McCafé — Restaurant in Gold Coast City

MacDonald's have really let customer service and getting the basics right slide lately and Nerang was the latest example. Long review, constructive recommendations at the end. As we entered a customer was asking for help with his order as the touch screen device was not responding, he was completely ignored by a staff member walking past him within 30cm. It was as an extremely busy store, and covid distancing appeared to be optional without any enforcement. The first two touchscreen devices we tried to use were unresponsive, the third had run out of receipt paper without warning on a busy day. We ordered to our table outside to minimise contact, but after 10 minutes had to go and prompt staff to bring it out. When it arrived they said "is that everything" I said "let me check inside the bag first", but the staff member just said "thanks" and walked off. Inside the bag was not our order, so we sent it back and told them our order number again. 10 minutes later my wife had to go to the front desk to ask again, as the order was manually being filled noone had any idea except the person who returned our meal. After being in the store 20-25 mins, we got our order for the second time, again in bag. After checking it there were no serviettes, no cutlery for the loaded fries, and only 4/6 nuggets. We asked again and got it sorted but they just said "oh sorry" and at no point was there any offer to comp the meal, or provide a voucher for next time. Meanwhile at the table next to us I could hear them say "oh they've given us a few extra large fries, awesome". My advice to MacDonald's: Install better touch screens, they seem to regularly have issues, lag/slowness and/or just plain don't work. Great idea, cheap execution. When receipt paper runs out, send alert to staff behind main counter, and let the customer know on screen BEFORE ordering so they have a choice not use that one if the store is busy. If/when the staff get the order wrong there's no way to show them proof or what it was supposed to be. For customers dining in, STOP bagging these up in takeaway, it is a waste, is not required for COVID-19 and increases the meal error rate as staff cannot see what is in what bag as they fill the order. I've had mistakes/missing items ~33% of my visits lately across multiple stores, and even for small basic orders. Stop being rude about having to sign in for COVID. It seems staff have been trained to be anti dine-in instead of welcoming within the guidelines. I've been told this several places, meanwhile the table I want to sit at is filthy and has not been cleaned as per the COVID safe plan, contradiction much? Provide the required serviettes and cutlery with meals as they're served, or return them to the holders around the restaurant. Each time a customer has to go to the counter for this they are only increasing contact and line lengths. It's not saving you money pushing people to takeaway or using takeaway bags, the meal order error rate/wastage must be through the roof if you're measuring it, not to mention customer dissatisfaction. Staff seem like drones only doing the task they're assigned, retrain to be attentive to customers as priority while they walk around doing that...

Completely wrong order given. When phoned to speak with manager. He was completely aware of mistake and attempted to lay blame on us for being in the wrong waiting Bay (which we were NOT) and he later agreed. Only once he realised this did he apologise. Yes I did ask for someone to deliver the correct meal (had to try) which was quickly denied. The Manager on duty had only 1 resolution to the problem. And that was that we make a 20min round trip to collect the correct food. At this point I had a starving 11yr old, so this was not an option. Despite the moral aspect of it. No restitution was ever offered whether it be via refund or vouchers. Our meals were dearer than what was given. Simply told that putting me out for their mistake was the Mnagers ONLY solution. Mistakes happen, I get that. But the Manager has absolutley NO customer service skills whatsoever and was actually quite rude. Is this because they have Managers that shouldn't be in their roles or is it because Maccas just don't support and train their staff properly because they always can afford to lose 1 - 2 customers ever now and then. I'll let you decide. Manager....do yourself a favour and ask for more support and training. It will benefit you later in life. Maccas.....Supportm your staff better. This could've been...

March 2025: yet another disappointing effort from this store. Delivery order, driver states they gave our order to another customer so had to make the whole thing again. Food was still cold and order was wrong again. Both hashbrowns missing, 1 sausage muffin with NO sausage, just cheese… wtf?? Mighty muffin no sauce, that had more sauce that I’ve ever seen on a burger, and the bacon was in the box alongside the muffin!! Attention to any sort of detail in this store is nonexistent. Avoid this store at all cost or prepare to be disappointed

Jan 2025; Sadly disappointing after the recent renovations, no pride shown at all. Mighty Muffin assembly was like a balancing act, let’s see how off-Centre we can make everything! Missing another Muffin from our order. Hashbrowns were cold and old, so much so that they were stuck to the paper wrapper. 2 cappuccinos, 1 with normal milk, 1 with skim. Neither was marked so we didn’t know which was which, and both were barely even warm. Very poor standards seem to be acceptable at this store. The only decent review in recent times states the manager on shift was from a different store. Lift your...