Complaints from Penn students about the customer service at the McDonald's restaurant on 40th and Walnut streets prompted the company to fire some of its employees last week.
Following an incident that occurred at the restaurant in the early hours of Sunday, Oct. 19, a group of students created a Facebook group called "Boycott McDonald's." The students' complaints resulted in an apology from the general manager in addition to the firings.
Wharton sophomore Keith Williams, who witnessed the incident, explained that he and a group of friends entered the McDonald's that morning so his friend, a College junior who did not wish to be included in the article, could use the restroom.
The security guard told them that the friend was not allowed to use the restroom until he ordered food. The student proceeded to order a meal, Williams said, but the cashier made a mistake and needed an override from the shift manager.
Because the friend had already complained about the service, the manager on duty "deliberately told [the cashier] to take her time," explained Williams.
When he complained again, the security guard jumped in and began threatening the students.
The guard said things like "don't make me take you out of here," and referred to the rest of the customers as "stupid school kids," Williams said.
The cashier also screamed at the students for standing too close while trying to read the menu, Williams added.
Williams filed a complaint on the McDonald's Web site and created the "Boycott McDonald's" Facebook group the next afternoon.
General manager of the store Anthony Hill called him personally within a few days.
Hill explained that he had been on vacation when the incident occurred and had received 17 complaints just from that one weekend, said a College sophomore who witnessed the incident but wished to remain anonymous for fear of repercussions. He corroborated Williams' entire story.
Hill apologized profusely for the incident and asked for names and descriptions of the offending staff members, said the student.
A few days later, Hill notified Williams that the offending employees had been identified and terminated, although Hill said he had been asked by his corporate office not to reveal the number or names of the staff members who were let go.
"I know what it's like to be a college student," said Hill, a 2007 Drexel alumnus who was also in a fraternity. "We support Penn kids as much as we can and . don't want to make them feel like they are not at home."
He added that being "rude is something that we do not pride ourselves on," and that he will not tolerate disrespect for customers from his staff members.
Williams said the Facebook group, which currently has 122 members and includes regular updates on the situation, has received a lot of positive attention from students.
"Generally people agree and then they have their own story to tell," he said, adding that among the comments he received one student had said "finally someone did it!"
