McDonald's — Restaurant in Rotherham

Previously I had written quite a drastic review based on service several months ago - however I am amending this after the fantastic service I’ve just received.

I had ordered through the McDonald app and the driver had spilt the coffee all over my food so that when he picked it up the back broke and it went all on the floor - it’s happens…he apologised and reached out to uber eats support who said I just had to contact them for a refund.

Reached out, with pictures, but they repeatedly said they could not give me a refund due to their guidelines - which they were not able to make me aware of over the phone. They said the food did not seem damaged and there’s no evidence it had been on the floor. Escalated to a manager - he refused to help and said “it’s in the guidelines”

So I reached out to McDonald and called the store. I spoke to a lovely person called Izzy who was extremely understanding. And even though she said uber should refund when food is mishandled she said if I could pop to the store she will sort it.

Got there just before 11am and she replaced the whole order.

I honestly expected them to refuse to help. They exceeded my expectations.

I completely understand people try to pull a fast one and get free food - but when you have a driver accepting blame and photo evidence uber eats need to do better. McDonald, especially Izzy, has shown what true customer service should be - a 2 min phone call with her resolved the issue compared to 30mins on chat and 20mins on the phone with uber (including a manager).

(Still curious what the uber guidelines are around eating food...

I placed an order with McDonald's at 9:30pm. The food should have been prepared and delivered to my door at 22:10 which was not the case. The wait for our food continued to delay which was alright until it got to 22:50. When it got to 22:40 I proceeded to ring McDonald's up to see what was happening with the order for them to hang up the phone half way through conversation in which lead me to ring up again and again with no answer. I then used a different phone in which they answered however, the reception I got wasn't helpful and found the staff to be quite rude. And ignorant. They didn't help in any way. I asked if they had started my order in which they replied with a ride answer. They then went on to tell me that I should cancel my order after having me wait over an hour. When going to cancel the order, it wouldn't allow me unless I continued to pay for food in which I'm not going to receive. When it got to 10:57 they decided to cancel my order.

Overall, the service was terrible and the staff...

Recently the waiting time has been ridiculous. 15 - 20 minutes waiting for my order. The self service machines never have till roll in, so when they are shouting out order numbers no one knows what number they are.

What also really annoys me is the delivery drivers for home delivery coming in going straight to the pick up counter and demanding their delivery order. Often I have seen them banging on the counter, shouting at the staff. The staff seem to prioritise them and not the customers who are waiting in the restaurant. My suggestion for this is make a waiting area for the delivery drivers like other McDonald’s do and actually tell them to wait and be patient.

Some of the staff like one of the cleaners, I believe her name is Mary is absolutely lovely. She always says hello and asks how you are with a smile on her face and makes you feel welcome. However some of the staff particularly the younger ones can be quite rude and...