McDonald's — Restaurant in Stoke-on-Trent

As a former McDonald's employee I'm normally quite lenient when it comes to issues with stores and restaurants, especially McDonald's. However, I'm absolutely appalled by the "service" I received today. For starters, it has been an ongoing issue that they never give us straws or dips when we get a delivery, despite the fact I know the managers will give them full lessons and ensure they know to check the order carefully and see if it needs straws or dips. Although, maybe the managers here haven't done that, despite it being common practice. The issue I've had today is that not only have they not given dips, which I usually react with a "whatever" to, but they missed out the McChicken Sandwich which was part of our order. At first we figured, whatever, we'll just request a refund through the app, but we couldn't figure out how. If we'd ordered through any other delivery service we would've been able to get a refund, but unfortunately it seems like you can't through the McDonald's App. Because of that, we tried to ring them up. Once again, I used to work at a McDonald's, so I know full well that there should be at least 2 managers at the time that I ordered, along with most likely a CEL, though it's excusable for the CEL to not pick up the phone as they'll be busy with the restaurant and doing their part of the close. It's inexcusable, however, that none of the managers picked up the phone, and that none of the Crew told them the phone was ringing. We rung about 5 or 6 times, waiting out the full ring, before we decided to just give up as there was absolutely zero answer. There is literally zero excuse for this, especially because I know first hand what goes on in a McDonald's restaurant. Absolutely unbelievable and a waste of money since we can't even get...

We went to your Hanley new store on Saturday 28th April with my family as a treat. First of all the new lay out don't work very well to many people waiting one side where u get told your number gets called out but the staff just call out what u are having not very well at that! You should have the next number on the tv so people can see it . The menu tv keeps changing so you can't see what you want? You have lots alot off seats as well we feel. When we put our order inn we had to wait 20mins as people couldn't hear what the staff was saying or nothing. Once we did get our meals we had sit outside as no where to sit due to the new lay out, we got everything out but than to find it was cold & some off it was wrong!! We find this very disappointing & 2 off my young girls where up set with this as we only said at the beginning off the week if they do well at school they could go on Saturday. As well my elders just started work today in the shopping center but than couldn't eat what she had asked for due to it being wrong.Didnt find the staff very helpful as well when went back inn & said, i even heard member off staff saying to someone you cant stand inn hear eating that!! That's not good for people who has just payed good money out to eat with you.!! The staff member said to me sorry than walked off that was it. Feel the staff needs more trainging how to talk to people & i think one off you guys go in without them knowing see...

Staff are friendly but service super slow in here. Seems too be a lot of staff standing around no staff use their incentive to service customers. Will pretend they don’t see you then after you have waited long enough will call another staff to serve you. Which I find rude. It’s almost as if they think it’s beneath them to serve you. Also when ordering hot drinks. Would make sense that you done the food first and drinks last. To stop drinks from going cold and the cream dissolving in the drinks ( common sense really) for food to be a certain temperature and not Luke warm or stone cold. Apparently your company don’t serve butter with pancakes but it’s advertised on the board you do. There was no jalapeño in my spicy mc crispy which advertised also Went here in March 24 one morning ordered a coffee, the staff put it though as a bacon and cheese flat bread £1.79. I realised soon as I looked at the receipt. I told her that I wanted a coffee which was £1.99 between her and her boss struggled to change the bacon and cheese flat bread through the till. So I was refunded the £1.79 and had to purchase the coffee. £1.79 was already in the counter which I gave the staff 20p to add £1.99. She was taken a long time to count 20p making out I hadn’t given her the correct money. Which I had to break it down to her..maths clearly not her...