McDonald's — Restaurant in England

Hi,

As background, I’d been in the above McDonalds Drive Thru, a couple of weeks before my visit described below, and got a Quarter pounder meal with no cheese, but got a little way down the road and found it had cheese on. So I returned and the guy in charge apologised and changed the whole meal because it would have started to cool while they made me a new Quarter pounder with no cheese. Again he said sorry. No problem, no complaints.

I visited the above store on Friday, 11th February 2022, at about 14:15-14:30, and ordered a Quarter pounder meal, with no cheese. I was going to use the Drive Thru, but it was busy so I thought it’d be quicker to go inside and order. When my order was called, I went to collect it and thought after my previous visit I’d better check the Quarter pounder had no cheese. Unfortunately it did so the woman, a supervisor or manager due to her wearing a white shirt I assume, took the Quarter pounder and showed it to the chef’s and told them to make me a new one. No apology at this stage. Meanwhile my fries and normal hamburger were sat on the counter cooling down. After some 3-5 minutes, the new Quarter pounder arrived, so I opened up the carton and noticed a big “bite size chunk” out of it. I called her over and said what was this? She said a bit of the hamburger must have fallen off. Again, no apology. She said she’d get another one made, I said forget it, I want my money back. She then got the cash and only gave me the money for the Quarter pounder itself, I said no, I wanted money back for the whole meal, which she begrudgingly gave me.

I complained to her that at no stage had she made an apology, or even offered to replace part of the remainder of the meal that would have cooled down whilst they remade the Quarter pounder. Her response: “I’m not going to stand here are and argue with you”.

Whichever Customer Service Training or Charm School you’ve sent her on, has not worked, and I’d try and get your money back. She was surly and arrogant. It would seem the word apology was too much for her, as well as not having the decency to offer replacements for the other items that would have cooled down.

Shocking...

Ordered June 23rd at 8:31PM.Appalling, slow service from staff on duty at this time who stand around chatting or messing about (including "managers")! Staff on duty spend most of their time chatting, and managers stand around the corner making silly noises. Even another member of staff seemed to wonder how that person became manager (because we can hear and see everything you do in the kitchen). We ordered a few items that should take 10 minutes AT MOST to make (bear in mind it wasn't even busy) and it took them about 30 minutes with seemingly no progress on anyones orders. This is unnaceptable! I waited 30 minutes for them to somehow undercook fries. How??? Watching staff they seem to move at a complete snails pace with no care for their job. How come everytime I go to Japan they consistently get me food in less than 2 minutes, 5 minutes at most? This has been an ongoing problem at this place for ages, new staff everytime always stand around chatting and messing about instead of working. Looking at how the staff behave, I fancy my chances at getting a job there myself, because they seem to hire just anyone that doesn't really want to work! The lot need sacking if they want to spend their time in work not working. Absolutely fed up with the length of time it takes to get food now, this is fast food for snails. Sort yourselves out you don't want me to start complaining in store to your higher ups!!! I will make an attempt to find out who I can email complaints to, If I can I will annoy them until they take action because quite frankly I am fed up with waiting 30 minutes to an hour to get a simple meal a child can cook, it is a joke. I hope I or anyone else never has to come to this location if they...

I’ve seen a fair few changes in the world, and I must say, my recent visit to McDonald’s was one of the most pleasant surprises in a long while.

A young gentleman named James made the whole experience a joy from start to finish. Not being too familiar with all these new touch screen machines, I must admit I was a bit hesitant, but James came over with a smile and kindly guided me through how to order. He was patient, respectful, and made sure I understood everything.

After placing our order, he cleaned our table, which he personally wiped down, including the seats. That kind of thoughtfulness is rare these days.

What really touched us was how attentive he was during our meal. He checked in with us a few times, never intrusive, just making sure we were comfortable. When my wife accidentally spilled a bit of her tea, James noticed straight away and brought over extra napkins before we even had the chance to ask.

We truly felt cared for, not rushed or overlooked like you sometimes do in busy places. It was more like being served in a cosy café than a fast food restaurant.

We’ll certainly be back, especially with the grandchildren. We heard they do face painting on weekends for the little ones, which I’m sure they’ll love. It's lovely to see a place that caters to all ages, young and old.

Many thanks to James and the team. You...