McDonald's — Restaurant in Victoria

It was clear that the staff were completely overworked for the time of day (~12pm). I understand that it is still hard to find people, but surely being as short staffed as they seemed was not because of someone calling in sick, but a rostering issue.

I ordered 3-4 minutes after my wife using our app codes at the kiosk to both get points. I got my food a conservative 5 minutes before she did. My 4:1 meat was burnt, and I'm not sure if the recipe has changed, but 5 pickles on a double quarter? Cold chips, the usual for this restaurant, so no suprise. I will say that my coke was full and actually had good syrup and was carbonated, which is not my usual experience here.

Dining room.... as I stated before, not enough staff were on to make and serve food, let alone clean the tables, change bins, and sweep the floor of the copious amounts of fries on them. There were overflowing bins with spilled soft drink on the floor in front of them... the list goes on.

In reality, it all came down to the appearance that the store just didn’t have enough staff on to cope with a Saturday peak period. I didn't actually sight a manager of any description during my time today. This could have been due to them being out in the kitchen though. A serious look at the rostering for a Saturday peak in required.

I hope this feedback is taken on board for what it is. I regularly attend the store and this was unusually, even more unsatisfactory experience than normal for Warragul McDonald's. This store clearly does not have the capacity to accommodate the volume that it is expected to service and I see the team here doing their best on most occasions to keep up. There is a bigger issue here than just the staffing...

On the rare occasion we get everything we ordered through the drive through, the fries are always cold and undercooked. Twice we have had deliveries that were a nightmare. One just kept pushing the time back, until after an hour and a half we cancelled and had to wait 3 days for a refund. Another time we ordered at 6.30, and after pushing the time back constantly, and many phone calls, a car pulled up at 10.30…the girl only delivered our drinks, then went and sat in the car in our driveway for 5 minutes. Eventually I went out to see if we were getting the rest of the meal, and she admitted she had delivered it to the wrong house. When I told her how frustrated I was at the whole debarcle, she said they didn’t have any drivers and she wasn’t even an employee of theirs, her sister was managing that night and asked her to come deliver it for them…yet in one of the calls I had been told they had 2 drivers on the road constantly delivering orders. I ended up going to the store myself, and the manager was dismissive, did not apologise, and when asked she promised she would get the store manager to call me the next day…it didn’t happen, which did not surprise me at all. They’re honestly one of the most disappointing McDonald’s I’ve ever had to deal with. Such a shame, as other stores can get it...

It seems that we don't prioritise anything here as the last couple of visits have seen the Thick Shake/Soft Serve machine in the middle of cleaning and it's lunchtime or dinner time. During peak hours you expect to be able to get a drink of your choice with your meal at least. However even when you do the word Thick Shake is just a poor excuse for a Milk Shake. Even when asked a second time are you serving Thick Shakes today to be told all our shakes are Thick but when you get it they are not, they are so runny water is actually thicker. Please remove the Thick Shake option or serve a Thick Shake but don't insult the customer because you fail to have everything organised in back of house. Maybe you should offer a Shake and a Thick Shake option but drop the price for the Thin Shake to $2 because that is all the Shake is worth. By all means have a Thick Option and charge your price but actually give the customer what they ask for. Regards extremely frustrated customer by the lack of professionalism this location has offered the...