McDonald's — Restaurant in Hertsmere

I must say, the last time I had a decent, high-quality burger from McDonald’s was back in 2009. Since then, no McDonald’s location in London has come close—until today. This particular branch changed my opinion. The burger tasted fresh, there was no melted cheese stuck to the wrapper, the meat was cooked just right—not dry or overdone. Truly great quality. Hats off to the kitchen team!

However, the service did let me down a bit—though I believe the fault lies more with McDonald's overall than this specific branch. I placed my order through the app, but when I arrived to collect it, the app stopped working and gave an error code. Despite the app's message telling me to speak with staff, they were unable to help. I’ve faced similar issues at other locations too, and the response is always the same.

I believe McDonald's really needs to train their staff to handle app-related errors properly. Otherwise, what’s the point of having an app?

Back to the issue: one staff member blamed my phone and network, then called a manager who, unfortunately, struggled with English and couldn't assist much either. I was asked to park and try again, but again, they insisted the issue was with my phone. Strangely enough, once I parked in the drive-thru area, the app worked fine—suggesting it wasn't my device at fault.

All in all, the food was fantastic and the staff did their best under the circumstances. I sincerely hope McDonald’s takes this feedback seriously and works on resolving app-related problems across all locations.

Well done to the kitchen team for the excellent...

Mixed experiences with this chain. They recently refurbished their store and added an extra drive thru lane to "speed things up" but the service is slower than ever.

I ordered the promotional cheesy bites that have a salsa dip...no dip was provided and when I asked for it I got a lazy response of "we don't have any". Well thanks for advising before I ordered it! Didn't really enjoy my dry lukewarm cheesy bites and the attitude is lazy. No apology either from the woman

UPDATE

Thought I would give it another whirl and it’s still as shocking..no chicken products available at all (which was sign posted) and ordered the new cheese melts which I was told they don’t have (NOT sign posted!) Such a shame the refurbishment and money invested was a pure waste of time

NEW UPDATE

Need to stop giving them third and fourth chances but they are unfortunately the nearest ones...a month ago I ordered a sausage and egg mcmuffin and 2 pancake and sausage meals and they charged me for 4 pancake and sausage meals! 29th November we wanted to try out the festive menu so ordered the meat and cheese feast plus cheese dippers (I haven’t learnt from before) my husband asks for the dip and is told to park up but they will put it in. He drives back and it’s stone cold and both buns are black and burnt (see pic) and dip of course wasn’t there as they can’t retain information. I’ve now got a complaint on Resolver for the latest problem as I’m fed up and have officially given up on this...

I’m never the type to complain but had the worst customer service. I ordered in the app and went to pick up my order between 19.50 to 20.10. The lady in the drive thru kept saying she couldn’t understand my order number. She sounded very unbothered. It started with “UU” is it so difficult to understand the letter “U”. And in the next section there was a young man working who kept telling me I was at the wrong branch. I showed him my phone and told him this is the correct branch and he kept acting like he couldn’t understand me and kept looking side to side and put his hand in his chin unmmming and ahhhing (probably the lady from earlier and him probably thought lets not accept this guy’s order). The “manager” was definitely not helpful. I’ve always gone to this branch and there were always unbothered young people working but never had any issues with my order. But today when it was raining so heavy with such a long queue behind me. Its not acceptable. You guys should do a review on all your employees. Will not be going to this mcdonalds ever again!!! I’d rather drive a little further to speak to someone who will try...