Part I:   Complaint to McDonald's Corporation

John M. Kord
Alta Loma, CA 91737
October 13, 1998

McDonald's Corporation
Attention: Betty Houser
San Diego, CA 92130

Dear Ms. Houser,

I am writing to you today to express the concerns I have regarding health standards and service at your McDonald's Restaurant located at 9649 Foothill Boulevard in Rancho Cucamonga.

I never take the time to sit down and write a letter to a big giant company unless absolutely necessary. This letter is necessary.

First and not so importantly, on the evening of September 17, 1998 at the above stated store, I ordered a Quarter Pounder with Cheese Meal and wanted it Super Sized at no additional cost with my VonsClub Card. I was told by the order taker, Dee Sandee, that the promotion had ended the day before. From previous experience, I have learned that most McDonald's promotions do not end mid-week in the middle of the month! I asked to speak with a manager to confirm this. The manager never came to the cash register area, but instead another employee came to tell me that the promotion had been discontinued for some time and that it would start again the next day. I have never heard of a McDonald's promotion that goes and goes for months and takes a day off when it (or the employees) feel(s) like, and then starts again the next day. Why do employees at this store go to these lengths to tell their customers this? Other visits to this store have indicated that employees are inconvenienced by the VonsClub promotion simply because this discount requires the management's approval code on the register. I have to assume that the employees I deal with are either lazy, don't want to interact with the manager, can't find the manager, or possibly the manager just says, "Screw VonsClub, it's not worth my time right now." Whatever the reason, it's obvious that your employees can't be trusted with their own 39¢ discount button. If we can't trust them with that discount button, can we trust them with our meal?

Second and most importantly, on the afternoon of October 11, 1998, I witnessed employee Dee Sandee, this time assigned as "burger wrapper," knock a top bun from a sheet of freshly made unwrapped Quarter Pounders onto the floor between the holding bin and cash registers. I would have expected the bun to go directly into the trash can. I was determined to watch this bun. It sat on the floor for an extended period of time. Dee eventually picked up the bun and placed it on the counter next to the paper burger wrappers. I knew she was up to no good, so I continued to watch inconspicuously. After a few moments, Dee placed the contaminated bun back on the burger (possibly contaminating all other burgers on this sheet) and was ready to wrap it and place it in the bin. Totally Disgusting! The bun should have been tossed directly into the trash and not even placed on the counter. I raised hell with adjacent employees and spoke with the manager who could care less about my story and more about talking with the other employees to determine if she really did it. I finally left the counter, frustrated, not knowing if the contaminated burger ever even made it to the trash can. Who ate it? How many other people are given the same quality food? How many times have I not been there to say something about serving food from the floor? Shoes step in grass, step in dog poop, in oil, and then step their way onto the kitchen floor of McDonald's -- the same floor where my hamburger has probably been.

While I'm at it, here is a list of smaller problems noted and improvements needed at this store:

1. Name tags need to be on all employees.
2. No overflowing trash cans -- take out the trash.
3. No overflowing ice or spilled soda at the soda fountain.
4. Correct syrup to water to CO2 ratios on fountain drinks.
5. Don't leave the mop or broom unattended in the dining room.
6. A plastic yellow warning sign doesn't fix the mess of a spilled drink.
7. No cold or old burgers. Burger-in-the-bin time limits. (Dee's job?).

I would also like to state that several of the employees and managers at this store are very considerate, charming, and delightful individuals! As we know, it only takes one or two people who don't do their job correctly to spoil the restaurant's reputation and image of everyone else's hard work.

Thank you in advance for implementing necessary solutions that will bring back my confidence in both your product and my local favorite fast food restaurant.

Please contact me if you require additional information regarding the concerns I have expressed. I'll even give you a list of the most pleasant cashiers at your request!

Sincerely,

John M. Kord

Part II:   Reply from McDonald's Corporation

McDonald's Corporation
San Diego, California 92130

November 03, 1998

Mr. John Kord
Alta Loma, CA 91737

Dear Mr. Kord:

Thank you for contacting McDonald's to share your recent experience at one of our restaurants. On behalf of McDonald's, Corporation, please accept my sincere apology for any disappointment you may have felt during your visit.

At McDonald's, we are committed to serving the highest quality products possible. Many steps are taken at our restaurants to ensure fast, friendly and accurate service. Also, our managers and crew are trained to maintain clean and comfortable surroundings each time you visit one of our restaurants. From your comments, it appears as though we've failed to deliver these promises to you. It's certainly my hope that your future visits to McDonald's will be different.

Please be assured that we work closely with the Operations Department that oversees the operations of the McDonald's restaurant you visited. We have shared your comments with our local representatives, who will discuss your experience with the store managers to help them improve their operations. Your complete satisfaction is our top priority. Therefore, please be assured that appropriate action will be taken immediately.

Once again, Mr. Kord, thank you for taking the time to contact McDonald's. In appreciation, please use the enclosed BOG cards with our compliments on your next visit to one of our restaurants. We look forward to serving you again soon under the Golden Arches.

Sincerely,

Betty Houser
Customer Relations Representative
San Diego Region

Part III:   "Be Our Guest" Card   [Quantity (1)]

BE OUR GUEST

Any Participating McDonald's

Expires:   12/31/98     By:   B. Houser
Operator for reimbursement send to: 4370 La Jolla Village Dr., Ste. 800, San Diego, CA 92122