You might think a big company like McDonald’s — with a huge IT infrastructure — could do a simple common sense implementation to not piss off customers.
But no, they seem to have an inability to grasp the idea of customer inconvenience. To wit:
Look at these legible hours on the company’s website for one of their stores .
Note the 11:00 PM closing time for Sunday Drive Thru. Fantastic! I can order my sandwich now, at 10:20 PM and drive the two miles and it will be ready when I get there.
WRONG.
Upon arrival at 10:35 PM was this sign posted above the order station in the Drive Thru. Closed at 10:00 PM!
The manager was still on site and was snagged at the back door amid the maintenance workers.
Upon complaining and asking why I’m allowed to order from a closed store, the manager provided the following insight into McDonald’s IT system: there is no way for the store to submit a command telling the order system that the store is closed to prevent orders from a closed store!
The manager further claimed that customers ordering on the mobile app when the store is closed happens frequently. The manager said reports to upper management of this method of inconveniencing customers has produced nothing but inaction.
As it happens, this exact same scenario happened to me in another city as well.
One would think that a big corporation that can figure out how to keep money coming in through a mobile app could also figure out a simple procedure for management of a location to get on one of the computers and send a 0 (zero = closed) to the system to disable ordering from that location.
Not implementing such a sensible and simple concept is one way McDonald’s is OK shitting on customers.