I recently got a firsthand reminder of how quickly a company can destroy its brand and future business with an individual customer.
With a restaurant, especially, all it takes is one bad and badly handled experience, and the customer may be gone for good.
Around midnight on Wednesday, Sept. 3rd I went to the McDonald's at 946 8th Ave and 56th Street in Manhattan. After my experience there I'll never eat at the chain again.
When the food arrived, I opened up the bun. I'm not sure why. When I looked inside, I saw there was a white substance on the pickles, the bun, and at the edge of the chicken patty.
I knew there had to be a mistake. I've had this meal before and the sandwich is served plain with a buttered bun.
I took the sandwich back to the counter. When I told the cashier without being explicit what I thought the substance looked like, she laughed and said it was "tartar sauce."
I called her back the following Tuesday afternoon when I still had not heard from her.
"I apologize that I didn't get back to you yesterday," said Dunham. "What I did do is I watched some of the product being prepared and you know I don't see other than occasionally I don't know whether it's the grease that caused it or something like a little balloon that comes up and sometimes it has a little more white in it, but there's absolutely nothing that we add to that product other than butter."
She assured me that she didn't think anyone did anything intentional to the sandwich.
"I've been in the restaurant industry for 30 some years," said Dunham. "I've never ever ever ever ever known an employee to do something like that. That is ruining number one, a brand. That's also a person's job on the line."
Dunham said that it was a "safe product" and that she'd never gotten a complaint like mine.
http://finance.yahoo.com/news/found-something-gross-mcdonalds-chicken-170438548.html
Selected comments:
I've had the SS chicken and it does come with sauce sometimes... I've been asked sometimes if I wanted sauce or not... I think they asked me about Mayo? Othertimes I'm not asked and I get nothing. However yea I don't think they'd do that for nothing, I think she complained or they were drunk (as she said they were drinking?) and making noise or something. People don't just do that to the food, assuming it WAS something other then a topping.
Any time you're trusting a typically angry individual who you have no contact with to slap your sandwich together, you should probably double and triple check your food. My best friend worked in fast food when we were in high school.. oh, the horror stories! I'd visit her. Young men with baggy pants grabbing their crotch as they walked from the freezer to the counter. Bleh. Sneezing into their hands, and then keep working. Dropping food or utensils and continuing to use it. Save yourself- eat at home.
Many years ago my wife broke a tooth at a McDonalds hamburger that had a little piece of bone in it. When we complained to the store, we were told to get an estimate to repair the tooth. The estimate was over three hundred dollars which was paid by McDonalds.
Something can happen at any food store. A woman's son ate at a fancy restaurant and found a roach in the pasta.
I don't usually eat at McDonalds and try to eat mostly home made food.