McDonald's Mandurah Forum — Restaurant in Mandurah

I've never in my life had a more awkward drive through experience...wow.. just wow. I'm expressing my disappointment and distress after a recent experience at one of your McDonald’s Mandurah Forum. I placed an order through the MyMaccas app and followed the usual process, but the treatment I received from staff left me feeling shaken, disrespected, and humiliated—in front of my young daughter, who was in the car with me at the time.

After arriving at the drive-thru, I was asked whether I was using the MyMaccas app. I said yes and provided the code at the speaker box, as instructed. I was then directed around to the window, only to be told that my order “didn’t exist” and I would need to reorder. This was incredibly frustrating, especially because I had already paid and had a valid tax invoice confirming my order.

The male staff member at the window—who had clearly just spoken to me—then denied ever having done so. The shift manager insisted they "had never encountered this situation before in their 18 years of working at McDonald’s" and continued to ask for the same code I had already provided.

Despite showing my tax invoice and explaining what had happened, I was met with continued hostility and no real effort to resolve the situation calmly. I began to cry out of sheer frustration and stress. I just wanted my money back. I felt completely powerless, all while trying to stay composed in front of my daughter.

Eventually, the shift manager told me to drive to the next window, where she said they would both refund the order and give me the food. She also shared that the staff member I had initially dealt with was living with schizophrenia and bipolar disorder—an incredibly personal disclosure that felt inappropriate and made me more uncomfortable rather than reassured. At the window, the same staff member then tried to hold my hand in what I assume was meant to be a comforting gesture, but it felt deeply awkward and invasive given the context and how upset I already was.

This experience was deeply upsetting and unprofessional from start to finish. I do not fault anyone for having mental health challenges, but I do expect the staff representing your brand to treat customers with respect and for managers to handle situations with discretion, care, and professionalism. That did not happen.

I hope you take this feedback seriously, both for the sake of customers and for ensuring that your staff are properly supported in their roles without putting the emotional weight of breakdowns in service onto the customer.

This comes after I haven't even been here for nearly 2 months because they just keep messing up my order. So I took a long break from going here. I will probably never return to maccas. The kid loves it. Unfortunately it's more a stress in this modern day and age than a childhood joy we remember having. Definitely not the same mcdonalds it used to be.

For anyone else reading this. Do not eat here. Even if the kids beg you for a happy meal. Take them some place different with proper food rather than feeding them...

Sorry for the novel but it's not a short story. Walked in at 8:30pm Saturday 5th March. Tried to use the Auto ordering machine but but didn't know how to order a Skinny Flat White and a half strength Flat White so we stood at the counter for what felt like 5 mins without anyone even acknowledging that we were there. So we went back to the machine and order a flat white and finally found where we could ask for Skim milk. Still couldn't find the half strength button so ordered a Mocha with a buttered Hot Cross Bun. Paid by card but received no printout so no number. Stood at the counter for another 20 mins before some finally came to serve someone else. I called out that we didn't get a number and showed him the bank details on my phone. He checked the order board and informed us our order number was 150. 10 mins later we were given the 2 coffees, (well the mocha was actually hot chocolate but I didn't say anything) We were told the hot cross bun would be there shortly. After another 15mins I asked my girlfriend to go out to the car because she was very close to screaming. I called out to someone and asked where the bun was and was told a couple of minutes. When I heard order 161 called I bite my tongue but when 184 was called my blood boiled. Then another chap moved next to me and told me he didn't get a ticket so I told him how long I'd been waiting. At this stage my girlfriend entered the shop about to rip some limbs of incompetent people. I talked her back to the car. Then the chap without a ticket started yelling that someone had better get their act together or refund us. At the stage I actually saw someone put a hot cross bun in the toaster and I was given it 45mins after it was ordered. I grabbed it walked to the car and started driving back to Perth. As we drove out of Mandurah my girlfriend opened it and it wasn't even a hot cross bun it was choc chip bun. NEVER EVER will I enter a Mac Donald's...

If I could leave a zero rating I would. We went inside to order. There were kids riding around inside on their scooters, one weilding a mannequin's arm as he sped around. It was not safe for diners to stand inside and order. There was no manager or even staff member in sight. The floor was filthy with litter and stickiness. The first 3 self serve machines we tried did not respond when we touched them. The 4th one did, and it prompted us that only take away orders were being taken right now. (At this point I also noticed a homeless man sleeping with his head down on a table nearby and did not need any further convincing that I should take-away my order). After ordering, one mcflurry and 2 McCafe iced coffees, we didn't get a receipt printed out from the machine. The machine said our order was 91. We joined the line to collect order. A teenager ordered at the counter after us and received his mcflurry before we got our order. Our number was called out, 191. We guessed that was us. No spoons or straws given. I had to then ask for napkins. We took our cold treats away, as was suggested by the restaurant, and the iced coffee was made with syrup, not from a coffee machine (no surprise since despite huge signage outside there was no McCafe service or staff), and was way too sweet, it wasn't mixed and even when mixed, was undrinkable due to the quantity of disgusting fake coffee flavoured syrup. Wasted $15 at this piss-poor excuse for a fast-food restaurant. McDonalds needs to audit this franchise and close them down...