McDonald's — Restaurant in Portsmouth

Never use Deliveroo for this particular McDonald’s branch — the experience was not only frustrating but shockingly familiar.

This was the second time I’ve had an order completely messed up when ordering McDonald’s via Deliveroo — and even the rider sighed and said, “Not again,” as if this kind of confusion is becoming normal between the two.

I placed my order at 11:16pm on Sunday, 1st June. Roughly 45 minutes later, the rider arrived. But when checking the bag, he realised something wasn’t right — the address matched mine, but the order number was for someone else. That alone raises serious questions: How can an order have one person’s address but someone else’s food details? Who’s making these mix-ups — McDonald’s or Deliveroo?

The rider immediately contacted Deliveroo support, who then called me. They admitted the order had been mixed up and advised me to reorder manually. I asked if they could place it again for me — they refused. I said I wouldn’t pay again unless compensated — again, they refused.

I then reached out via LiveChat, sent photos from the rider showing the incorrect order, and was told nothing could be done until the rider returned the food — which I’d already handed back.

Left with no alternative, I reordered through Just Eat. But then Deliveroo suddenly notified me that my original order was “in process.” I immediately contacted LiveChat again to cancel it, explaining I wouldn’t accept cold food as I had already reordered.

The order still arrived — and, unsurprisingly, it was cold and clearly the original food that had been left at the restaurant. I sent photos of the receipt, which showed it was made long ago. I told LiveChat I would’ve accepted it if it was hot, but now it was completely inedible.

Their response? It wasn’t their fault. They blamed the restaurant for preparing it too early and said it was already in transit, so they couldn’t do anything. Then offered me a £6 refund for a £16+ cold meal. I said I wouldn’t accept it — but the second rider refused to take it back either.

So here I am: – Paid twice (via Deliveroo and Just Eat) – Ended up with cold, unusable food – No proper resolution – And no one taking ownership

Deliveroo says it’s McDonald’s fault. But the pattern says otherwise. If even the rider is recognising this as a recurring issue — where exactly is the disconnect happening? Why are address and order numbers mismatched? Why is food going cold and still being sent out?

This isn’t about one bad order — it’s about a broken system between Deliveroo and McDonald’s, where the customer suffers every time, and both sides shrug responsibility.

So again: who’s actually accountable — Deliveroo or McDonald’s? Because right now, it seems...

Coffee has changed! Tastes horrible and cheap and watery!

I always get a McDonalds coffee because I think it is the best however this particular McDonalds seems to have recently changed its coffee. It’s watery (when a latte should be milky) very strong, and bitter. Now it just tastes like cheap coffee.

At first I thought the milk in the machine needs replacing but when they gave me replacement the second time it was exactly the same they said oh no that’s how it is now we have new coffee machines.

On top of that the hot chocolate is not nice either. It use to be lovely and milky and again now it is watery and barely tastes like chocolate. I handed one back thinking they needed to just refill the milk in the machine and it the replacement came back exactly the same. Horrible!

And my last point which I think is very important is that when I had got my coffee a few weeks ago (drive-thru) the lid was not placed on properly and HOT coffee poured all over me and onto my lap. Ruining my clothes for that day!

When I went the next time again the lid was not on properly on the hot chocolate! Luckily I checked it before I gave it to my son because it was so watery it was piping hot you would not have been able to drink it for a while. If I did not check this first my son would have poured scolding hot water all over himself and been burnt!! This is a health and safety issue! Can your staff please make sure they check the lids are on properly before giving them to people and ruining there clothes/day and potentially causing burns!

Won’t be getting my coffee or hot drinks from this...

Weekly going there 3-4 times. Always mess up my orders... getting cold burgers, wrong food... One night i did order a 3 double cheese burgers without onion and extra mustard wich one was too difficulte to make it and ofc they did mess up... after when i arrived home and started to eat i realised the burgers not the right ones... i went back asked for a refound and the replace but the "shift leader" was not able to give me both of them so i get replace. Actually he said im gonna make it for you. Ok thats good... i get my replace, i went home i started to eat and i realised that guy cant make a burgers as well... Next day i went back to talk with the store manager who doesnt have any customer service cause she said she cant refund the full order cause i bought back only 2 burgers... I told her i was bloody hungry so i ate that and she said she cant do anything to compensate me for 3 times i had to go back cause of 1 order so she can refund only some of the burgers. I told her ok go for it and im never gonna come back... Super service, super staff, super...