McDonald's — Restaurant in London

Would have giving no stars if that were possible.

Used the drive through today (09.05.21). Calling the service despicable would be being kind. I do not jump to write a bad complaints but the number of incidents that have totted up over last 2-3 weeks have warranted this review. During COVID and the restrictions that have come with it we have used this branch (our local) for convenience sake.

I complained at payment point (again!) that when ordering the customer cannot see what they have ordered. When you ask the assistant to repeat your order, you get some rude member of staff who quite clearly does not know the first meaning of customer service.

I collect the food to be told all the sauces are in the bag, without being asked which ones I want. I looked into the bag and asked for an extra tomato ketchup, only for the staff member to quote to her colleague "I can't be bothered with this person". I challenged the staff member but unfortunately this it was a case of the frost was was not going to touch her!

I was visiting with two of my kids and we did not remain on the premises to eat. To top it off, we had a hair in the 5-piece chicken select box - the third time in as many consecutive visits we have found a hair in the food! On the second occasion (only last week), which was also in the chicken selects, I actually took it back to the staff member to show a hair in the batter of the food. Again, shrug of shoulders - bad luck mate. I would suggest that this food establishment needs to up their hygiene game as well as their customer service, which from some members of staff is quite frankly, non-existent.

As soon as COVID restrictions on eating-in are lifted, we will not be...

Formal Complaint Regarding Service at McDonald's

Date: [Today's 1.07.2024]

To: McDonald's Customer Service

Subject: Complaint Regarding Service at [Restaurant Location :368, 370 Wandsworth Rd, Nine Elms, London SW8 4ET] at [2:50pm]

Dear McDonald's Customer Service,

I am writing to express my disappointment with the service I received at your restaurant located at [368, 370 Wandsworth Rd, Nine Elms, London SW8 4ET] on [1.7.2024]. I am a frequent customer at McDonald's and typically have a positive experience. However, on this particular visit, the service fell short of my expectations.

I placed my order online for pickup. Upon arriving at the counter to collect my order, the employee e.g., short woman not tall you can see her on your restruant camrer did not properly complete the order. The tray was handed to me without any sauces included. I had to request the sauces I typically receive with my order, including two packets of barbecue sauce and extra black pepper and salt. Unfortunately, the employee only provided one packet of black pepper and two packets of salt, despite me specifically requesting extra of both.

Furthermore, the employee seemed rushed and did not wait to ensure I received everything I needed before leaving the counter. This resulted in me having to ask for additional items after she had already walked away.

This experience was frustrating and inconvenient. I believe the employee would benefit from additional training on how to ensure customer satisfaction by verifying order accuracy and providing complete service.

I appreciate your time and attention to this matter. I look forward to your response and hope that you will take steps to address this...

It’s McDonalds. You know what to expect. Unless you just thawed after 100 years of being frozen, a cheeseburger and fries will taste the same the world over. What does make a difference is the service you get.

Whats good:

1. The landscape design of the drive thru is one of the best ever. There’s plenty of space for cars to navigate the checkin/order stop to the collection windows. The area is well maintained and clean. There’s plenty of parking around the car park once you have picked up the food too.

2. the staff are organised and efficient. Aside from any technical mishaps on the online ordering app system, they pick up your orders quick and are polite enough to make the takeaway as easy as possible.

What’s not so good:

1. the condition of the burgers you get is all over the place. Cheese is often stuck to the wrapping I stead of being inside the bun. Lettuce in a Big Mac is never actually inside the burger itself. Sauce portions are miniscule.

2. if you’re stuck in a a bit of traffic moving from the pay window to the collection window and have an open sunroof, close it. For some reason, the roof design allows water to drop down on to the roof of the cars even on a sunny day! Random but very frustrating.

I have never been inside this branch so can’t comment on the atmosphere but I’ve given 3 stars on account of the rabble of delivery drivers that gather when collecting their orders. If you’re with a young family, it can be intimidating if they are being loud and shouting...