McDonald's — Restaurant in England

ACCESSIBILITY NIGHTMARE!

My fiance and I stopped here on our road trip to charge our car at the EV chargers. My fiance is disabled and cant walk very far without pain so we took her wheelchair to go to the restaurant as its too far to walk from the EV charging to the entrance. When we get to the main entrance we are met with a set of stairs and no visible ramp. I noticed a very small and hard to notice sign which was partially covered by a sticker saying "accessible route". We had to squeeze past the outdoor seating and bike rack which doesn't leave much of a gap to get a wheelchair through. Turn on a very tight corner on the path, then go down a narrow sloped path to find the doorway. My partners chair wheel nearly slipped off the raised curb from how narrow and sloped this path is, if she had slipped she would have fallen into the parked cars and hurt herself very badly. We then had to fight to get spun around to get into the door, again, a steep slope to get into the facility.

Once inside, yes there is plenty of space to move a wheelchair around. The disabled bathroom is not clearly signposted and is hard to see behind the food ordering screens and crowds of people near the collection counter. We had to be told where the bathroom was.the bathroom is supposed to be locked with a radar key but staff asked the door to be left open which defeats the purpose of the radar key.

My partner and I both have autism and this caused us both to have severe sensory overload from the loud music playing and the staff who were talking loudly and aggressively to each other.

The food was fine, our table was clean. But by the time we left, my fiance was so embarrassed and frustrated with the accessibility that she chose to walk down the stairs instead of using her wheelchair, causing her to be in great pain. There is no excuses for lack of accessibility. Mcdonalds refurbishes their restaurants every so often to change the colour of the walls and chairs, but can't flatten or widen a pathway for wheelchair users and add some clearer signage for accessibility.

What would my fiance have done if she couldn't walk or stand at all? What if I wasn't with her to help? She wouldn't have the strength to push and steer herself on that steep sloped pathway. We should not be so ashamed and frustrated to the point that we are putting ourselves through pain or having to go in the way of cars to get in and out of your restaurant. My partner has been left feeling embarrassed, like a burden, and not wanting to go out in her chair again because of...

Disgraced by the team and service at this establishment. Attached below is an email sent explaining our situation. Hello, I am writing to you to utmost disgust with your management team and handling of an order just placed at Marketon Park Derby on the 25/09/2022. After waiting over an hour we were contacted to say there were no chicken nuggets and so we would have to cancel our whole entire order. This wasn’t possible due to the money for the order already processed. We then had a conversation with a member of staff (name believed to be Emma) who was audibly rude to us explained nothing could be done and actively saying “fuck this” before ending the phone call, i find this language towards a paying customer to be vulgar. To this we had to personally phone to chase up our order before the same staff member handed us over to a manager. After it was explained they could in fact manually change the order from chicken nuggets to chicken selects we had full hope in your service as always. The order was then delivered after a further hour making the total for this order past the two hour mark, to find the order was devastatingly wrong. We were missing a mayo chicken from the order in addition to a large coke zero being order and a small coke zero being sent. To add to this huge mistake there was a specific request to remove ketchup from the large quarter pounder meal order, this was not adhered to. I am appalled at this having an allergy to ketchup had this not been checked by myself before eating i could be in serious harm. By the time everything came to us after such long wait it was cold and stale. I then rang to explain this directly to members of staff, who claimed there was nothing they could do to resolve this issue. I want to make a formal complaint not only about the rudeness of the staff spoken to the the poor and careless standards of said order. I hope this is taken with more respect than that encountered by the staff at marketon park.

Sincerely a very...

McDonald's have really tried to improve their system and on most occasions they get it right, but just the other day after we had got our food, a very elderly couple sat down together, (Bless them, they were so adorable) and started waiting for their order. By the time we were almost done, (so maybe getting into at least 25 mins later) I was starting to feel really bad for them, so I leaned over and complimented them on their get up (as they were dressed impeccably, from clothes you could tell they've kept pristine since probably beyond the 60s.) Anyway, if you're not bored by my little story yet, I then said, "you've been waiting a long time..." In which they replied that 'it was busy' because it was. It was a really nice day!! I said to them "You must be famished, and definitely in this heat, needing a drink?!" And what the dear old gentleman said next nearly made me cry... He said "We only ordered a cup of coffee"...... And no word of a lie, it was as if the whole room went quiet and my body just went numb. I looked around at everyone receiving their food and stuffing their faces, and the hostess at this point had already been to us twice already... Yet this this couple that were approaching 90, who had used the automatic system, (which I was quite impressed with) had just been forgotten. So I looked around for the hostess, and told her that they had been sat there for over half an hour with no order and no help, and it was not really acceptable. So she went to get their drinks, the gentleman then asked me how to use the little sip lid or how to take it off, so I showed him and they got on with it and thanked us for helping them. By which time we then left. FYI the reason I told this story is because firstly, I think it's important that businesses pay attention to EVERYONE and not just have "rose tinted spectacles on" as it were. And secondly, that if we all started noticing and HELPING each other out, the world would become a much happier place to live. Thanks...