McDonald's Penrith — Restaurant in Sydney

Cannot count the amount of times I've experienced the following at this restaurant:

Rude, horrible customer service from cashiers and managers alike. Missing or incorrect order items. Being rushed during my order. Lack of care or problem resolution from the staff and management.

Examples:

Ordering coffee through the kiosk, kiosk has error scanning my coffee member card to redeem my purchase. I go to the counter to place the coffee order instead. I specifically tell the cashier why I am ordering my coffee at the counter, that the kiosk won't scan my coffee card and I want to redeem my purchase. Cashier acknowledges this request, puts my order through, tells me to pay (I pay) and after a moment of silence I motion to redeem my coffee card. Cashier says "sorry, you can only do that before you pay". Cashier offers nothing to fix their mistake, so I ask to speak to a manager as I'm really unhappy with the service. Manager tells me it's not their problem the app didn't work with the kiosk. I argued it is the cashiers problem they knew my request to scan my coffee card and should have ensured l scanned my coffee card before I made payment. Manager shrugged and said there was nothing they could do, offered no apology. Horrible service.

In-app offers never work at this restaurant. I always receive error messages when placing an in-app order. One evening I was trying to order a $1.00 fries. The app said order successful, then told me to drive to the Mcdonalds drive-through and press the "I'm here" button on the app. When I was at the drive-through the app kept giving me an error. I was the only car in drive through so I asked the cashier to help me. She said to put the order through the app again. I thought I had been charged already, so declined and asked for another option. She kept telling me to re-order it but didn't explain herself. After a few minutes of frustration, another cashier jumped on the order and told me if I re-order it, it will reverse my first charge. This made no sense at all, so I asked if I could just drive to the window, show them my order to confirm it and get my fries. Cashier no. 2 told me no and proceeded to tell me if I come to the window I have to pay at the window. I argued again that this would charge me twice. By this point a manager stepped in, very friendly (a rarity!), and explained that as the error took place they cannot confirm my order on their system, therefore I haven't been charged. Suddenly, cashier no. 2 said "tell her if she doesn't want to order here to go somewhere else". I thanked the manager for finally explaining and agreed to come to the window to pay $1.00 and receive my fries. At the window, one worker, who I assume was cashier no. 2, was glaring at me while the manager tried to make small talk with me to make me feel better. I asked for the name of the cashier no. 2 who said "I should go somewhere else", but no name was given. I said whoever they are, I lodge a formal complaint for extremely rude and intolerable service.

Tonight, 22/12/2020 at 11:50pm, with yet another in-app purchase failure (I hope each time the error has been fixed from an app update!), I was once again let down by management. I was trying to redeem and order a $3.00 McChicken burger. I told the cashier (friendly) at the drive-through that the app was not working and she set it up that I could pay cash at the window and told me to drive through and pay. Upon arrival at the window, a manager named Jason intruded and told me I was unable to receive the $3.00 offer for the McChicken as I was not ordering it in the app, despite acknowledging I was receiving an error (I showed them both at the window). I asked why as I'd already been told to come to the window and pay, he said because I could go anywhere else and get another $3.00 McChicken and they'll lose money. I responded clearly unhappy and thought for a moment if I wanted something else instead. I was then told to go back through the drive through if I was not ready to order. Awful service...

Can understand why you have many bad reviews. The lady manager on duty today at 11.30am was rude and wonders why i was rude back to her. If you approach us and say 'whats your problem' dont expect me to be nice to you. We ordered in drive through. Paid. Got to the pick up food window and while waiting wondered if we could get a soft serve added since we still had to wait for our order. I asked and were told no they cant take orders or payments at that window. Never heard of that before. Not sure if it's a new process at all maccas but if I've forgotten something or wanted to add something after paying at other maccas never had this issue. We were told we can go around again. Didnt think it was worth it so didnt go. Got our order. Checked it and was missing a cheeseburger. Told the staff. She said our order only had 1 cheeseburger paid for. Ok well we asked for 2. She said we can go around again. We said well you guys made the mistake. She said there's nothing she can do. I asked to speak to the manager. The staff said we can go to the next window and manager can sort us out there . We said no. You just want us to move so you meet your times with drive through orders but you haven't provided us with what we want so we will wait here. I know it sounds silly but i was annoyed by this point. Manager came to window addressed us rudely, tried to say she was trying to help us and it was our fault we didnt check our order when we paid but if the staff repeated 2 cheeseburgers after we said it i assume she put 2 cheeseburgers through. Also she didnt ask us to check ouorder on the screen which usually they do. So we didnt think to ask to check either. After a few exchanges of words told the manager told us to leave and closed the window. All good, we have never been to this maccas before and wont ever try again. I did feel a bit bad for being rude and thought I possibly overreacted but reading other comments i have nothing to worry about. Horrible customer service here definitely will...

The worst McDonalds experience we’ve ever had. Made 2 separate orders and 1 with wrap with just chicken and lettuce they messed the order up and gave only lettuce on the wrap including the bottom bit of the iceberg lettuce which is uneatable. With the second order their machine said that food had been paid for waited 20 minutes to just find out after asking about the order and finding out that it was apparently pending at the front despite going through at the machine and getting the order ticket number so machine had malfunctioned. Had to re-do our second order at kiosk again and had to wait another 20+ minutes for food and coffee again only for them not to include a wrap and as well as sauces and food was barely even warm. Waited another 15+ minutes for the missing wrap to be made. Some of the chips were also not fully cooked enough. Very rude customer service which also includes team members swearing, dancing and mucking around (play fighting each-other at times). Someone who wasn’t trained in McCafe was there being shown by a co-worker how to make an order and asked if it was soap or milk and the co-worker said that’s soap. Very extremely poor service overall. Would give zero stars on everything if it was possible. In total waited about an hour for food to be made somewhat correctly (got there at about 9:45pm and after all the waiting left after having the horrible meal at about 10:50pm on 29/6/23. Some of the tables were also dirty and out of all the ordering machines only 1 had receipt paper in it. Don’t think we’ll ever come here again. Seemed more on the delivery meals such as Uber eats than the customers in-store (the store wasn’t busy). Make sure you check your orders before leaving because it’s highly likely wrong or...