McDonald's — Restaurant in Tbilisi

Dear McDonald’s Customer Service,

I am writing to formally express my dissatisfaction with the service I received at your Rustaveli outlet in Tbilisi.

On my recent visit, I placed a simple order consisting of two burgers and four nuggets. To my disappointment, I had to wait over 30 minutes to receive my food, which I believe is completely unreasonable for a fast-food restaurant. Despite standing at the pickup counter throughout and even following up with the staff, I was told my order would take “10 more minutes.” However, it soon became evident that there was a serious lack of coordination between the kitchen and the pickup point.

What added to the frustration was seeing several customers who ordered after me receive their meals and begin eating while I continued to wait. Eventually, I had to approach a different staff member—who appeared to be a supervisor based on her uniform—only to be told that I would need to wait again. It then became clear to me that my order had been entirely overlooked or missed.

This experience was extremely disappointing and reflects poorly on the operational management and customer service standards of your Rustaveli branch. As a global brand known for efficiency and consistency, I expected better.

I hope this feedback prompts a review of the service protocols at this location to ensure no other customer faces a...

Today, we were on holiday in Tbilisi with my dad and wanted to eat something at McDonald's. We bought 2pcs large BigMc Menus. They served us at the table. However, there was no ketchup or mayonnaise on either the burger or the side. After receiving the food, I asked for ketchup and mayonnaise again. They said it was extra. I said okay, but at the cash register they charged me 7 Lari. I thought there was a mistake and explained that I wanted the small ketchup and mayo. They said it is 7 Lari again. I was very surprised. Trying to sell ketchup and mayonnaise with only a teaspoon of sauce for 7 Lari is unbelievable. I paid 43 Lari for 2 large Big Mc menus because I didn't want to feel like a fool, so I opted out. We had to eat a burger and chips with no sauces and no ketchup or mayonnaise. It was the worst McDonald's experience I've ever had. I do not recommend this...

The worst McDonald's I've ever been to. The waiting time for an order is very long, so you definitely can't call this place fast. Several times they failed to put the order together correctly. Of the most recent: ordered a mcbreakfast with 4 DIFFERENT burgers. There was no people in the restaurant, I was the only one waiting for the order. They only put 2 burgers on the order. Ok, good thing I noticed, they put in 2 more, didn't apologise. Ok. At home, I discovered that all 4 burgers were SINGLE, even though they were packaged in different wrappers. The staff do not know how to use the screen on which the orders are displayed, they just skip them, because of which then can not properly collect the order and this is in a restaurant in the...