Tuesday, February 10, 2009

McDonald's Local Response


I spoke with the manager of the McDonald's in Port Isabel, TX this morning. He called me in response to my complaint. He was very apologetic and felt my question about the ice cream ingredients was an easy one, one that never should have resulted in an issue.

When the Assistant Manager didn't know the ingredients, he just should have said, 'I don't know." The manager will provide training to the employees concerning questions about ingredients and appreciated my bringing this issue to light.

As always, the intent of this blog is to educate. I come from a restaurant family and understand full well the activity that goes on behind the kitchen doors. It is possible for any of us to receive the facts needed to make informed decisions about our dietary needs. Any server should know what is in the food they are serving, or know where to find that information.

I did assure the manager that I was not looking to have Asst. Manager fired, just to educated. And...we will return to the restaurant for a chocolate sundae (and my husband's weekly fish sandwich!). I'm sure they taste as good as they look!

Saturday, February 7, 2009

McDonald's Corporate Response

McDonald's corporate sent a generic response to my experience at the Port Isabel, TX location. They do state they are investigating the issue with the individually owned and operated restaurant, but I take exception to that. McDonald's has always impressed on its customers that you will receive the same service at any location.

Below is the actual message received yesterday. It is encouraging that the incident is being taken up with the McDonald's local management. I hope the person I dealt with will be counseled on the importance of customers knowing exactly what ingredients are in the products.

And, as I stated in my earlier post, McDonald's does list all their ingredients on the McDonald's USA Ingredients Listing for Popular Items page. Further information from McDonald's will be posted here as well.

Thank you for taking the time to contact McDonald's Customer Service Center to bring your recent experience to our attention.

First, I hope you will accept my sincere apology for your disappointment in McDonald's. I can assure you that we want you to be completely satisfied every time you visit one of our restaurants.

Because most McDonald's restaurants are independently owned and operated, I have forwarded your comments to the franchise owner or local representative for follow up at the restaurant you visited in Port Isabel, Tx. Please be assured that your comments will be investigated and, if appropriate, corrective action will be taken.

Again, thank you for taking the time to contact McDonald's Customer Service Center and giving us the opportunity to address your concerns. Customer feedback is very important to us as it helps us improve.

McDonald's Customer Response Center


Thursday, February 5, 2009


Type of Experience: Wrong But Resolved
1401 Highway 100(W*M)
Port Isabel, TX 78578

We were in Walmart and stopped in the on site McDonald's on the way out. Now, I know that McDonald's is not exactly the best place for a Gluten Free person to hang out, but Honey wanted a Hot Fudge Sundae and it did look good. And they are only A BUCK!
I asked what the ingredients are in the ice cream, and the Asst. Manager looked at me like I'm some kind of idiot and responded with: "Ice Cream Mix." I asked what are the ingredients in the Ice Cream Mix and got the same response..."It's just Ice Cream Mix."
I then explained that wheat is a hidden ingredient in a lot of foods these days. He held up an ice cream cone and said, "This has wheat." Then held up a dish of ice cream and said, "This has Ice Cream Mix!" I gave up and passed on the Hot Fudge Sundae.
Today, I visited McDonald's Nutrition Info page and learned that the Hot Fudge Sundae has the following ingredients and is safe for me to eat:
Hot Fudge Sundae:
Vanilla Reduced Fat Ice Cream: Milk, sugar, cream, nonfat milk solids, corn syrup solids, mono- and diglycerides, guar gum, dextrose, sodium citrate, artificial vanilla flavor, sodium phosphate, carrageenan, disodium phosphate, cellulose gum, vitamin A palmitate.
Hot Fudge Topping: Sugar, water, sweetened condensed skim milk (milk, sugar, corn syrup), partially hydrogenated palm kernel oil, nonfat dry milk, cocoa (processed with alkali), corn syrup, salt, disodium phosphate, potassium sorbate (preservative), artificial flavor (vanillin), soy lecithin, polyglycerol esters of fatty acids.
Peanuts (for Sundaes):
Peanuts, dry roasted. MAY CONTAIN TREE NUTS.
On their nutritional page, McDonald's lists all the ingredients of their products. They do note that you should check back regularly, as ingredients can change.
So, I will order the Hot Fudge Sundae in the future, probably without the nuts...or I will go to an ice cream parlor and get a real sundae with natural ingredients! Or make my own! At any rate, the McD's Hot Fudge Sundae is something us Gluten Free folks can enjoy. Perhaps McDonald's will counsel the Asst. Manager about ingredients and responding to customer inquiries in a responsible manner, so the next person who asks this question will smile with every bite of their $1 Sundae.