakes off your order and you wouldn’t be charged for them. now, when we pull up a mobile order it is final and no changes can be made. i’m not sure how the refund process works in this situation, but i understand your confusion and frustration, i think it could be better as well
level 1
If you’ve already submitted the order, it has to be refunded in the store.
To do this, store personnel must do a refund by receipt, selecting the proper mobile register for the order type (curbside will have one register number, counter will have another register number, and drive thru should have either a different register number or the back-cash register), select the order, it should automatically go back to their method of payment.
EDIT: if you haven’t submitted the order, which obviously you did in this case, you can modify the order removing the items.
level 2
Thanks. Yea I guess they just werent sure how to do it in store.
level 2
Yes. This is correct. Many people don’t realize that. However. If they just want the shakes refund and not the rest of the order this wouldn’t work.
level 3
Ok so the main issue here was that they didnt mark that shakes were unavailable on the mobile app to prevent this from happening.
level 1
·5 mo. agoAssistant Manager
They should’ve been able to remove it before storing the order (which is when the order is complete and it’s sent to be paid) After that happens mobile orders aren’t able to be modified. If the shake machine was down, the shakes should’ve been set to unavailable which wouldn’t allow you to order it. we can not refund mobile orders because it’s controlled by corporate and the money goes to them and not the franchise. Hope this helps
Edit: they asked if you wanted to substitute because it would less of a pain then to call corporate and get refunded there
level 2
·5 mo. agoDepartment Manager
Mobile Orders cannot be modified after the customer places it. Once the customer hits pay on the app it’s final.
level 2
Okay thanks, the lady who was doing the drive thru said shes never used the app but kept trying to tell me I had to do it on my end.. seems like they already had stored it.
level 2
No they didnt even say I could get refunded. They simply said I only could substitute. Until I spoke with the manager is when they refunded me. I totally would have been fine calling corporate to get a refund if that was what I needed to do. They were trying to push me into substituting an item I didnt want. Then complained about it in the background to other employees that I simply didnt want something I ordered.
level 1
·5 mo. agoCrew Trainer
like others have stated, either a refund by receipt or if you had your card on you you could’ve done a normal refund only for the shakes themselves. the store could’ve done it they were just being stupid
ALSO
if a manager marks a product as unavailable on the pos screens it automatically is unavailable in the app as well
level 2
Okay, seem to be getting 50/50 replies here on they could do it or they couldnt. Thanks for your reply!
level 3
i think they could have 100% done a refund, just in a less by the books kind of way yk? if someone at my store asks for a refund, they’ve always been able to get their money back without a problem
some of the people in this store may have just not known what to do
