Ongoing Poor Service & No Accountability from Team Leads

McDonald’s Montclair – Ongoing Poor Service & No Accountability from Team Leads

Over the past few weeks, I’ve had multiple disappointing experiences at McDonald’s Montclair, and it’s become clear that customer service and leadership are severely lacking at this location.

On one visit this weekend, I waited over 15 minutes in an empty restaurant before a cashier appeared. When I was finally assisted, there was an issue with the card machine yet no one offered an apology, alternative, or solution. I left without placing my order.

On another visit (Sunday), my order sat ready while I stood waiting with no communication from staff. Eventually, a team lead (or manager) came over after seeing that something was wrong but instead of offering help or a resolution, she simply listened, offered no apology or solution, and then turned and walked back into the kitchen. The issue remained unresolved.

This isn’t a once-off situation. A few weeks ago, I witnessed a full staff meeting happening during peak lunch hour, while the back-end staff struggled to manage drive-thru and takeaway orders. It was clear that poor planning and lack of oversight are ongoing issues.

I’m not writing this for compensation I don’t want anything. But I do want to highlight how important proper training, communication, and leadership are — especially in a customer-facing environment.

McDonald’s is a global brand, and every staff member is a direct reflection of that brand. When there’s no service recovery, no urgency, and no empathy customers remember.

Please ensure that your staff are equipped to handle complaints professionally, offer solutions, and treat customers with basic courtesy.