McDonald's — Restaurant in Scotland

Honestly I have no idea how McDonald's allow this franchise to still operate.

We started our experience attempting to order a delivery via Just Eat. This was at 5:30 on a Monday afternoon and was accepted by the restaurant. We received a number of updates saying the order was delayed before receiving a message at 7:23 saying our order had been delivered. It had not. We contacted the restaurant to be told there was nothing they could do, none of it was their fault and they were not going to send food out. All by a person lacking in any empathy. We were told to contact Just Eat. We raised a claim with Just Eat and were told they would get back to us in two days...meanwhile they had our money.

So a bit annoyed we decided to drive to the restaurant to at least get some food as I didn't now feel like cooking.

We reached the drive through at 8pm (we were the only car in the queue) and proceeded to order the same meal. We were unable to as items were out of stock. So we amended our order drove to the payment window and on arriving at the food window were asked to park up. It was at this point I noticed we were one of 6 vehicles waiting. How you go from no queue to now being in a queue of 6 suggests a poor operation. We waited 11 minutes for out food, during which time I saw 3 Just Eat/Deliveroo drivers arrive and leave, about 2 tables occupied in the restaurant and about 6 cars arrive at the drive through. This was not a busy operation.

Once we received our food, we parked up 2 minutes from the restaurant. We discovered both sets of fries were cold, and by cold not luke warm as regularly occurs here but actually cold. Our burgers were luke warm and one was missing the sauce, pretty fundamental in a big mac. Looking in the bag we were missing straws for our thickshakes and one of our Biscoff mcflurries were missing any caramel. There was not a single item that didn't have an issue!

Clearly the issues are not down to one single person. I have ordered numerous times from Just Eat on a Monday from other chains and never had to wait 2 hours for food so I don't buy that it was all down to them. Clearly there is an issue if the restaurant are happy to keep putting the order back. The person dealing with customer service needs to be shown what customer service is and apply it. Cold food is never acceptable in the food industry and reading the reviews here this is not a single occurrence. I guess it's time to raise the issue with the local EHO to assist the restaurant rectify this as feedback doesn't seem to work. Out of stock items, missing elements from items, failing to put together a bag and stacking customers on a quiet night all point to a lack of operational leadership. This needs to be resolved quickly.

For the moment though until I see an improvement in these reviews I...

This was absolutely atrocious, I tried ordering on the app and it would work. So I then went in and had to order on the screen, after putting my order in I had to wait 20mins for a happy meal all while the staff are running around prioritising the delivery orders. I mean come on its a happy meal, it's doesn't take long to make one of them. All while the queue inside was getting longer with more disgruntled customers as there was no one serving and no one to take a query. When they evenly decided to bring out the food I was met with such an unpleasant and poorly mannered person that was very rude. The food was barely warm but figuring that I had just waited 20mins for a happy meal I wasn't waiting any longer. As for the atmosphere, well it's safe to say that everyone else was just as disgruntled as I was. It shouldn't take that long to bring out the food and they should be making more of an effort to serve the customers in store and have more than one till open. Since they "upgraded" it has no went down hill, it has plummeted in every aspect. Including the standard of food, the service, the cleanliness and overall atmosphere. I would NOT...

They asked me to take a parking bay to wait on my order, which I did. The car that was in line in front of me was also parked up next to me. They got served and I waited another 10 or so minutes watching approx 20+ customers being served and I also saw one girl looking for customers, however it was the girl who had my order but she couldn't find me. I didn't know this at the time it was my order. I called them and told the that I have been waiting for ages. I eventually got the original order and it was cold so I didn't accept it. I asked for a fresh order as I had still to drive home with it. She took my order back and 5 mins later I saw a manager coming out with my order she was fizzing. She handed me my order, no sorry for the wait. My order felt a lot warmer but when I got home I found that they had only warmed up the fries and the rest of the order was very cold. They should spend sometime on customer service and managing their shop to cope with demand. Poor all round. Plus check that you get full measure of milkshake as I found one of mine 2 3rd and the other...