McDonald's JEM — Restaurant in Jurong East

Subject: A Highly Disappointing Visit - Rude Staff and Serious Hygiene Concerns

I recently visited the McDonald's branch located at JEM around 3 pm today, to enjoy some ice cream. Unfortunately, my experience was far from satisfactory, and I feel compelled to leave a 1-star review due to the discourteous behavior of the staff and alarming hygiene issues.

Upon our arrival, my party and I patiently waited for approximately 10 minutes at the main counter, expecting to collect our ice cream. To our surprise, we were informed that we needed to proceed to the dessert counter located at the side entrance to receive our order because the machine was out of order. We complied, but upon reaching the dessert counter, we encountered yet another issue – there was no staff present to assist us. This left us waiting for an additional 5 minutes with no service in sight.

Finally, a staff member named Julaini arrived at the dessert counter, carrying a pail and a mop from outside. Our concerns for hygiene escalated when we observed her serving ice cream to a gentleman in front of us WITHOUT washing or sanitizing her hands. Given the nature of her role, which involves handling ice cream cones, I kindly requested that she sanitize her hands before serving us to ensure proper hygiene standards.

To our dismay, Julaini's response was utterly shocking. She replied, "I only touched the mop handle; I didn't use my hands to squeeze the water." Despite my insistence on the importance of hygiene, she adamantly refused to clean her hands before serving us. I made it clear that I would consider reporting this matter to McDonald's or the Ministry of Health due to the blatant disregard for hygiene protocols.

To our astonishment, Julaini reacted with absolute disrespect. She told us to "get lost" and directed us to complain to her manager inside the main counter. Furthermore, she refused to serve us and even threw the receipt back at us. Such a level of insolence and disregard for customer service is inexcusable and entirely unexpected from a McDonald's employee.

I spoke to her manager and although he was correcting her in front of us, she showed no remorse or the intention to wash her hands. She completely ignored his presence and continued serving the rest of the customers.

Having worked in the airline industry for nearly a decade, I can assert that I have never treated any passenger on board with such disrespect, no matter how challenging the situation. It is evident that Julaini lacks a fundamental understanding of customer service and prioritizes her convenience above the well-being of customers.

This experience has left me profoundly disappointed, and I sincerely hope that McDonald's addresses these issues promptly. In an establishment as reputable as McDonald's, customer satisfaction and adherence to hygiene standards should be...

A group of us are the regulars of this outlet JEM McDonald. We patronise very often and came to our attention that this has been numerous times that we took note of a manager (named Yu Xuan) did not conform to the company’s and SFA standards (refer to the picture).

Staff: (Yu Xuan) Do not meet the basic professionalism, in terms of customer service, uniform grooming and food safety which are the major breach in F&B.

He was seen very rude when serving us with no eye contact, impatient and talked to us very loudly and shouted across the outlet to the staff.

He was seen without hairnet (food safety breach) many times during our visits. This can be seen at the fries, drinks, counter, kitchen and lobby area while handling food and serving it to customers.

His uniform has no name tag and when his fellow colleagues told him about the hairnet and name tag, he gave them attitude and told them off, “it’s none of your business and I am a manager here!” at the counter area (which shows how unprofessional and why McDonald hire staff with NO standard at all). Other crews were seen without name tags too. What are the managers doing on duty?

He leaned against the counter and served the customers, what makes it worse was he touches his hair and handles food was also seen by other customers.

He was also seen with mask-off at the lobby area while serving food and arrowing his staff to do a lot of things (when clearly he is not even setting the basic standards and a role model for the team).

We were curious and approached the staff to ask, why is this manager (Yu Xuan) so special and not conforming to the company’s grooming and food safety standard according to SFA? - we were taken a back that his fellow colleagues said, he has been told many times but he can’t be bothered and only when HQ officers are here then he will pretend to conform to the grooming standards and wearing of hairnet.

This was seen in most outlets, the evening/night crew onwards, most of them did not conform to the uniform grooming standards, provide basic customer service and food were also...

Went to dine in here last 2 days with a friend, we asked a staff for curry sauce and the male chinese staff rudely told us to go to the counter to take it ourselves. I get that he had to walk up the stairs to serve us food and it was night time so I thought maybe he’s just tired, I let that slide.

Yesterday, I went to dine in here again with my siblings. Waited for an hour for the food. Customers that came later than us already had their food but we waited for the whole hour. I had to go down the counter to check twice. It took them so long to serve the food to my table. Ik its crowdy but customers that came later than us could have their food on the table but we still insist to wait.

An hour later food was served, they forgot 2 caramel oreo frappe. I approach a chinese female staff near my table and showed her my receipt in the mcdonalds app and she said that caramel oreo frappe is out of stock, and i told her that i had already paid for it. so she come up with a solution and ask if she could replace it with 2 mocha instead and bring it to my table, i ask my siblings they said okay. So i waited for another 15 to 30 minutes just for the mocha and she still didn’t come to my table. I had to go down to the counter again and approach the staff about my drinks. Guess what, the drinks were already long awaited and nobody bring it to my table and i went down to take it by myself. Whats the point of having an app for table service then? And that’s not all! The frappe wasnt mocha, the staff said theres no more caramel so its just oreo frappe. At this point I am just like whatever lah just give my drinks I don’t care anymore I just want my drinks. They should have stated in the mcdonalds app that caramel oreo frappe is not available. I’m upset, and disappointed with their service. Go here at...