McDonald's Ferntree Gully — Restaurant in Melbourne

What do you do after a late night hospital visit, and very hungry family in the morning? What about when you're so tired to drive? Fast food delivered, through the app! Brilliant idea!

TLDR; McD doesn't do customer service, but is great with excuses and painful processes. Delivery is broken, and horrible. Managers have no power to fix problems on the ground. The actual food is a whole other problem. At least be fast, but no. Not even that.

Half an hour after ordering for deliver, order is cancelled with no explanation! Called up and it was "deprioritised" for pickup orders. Unacceptable, you should contact me and discuss. What do they do instead? They offer me a refund (this is NOT doing me a favour, that must be done no question). Nothing else offered as compensation, zero, just a message to some manager (prob on the 3rd level of hell).

I drive to store, what will they do? Nothing, just excuses, different from the phone excuses. It was the frape machine! No, it was probably doordash! Poor, very poor - you carelessly discard me after waiting for ages.

I reorder anyway, we need food. Then there's a 15 minute wait for the coffee! They didn't even try to help out an obviously desperate and upset customer in store. Stuff your coffees, send them to the sub-team-manager-customer-expert on level 3, they'll write a new process about recycling the cup.

Anything offered for the poor experience? Just an insulting 2 hash browns. Poor. Unacceptable. You should give me the order for no cost, deal with the problem; forget the processes, think about the customer.

And thats the just the latest disaster. Previously, my review was:

Filthy. I Mean disappointingly filthy. The play area is actually quite good, but all the bins were overflowing, and were so for the whole time I was there with my kids. I mean there was actually rubbish being blown around the play ground with chips trodden on all over the ground. I will not be back to let the kids play there and eat the average and...

Located conveniently on Burwood Highway in Ferntree Gully, this McDonald’s enjoys a prime position with excellent parking availability, making it easy to stop by whether you're driving through or staying in the area. The restaurant itself is generally well-maintained in the earlier part of the day. Mornings are typically the best time to visit, with clean tables and attentive staff who are proactive about keeping the dining area spotless and welcoming.

The toilets are also usually in decent condition, which is always a plus for a high-traffic fast-food outlet. However, as the day progresses—particularly after 2pm—there tends to be a noticeable decline in cleanliness and overall upkeep. This drop-off in standards is mirrored in the service experience, which can vary greatly depending on the shift and time of day. On some visits, you might receive prompt and friendly service; on others, the wait times can feel unnecessarily long, even during what appear to be quiet periods.

One disappointing aspect is the way delivery drivers are treated. They often appear to be regarded as less important than in-store customers, which creates a poor impression of the store's professionalism and fairness. This is especially concerning given the increasing reliance on delivery services.

It’s also worth noting that there appears to be more energy put into interviewing and recruiting staff than into ensuring consistent service standards throughout the day.

That said, the food quality remains generally consistent and matches expectations, which is commendable. With some better management of staffing and service consistency, this McDonald’s could easily be a...

9/6/23 After avoiding this place for nearly 12 months, I decided to give them another go. And boy what a mistake that was. I asked for a large skinny latte and ended up with a small skinny latte in a large cup. Clearly nothing has changed at this store. The staff at the drive thru were clearly too interested in their conversation as apposed to paying attention to their work. The Manager at this store clearly needs to step up and provide better training. And I should have learnt from my previous visit. Needless to say, this will be the last time.

With the exception of one staff member at this store, they are completely incompetent. The coffee maker failed to put the lid on my coffee properly and didn't wait for me to take a proper hold of the cup and as soon as she handed to me I had make a double grab for the cup. I ended up with coffee all over my clothes, car seats and console. And all I got was 'sorry about, I need you to move to the waiting area and wait for the rest of the order'. (I now stink of coffee, and don't have time to go home and change. My car stinks of coffee and i just had it cleaned. And to top it off, this is what the rest of my order looked like? I know you don't have to be a rocket scientist to work there, but come on guys, take some care and have some pride in your work and yourselves. Very sloppy and just...