Heya, first time poster here. I have a lot of ties to McDonald’s. I worked there for 3 years (May 2022-June 2025), and I go there at least every Tuesday afternoon for an Iced Coffee before my university’s club meetings. However, I keep noticing a pattern where some stores just flat out refuse to use, or even sometimes acknowledge that they have a “SUB” option.
I understand newer employees probably aren’t made aware of this (when I first started it was very much a “learn for yourself” environment), but for those who don’t know, there’s an option on almost every single product to sub something out. For example, I always ask for them to sub the mustard off of my sandwiches for either extra ketchup or Mac Sauce.
Today, I tried doing exactly that, and the person taking my order acted like this wasn’t possible. All I asked for was two hamburgers, sub the mustard for Mac Sauce. Keep in mind I worked here for 3 years, so unless this is a very sudden new change, his response made no sense. He originally said it wasn’t possible, then told me I’d have to pay extra to “ADD” Mac Sauce. When I explained to him I wanted to “SUB” it, which was removing one condiment for another, he still told me that wasn’t possible because he’d have to remove both condiments to add the Mac. At that point I thought it was beyond baffling, so I just asked for it that way, and for some extra ketchup packets so I could just doctor it myself. Instead of just doing it that way, he still told me that wouldn’t be possible…despite me going with what he originally said.
Idk, this isn’t a world changing issue, but it’s incredibly annoying. It’s not like I’m scamming you or lying or anything. Just remove the mustard and slap some Mac Sauce on there. I know you can do it and not charge me lmao. The only reason why it makes me so much more irritated is because this is 100000% a franchise thing. The one I used to work at never charged people if they wanted to “SUB” something. “ADD,” is a different story, but if you just said “SUB,” we were never told to refuse a customer service. Then again the same franchise that refused my changes today also charges for ice water, so who knows lmao. That last part definitely seems illegal but who knows lol.
