McDonald's (Berwick South) — Restaurant in Melbourne

Hands down worst Maccas Experience. Around about 3am Saturday 7th December.

This is a longg one, everyones had a sub par fast food experience but this one tops it for me so time for nice long review. So yes, i’m going to take time out of my day to write this.

Went through the drive thru, with an online order plus a seperate verbal speaker box order which we asked all to be made fresh.

Issues started with the online order, first being told the card declined and after paying cash ,then being told the order actually went through and that it was all good to go to the next window (manager saying this btw and DT worker standing right next to her present with no cars behind us or at the speaker box so she wasn’t pre-occupied to hear this).

Once at the next window we received the seperate order (which had its own issues), and after enquiring about the mobile order since it wasn’t handed out together. We were then told “we actually didn’t process that at last window” by the same DT worker. Then asked to drive around again, so here we go round 2.

We finally received the order which included 24 nuggets shoved in a shaker fries bag which no normal person would complain about, BUT when there is ZERO common courtesy and customer service to simply apologise for a product that is not in its standard form, as any other customer service role would. A simple “hey sorry we’ve run out of nugget boxes and we’ve put it in this instead we hope you don’t mind”. And after a 10 minute drive home to discover the nuggets were soggy. So either these weren’t cooked to standard or anyone planning on not eating your nuggets within 10 minutes should expect some yummy soggy nuggets, if that’s your thing. (Cooking nuggets on a set timer is too hard i suppose) Oh and the cheeseburger with no pickles turned into a cheeseburger with no onions either, so good one guys.

Now to the seperate order done at the speaker box at the same time. We had no issues at DT window with this one, but since we received this order first and we were waiting for our online order. We had a sip of the ice chocolate with caramel added on (payed extra for). To only notice there was zero caramel flavour. Now if somebody has ordered a specific product and yes you did the standard 3 pumps of caramel yet there is zero caramel flavour do you A. Just give a couple extra pumps that cost a gazillion dollars to the company apparently and come out of your pocket as a worker. OR B. Request the customer drive through again (after having already driven around twice for the online order), AND to pay extra AND to argue back and forth that you already did the ‘3 pumps’. To then say that you’ll add extra only to walk around the corner out of sight of the window for a couple seconds to return and say you’ve added an extra 3 pumps.

I’ll let you guess which option this worker chose.

Also i guess don’t order anything with caramel from Maccas, because two standard servings (6 pumps) of caramel equals zero flavour apparently.

Once we got home this order was also botched, asked for extra onion on a burger to receive a burger literally overflowing with onions, and even if you were going to give us that large amount of onions there was so much that there was literally a handful outside the burger in the wrapper. Did the lid of the onion shaker fall off and was the kitchen boy visually impaired to not see the behemoth amount of onion on the burger, like come on guys i’m not about insulting people but where is the common sense.

So all up if you like soggy nuggets, shoddy ill prepared food served with a side of third-rate customer service. Zero apology for any of the inconveniences on there end and no freshly cooked food when it was made a point to be fresh, then this is your Maccas.

Now I know 3am is early/late whatever your perspective is, but i work 12hr nightshift myself and that doesn’t excuse me to perform at a lower standard. You guys are a 24/7 establishment and i don’t remember seeing the disclaimer stating to expect to receive sub-standard food and poor...

This McDonalds in the worst one you'll go to in your life.

Here's a brief snapshot of what the last two weeks of ordering McDonalds has looked like for us. It usually starts with going through the drive thru and ordering the meal there or online prior. Then you wait either 5 minutes or 30 minutes to go to the window - there is no in-between here.

Day 1: (At the window to get our food.) McDonalds employee (them): Here you go. Us: Thank you so much! Oh wait, you forgot _. Can we please get that? Them: No, sorry. Bye! Us: .... Them: .... Us: But why? Thats what we ordered. Them: We ran out. Us: You ran out of something we ordered literally 2 minutes ago? Them: Yes rolls eyes

In this situation, the employee didn't offer a refund or compensation. They just proceeded to tell us that they ran out and tried to basically shoo us away. My brother, who hates confrontation, drives off without even getting a refund.

Day 2: (We had just gone through the drive thru and told them the code so that we can earn the bonus points. Now we are at the paying window.) Them: That's _. Just pay here. Us: Oh, sorry. Just before we pay can you double check that you put in the code because it doesn't look like you have, just by looking at the screen. Them: Oh yeah, I didn't. Just pay here. Us: .. What do you mean you didn't? Why? Them: I don't know how to. Us: ... Okay, well would you mind please asking someone to help you then? Them: I don't know how to do that. Us: ... You don't know how to ask for help? Just please ask because we really want those bonus points and we can't get that unless you enter the code. We don't mind waiting. : ) Them: rolls eyes and ignores us for a solid 4 minutes while we just sit in the car and she takes orders Them: finally asks someone and they tell her within 30 seconds how to do it Okay, I've done that now. Just pay here. Us: Thank you so much, we really appreciate that! Them: rolls eyes

( We then drive to the food window)

Window person: Hi, just the large fries? Here you go. Us: Oh it was actually the large spicy shaker fries. Them: Yeah, thats what I said. walks off Us: Okay, thank you! starts driving off Them: Comes back to the window and throws her arm out Us: We see her arm out shaking something from the side mirrors as we're driving off so we stop. We cant reverse because there's another car coming right behind us now Them: You forgot your seasoning packet. Us: ..... WE forgot it??

So we ended us doing some weird contortionist move to get the seasoning packet because there was no other way to get it.

Day 3 (last night): At the window Them: Here you go! Us: Thank you so much! Tries to check the contents incase they gave us the wrong order but can only check the top things as the bag is too full and tight and I didn't want to spill anything

When we get home, we realise they gave us the wrong order for the main part and we can't eat it so they wasted our money and time.

I don't know what it is about this McDonalds but they can't get anything right. In the past 2 years we've ordered from here, there's always been something wrong and they're never sorry about it either. If we bring up the fact that they gave us something incorrectly, they act like its our fault and that we're bothering them by asking them to fix it. The only reason we come here is because this seems to be the only McDonalds nearby that seems to have stock of the newer items. McDonalds is expensive for what you get and often people look forward to this little treat at the end of the week or month. When you get something wrong, you waste our money, our time, and our petrol - all things we work hard to get. In this economy where people are struggling to feed themselves, you really shouldn't be getting this much wrong. As someone who has also previously worked in the fast food industry, it's really not that hard to get it right.

So...

I'm not going to lie, this place makes really good coffees. Unfortunately that's about it. I have been a couple times recently and every time, something has gone wrong. Firstly, why get a table number if they're going to stand at the register and shout your order instead, and proceed to get frustrated when you tell them that you had a number and they were supposed to bring it to you? Today me and my mum both got English muffins. They were both cold, and despite ordering one with jam, Mum got a plain, burnt English muffin with no jam, butter or knife. After she told the staff at the cafe (as they were the only ones unoccupied at the time), they started muttering comments under their breath to each other and acting as if she had done something wrong. My muffin was also cold, which was pretty bad with bacon and (not at all melted) cheese. The only staff member who I found particularly friendly was a girl wearing a blue crew trainer top- I think her name started with K but I am unsure. She was friendly and apologized for long waits for mums coffee. She was working the hardest out of all the staff from what I could see, cleaning up as she went and doing drive thru and serving very efficiently. Most of the staff at this store are rude and manage to mess up orders often. I am unimpressed and honestly not planning on coming back here any time soon, especially not when there's a significantly better McDonald's 5 minutes...