McDonald's Jurong East 24 — Restaurant in Jurong East

My sister went on the McDonalds app to order 34 sets of meals to be delivered to a primary school nearby (within 10 mins walk from this McDonalds outlet) for a birthday celebration. Order was made on 6 September, to be delivered on 10 September, 315PM.

21 out of 34 sets of orders were not delivered as of about 330PM. We made the first call to McDonalds hotline, officer who answered said he would check and get back to us. No news after about 10 minutes. Made a second call to McDonalds hotline, another officer who answered said McDonalds is unable to find a rider for the order, asked if we would like to cancel the order. We said no, and requested for the order to be fulfilled and for the outlet manager to give us a call.

About 5 minutes later, outlet manager gave us a call and explained that there was no rider, hence the delay in the food delivery. Apparently the outlet manager who called just reported for duty and the previous duty manager (who was on duty till around 330PM on 10 September) did not hand over this issue to her and did not solve the issue before getting off work. It is unfortunate that the next manager who took over had to manage this messy situation without any proper handover from the duty manager and that the customer service officers over the phone had to manage a problem caused by the inaction of the duty manager.

We were very upset that there was no initiative from the duty manager to call us during the 45 mins wait of food delay, and that the best solution the customer officer could give us was to cancel the order (imagine the food waste and the disappointment for the birthday girl and the kids!).

The whole situation could have been avoided if the outlet duty manager did her due diligence. Even if it was time to get off work, she should have at least done a proper handover to the next duty manager. To the duty manager whose inaction aggravated the issue, it is very irresponsible to not hand over an unfulfilled order. I hope McDonalds can look into the matter and consider...

Ordered 2 drinks and 1 ice cream at 10:27pm, and only managed to get it at 10:49pm.

When we ordered, there was no queue. Eventually, everyone around was getting their orders.

About 15 minutes in, when we tried to check on our order, we were brushed off by the uncle saying “it’s not ready yet, we will call you when it’s ready”. There was no follow up afterwards and they continued preparing other orders.

After about 5 minutes, we got a lady’s help to check again, only then did we realised that they missed out on our order. Despite taking our receipt, no effort was taken to expedite our order for us.

After about another 3 minutes when we saw that our orders were not being made, we tried to rush for it, only for them to ask us where our receipt was. Apparently after we passed the receipt, they misplaced it.

When we asked for it to be canceled, there was a super rude auntie who said “aiyah I don’t know where la I don’t know la! ask the manager to settle I got things to do!”

Only when the manager came out did she pretend to tell another staff to not anyhow clear away her receipts when the boy did not even touch it (pushing the blame)

We are extremely grateful for the young male manager that assisted us because he got it to us within 1-2 minutes from him handling the situation, and also extended his sincere apologies. However, the service attitude should really be rectified because this is appalling and not of standard at all. They should not be out here showing attitude to customers when we have been polite enough to ask nicely a few times before we finally got frustrated. If they are not...

On 16/09, I ordered a buttermilk chicken burger meal with special request to remove purple slaw and xtra lettuce. Also ordered a mcwrap. Waited 20-30mins fo rmy food to be served, there was a huge chunk of purple slaw in my burger, no extra lettuce was added, then i realised, there was no pineapple. By the time i realised, i had alr eaten half of the burger. Can't believe you can miss out a whole piece of pineapple. My mcwrap order was also missing when served to me, i went to the counter to ask for my mcwrap, crew told me to go back to my seat, he will attend to me after. waited 10mins, nothing. I went to the counter again, then he just handed me the mcwrap. Couldn't have just handed it to me 10 mins ago? On 21/09, i ordered a hotcakes with sausage MEAL on mobile app, went to collect my order as i opted for takeaway, it was a 15min wait btw. I went back home, my hashbrown was missing. Used to think this branch of mcdonald's was the best, but my recent experiences have made me think otherwise. Wrote in to leave feedback via mcdonald app on 16/09, nobody got back to me about my buttermilk incident, then whats the point of the option for users to choose if we want to be contacted about our feedback? No effort...