McDonald's Pantai Sentral Park DT — Restaurant in Kuala Lumpur

I recently visited the McDonald’s outlet at Pantai Sentral and, unfortunately, the service quality remains below expectations — in fact, it seems to have declined further.

I placed my order around 6:00 p.m. and opted for counter collection due to past experiences where specific chicken portions were not served as requested. Since there’s no option in the system to indicate customer preferences, I personally informed the crew that I would like chicken thigh and drumstick pieces.

The staff informed me that drumsticks were unavailable and offered thigh and breast meat instead. I asked how long it would take for a new batch of drumsticks to be ready, and they said about 15 minutes. I agreed to wait. However, I was not offered the option to take the available thigh first and receive the drumstick later — a small gesture that could have shown better service initiative.

After waiting 20 minutes, I returned to the counter and was told the chicken was “just fried” and not yet ready. I requested for it to be sent over once done, which the crew agreed to. Another 10 minutes passed, yet no order was delivered. Disappointed, I returned to the counter to request a cancellation and refund.

The same staff member called her manager to process the refund. I took the opportunity to explain my experience to the manager, but he neither acknowledged nor apologized — instead, he processed the refund silently. The lack of engagement or basic courtesy from the person in charge was extremely disappointing and unprofessional.

I also noticed that each time I visit (roughly once every two months), the outlet seems to have an entirely new team. This high staff turnover could explain the inconsistent and declining service standards. It’s a pity — the outlet offers a pleasant environment with good parking and seating areas, but clearly, investment in staff training and retention is lacking.

I truly hope McDonald’s management will take steps to improve staff engagement, consistency, and accountability at this outlet, as the current experience does not reflect the brand’s...

I recently visited McDonald's, hoping to enjoy a quick and satisfying meal. Unfortunately, my experience was far from pleasant, as the slow service left me frustrated and dissatisfied.

From the moment I entered the establishment, it was evident that efficiency was not a priority. There were three ordering kiosks, with only one available (2 are faulty). Witnessing the inefficient management of such a renowned fast-food chain was disheartening.

THE ORDEAL WAS FAR FROM OVER once I finally reached the counter to collect my order. The staff seemed overwhelmed and unorganized, struggling to process orders in a timely manner. Their lack of attentiveness was evident as orders for table service were not sent (I told the patron his food was there, and nobody was sending it). It was clear that the training and supervision of the employees were severely lacking.

As I patiently waited for my order, the minutes turned into an agonizing eternity. The promised fast service was nowhere to be found. The inefficiency of the staff reflected poorly on the McDonald's brand. Finally, when my order was ready after repeatedly asking for the status, I was presented with my to-go and a drink (which has sat in the open for 30 mins) which I promptly refuse and request for a new one. Time is taken to leave the establishment: 40 mins for takeaway

P.S: I’ve experienced their bad service multiple times, but given that they are newly opened, the benefit of the doubt is given, but months have gone by, and it seems that is...

always out of product but they do not mark it on the app/kiosks themselves resulting in having to change the product itself, happened three times already and it's honestly so annoying

i paid 20 bucks for a set but they offer me something worth 12 since what i paid for is out of stock, so my 8 bucks just magically disappear? too inflexible man, i get that you have to match what i paid for with something is similar but you are LITERALLY short changing me by giving me something less - you know you could just avoid all of this if you just UPDATED the stock on the kiosks right?

refund process is archaic too... who uses pen and paper in this day and age? and why am i being asked to fill out details like i'm filling out my particulars to work at mcdonalds??? they reached out to me later to confirm and ask for my particulars AGAIN... so what happened to the details i filled out earlier? absolutely disorganised

no compensation for the inconvenience i faced too (unlike other branches)

food was fine, service needs to be better since noone knows how any of the upper processes work and just guess, which comes off as being dishonest and i feel like i'm lied...