McDonald's Rotorua — Restaurant in North Island

Very disappointed,took granddaughter,treat to dine in,she wanted to play in the new playground. ordered from the kiosk,happy meal and 2 combo meals requesting table service.order arrived, only 1 out of 3 drinks and no fries. Thought rest of meal would follow, nope ask the young chap wiping tables, where the rest was, said proberly still bring cooked. we waited,nope still not hear,I asked him to check,he asked what was missing,I explained and gave him the receipt, came back without mising items, no apology no nothing I said take this tray back to the counter and get what we order,he had a couldn't care attitude,I said do the job your paid to do and loose the attitude. Finally arrived fries were hot,but now the rest of food cold.nit the first time at this branch, the complete order should arrive at the same time and all be hot. There appears to be a lack of checking and time management when collating orders. We ate and she played. I decided to go and observe the behind the scene operations,which can clearly be seen from counter area. And yup,staff standing chatting, laughter and no work,I took a video of this. Not good. Then only one young guy on floor cleaning and doing table service, I watched as next table serviced order was called and staff atback were mocking him. Could clearly be seen and heard. They money spent on upgrading the restaurant and play ground, certainly has not employed the staff to the same standard.real shame,I'd rather drive to Fairysprings where the smile and seem to actually enjoy their work.whislt we sat inside and ate our partly cold meal,2 separate people muttered on way out ...the slowest worst service.. Attitude and attention to details is important. I have also written to head office and will...

Over 60% Ice in Drink & Rude Staff Refusal to Help

I am writing to formally complain about the appalling experience I encountered at McDonald's Rotorua branch (Cnr Fenton & Amohau Street) on 14th April at 8:50 AM.

I ordered a Medium L&P with other combos. To my shock, over 60% of the cup was filled with ice, leaving barely any actual beverage. This is NOT "refreshing" – it’s daylight robbery.

When I approached the counter (a young white male staff member), he deliberately ignored me until I said “Excuse me” multiple times.

After explaining the issue, he sneered: “You’ve already drunk your beverage. We don’t do refills.”

When I insisted this was about fairness, not free refills, he ordered me to “leave the counter” without apology or solution.

Your customer service hotline later confirmed that McDonald’s has NO GUIDELINES for ice quantity in drinks, leaving it to “store discretion”. This is a blatant admission of systemic negligence.

I demand a public apology from the staff member involved + Full refund of the cost + immediate training for all staff on basic customer service and beverage portion standards.

Charging customers for a “Medium drink” but serving 60% ice is false advertising under the New Zealand Fair Trading Act.

Employees who dismiss legitimate complaints and humiliate customers should NOT represent your brand.

If this is not resolved within 48 hours, I will escalate to the Commerce Commission...

As far as McDees go a very nice shop in terms of aesthetics and space. Lots of areas to sit and the kiwiana is a nice touch in such a tourist centric place. Sadly my order was stuffed up badly, particularly the burgers. These had custom additions such as extra patties, tomato etc paid for however these additions were completely missed and not noticed until I got home to ear which was extremely annoying. When I went back the next day to report (and prove with one of the unbeaten burgers) it was very difficult to speak to anyone personally as they no longer man the front counter and rely on the self order stands. The young member of staff out front ignored me as he was apparently just training and unable to use the till. When he did finally fetch a manager, he only offered to remake the burger I had returned, nothing in respect to the other burger I had choosen to eat which had also been prepared without any of the extras I had paid for. When I did get my replacement burger 15mins after walking into the empty store, I was partially appleased with some free fries in my takeaway bag. Sadly a really annoying...