McDonald's — Restaurant in Stoke-on-Trent

I visited McDonald's this evening and placed my order through the app, paying in advance. Upon arriving at the drive-thru, I was informed via the speaker (quite abruptly) that the cash machine was down. Since we had already paid through the app, we assumed we could still proceed.

When we reached the windows, staff members could clearly see us through the glass but chose to ignore us entirely. No one offered any assistance, and it was very unclear what we were supposed to do. After waiting for some time and receiving no communication, I beeped my horn to try to get someone’s attention. Despite seeing multiple staff members inside, they continued to ignore us rather than simply explaining the situation.

I then parked and attempted to go inside, only to find the doors locked. Again, staff inside saw me but continued to disregard me. When I managed to wave someone over, the person who finally approached — the manager, no less — was incredibly rude and unprofessional. His attitude was appalling, even using foul language while referring to me before speaking to me directly.

All I wanted was a simple explanation about my app order and whether I would be refunded. The dismissive and disrespectful response I received was shocking. As someone who has worked in customer service, I found the behavior of the entire team completely unacceptable and disappointing. This is not the level of service anyone should expect, especially from a well-known brand like McDonald's.

I hope this feedback is taken seriously and that proper training is provided to ensure other customers are not treated this way...

THE WORST McDonald's! going to stop ordering from this one! never put dips in the bag even when you have expressly ordered them!.....I mean can they not read? or are they just ignoring customer requests? Food is always cold and chips are always stale and no matter what you seem to always get a book with the happy meals toys don't seem to exist in this branch at all! and that's not just when you order from them it's all the same with bad attitudes if you decide to actually visit the branch.......not too long ago I went in with my son and my mother I ordered a double quarter with cheese meal my son obviously had a happy meal compleat with boring book because yet again they "didn't have any toys left" and my mum had one of the limited edition burger meals (I forget which were on at the time) the burger meal was inedible and I bit into a completely plain (other than ketchup) double quarter with non existent cheese so i took it to the desk and the convo went like this-

Me: hey sorry this quarter pounder hasn't been dressed it just has ketchup.

Shift manager (SM): yeah that's because we don't have any of the ingredients (looking at me as if I'm stupid!)

Me: Well do you not think you should be telling customers this?

SM: I'm telling you now

Me: you should be telling people before you serve them something they didn't order! And don't speak to me like that!

I walked away at this point but that SM still had the balls to shout something at me across the restaurant as I walked away from the desk. You don't expect perfect from McDonald's but this branch...

I am making a more formal complaint about a deceitful and very rude worker there but also need to plaster my experience everywhere I can seeming though there’s a rude and lying staff member who works there. At 14:37pm on 25/07/2025 I spoke to a young ish sounding male about an error on an order that happened from uber. I offered to drive up to collect my missing parts of my order (using my time and petrol) but told the worker that due to McDonalds error my other food will be cold by the time I’ve drove there and back. He refused to replace our food and taking back to cold food because ‘it costs a lot of money’ forgetting that I’d spent a lot of money on an incomplete order. He was extremely rude, didn’t offer a resolution and was purposely winding me up. He called me ‘duck’ I asked him to not call me that and he did it again really patronising. He then hung up on me when I had not finished trying to resolve their error. As a customer being left like that and treated like that was disgusting. I instantly rang back and at 14:42pm straight after and a young girl answered who said she didn’t know who I spoke to as she had just come on shift, she popped me on hold whilst she asked all staff who it was who I had literally spoke to minutes before. Nobody owned up to her that it was then. So somebody who works there is not only rude and disgusting to customers but is also a liar and doesn’t take accountability for his actions. This matter has still not been resolved. I will be leaving this review everywhere and have made a formal complaint for this to be...