McDonald's Ballito Junction — Restaurant in KwaDukuza Local Municipality

The unacceptable service and food quality my family and I experienced at your Ballito Junction branch on Thursday, 7 August 2025 at approximately 18:43.

I placed an order for four Snack Burgers, only to be informed after paying that there was no lettuce available. I expressed that this should have been communicated before the order was placed and asked how McDonald’s intended to compensate for the missing ingredient. The cashier then called the shift manager on duty, a lady named Silindie (who refused to provide her surname). She offered, without any apology or courtesy, a medium fries as compensation. Her attitude was cold, unwelcoming, and displayed no customer service etiquette whatsoever.

While waiting for the order, I noticed the staff member preparing our burgers was not wearing gloves. There were blue gloves visibly hanging nearby, yet they were not being used. When I raised this with the manager, she stated that “all McDonald’s do not wear gloves when preparing food anymore” and that gloves are only used when handling frozen items.

When our burgers were finally served, I was shocked to see that they appeared over-fried in what looked like unclean oil and had a rubbery texture. Even the medium fries, although offered as compensation, were handled poorly. No ketchup was provided with them initially, and when we requested it, it took approximately three minutes to receive just a single packet for one medium portion of fries. This was given by the manager on duty, who, of all people, should understand that condiments should be served with fries as a standard practice. Whether the item is complimentary or paid for by the customer, it should be prepared and served with the same care, quality, and accompanying items as any other order.

The burgers my children received were in the same condition. I opened mine and my husband’s burgers and found the same poor quality. My husband returned to query this, at which point the manager, Silindie, admitted that “when she came on shift, she was told the oil was old.” She looked at the burgers he brought back and confirmed the oil was old, yet the chef who prepared them claimed to see no problem with the burgers at all. Despite this acknowledgment, the manager made no effort to rectify the problem. Another staff member attempted to assist, but the manager refused to take further action.

The poor service and the state of the food were so off-putting that other customers who overheard the exchange and saw the burgers chose to leave without ordering. You may verify this by reviewing the store’s camera footage.

This entire experience was deeply disappointing and wholly unacceptable for a brand of McDonald’s reputation. The lack of professionalism, disregard for food hygiene, and poor management conduct are alarming.

For context, my family and I live in Kuwait and are currently in South Africa on holiday. We have visited McDonald’s outlets in several countries around the world and have never before received service or food quality of this low standard. We did not expect such treatment from a global brand that prides itself on consistency and customer satisfaction, regardless...

I am writing this out of frustration and disappointment following the appalling service I received at your McDonalds ballito junction branch on the 07/11/2025.

During my visit, I placed an order using the self-service kiosk, and while processing the payment, the machine glitched. The payment went through successfully on my FNB account, but it did not reflect on your system. Despite showing proof of payment, the staff refused to provide my meal or issue a refund. I was told by the manager, Aichona, that the amount would automatically reverse into my account within a few days. It has now been three days, and nothing has reflected.

I contacted FNB, and they confirmed that the transaction was successfully processed and cleared from my side, meaning the issue is entirely on McDonald’s end. What’s even more frustrating is the complete lack of accountability and assistance from your Ballito staff. They were unhelpful, dismissive, and showed zero concern for resolving the matter. As a regular customer, I am genuinely shocked by this level of service. It is unacceptable for a reputable brand like McDonald’s to treat paying customers this way withholding both the meals and the money, with no resolution.

I demand that this issue be investigated and resolved immediately. I expect my refund to be processed without any further delay. Please confirm the receipt of this complaint and provide an update on when I can expect the fund to reflect into my account as I’m not from ballito but Umhlanga. This experience has completely tarnished my perception...

Very very upset. We get to the store at Ballito junction. We are in a hurry and the self service machine was not an option. We look for the cashier, there is no one. We ask the staff loitering around and they don't know. No 1 will help! I Mean NO ONE will help! The lady from the kitchen says call the lady from the counter at the door. We call her and she says no can't help you. I ask her for her name and she ignores me, I asked her again and she turns her back and walk. Eventually she says im not the cashier there's the cashier here. All this time we dancing around the shop looking for assistance and the cashier is sitting in front of us, watching us as she has her meal. So you do not have backup cashiers or people to assist? Maybe friendly happy staff who cares about customer service? I'm so in absolutely disbelief that McDees service is gone down the drain. Mcdees used to be 1 of my favorites but NEVER again! This was by far the worst experience ever!! Thank you Mcdees making understand that's there is no better place than home for a good meal!!!THANK YOU Again and please I do not want...