McDonald's Kuchai Lama DT — Restaurant in Kuala Lumpur

I had an absolutely terrible experience at McDonald’s Drive-Thru Kuchai Lama, and I feel completely frustrated, disappointed, and angry.

I went through the drive-thru expecting quick service, as you would from a fast food restaurant. After placing my order, I was asked to park and wait—with no explanation of how long it would take. I assumed it would be a few minutes, but minutes turned into 30 minutes of just sitting in my car, waiting.

No updates. No communication. Nothing.

After waiting way too long, I finally walked inside to check on my order. The staff were all busy doing their own thing, completely ignoring me. I stood there for a while, expecting someone to acknowledge me, but they just continued avoiding eye contact like I wasn’t even there.

When I finally managed to get someone's attention and asked how much longer my order would take, they casually said, "Ayam goreng still frying, another 3 minutes."

At this point, I was already frustrated. But fine, I waited.

Another 5 minutes passed. I went inside again, thinking my food would be ready by now. But no, they were still working on it. So, I asked again, "How much longer do I need to wait?"

And again, no one gave me a proper answer. They just ignored me like it wasn’t their problem. I had to raise my voice just to get a response.

By now, I had been waiting for over 30 minutes, and my patience was completely gone.

I told them I wanted to make a complaint. One of the staff pointed me to the manager, so I walked over and told her directly that I had been waiting way longer than promised and that the service was unacceptable.

Her response? "Apa? Kenapa?"—and then she completely ignored me.

At this point, I was beyond furious. Instead of listening to my complaint, she brushed it off and walked away, as if my issue didn’t matter at all.

I told her that I would be making a complaint online, and she didn’t even care.

And here’s the funniest part—when I tried to file a complaint on the McDonald's complaint portal, there wasn’t even an option to complain about this outlet.

So, McDonald’s, what now? Customers who have bad experiences at this branch just have to accept it because there’s no way to report it?

And after all of that, when I finally got my food, my burger was completely compressed, my fries were cold and hard, and after waiting so long, I didn’t even get a decent meal.

This entire experience was one of the worst I’ve ever had at a McDonald’s. If I had known from the start that the wait would be over 30 minutes, I would have just left and gone somewhere else. But instead, I was forced to wait without any updates, ignored by the staff, disrespected by the manager, and then left without a proper way to complain.

McDonald's is supposed to be a fast food brand. But with this kind of service, what's the point of calling it "fast food"? If the staff and managers don’t even care about customer service, how can they expect customers to be satisfied?

Absolutely unacceptable. Avoid this branch if you don’t want to...

I had very bad experience to share.

1. McDonald coupon redemption through MD apps by drive-thru. Agent assist me redeem one of coupon in Apps and states that "Only one vehicle can redeem one coupon only" (There is no such T&C and branch just made up new rules) -There is T&C states that coupon redeem per visit but there are no such T&C states that "Only one vehicle can redeem one coupon only" (Even manager comes out any states the this was agent misleading and will couch the agent in the future) -This whole above process takes me 30 mins and needs to go around and drive through again for another redemption took me about almost 1 hour to make just make 2 orders.

2. While drive-thru while make payment agent did not repeat the order or did not listen to what customer ordered. (Because agent is busy for taking another order) -I request there was two sundae request two choco, but after made payment and collect the goods comes with one is strawberry. -I request change strawberry changes to choco sundae but staff states the recipe states one choco and strawberry so they can not do anything. (this was thier fault that what customer request did not listen and ordered other thing but at collection point states receipt is print and not able to change) -This is not fair an doesn't' make any sense to customer. (It also happen to soft drink, request sprites but comes with coke)

I hope there will more improvement in the future as branch manager states.

But due to bad service giving one star review. -Service is life of McDonald's marketing but if continues like this never going to visit...

Firstly, your manager needs to bucked up, he/she should be frequently going down the floor and surrounding perimeter (Outdoor) to check especially with current situation under LMCO, no dine-in is allowed and you are relying on drive thru (take away), walk in (take away) and deliver service, you have two narrow drive thru road with one road is for ordering, paying and pick up, and another is for alternative drive thru, but your deliver/partner riders like to parked their motorbike on the alternative drive thru road side that is blocking cars going through, please tell your delivery/partner riders to park their motorbike at the designated motorbike parking bay. Secondly, your food served timing are not up to standard, again the manager fails to check on all the orders timing. My drive thru order takes about 20 minutes to be ready, my order is a Double Cheese Burger Set (L) and M&M Mac Chicken wit Apple Pie. I was told by the drive thru counter staff to wait in the car in front of the patrol station (Shell) and I had waited for 15 minutes, I decided to get off my car, to check what had happen to my food so long not ready, surprisingly I was told by the MacDonald Customer Service staff that my food is still in the process. What is your serving time standard for drive thru pick up? Manager,...