McDonald's Bexley — Restaurant in Sydney

I am writing this review to express my extreme dissatisfaction with the service and food quality I experienced at McDonalds Bexley drive thru.

On numerous occasions, items have been missing from my order. In the past, managers have resolved the matter quickly, and I have moved on. However, the incident today went far beyond an honest mistake and was completely unacceptable.

On arriving home, we discovered my daughter’s Quarter Pounder was missing from our order. I attempted to call the restaurant six times before finally reaching a manager named Sam. I explained the issue and her response was “the best I can do is replace the burger if you can come and pick it up.”

This was not a replacement issue, it was a failure to provide food that I had already paid for. Expecting me to make another trip at my own inconvenience and expense is unreasonable.

While talking to her on the phone, my husband pointed out that his Big Mac hardly contained lettuce. I looked between the buns and could only see 4 or 5 little pieces of lettuce. I picked up his burger to check they weren’t in the box and discovered a piece of string under the burger. At that point, I told Sam that I would in fact be returning to the store.

On arrival, I spoke with Sherene, who claimed to be the manager. From the onset, she had an unprofessional attitude and demeanour towards me. I asked to speak with Sam and she told me to talk to her instead and said “Sam is in the back, she’s not feeling well.” She demonstrated no customer service skills, offered no apology and showed no concern for the unacceptable experience their lack of service and quality control had caused my family and myself. She said, “it’s a mistake, they happen.”

But this was not a mistake. You didn’t provide an item I paid for. You provided an item with missing ingredients and an item that was contaminated. It’s not a mistake. It’s negligence x 3.

You are the manager. You should be supervising your staff. Even if it was a mistake, it was yours and you should not have been so disgustingly rude and unapologetic to me about it.

I suggested the least she could do was to replace the order without the drinks, considering, 1 item was never included in the order 1 item was contaminated and inedible and the rest of the order was sitting at home going cold because I had to return to the store to deal with their ‘mistakes’ She refused to replace the order and said she would only replace the Quarter Pounder, (that was already missing) and the Big Mac that was contaminated with string.

There was no “i’m sorry for the inconvenience, and ruining your family’s dinner. Let me replace the entire order as it would be going cold at home because you were forced to return to the store due to our negligence!”

I then suggested she at least replace my Filet O Fish as I didn’t get a chance to eat it. She turned her back to me without saying a word.

McDonalds - What kind of managers are you hiring? Apparently extremely rude ones that fail to show empathy or offer a meaningful resolution for their ‘mistakes’

I contacted head office whilst in the store and requested they call the store and ask them to retain the contaminated Big Mac as I had returned it to them. In that moment, she provided me with a bag containing only 3 burgers, still without an apology for the ruined meal or acknowledgement of the inconvenience caused.

This experience left me angry, upset, and deeply disappointed and it ruined a family meal. Sam and Sherene both displayed poor customer service skills and a lack of accountability. They’re unprofessional and their attitude towards paying customers is unacceptable. They should both be retrained and performance managed to ensure no other customers are treated this way.

The service I received today was disgraceful and far below the standards expected of the McDonald’s brand or my local restaurant. In all my years, I have never encountered such unprofessional behaviour from a manager.

My advice is to check all your bags before leaving...

Extremely disappointed with the disrespect and lack of customer service I received from the manager who was on shift tonight ( who refused to say his name when I asked due to him not wearing a name tag. The staff who had served me were lovely although had to call the manager when I had Question to ask. I was only questioning why to change a regular MEDIUM drink to a MEDIUM frozen drink in the family meal was more expensive than the $1 LARGE frozen drink. I then asked to only have 2 frozen and 2 regular in the meal. the manager Instantly responds "I CANNOT CHANGE THAT" and I had to ask at least 5 times only to receive the same response due to the manager not listening to what I was asking, the staff member had to then calm him down to explain what my request was for him to understand. Due to me voicing to him if he was listening and not just respond to attack me then he would of understood. He then threats me he will call police and return my money to me. I asked the manager for his name and refused to tell me, than yells to all staff members to close the windows and not to let me know what his name is. This manager seemed as if he has had nil training in customer service consider i have been trained in this area of my career and it's very important to me. I will voice this experience to my family and friends who are regular customers to this store. I'm absolutely appalled at how I was belittled and threathreatened. Worst experience at MacDonald and would hope action will be taken to this mysterious manager, also by law I am entitled to be aware of who is serving me. Clearly he didn't want go disclose his name due to knowing his actions were so unprofessional. I do not want anything for compensation even though I should deserve this. Up until today I will never be recommending Bexley MacDonals to be...

Do you love guessing games? Then you've come to the right place.

Here's how the game goes at Bexley McDonalds: order food, pay for it.

Will you get the food you paid for in your bag? Who knows!? This establishment has a multi-decade policy of leaving things out of your bag - ESPECIALLY in the Drive-'thru'.

'Well,' I hear you ask, 'why don't you just ask the cashier if they remembered, as they hand the bag to you?' This is where the game gets fun. The 14 year old working the register is contractually obliged to respond: YES. Have they checked the bag? No. Will they double check? Hell no. They will look you right in the eye and assure you it's there.

Good luck with the game! You might win the prize of actually getting what you paid for. With chances less than winning the grand prize on a carny's game at the Easter Show.

Important to note, many years ago I worked at McDonalds, so I know how difficult it is to read extremely simple writing off a digital panel situated a metre from your face. Who needs employees to be able to read anyway? The readers usually get premium fast food jobs at places like Subway...