McDonald's — Restaurant in London

Attended this particular branch to discover that two of their self service screens were out of order, another screen worked worked until you reached the payment section at which point the screen stated ‘no connection’ so out of the four self service screens only one worked. I then had to queue to place my order. I’m the end I ended up waiting over 20 minutes for my takeaway which is totally unacceptable and definitely not ‘fast food’ service. I enquired intermittently where my order was and was merely told by a member of the staff on the till who merely pointed in the direction of the kitchen stating to me “it’s over there”. I then spoke to another member of staff shortly thereafter who appeared to have an appearance of seniority judging by the uniform and stated that I had been waiting a considerable amount of time for my order. The person returned to the kitchen and from what I could overhear from the raised voice that my order had not even been processed! At this point you could imagine my annoyance especially as other members of the public had attended this branch at least 15 mins after my own arrival and had received their orders/takeaway rather quickly. I then proceeded to ask to speak to the manager and was informed that there was no manager available and the staff member went to the kitchen to tell staff that I was seeking to lodge a complaint at which point my order eve arrived. When eventually taking receipt of my order the staff member handing it ti me stated “thank you for your patience”. The staff member tried to offer me an apple pie as what I can only presume was an attempt at compensation for my long wait to which I responded that I did not want an apple pie but merely my order that I had placed which at this point was getting on for nigh on 30 minutes. Needless to say my patience had run out at this point and I was in no frame of mind to accept any form of apology due to the poor service I received. I do not level my opinion at all the staff in this branch as I only had contact with the few I dealt with at the time however, I will express how disappointed at an experience which has left me with the opinion that I should not step inside that branch of McDonalds ever again if this is the level of service one could expect. It is very sad to see the level of service in McDonalds have gone downhill which is a far cry from what all branches of McDonald’s used to be like when the first branches of this chain first came these shore back in the 1970s. It really would be nice if the branches returned to the great, quick and service orientated ethos it used to have. After all your ethos states, “At our best, we don't just serve food, we serve moments of feel-good, all with the lighthearted, unpretentious, welcoming, dependable personality consumers know and love”. The experience I received did not reflect that!

With all that I have stated above, I certainly hope that the powers that be (Head Office Management here in the UK) seriously take on board my comments and others who have shared their own experiences whether at this branch or elsewhere and look at how it can be improved upon and to reflect the true ethos of what McDonalds is meant...

Arrived at mcdonalds finchley lido ordered my food on the machines they have paid for it they took my money and issued no receipt order number waiting in the appropriate place for 15 mins no food went to the counter and said excuse me to a lady behind the till who ignored me the 10 time j asked for help j the leaned over the cou term to c if there was any1 else there to which a man said how can I help to which I explained that I've been wait 2p kjns now and didn't even have a number for my order which had already been taken from my account so the ma. Went and got a lady of African descent to which she apologised for the wait and also for the staff member that was so rude as too ignore a polite and paying customer as we was talking she was like this is ur order to which I replied thanks and she apologised once again for the rudeness and the long long wait which had been 30 minutes by then so went to sit with my 4 children to which 1 is disabled and does not speak and likes routine so sat down to the see that all the dri ks was missing g the food for my disabled was not there also neither was my 2 double cheese burgers and no fries so went up to the cohnter once again. To. Then b Ignored by the same women that ignored me b4 so leaned over oncw again to speak to some1 as was being ignored to which a man went and got the manager so explained wat had happened to b told to wait there y she looks I to it by this time ive beem waiting for my fullnorder for over an hour now with 4 very upset kids these people do t care avout us public they jus want our money and I'm very unhappy and saddened that as amollion pound company employ people that have no jnterest in the well being in ur company or customer that make ur business able to paY the I've been mcdonalds loads of time and have never ever had a service like this so i think that some1 high up and the really cares about ur company to spend some tjme ther coz the way I and my family was treated is totally unacceptable and has put me and my family from ever going there agian j would be greayful if some1 from mcdonalds who actually has pride and cares about the company to pmeas contact me to resolve this co this will not b the end of and I will not any body treat my children or disabled child like that its not on it was finchley lido n12 mcdonaldsmloom forward to hearing from u so we can...

Once again (4th time in a row) McDonalds Finchley Lido did not include any of the selected dips that you not only 'want' but you are REQUIRED to select when ordering McNuggets online. They also didn't add the extras to the burger I selected and paid for. The bread on the Big Mac was also stale, crumbled and fell apart while holding.

Just Eat refused to refund any of it at first then conceded that they would refund the missing extra that I paid for on the burger but no recognition on the 4x missing dips as they are "free". This is not on. This is part of the order as far as I'm concerned and I think most people would agree that DIPS are part of eating McNuggets - they are literally made for dipping arent they??

The branch looks to be purposely not providing any dips for nuggets with delivery, likely in the knowledge that there will be no comeback from the customer via their delivery service. I must admit I don't seem to have the same issue from Uber Eats or Deliveroo. Perhaps this is something McDonalds management at Finchley Lido do on purpose to Just Eat? Either way, choose a different branch and different delivery service. Again - this is the FOURTH time in a row that I ordered 20x McNuggets and received ZERO dips. I was also looking foward to trying the new dips. I haven't had a single one yet. In 4x attempts...