McDonald's Narellan — Restaurant in Sydney

MCDONDALS NARELLAN THINKS AUSTRALIAN CONSUMER LAW DOES NOT APPLY TO THEM.

Zero stars would be much more appropriate. Customer service here does not exist. We only went here because we were travelling on Xmas day and it was the only eatery open on our way. Wait to order was 20mins +. Then we were overcharged by nearly double.

My husband ordered the small Mcfeast meal - ADVERTISED ON THEIR MENU BOARD, IN CLEAR VIEW, ABOVE THE HEAD OF THE ONLY GIRL SERVING AS $5.00. She charged us $9.65.

When we pointed out to her, her crew trainer AND her shift manager the difference in pricing (they didn't turn to look & confirm) we were told that "those are set by a computer in head office. Some stores charge $5.00 but we don't."

We advised them - quite nicely - that it is illegal to advertise a lower price but charge a higher price. The answer was "so?" We politely advised them they needed to cover the advertised price if they weren't going to honour the lower advertised price and we're told "we aren't going to do that either."

My husband changed his order. The food then took a further 30 minutes to be ready and it was cold. This McDonalds store thinks they are above the law - Federal Consumer Law doesn't apply to them (neither does the xmas spirit).

Oh, and McDonalds Narellan, what ever happened to "the customer is always right"? Or - at least - if the customer ISN'T right, they are still the customer...

Avoid this store like the plague unless you like being ripped off, spoken down to, treated like an inferior and enjoy injesting cold, tasteless, rubbery "food". What a disgrace.

5th January - update: I received a call from the store manager today. Asking for further details so she can investigate the incident and arrange retraining for the employees involved. She also apologised for the incident. The phone call was very welcome as it shows they want to fix the problem. Thank you for that.

IF we ever patronise the store again, I will...

Absolutely disgusting customer service! I was directed to the waiting bay and so was another car who parked behind me, the guy at the window honked his horn at me but he had plenty of room to get out. He then came to my window and told me the staff asked him to honk his horn at me to move… the Staff?! I told him thanks for the info and he left. I sat in the waiting bay while 7-8 cars passed me, then the car waiting behind me got their food, then a representative came to my window and asked me what my order was, I waited and saw another 7-8 cars pass me when she finally came back and gave me my order. No sorry for the wait. No sorry about the order mix up. Just handed me my food and started to leave. I asked for the managers name, it was Bella? I asked for her last name but she didn’t know it. She said she would send her out. I waited but got impatient so I went inside. I asked a girl what the managers name was and she wouldn’t give it to me. She wouldn’t give me the managers name but I could see her within an earshot of our conversation. The manager looked right at me and ignored me. The assistant came out and I told her the above. But she couldn’t or wouldn’t do anything about it but mentioned something about HR. I told her not to worry that I’d contact them. But a Google review about tonight’s disaster was needed. I’ll never go...

I visited McDonalds Narellan today (Saturday June 20) at 12:20pm and ordered 2 x 20 packs of chicken nuggets (assuming I was getting 2 of the $9.95 24 packs of nuggets). The order summary was not displayed on the screen and not read back to me but I was asked to go to the first window. When I reached the first window I held my card up and as it was scanned the girl told me it was $24.70. When I asked if I could get the $9.95 packs the staff member went to the manager and came back and told me sorry you have already paid and we do not give refunds. The manager finally came to the window and provided the worst customer service that I have ever received. She was rude and told me that I was at fault and I cannot get a refund for changing my mind. Clearly the communication was terrible beforehand but as 6 staff members stood around she refused to offer the 48 nuggets for $19.90. I do not understand why the staff would be trained that way and why the manager would be teaching the younger staff members to talk to customers like that. I did ask if I could have the managers name and she refused to give her name advising that she does not have to give out her name if she didn’t want to. Wow. McDonalds your service is a long way from the great service you once provided. Get you...