McDonald's — Restaurant in Scotland

Staff are nice but orders always take at least 20 mins and will have items missing. Tonight was notably one of the worst wait time/order missing combo. Waited 25 mins for 2 meals and desserts. Then was told everything is ready except for the pies and we could wait 5 mins or get something else. So we said we would have mcflurries instead……… which took them over 5 mins to make. So by this point another member of staff asks us why we’re standing around the collection counter to which I say “i’m not sure, we were told pies would be 5 mins and we could have mcflurries faster so our food doesn’t get cold but it’s been 7 mins and we have neither”. The employees response was to say he would grab the pies and be back in a minute. Another 5 minutes later a different member of staff asks what we’re waiting for to which I say “i’m not sure at this point it’s either pies or mcflurries”. I’m then handed the 2 pies and get halfway home before I realise my burger isn’t in the bag. I’m starving at this point so I go all the way back and they look behind them and grab my original burger that missed the bag 45 minutes ago. I didn’t catch this before I got home but it was ice cold alongside the rest of the food. I thought ah well at least I have my warm galaxy chocolate pie that I waited an extra 10 mins for……. wrong. I bit into it and it’s a hot cross bun pie from weeks ago….. and it’s somehow cold in the middle and obviously quite gross cause hot cross buns are just disgusting. I got served a pie that’s not even on the menu? I’ve included a picture of it below because honestly if it were me I would think this review is a joke. Sadly, it’s not and i’m down £18, hungry and annoyed that i’ve wasted an hour AND ate a raisin in my bite of...

If I could 0 I would.

So, internet says open and app says available for Click and Collect.

Had entered the queue for Drive Thru to see poeple getting click and collect so selected that. Stood outside for 15 mins watching people come and go but do you know what, the Drive Thru was rocketing so I wished I had stayed in it. Also, I understand in the current climate, that staff pressures have increased. But, after about 20mins, and bearing in mind the app said I had collected my order 10mins ago I phoned to ask how long my order was going to be.

No apologies. No understanding just "I don't know! We're not actually open for anything other than Drive Thru." I pointed out I had paid, that the app was accepting click and collect orders and the website showed you were open to get the worst reply, service and defensive excuse ever from a service provider "Well, we can't control our website. Do you expect me to change it. We're not really open and I can't tell you how long it will be. You'll just have to wait."

When the food eventually arrived it was unceremoniously dumped on the wet table outside with only "Order 1!" Even my thanks, which I repeated, was ignored.

I have only ever complained a McDonald's once before and it was this 'restaurant' then too.

Poor, rude, excuse-laden. You take people's money and have a responsibility to deliver a service. It is not my role as a 'customer' to provide advice on how you run and manage your website and apps.

PS: I work in the service sector too and take...

Food was as expected for a McDonald's. However, the low rating is due to something else...

I took my kid into the male toilets for a pee, and the floor was covered in urine.. one of the urinals was leaking or had burst somehow. How they hadn't noticed I do not know.

Anyway, I informed the cashier of the issue and he asked me to wait while he got management. I explained the situation again, I just wanted them to sort it because, well really it's an issue that could have has the place closed for a time period due to the huge health and safety risk.

The managers response was very poor. He turned and walked away from me without saying anything and charged straight over to the cleaner. I was just left standing there feeling like an idiot and nobody came back and said anything so I just left.

Very unusual way to deal with the situation, an apology was expected at the least, for the fact that there was urine across an entire floor. A thank you for letting them know might have been a good gesture too.

Next time maybe I'll just slip and fall and sue instead of trying...