McDonald's — Restaurant in Sheffield

I am writing to express my disappointment with the service I received at your Hillsborough on 19/08/2024, 13:03. The experience I had was far from what I expect from McDonald’s, especially since it is supposed to be a fast-food restaurant.

When I arrived at the drive-through, I placed my order and was asked to wait. I ended up waiting around 15 minutes before my order was finally brought to me. When I asked why it took so long, the manager, Morgan, responded with a very unprofessional attitude. She told me that if I wanted hot and fresh food, I would have to wait. Her tone was rude and dismissive, which only made me more upset. A simple apology would have been enough, but none was offered.

To make things worse, when I checked my order, I noticed that the Cheesy Garlic Dippers were missing. I went back to the restaurant right away, but when I asked for the missing item, I was rudely asked for my receipt, which I had never received. Morgan refused to give me the dippers without the receipt, even though the mistake was theirs.

I asked to speak with the restaurant manager, but another staff member named Joe told me that there was no one else in charge. Joe offered to give me a copy of the receipt, and I had to wait another 30 minutes, during which time my food, and the food of the children with me, got cold. When Joe finally returned with the receipt, he falsely claimed that two staff members had checked my order before giving it to me and that the dippers were in the bag. This was not true. He also told me that because I had “upset” two staff members, they would not give me the item I paid for.

When I got home and reviewed the receipt, I noticed that I had actually been charged for two portions of Cheesy Garlic Dippers, but I didn’t receive even one. This is completely unacceptable and only adds to my frustration.

I left the restaurant feeling frustrated, angry, and cheated—having paid for food I never received and dealing with very poor customer service. This situation could have been easily avoided if the staff had acted professionally and politely.

I expect immediate action to be taken regarding the behavior of the staff, especially the managers, as this is not the way to treat customers. I would also like a formal apology for how I was treated, and I request that my missing portions of Cheesy Garlic Dippers be provided since I paid for them but never received them.

I have already filed an official complaint with Customer Service, but I would appreciate a formal response from the restaurant about what will be done to address this issue.

Lastly, I would like to point out that neither of the managers had name tags, and I had to push just to get their names. This lack of transparency added to the poor service experience I had.

Thank you for your attention to...

Around 1PM, early afternoon, me and my dad went to buy food from McDonald’s. We ordered 2 triple cheese burgers and a box of salad with grilled chicken. As soon as we had received our order. They didn’t give my dad salad cream and fork to eat the food as I already ate my food as we arrived on site because my dad had to stop at site so i can eat the food then to join my dad at site. When my dad came, he entered the van and viewed his food, he was concerned because he had been always expecting salad cream and fork, we went straight to work as it lasted us 2hrs of hard work to do because my dad was really busy so he didn’t have time to return and refund the food. We finished our job and arrived at McDonald’s at 5PM in the afternoon, my dad went to complain about the salad because it had no fork and no sauce and we ordered large fries and inside was medium, the salad was un fresh so my dad couldn’t eat it as he hadn’t eaten in a whole 3hours, the manager came and had refused to give us a refund. I was recording the whole thing for proof. She started getting loud at my dad and then with all frustration she shut the window with force. I saw a guy calling the police on the 3rd window as the police came they had told my dad to go inside and complain, because they may not know what the policies are in McDonald’s. They also told us that they needed to check my dads van I don’t know why they said that because we are black and they might think the worst about us. We entered the McDonald’s building and complained to a guy named William Denison. He had refused service because a black man Also known as my dad followed the rules as he only wanted to refund the food because it was un fresh and it didn’t come with what is was suppose to come with, and he had also been threatening my dad by calling the police. He had also written a note about all the things he thought we might have done totally hiding the things what they have done also known as threatening my dad by calling the police. Here’s proof even though this ISNT necessarily TRUE, because she got rude then I recorded the manager for proof, because why can’t I? There are security cameras everywhere recording people without consent this is me recording her without consent. So I have the right to record, because what they are doing isn’t right. We were being racially threatened because they called the police on my dad twice. We left the shop without receiving any refund not helpful people they are racist.

This McDonald’s must show respect to everyone and every customer with dignity and respect and no matter where they are. I took one of the pictures from my other phone and I’ll be putting the videos on YouTube for everyone to see how they are treating...

NEW REVIEW Ordered via app on two occasions, a short time (few days) apart. On the first occasion, TWO items were missing from the order, and one item was incorrect (topping alterations), though I didn't realise until I had driven home. No real way to address this issue in the app like there is with Just-Eat or UberEats.

On the second occasion, I was told to go to a specific parking bay to await my order. The car behind me in the queue was told to do the same, in a nearby bay. My food order was (unbeknownst to me) given to that car instead of myself, so I waited some 25 minutes after parking before going in to ask what was taking so long. They offer to remake my order and give one free small fries for the hassle. My order is remade after a further 15-20 minutes, and the order is missing an item again (I learned my lesson from last time!) so I point this out, and am told my missing item will be made promptly. I wait another 7 or 8 minutes and am given the missing item... without any of the alterations (removal of certain ingredients/sauces).

The staff at this particular location are well beyond subpar; they're absolutely awful. Obviously, they're filled with false apologies, but those mean nothing when time after time they fail to learn from their mistakes and I'm only given a small fries for them having made several mistakes and wasted over an hour of my time... truly pathetic levels of service.

I'd accept the adage "you get what you pay for" if it were the same service levels at other locations, but it just isn't. This particular location needs a LOT of work and I won't be going back again for any reason. I'd rather drive further to a different business to get better and more reliable service.

OLD REVIEW Ordering via app for collection was a rough experience, with some items on the menu despite not being available, which led to an error that could only be resolved in-store, defeating the purpose of a click & collect order. After resolving in-store, the screen showed my order ready to collect, but the kitchen system didn't have details of my order and so were not preparing it. This all led to a lot of avoidable waiting around and turned a quick visit into a 30-minute event. Obviously, NOT THE FAULT OF THE STAFF, who were pleasant and accommodating throughout, but still not an experience to...