McDonald's — Restaurant in London

Date of experience: 13.47 pm order placed and paid through the McDonalds App on 25 Sept 2023. Order Number 023, Neasden F branch. Click and collect. Collected at Neasden branch click and collect- in the car. Noticed items missing- no ketchup, no extra Big Mac Sauce, no extra cheese ( contrary to the written label on the box with the extras/and no patty) Got out of my car & Took the big mac to the counter. Met with ?manageress (I think she was, because no one wants to come forward and be assertive and say who they are). Showed her the missing items (and showed her the special order printed label on the box which stated the way the order was supposed to be made with extras) & she agreed. She took the big mac in the box to show staff at the back/kitchen, had a discussion with them- I could see her from the counter. A new big mac was prepared & given to me at the counter. I opened the box and had another look. This time i could see the ketchup in the big mac and there was extra Big Mac sauce as ordered! Pointed out there was no extra cheese in the new order (contrary to what it said on the printed label on the box of that special order) At the counter, i asked for extra tomatoes- they said they have to charge me but the till has no option to charge so cannot give me/add to the new order. That was that. I asked about the extra cheese which was again missing. Two staff members said they made the order with extra cheese. I tried to point them to the new Big Mac (now in my hands) had one slice- i took it apart to show them there was only one slice. This time they did not want to come close and take a look. The actual staff member that prepared my order insisted (WITHOUT looking closely at big mac at the counter) that there were two slices as she had prepared it! This was ridiculous and I was frustrated and told them to keep the big Mac and I started to walk out. Did not ask for refund as I felt embarrassed and intimidated and left the restaurant. Immediately, Contacted McDonalds HQ and spoke with a friendly Callum and told him the above - all of which he took note and apologised. I know a few of the multi-franchise owners in NW London and they all said this was very badly handled by Neasden branch. Emailed the McDonalds digital assistant. I have left the matter in the hands of customer services to resolve. All I will say is that at age 60, this is the first time in 30 years I have had to make a complaint about mcdonalds. And my point is that as i have always requested a big mac special order and I have always paid and prepared to pay for a Big Mac (minus the patty) for the full menu big mac price AND extra payment for additional items offered and yet they make a hash! Twice in a row & still did not get it right & wouldnt listen! Previously when they get the order wrong, it's usually sorted when I walk into the restaurant and kindly ask to correct the order. This time was different. It occurred on: 2023-09-25 -This meant that I felt I was not being listened to -I felt that their attitude and posture was defensive -I felt I was being ignored -Felt that they did not want to hear the customer who took the time and trouble ( to walk into the restaurant) to explain exactly what was missing and twice failed to make the order exactly the way it was ordered -In the end, when I could see the staff did not want to re check that one cheese slice is missing, they did not want to see for themselves AND at that point, without presenting any further solution for me, I had no choice but to simply leave the restaurant and hand back the Big Mac. -Felt Embarrassed and insulted. -Felt angry but I am a mature adult & was not going to resolve this by dealing with the staff any further as they simply stood their ground. So I had no choice but to leave. THEY DID NOT EVEN STOP ME FROM LEAVING AND DID NOT EVEN...

I was greeted at the restaurant by one of your staff she was polite and took my details for track and trace. She then asked me if I was eating in and whether I would like table service. I said yes and she said I could order at the kiosk then she will bring my order to me. She gave me a table number and said put it on the desk so she can see it clearly.

I followed her instructions and sat down. 10 minutes had passed and I thought it was unusual my order hadn't been brought to my table. I went up and looked at the screen and noticed my order number was showing up on the collection list.

I went to the staff member and asked if my meal was ready as it hadn't been brought to my table. She handed me a takeaway bag and said she "called out my number ages ago" I explained I opted for table service as I was given the option from a colleague. She showed me a bit of paper and said "would you like some ketchup" This just frustrated me as she didn't acknowledge a mistake had been made or didn't even ask me about what happened I asked to speak to the manager as I was not happy with service received. One of her managers was stood next to her said table service was not ordered. I asked her to speak to her worker who suggested table service in the first place. She seemed disinterested and not wanting to help. I took my cold food back to the table and none of the staff members came to resolve my complaint. Even the one who gave me the table service number was avoiding me otherwise I would have questioned her about it Prior to todays visit I always collect my order then choose a place to sit but opted for "table service" on a staff members say so I shall not make that mistake again. Oh and just to add when ordering on the kiosk I opted for "eat in" so even with a mix up over table service my food should have atleast arrived on a tray however I had to eat from a table which wasn't even wiped down and had crumbs all over it not very covid...

Very good i am happy staff good n nice place to have meals problem u need to teach staff to make sure in take aways all items ordered i have to chk n make sure staff should be trained to keep customers happy not nice to have to chk take away n remind staff to chk take away orders if customers not happy they go where good respect to customers staff needs to double chk take away orders n make sure no items missing if customers not happy they wont come to macdonalds food business is very competetive costomers have wide choicei also i hope to be treated as a customer n i hardly come to neasden macdonalds n if i find not respected i will change to other macdonalds n so hope u value my custom it is not compulsory to come to macdonalds as i visit rarely i think neasden macdonald is not right meal place for me as i do not feel respected maybe go to other private owned shops better service n best is to refrain going to neasden macdonaldprobably buy iceland meals better no issue place n eat at home i think u lost me as customer let yr staff know today sept 9 i missed going to neasden macdonald as i did not feel respected to my custom n i am much very happy today as i went to another takeaway n made me feel respected n happy so best is for me to refrain my custom to neasden mac used to go to kfc i think i will...