McDonald's Head Office — Restaurant in Gauteng

To whom it may concern

I am highly disgusted with service I received from McDonald's Springs on the 5th of September 2020. After placing a delivery order at 17:41, was advised that my order would be arrive between 19:15 & 19:30. Not happy with the delivery time we decided to snack while we wait.

Due to my delivery not arriving on time, I decided to call the restaurants in my area. This is when I realised that the telephones were not working at McDonald's Springs. This is when I contacted McDonald's Springs Mall. I spoke to a pleasant lady that ad used me sshe would try and contact someone at the Springs branch for me. After 15 minutes with no comunication, I decided to drive to McDonald's Springs, to collect my own food.

Upon arrival at the restaurant we found the doors to be shut, and was informed that they were closed. Behind me was a queue of vehicles with disgruntled occupants, agreeing with the terrible service. Eventually the gentleman at the door said I must look for the manager outside and that her name is Mpho. After finding her we were escourted into the store and was advised that she would personally prepare our order. After another 8 minutes my order was in my hands.

We then enquired how I would be reimbersed for my travel cost incurred to collect my own food. This is when we were informed that we would get the total invoice refunded. We were also informed that Mpho would contact the accounts department on Monday(7th September) and inform me of any developments. After calling Mpho on Monday myself, I was informed that she has given the request to the accounts department and is awaiting feedback.

After waiting a few days to see what transpires, to my dismay, my account was debited with the exact amount that was supposed to be refunded.

Bottom line is that McDonald's is incompetent. Simple tasks cannot be followed. Every time I have to make a phone call or send a mail or drive in my car. It is always my time that is consumed, when in actual fact, I am not on Mcdonalds payroll. I have now spent more money than just a meal or just a service.

This is unacceptable. I will also have to now follow up on my refund. I would like to speak to a person with authority, as Mpho cannot solve my situation? Bottom line is I would like to be reimbursed for McDonald's...

Me and my husband was walking into McDonalds at round about 11:00 ish on Wednesdag 30/03/2022 the reason I give you the exact time is that you check the cameras please. NWABISA was standing behind the one counter doing nothing and SIVENATHI was standing in front where the customers should be standing at the other counter playing on her phone. We were the only cusomers at the counters. When we walked to NWABISA she said we must pay at the other counter for some unbeknown reason. Well the other counter had no one behind the counter and only SIVENATHI KANYE in front of the counter playing on her phone during working hours in the shop front on the floor where the customers are. Not helping us, or wanting to help us. NWABISA came out from behind her counter and I saw this hugely overwaight person with the most tightest mini skirt on, the fat is climbing out on top and underneath the skirt, it looks like she is working on a street corner somewhere, but infact she is emplyed by McDonalds and I hope this is not their dress code, because I am feeling "naar" all of a sudden. She came and stand in front of us, taking SIVENATHI's phone and played with it. My husband ask her if we can pay and she said we must call someone, he said ok, please call your manager, she looked him in the eye and walked off in the opposite direction. The manager ALAKHE came out and we explained to her and she said she is sorry, I said is this all you are going to do about this and she said I am sorry, I said well then I will have to put this on social media. Then she said she will cc me into a email because this is not how McDonalds customers should be treated, I am still waiting for the mail. SiVENATHI you should work in the background where you dont work with the public, you cleary have bigger issues than yourself, and that already is big enough. You should wash dishes or fold serviets. You are a disgrace for McDonalds, it doent help the shop looks nice inside and out but you are there. Please let her go and work for KFC she will fit right in. I want a personal appology from her, let me know when she is ready to appologise for her...

To Whom It May Concern,

I am writing to file a formal and extremely serious complaint regarding my recent experience at your Vaal establishment on 27/08/2025 at approximately 16:15 . The level of service I received was not only unacceptable but also reflects a profound failure in basic customer relations and professional conduct.

My visit was prompted by a specific advertisement for App welcome promotion : ID500229991 and ID :500249409 that was prominently displayed in the restaurant and on the app as available . To my dismay, upon attempting to order, I was informed that this advertised item was not available only after I made the purchase and order . This is a clear case of deceptive advertising, misleading customers and wasting their time.

The situation was then compounded by the genuinely appalling behavior of your staff. Their customer service was nonexistent, and their demeanor was consistently rude and unhelpful. Specifically, a staff member rolled their eyes and spoke condescendingly and refused to make eye contact and ignored my questions. This type of conduct is not only unprofessional but also inappropriate for anyone in a customer-facing role and is a direct representation of your brand and its failures.

When I attempted to resolve the issue by either receiving the items I had paid for or a full refund, the staff member flatly refused. Despite the order not being fulfilled to my satisfaction and the complete lack of a positive experience, they were unwilling to rectify the situation. This refusal to provide a refund for items not received is completely unacceptable and frankly, a matter of principle and against the law and should be referred to the industry ombudsman.

I expect a prompt and thorough investigation into this incident. I require a response outlining how you intend to address this. I have a receipt for your reference and a crew ID : 191 - KHABATSWANE MAHLANGU, RESTAURANT #1970709 VAAL MALL

I look forward to your immediate attention to...