McDonald's locations in Greenwood, IN

I went thru the drive-thru and ordered a large chocolate shake. I was given the total, and proceeded to the pay window. I paid for the order, and proceeded to the second window. I was asked if I could pull ahead and my order would be right out. After I watched about 6 vehicles leave the window, the person that asked me to pull up, came out with someone else's order. I said that I didn't order this, and that I was waiting for a chocolate shake. He then went to another vehicle (that had pulled ahead of me to wait) and gave that order to the other driver. More cars go thru the drive-thru and yet another person came out with another person's order. Once again, I said that it's now been 10 minutes and I am still waiting for a chocolate shake. He apologized and said that my order and a refund would be right out. Now here comes a third person with my refund ($3.00) which was technically short $0.23, and said that the machine was broken and she was sorry.

If the machine was indeed broken, shouldn't this have been mentioned to me sometime between person 1 to person 4?????

I have been in Hospitality Management for over 25 years and to have this lack of Customer Service is totally unacceptable!! You'd think that if an item was not available, that this would have been communicated to others. The best part of this (or worst part) was the person working the delivery window. He was the one that asked me to pull up, yet tried to give me the first wrong order.

I know that McDonalds are franchised and ownership/management sets the tone on customer service and the expectations (or lack there of) of the location. Just a note as to why I ordered the shake. My wife was home sick with a sore throat and called me and asked if I could stop and pick up a shake for her. Thanks for not making my day.

M.Suddeth