McDonald's Old Fort Rd Drive-Thru — Restaurant in Durban Central

I was at Old Ford branch today, the experience I got today was not a pleasant one. I am really disappointed and furious about the managers handled the situation even the involved staff members no remorse at all. I orders and when I finished my meal the guy (staff member) came to me I won't disclose his name due to POPI ACT, asked if he can take my tray info I could not answer as I was on the call. I decided to ignore him, he insisted to a point that he took it without me giving him a go ahead. After sometime hw returned a pen to me without an earpod which as places on the tray. Because he came while I was still on the call he couldn't ask. After finishing with the call I called any staff member (guy) to close to me which I was under the impression it was him, I found out it was a different one. I asked him if there is another guy who is on duty today I probably took my earpod by mistake the guy (staff member) said he will ask him. He did ask him , instead of the one who was assisting me to come to hear about the matter she decided to hide. I then decided to go to speak to him, the way he responded to me I didn't like it as he thought that I was accusing him but it was just a pure ask. I then asked to see the manager which she came but the guy narrated the case first which he didn't share everything I have to correct him. The manager asked if I want them to check the cameras I said yes. The guy who took the tray went out with another one to check on the plastic bin which was already outside. Another manager came to me even her approach was not good for someone who works with customers, and in leadership position. She said what the guy (staff member is doing outside is not allowed they shouldn't check on the bin. I asked her what must happen to my missing item I didn't say they should go and check but all I want is my missing item as he was the only person who came to my table. I could see that the whole staff was discussing the whole situation that is why she couldn't even find an appropriate way if handling the matter and she left me like that as someone who is accusing me as if I was telling a lie. The first manager whom the case was reported to she also came to me said that the guy is telling another story which is not aligning with mine, I corrected the manager that no it's your staff members who reported to you a wrong version what he was saying it's what I told you. The manager ame with the approach of assuming that I was accusing him later. But initially they seem understanding but when they went back to thier offices itvsen that they discussed the matter and came with a wrong understanding of why I was asking the person to cleared my table i decided to leaves even before finishing the second order I have ordered after the incident, one manager shouted at me while I was making my way Infront of the staff that was by the counter and few customers who were by the front area. I have never been humiliated in my life like this. I was angry to a point that I was speechless may please prioritize training your managers on how to handle the situation like this in future without making the customer felt misunderstood or judged and being humiliated. I deeply hurt. I won't go there anymore and I will tell my family and my circle about the situations. This was a gift to me to lose like that...

The quality and service of this branhh has steadily declined over the years. This was the first branch that opened in Durban in 1998 and the quality of food and service is incomparable now.

On the most recent visit. I ordered drinks 2 Mango frappes and two super-sized fries. The order was place in the drive-thru and took about 20 minutes to be sent out.

After placing the order and drive to the pay window, the manager was having a conversation with another employee at another workstation by shouting at them from the pay area. The part of the conversation that I heard was him telling the staff that he would not come to them because he was tired and sweating. Im certain this was the manager because the conversation was continued and the person saying this was wearing the manager uniform and had a manager tag. Not the ideal thing to hear from the people handling your food.

The fries were limp but warm but definitely not fresh. The Mango frappes were not at the usual standard you get from other branches. They were extremely under sweetened and mostly tasted of ice. I went through the drive thru again and informed the manager of the problem. He took the drinks in and said he would sort it out.

We received the new drinks 10 minutes later but there was no change made and we left.

I would probably not visit here again even though this is the most convenient location in the Durban area which is sad because it's just convenient to stop there on the way out of the Durban area. Furthermore, the service offered from this place definitely needs to improve and the quality of food made here needs to improve too.

I would recommend driving up the road to the Berea...

I requested to know available stock of a promo product in advance before placing an order. I was advised that there is indeed stock and quantity available. After my meal was delivered, the staff advised that the quantity I wanted is not available. The manager, whose name is apparently Shaun Ngcobo, happened to be near our table at this time. Instead of trying to find a solution, he kept repeating like a broken record, that they don’t have it. He was totally arrogant and rude. Another staff member/co-manager, came to talk to us and after telling her what happened, she said not to worry, she will fix everything. Which she did and commendably so. She even found the promo product. So how did she do that if there was none available as the first manager had said? The whole experience was absolutely distasteful. This McDonald’s was the first to open in Durban. We’ve been ordering there from before that guy was even alive! He is truly a disgrace to the customer service sector. McDonald’s, do something about that manager, really. He is definitely not meant to be in the frontline with the pathetic...