McDonald's Underwood — Restaurant in Logan City

I am writing to formally lodge a complaint regarding a very poor customer service experience I had twice at your drive-through – first on 7 August, and again early this morning (8 August) around 4:25 AM. Unfortunately, both instances left me extremely disappointed and frustrated, and I believe this matter deserves your urgent attention.

On both occasions, I approached the drive-through expecting normal service. However, after reaching the order point, there was no response – no greeting, no acknowledgment, and the area was completely dark. I assumed the system might not be active and proceeded slightly ahead toward the window, where I waited over 10 minutes. Staff inside clearly noticed me through the window, yet no one approached or acknowledged my presence.

When I finally honked to get someone’s attention, a staff member appeared, seeming visibly annoyed and unwilling to assist. She told me I needed to go back and order from the speaker box, which I acknowledged politely, but I explained that I had already passed it and waited a long time. I kindly asked if they could simply take the order at the window to avoid reversing through the drive-through. Rather than assisting, she shut the window on me without a word.

I drove back to the order speaker to try again, only to be told, “The system is down, and we’re not taking any orders.” Yet I could clearly see other customers being served. When I questioned the inconsistency, the staff accused me of being “rude” – which I absolutely was not. I remained calm throughout and only expressed frustration due to the poor service. Shockingly, they then refused service completely and threatened to call the police – which was entirely uncalled for, given I had done nothing wrong.

This was a deeply disrespectful, dismissive, and unprofessional experience. It felt like I was being treated as a nuisance rather than a paying customer. No apology was offered, and the entire interaction left me feeling unwelcome and mistreated.

I would strongly urge the following: • Immediate review of CCTV footage from both incidents to verify my account. • Proper customer service training for overnight staff, especially regarding communication, professionalism, and conflict resolution. • A clear protocol for handling situations where customers accidentally pass the speaker box – basic courtesy and flexibility go a long way.

I’ve always valued your brand, but after these incidents, my trust has been seriously shaken. I hope you treat this complaint seriously and provide an appropriate resolution. I would appreciate a response to confirm that this has been...

Everyone beware!! Avoid avoid avoid!!! If I could review 0 stars I would!!

I met some friends here for a catch up with our toddlers. We ordered lunch and sat beside the playground while the kids played and ate. They were having so much fun. We ordered ice creams for the kids before leaving. My daughter is currently toilet training, unfortunately when we went to leave I had noticed she had, had an accident so I returned back into the change rooms to tidy her up before leaving. Another friends son wouldn’t come down out of the play ground so I had to climb up in there to get him out.

Little did we know this McDonald’s has a parking time limit, I received a breach notice in the mail and was demanded I pay the $88 fee for over staying our welcome. The breach notice does not say how long the allowed time limit is. I have been back to the McDonald’s Underwood parking area since and it does in fact have signage that states 2 hours. Unfortunately nor me or the other mothers I was with noticed these signs.

I submitted an appeal explaining the added factors as to why we were there longer then normal and asked if they could reconsider the breach notice. There was no response from smart compliance (who manage the car park), so I sent another follow up a week later, then they don’t respond for 5 days (just a delay tactic). In a nutshell the response was that the car park is 90 minute free parking, this is your final notice to pay and you can no longer appeal as you have reached the appeal time frame allowed, here’s the link to pay.

So what is it, 1.5hrs or 2hrs? I am absolutely disgusted in this McDonald’s and I will be telling everyone about this experience and advising them to avoid this store. Also may I add, out of 3 of us mothers who Parked in this car park for the exact same time I was the only one who received the breach notice!!! How’s that for inconsistency! It’s not like I left my car there for the day or while I went to a different store/centre! I was in YOUR store spending money!!!

Shame on you McDonalds...

I am posting this because there may not be any other way that I can find online to inform the hardworking business owner of this franchise how his or her staff on duty especially the duty manager between 9.10pm and 9.30pm on 17/07/2024 are running his business down.

I drove into the drive thru, there was no car in site and waited for approximately 3 minutes and there was no one taking any orders, I hooted my car horn, and a voice came on, sounding very irritated like someone had disturbed her sleep.

I drove through paid for the items ordered, was told to drive through and wait at the next window, which I did for another 3 minutes, and no one was attending to us. Apparently, this was my punishment for hooting my horn to get some attention as I was later informed by the manager on duty who obviously has no understanding of customer service.

The store was dead quiet, there were probably about 5 customers inside eating and no one waiting to be served.

I now had to reverse back to the previous window and all your staff were now giggling like they were all in on the plot.

At this window we now got our order, the chips were served dead cold, obviously part of the punishment, I asked why, and I was told that I was impatient that is why I am getting the treatment.

I drove to the car park parked my car and came into the store, asked your manager on duty why I was treated that way and she told me that I was impatient, she was rude, insolent, condescending, I am in shock that anyone will employ her.

She refused to give me her name and eventually I asked for a refund and she obliged.

Note the chips was returned but half the order was already eaten, so in order words the other items were provided for free, how long can a business run for if it is giving out items for free due to the lack of customer service and professionalism of the staff?

I just thought I mention, hopefully you have CCTV cameras to review all that I have...