McDonald's — Restaurant in Tunbridge Wells

Been into the Tunbridge Wells branch of McDonald's twice the refit which has actually made the restaurant smaller and not really improved it at all if anything it's made it worse especially when it busy in the evenings with families eating in there.

On the 1st occasion we were left waiting at least 20 minutes for the order which was only 2 Happy Meals and a member of the packing staff was shouting and arguing with another member of staff over orders, and on the 2nd occasion I was waiting at least 10 minutes for my order and then was offered the wrong order, so I had to wait even longer for my food again 2 Happy Meals as no one had actually seen my order and it wasn't prepared. I actually got asked by who I'm guessing was the duty manager if I'd ordered it on the app or within the branch, when I said I ordered it at kiosk he apologised and started my order for me

It's not exactly fast food, well not in my books.

I don't think it looks very professional for such well know restaurant brand to have staff shouting and arguing with each other in front of customers.

I'd rather drive to the Tonbridge Branch where the customer service is so much better and the staff don't shout and argue with each other.

Also Mcdonald's are advertising a Pokemon promotion with the Happy Meals at the moment, and I got the Minion toy instead and when I questioned this I was told it all depends what they get sent, so why advertise a promotion then change it without any...

This is the last of many problems at this site

Most of the time I use the drive through and whether busy or not I am instructed to park up and wait a long time for cold food, this occasion (today) we was actually given our food at the window but missing items, which is usual for this site, I usually pull someone coming out with a tray of food for someone else and they usually go and fetch me the missing items, on todays occasion I had parked up and realised it was missing items, I drove around the drive thru and back to the collection window (2 mins after my order) I was told by the rude member of staff that I needed to come in to deal with it as I’m holding up the que, I explained I am disabled and said that’s why I use the drive thru and that I’m sure my items are there and he can just pass them out, he refused saying I need to come in or I’m not getting anything, I didn’t move and a female member of staff come to the window saying she cannot help

I told her that I have paid for the items so won’t be leaving without a refund for them or the items their self, but she then asked if I had a receipt but I wasn’t given one which I told her, she told me I won’t be getting the items and to move.

I drove off out of pocket and without the items I paid for. Disgusting.

Other incidents at this site I have experienced include:

missing items waiting usually 20 mins + for orders cold food rude staff

This is the last straw for me and I won’t...

I’ll start of by the drive thru - in the early morning around 6:50am we are served by a lady called Janice who is so welcoming and lovely, she also had a laugh which is nice to hear in the mornings and I don’t think her serve get enough credit. When we receive our food from the next window we are served by someone called Susanana who is so bubbly welcoming, make sure all food is correct before we leave, she also apologies for any waiting time even if this is for a few seconds. She then also waves goodbye to us and wishing us a lovely day again her service goes unnoticed. Now let’s talk about in store - in store we’ve had mixed reviews about (recently) it has been on the unpleasant side - where we’ve had rudeness by the workers (understandably they are very busy at times) but your customer service shouldn’t go down hill because of a bad day. We have to sometimes wait like an hour for food and then for it to come stone cold is ridiculous. My delivery orders (we do order a lot) however it’s always late, never on time, comes stone cold and then when trying to complain no help can be given. I just want to say as an overall review / opinion (Janice and susanana) are incredible people and you are super lucky to have them work for you. The service in the morning by these top people and these two along is incredible everyone else’s service is shockingly bad and I’m surprised half of them was...