McDonald's — Restaurant in Hastings

Incident Report – April 12, 2:00–3:00 PM at McDonald’s Hastings Location

I am writing to report an unpleasant experience that occurred during my recent visit to your Hastings location on April 12 between 2:00 and 3:00 PM.

There was a small incident that unfortunately turned unnecessarily upsetting due to the unprofessional conduct of the manager on duty — a young woman whose behavior and attitude did not reflect the leadership qualities expected from someone in that role.

My sister has become quite fond of the Apple Cake McFlurry and has been purchasing it frequently while it’s still available. As regular customers of this particular location, we’ve come to expect some inconsistency with the toppings and syrup depending on who makes it, but today’s order was noticeably off. We ordered two McFlurries, and one of them had barely any toppings — literally one or two sprinkles.

When my sister pointed this out, the team member who made it referenced the "one pump" policy. We acknowledged that policy, but this cup clearly didn’t even meet that standard based on our many past purchases of the same item. Initially, we decided to let it go, but since this is something my sister truly enjoys — not just to eat, but to savor — she returned to kindly bring it to the manager’s attention.

Unfortunately, instead of listening or showing any willingness to resolve the issue, the manager became defensive and dismissive. Her attitude was as if we were trying to get something for free rather than pointing out a genuine problem with a paid product. It felt as though she was guarding a national treasure instead of a cup of ice cream.

We weren’t asking her to break policy — we were simply saying that this item clearly did not meet even the basic expectation. A reasonable response would have been to remake the order, offer a small gesture of goodwill, or at the very least, listen politely. Instead, when we asked for a refund after failing to make any progress, the manager threw the cup in a rude manner and processed the refund with visible hostility — as if she were doing us a massive favor.

As parents, we will unfortunately likely visit this location again due to convenience and our children’s preferences, but I felt compelled to report this incident. No customer should be made to feel like a burden for politely raising a concern, and certainly not treated with such disrespect.

I hope this feedback leads to better training in customer service, conflict resolution, and professionalism for your staff — especially those in...

Just posted this message to their App Tech Support. Uber said that's all they could direct me to do, after the McShambles tonight. They take your money but not your phone call. Read on if you dare but keep a tissue handy...

You lost my order when made through the app this evening. No ETA after waiting quite a while...phoned the Uber person who told them, and they eventually found it. But meant a longer wait.

Bear in mind it's Friday night and I'm hungry after a hard week at work. The missus left me with the kids to go to the pub with her mate, so I was keen to get them fed too and put my feet up.

But then when the order came, it was missing my triple cheeseburger. That was half my dinner!

It's Friday night and I really didn't want to phone Uber as your app directs, but another 15 minutes later and they'll only refund the price of the burger, not the delivery fee.

So I have 2 options:

Order another burger and get stung for another delivery fee, when I wasn't at fault.

Pocket the refund, and just stay sad and hungry all night.

What would you do?

The guy at the Uber call centre said all he could direct me to do was use tech support on the app to try and find a friend. Are you that friend?

I think a friend in this situation would be unable to hold back tears when reading this sorry tale of woe, and feel duty bound to take immediate action.

They would use their powers of persuasion to somehow get another triple cheeseburger to me and fill this wicked void I'm carrying around inside. A void I had such a perfect plan to fill, but alas I was betrayed.

I think they'd succeed in their valiant redelivery efforts, but if not, then surely they would refund the value of the whole order, give the team at Hastings McDonald's a ruddy good telling off, then deduct the burger price from all their pay packets as a fair and valuable life lesson.

I'm excited to see how this one ends.

Thanks...

Ordered via the McDonald's app, despite 2 order receipts, they still managed to miss a evm wrap from the order, pancakes had no cutlery or maple syrup. How difficult is it to check off items when putting them in a bag!?

Because I ordered via the app, when I phoned the store they werent interested and told me to contact uber customer services, despite their incompetence at fulfilling a simple order.

The uber customer service said it was against their policy to issue a refund! And hoped i have a better experience next time. No explanation why, it was just against their policy, maybe because I've had to try and get refunds before for missing food!

Come on McDonald's sort your training and customer service! It's not like your food is even good value anymore.

Seriously won't be ordering anymore deliveries, unless I collect and can check they've actually done their "difficult" job properly.

Managed to get hold of McDonald's customer services UK who were very apologetic and issued me with a voucher for a few meal, they will also be providing feedback to the local management team, fingers crossed this will result in some improvements to service, training and...