McDonald's — Restaurant in England

I am writing to formally raise a complaint regarding a recent order I received from your tilbury store on delivery service on 12/03/2025. The food arrived cold and was not fit for consumption. When I called to address the issue, I spoke with a staff member named Olaf, who was not only rude but also refused to provide a refund and then hung up on me.

Under the Consumer Rights Act 2015, consumers have the legal right to receive goods that are of satisfactory quality, fit for purpose, and as described. In this case, receiving cold food fails to meet this standard. Furthermore, under Section 20 of the Consumer Rights Act, I am entitled to a full refund when the product is not as promised. The refusal to provide a refund directly violates my legal rights.

Additionally, the Consumer Protection from Unfair Trading Regulations 2008 prohibits unfair commercial practices, including poor customer service and failing to address legitimate complaints. The way my complaint was handled—being dismissed, refused a refund, and having the phone call abruptly ended—falls under unfair business practices and unacceptable customer service.

I expect an immediate response regarding this issue, including: A full refund for the unsatisfactory order. An internal review of staff training on customer service and consumer rights. A formal apology for the unacceptable treatment I received.

If I do not receive an appropriate resolution, I will have no choice but to escalate this matter further to Trading Standards and consider reporting it to the Consumer Ombudsman. I hope to resolve this matter amicably and look forward to your...

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I had to wait 40-45 minutes for my food and still had to go back in for a box of 20 nuggets where i was told that I had to wait which made my the rest of the food cold. I had to get back to my kids as this was a treat and as I don't get many hoildays with the work I do, which annoyed both me and my family. When I finally got home the boxes the food came in were broken and the food looked like it was just thrown into the boxes and bags. The food was okay at best with some things being not what I ordered such as a strawberry milkshake but it was banana and with some things not being included at all such as missing dips. This has happened multiple times and I say it is just pure laziness. Things need to be done to fix this as I'm not happy with the service, I know I am not the only one dealing with this. There have been cases with rude staff members and the overall work ethic is shocking. I hope something is done about this as it makes at an unwelcoming and undesirable place to eat. This happened on the 17 of October. Thank you...