McDonald's Rosebud — Restaurant in Melbourne

I was in here after a year long absence for around a year. My son and I ordered 2 large Big Mac meals, 3 apple pies and another large McChicken meal with fries and gravy. While in the store, I asked if it was possible to get extra gravy on the fries? The kid who was giving us our meals, obviously didn't know his job and told me rudely and simply "No!". Okay. Thanks for that and the explanation. 👍 However, after driving away and doing a few extra thing's down the street, my son noticed that we only received 1 Big Mac in the meal deal. I got straight on the phone but thought that I was on hold as I didn't hear anyone say anything. And all I could hear was music. So I assumed that it was on hold music, although low in volume. Finally I heard "Hello. Is anyone there?". I then went on to explain the issue after asking to speak to a manager. Only to be told that manager's always answer the phone. That's something new. But the manager that I was speaking to kept on asking me what our order number was? When I told him that I didn't know if we kept the number as I wasn't in the car, I told him my number. But as the manager went off the phone, he came back to say that there were no extra Big Mac's there, so I must be incorrect or lying. So I grabbed his name and told him, exasperated that I would now have to come back. As we were already on the way home, I was not impressed. When I got there I gave Kane, the manager (And I use that expression loosely) both of our numbers. And asked about if you can in fact get extra gravy on the fries? The answer was of course a yes. Good to see that their front of house don't know their jobs. Again Kane told me that there were no extra Big Mac's and as they are supposed to make them as you wait. I wondered where this Big Mac that Kane just grabbed had actually came from? I offered Kane some advice on answering the phone with something like "Hello. And welcome to McDonald's Rosebud. How may I help you?" Instead of just dead silence. He told me that he would take it onboard for next time, which I knew he wouldn't. As my son and him went to high school together, I found out that Kane has always been extremely lazy. I also told Kane that when I worked at McDonald's in the 80's, I would have been raked over hot coals for not knowing my job. Luckily I left with my cold Big Mac and a free large fries with extra gravy. Not impressed! This is what often occurs...

On Sat 18th May, I ordered $65 worth of food via menu log. Did not want to leave the house as I am studying for exams. Order missing two Big Macs. I called the restaurant. Was told I could contact ML and get a refund. But I’m hungry and want the food I ordered and paid for. I asked the manager if I could come down, pick up my missing food, but be upgraded to grand Big Macs for my troubles. I was told to come down.

I attended the counter, told them I was there to pick up a missing order. Waited a further 10 minutes, realising the initial guy had no idea what I was requesting. Asked another person to check on things, was told they would check with the manager. Waited a further 10 minutes.

Another young guy came to the service counter, asked for my receipt. I explained that due to missing items, I was granted my request for an upgrade.

He said to me: Ma’am (which I find very condescending) you can’t expect us to upgrade for Big Mac to grand Big Macs, as difference in cost is not fair for us as the restaurant. Take it up with menu log.

I replied that it is not menu logs fault that the order was not filled correctly, and that I was told I could have an upgrade for going to the restaurant to picked up missed items.

He then idiotically stated, ‘well where are the Big Macs, have you got them to swap?” I stated again that those items were missing from the home delivery order. The order I paid delivery on, as I specifically did not want to attend the restaurant, hence why I ordered via ML in the first place.

It was annoying to pay extra delivery costs, only to have to go down and pick up items, that I waited for a further 20 minutes. If the little snot at the service desk with the customer service skills of a split pea, could have just given me an upgrade. This message would never have been written.

I’m pissed off, annoyed and embarrassed by my experience today. As so many people heard this altercation. Maccas have always been pretty good with customer relations in the past. So pretty disappointing that a big corporation like Maccas, isn’t willing to maintain customer relations via a simple upgrade. Perhaps some staff training in customer service will...

Update- Jan 2025

Just close the store! Or at least close drive thru if they can not handle the volume, every customer was frustrated with the service- yes it's busy but almost everyone had missing items or poor quality food. I had a Hawaiian Pineapple chicken burger, yet they forgot the pineapple. The manager was going they best she can, however the crew are terrible with no people skills, not even a thanks, or hi.

I cannot believe food delivery drivers tolerate this too, I saw them waiting 15- 20 mins for pickups.

The owner operator should be ashamed. Close the store! Previous review

Due to staff shortages, Drive Thru only from 11:30am

I waited 20 mins.

The male order taker was efficient and handling pressure well.

The red haired female presenter really needs to redo her customer service training modules again, she had no personality and could not even smile or greet the customer. She also looked frustrated that I checked my order for accuracy. I have waited 20 mins, the least she could do was wait 5 seconds.

I was in the car park for over 1 hour, on 3 occasions I saw disgruntled customers where items were missing, they approached the doors, and could not be bothered waiting another 30 mins to go back through drive thru. They simple drove off into the sunset in disappointment.

During that time, I noticed cars started waiting well over 35 mins.

Absolutely ridiculous, just close the store or have mobile app orders only.

On the plus side, the fries were fresh.

You maybe short staffed, but you can really do much better. The operators for this location should feel embarrassed for providing sub level service even for a McDonald's.

Close the Drive Thru and have app...