McDonald's — Restaurant in Great Yarmouth

I have been using this branch ever since it opened. We come regularly, 2-4 times a week for my youngest who has a complicated eating disorder which means there are only certain food tastes he can tolerate. Macdonalds chicken nuggets is one of them. In the past two months we have had the correct box of 9 nuggets, but have had mozzarella bites inside, and in the case of the 9 chicken select box, we had nuggets. We have arrived home to find chips missing, a McPlant missing, and on regular occasions, 6 nuggets instead of 9. I live 7 miles away and have lost count of the journeys back to exchange items or claim the missing food. The staff have always been helpful and apologetic until yesterday afternoon, when your manager - a young woman of about 19/20 - was extremely rude and had a dreadful attitude. I was told they would throw away the now cold nuggets and replace them with the 9 selects as per my receipt. I said we were happy to keep them if they were only going to be discarded. The woman did not speak to me directly but glared at me from the serving station and kept sending a junior member of staff back and forth. She told him to take the nuggets as there was a lot of money involved..??! I said that as part of customer services in hospitality it is standard practice to offer to replace the food BUT to also offer to either discard or leave the incorrect order with the customer. I manage a pub/restaurant/wedding venue and this is standard practice. Your manager did not have the courtesy to deal with me herself, and frankly I believe it was a bit of a power trip for her. The money I have spent in fuel alone going backwards and forwards from this particular branch because of their errors is far, far more than a cold box of chicken nuggets costs to make. I have no choice but to use this branch because the Gapton Hall one - which has always allowed customers to keep food that is wrong AND replaced with the correct item - is currently closed. This woman needs training in customer care and consumer rights. Her attitude and lack of concern was shocking. She is certainly not a credit to your company and if she were one of my employees she would have been suspended. The poor lad caught between was amazingly polite and frankly she could learn a lot from him. I would not be so angry if this hadn’t happened so frequently. To be told they are keeping away the nuggets (to throw away) because there is a lot of money involved - when I have wasted my own fuel journeying back and forth to sort out THEIR mistakes, is appalling. And...

We had the pleasure of speaking to Sharon and Mark- both were so friendly and welcoming, really made the visit. I'm not one to leave reviews, but couldn't stop thinking how pleasant they made the visit for us. We ate in with our 18 month son, and we quickly given a panda headband (our son had the choice of panda, shrek or troll) which gave him great delight as he pretended to growl throughout the meal, a flag to wave and a mother's day card to colour- what a thoughtful touch! During the meal whilst chatting to us, Sharon realised my son had chewed his straw and replaced it for us without us asking, just felt as though nothing was too much trouble and like they were genuinely happy to help. We visited at 5pm on a saturday and so it was a busy time and yet the service was the best I have received as long as I can remember (at any other establishment- It was our first time visiting this Mcds). The place was extremely clean and our table was quickly wiped and swept as soon as we sat down. Our food came really quickly and was hot and enjoyed by us. As we left, Mark assisted us in throwing our rubbish in the bin seeing we were struggling a little to hold the bin open whilst holding our son and his things, and said goodbye/thank you/ see you again soon etc. And they definitely will see us again, I'm sure I will be telling everyone as I can't get over how nice the staff were. Usually I feel like restaurant owners hate having a one year old guest so was refreshing to be made to...

Something had clearly gone wrong when we visited on the Thursday evening, we ordered at the screens as normal, took our table locator to our table and waited. And waited. After 30 minutes my partner went to investigate, he was told they had no idea why dine in orders were taking so long to fulfill (the drive thru was operating as normal) and that there were 3 orders in front of ours, and sorry for the inconvenience. Well, another 10 minutes had elapsed and our food was finally served ( 2 large chicken big Mac meals with a side of chicken nuggets) and only one portion of chips arrived.... I then had to make my way through the now torrent of people waiting / complaining to staff to ask someone if I could please have the other portion. Overall, not a good time. Have been to this particular restaurant many times previous and never had an issue. A one of perhaps, hopefully someone knows what went wrong and can make sure this service won't...