McDonald's — Restaurant in Tonbridge and Malling

This McDonalds is consistently the worst one that I ever visit. It just goes to demonstrate that it is not necessarily the business model that is flawed but the management and training within the individual establishment.

It was about 7:30pm and relatively quiet inside - about 7 or 8 people were waiting for orders at the counter, inlcuding a few delivery drivers. I ordered at the screen and, as usual, a printed receipt was not generated. Table service was also unailable.

Several delivery drivers came and went and the drive-thru seemed consistent but not overly busy. However, team members could be seen regularly walking out to the car park with orders.

Team members could be seen behind the scenes, ambling about with no sense of urgency; one in particular spent most of their time with their head in their hands, seemingly unable to correct a mistaken order or understand what was going on.

It took 15 minutes for my order to be produced and I suspect that was only after I complained that my order number had dropped off the screen above the counter. Another customer ordering from the screen was served well before me. Other customers I spoke to shared similar experiences of waiting up to 20 minutes.

We all agreed that the deliery drivers and the drive-thru are prioritised way above customers inside, especially if eating in. Apologies were given when I explained my frustration but no concession or compensation was offered. The Manager seemed bemused!

It's a far cry from the days before the order-screens when you stood at a till and burgers slid down a heated chute behind the cashiers. Back then there was a sense of urgency and the simpler menu meant fewer delays. The order-screens certainly speed remove the bottlenecks at the till but the time-saving don't seem to have translated into the order-preparation areas.

It seems that this system works well in some establishments where management is on top of a motiated staff. Here in Tonbridge they are are mostly half-asleep and are able to hide behind the partition of...

Not very impressed at all with this McDonald's. Whenever I visit always have to wait ages for my order, the self service machines receipt never work so don't get your order number at times, they never have a till open for customers who want to pay cash as most places seem scared of cash these days! Staff seem more focused on the drive thru and restaurant customers have to wait ages, rude managers being rude to the staff standing there barking orders at them. I recently visited to purchase my dinner one evening, as usual no till open so had to use the self service machine as they expect you to use it, put my order through and as usual receipt fails so didn't even get a chance to find my order number, luckily a member of staff was walking past who was able to assist unlike previous visits! Rude standing in the staff area shouting order's at the staff and being rude to the just eat drivers! When I finally got my order and got home the burger I ordered was missing the beef patty! Was not impressed at all and have reported it to your UK head office. Tonbridge McDonald's has definitely gone downhill over the past few years and just getting worse, start opening up a cash till, priorities both drive thru and restaurant customers and ensure staff are getting orders correct. I'd rather drive 10 mins up the road to Tunbridge Wells North Farm or Sevenoaks never have issues there and they have a till...

Avoid. Avoid. Avoid.

We ordered Double Quarter Pounder with Cheese Meal (large, with fries and drink), plus a wrap of the day, apple pie and two McFlurries.

The order arrived and didn't include the meal. All that was delivered was the wrap of the day, apple pie and two McFlurries. No large Double Quarter pounder with cheese, no large fries and no large drink. How can they be missed? The bits that were delivered were extras. The meal that didn't get delivered was for our Son who hadn't eaten anything this evening whereas the extras were for us.

How do they lose a meal? Are the delivery drivers stealing it?

We contacted the branch who were not interested at all - in fact, their tone of voice was quite dismissive and almost felt they thought we were lying.

Avoid this place. The food instore is always ridiculously slow with them seeming to favour drive through customers, and the fact that they can't deliver the food you order and are not interested in dealing with their cock up makes it an awful place.

They blame the drivers, but we ordered it through the McDonalds app so it is their responsibility to deliver it or resolve it if not.

Avoid....