McDonald's — Restaurant in Trafford

Dear McDonald’s Customer Service Team,

I am writing to express my disappointment with the service I received at your Trafford Retail Park branch in Manchester on Saturday, 30th November 2024, at approximately 9:05 am.

While waiting in the drive-thru, I noticed that despite there being two lanes, three cars in the other lane were served before me. This is the second consecutive occasion this has happened at this branch. As a loyal customer who enjoys McDonald’s breakfast, I found this experience frustrating.

When I attempted to raise my concerns with the manager, Megan, I was met with an unprofessional and dismissive response. She claimed the delay was due to being busy, which was not accurate as it was a quiet Saturday morning. When I asked for an apology, she outright said, “I’m not going to apologise.” Instead of addressing my concerns, she stated that she “can’t be bothered with this,” shut the window, and refused to serve me. She then suggested I take my business to another McDonald’s.

This behavior is unacceptable, especially from a manager, and does not reflect the level of service I expect from McDonald’s. I believe customers deserve respectful and fair treatment, and my experience fell far short of that standard.

I kindly request that you review the CCTV footage from this incident, as it will confirm the sequence of events I have described. I would also appreciate feedback on how this situation will be addressed to ensure other customers do not have similar negative experiences.

Thank you for your attention to this matter. I look forward to your response.

Kind...

I use to work for McDonald’s and my partner still does which is why I am shocked with the lack of customer service in which we received. Not once or twice but on so many occasions now with me going in and complaining about my orders getting messed up. Order a breakfast today and it was wrong once again! They also was careless and split a large coke all down my mrs car and acted like it was our fault when she was still passing me the food so not like she was ready. Call up and they was rude. I go in today 29th may 11.08am and the main manager was nasty, laughing, saying he can’t do anything which is a lie he could of done something but the disrespect we got when we said your staff should be doing their job! He kept questioning us with an aggressive tone. He asks me which is my local and I said this one and he said think you should find a new local McDonald’s, which is not professional. I said I will call his manager and he laughed saying go ahead she won’t do anything. I said I will call HR and he laughed and said okay (in a mocking way). All the staff around wasn’t any help, they made it feel uncomfortable. He tells us to leave and he walks off going “bye.. bye” which was inappropriate. So we leave. I don’t understand what is wrong with people but If that was me I would of 100% lost my job. They did not make it a pleasant experience and has changed the way we think about that store. Their response to our complaint for their mistake was completely...

Calling this fast food is a breach of the trade descriptions act. I used to visit this branch fairly regularly but stopped after poor service.

Last night I was passing and decided to take a chance on account of it being 9:30 and thinking it’ll be quiet - which it was. Large meal with a Diet Coke (run out of full fat) ordered and was asked to pull forward. Given my drink and asked to pull forward again to the end window - in an empty drive thru. After 5 mins I was handed someone else’s meal. The girl who threw my order though my window had already scurried off so I had to reverse back through the still empty drive thru. Was told to pull forward again and it will be with you shortly. 12 minutes later I received my burger, some very cold fries and a double cheeseburger.

Top tip!! Register as an Uber driver, go through the application process, provide proof of driving licence etc, then order your own food to yourself. Will be far quicker than ordering through the “traditional” method.

It’s not all bad though. Someone in the staff is hiding their super powers because they made my double cheeseburger with extra ketchup and no onions or pickles - without me ordering that - which turned out to be delicious. How did they know??

I also gave the atmosphere rating 3 stars because the staff at least seemed to be...