McDonald's — Restaurant in Wales

I do not want to be writing this email but feel like it is deserved after the shocking service we have received at one of your restaurants. We order from McDonald’s other stores quite a lot and it is the first time ordering from this one.

It was 12:30 am and we ordered and there was a store full of people only one young lady who was just laughing with customers who she knew and everyone can see the food pilling up and no orders being given out then she starts bagging up some orders we are order 17 and orders go out right the way up to order 30 and we still haven’t received any food 35 minutes after ordering. The order is giving to us and the food is stone cold as it has been sat where we can see for the last half hour. We asked for another lot of food and our money back the lady gives us the money out of the till and goes into the back laughing with other staff members we then queried after another 10 minutes wait where our food was and she replies with a stinking attitude that it was either a refund or our food and we wanted a refund so we had waited an hour at this point to be told there was no food so we had wasted and hour of our time we asked to then speak to the manager who had be giggling like immature children with the other staff as she thought it was very funny we had an issue with the service she said we could order our food and pay again and she could give us some vouchers and not any free food or anything. So we did and waited another 20 minutes for the food to come out with salad on when the original order specifically said no salad and we had reminded before placing order. The woman refused to give us her name and we pointed at that we are glad she found it funny we had wasted an hour and half of our time and said she wasn’t laughing when colleagues where visible at that time in the back laughing and even making remarks like “it’s okay to have a laugh in work you know” we didn’t expect 5* food or instant food but a little bit of respect I think it needs to be taken into consideration what we are saying I believe Leah is the manager and I’m not sure on the name of the lady on the till but reading through other google review doesn’t seem like the first time there was also another couple that had been waiting over 40 minutes and hadn’t had there order taken.

If this could be looked into for your sakes and for your customers that would be...

Very disappointing experience here today. This is not the first time I have experience less than great service at this McDonald's.

Today was especially disappointing, firstly I hate being kept waiting as a customer and in what seems to be a growing trend in McDonald's recently, I was kept waiting at the counter for several minutes before being served. Then I was waiting for several more minutes as they prepared the meal, I feel the priority if given to the drive through which infuriates me as I at least bothered to actually go into the restaurant.

Eventually I received my order and as there was no room to sit, I went back to my vehicle to eat. I ordered the Grand Big Mac and the first thing that struck me was how poorly the burger was constructed. It looked like it had been put together in a war zone, with a hurricane passing by, there is no excuse for such a basic task to be done to such a low standard. The second thing was the ratio of ingredients, in other words, it would have been nice to have had some burger and sauce with my lettuce. It was genuinely plastered with the stuff, I removed a load so I could actually taste the rest of the burgers ingredients.

Then after eating my burger, I took a sip of my drink and to my disgust it was the wrong drink. I had ordered a regular, fatty, sugar full Coke but received some nasty diet or similar, I was not happy but due to the poor service already received, I didn't replace the drink and instead decided to voice my opinion here to try and encourage others to use the other McDonald's which is at the next roundabout and is a far better experience.

And finally just to add, there was no napkins available, now I am unsure if this is because this is a franchise restaurant and they care more about profit than their customers ability to clean up after they are but again, it's not difficult to keep them topped up and would think it would be a basic task that is kept up on...

This was on the 12th July 2023, I walked in and it’s busy and I order my food I got a Big Mac meal and i order my Big Mac only these add extra cheese, 2 minutes go by and I get my food, I open the Big Mac and it’s got lettuce in it so , at this point I’m sat outside on the tables with umbrellas and I see a worker go past and I tell him it’s wrong so he says he’ll sort it out for me and dosnt come back so another worker walked past me and he said he’d go and check on it and he comes out later on and he said he’d check on it again for me 🙄 and I decided after 40 minutes of waiting to go in myself and ask them about it once again, they haven’t even made it, and the manager gave me a pack of mozzarella bites to apologise about it, I wasn’t bothered about the bites I was annoyed because it wasted so much of my time when I could of been doing something else but the Big Mac wasn’t warm or cold it...