McDonald's — Restaurant in Wales

Subject: Severe Service Failure and Lack of Accountability at McDonald's

I am writing to express my extreme disappointment and frustration regarding the shockingly poor service I recently experienced at your establishment. On 18th November I placed an order at your Mold McDonald's, and despite being assured by your staff that my order was complete, I was appalled to discover upon arrival home that a significant portion of my order was missing.

What compounded the issue was not solely the missing items, but the dismissive and flippant attitude of your staff. Despite their assurances that "everything was in the bag," I found myself mortified when I realized the food I had paid for was conspicuously absent.

To add insult to injury, upon returning to the restaurant to address the missing items, I was met with a complete lack of apology or even basic acknowledgment of the inconvenience caused. The indifference displayed by your staff further exacerbated my dissatisfaction.

This level of disregard for customer satisfaction is entirely unacceptable. As a loyal patron, I expected a basic standard of service and accountability, which was woefully absent during this encounter.

I urge you to investigate this matter thoroughly and implement measures to prevent such incidents from recurring in the future. Customers deserve respect, honesty, and a sincere apology when mistakes are made, none of which were extended to me during this unfortunate episode.

I trust that you will take appropriate action to rectify these service deficiencies and ensure that future patrons do not endure similar...

I was told that my payment hadn't been taken, when I was quite sure it had. I asked for a receipt to show the card had been declined but the manager claimed there wasn't one as it hadn't got that far. I tried to explain that the contact less had beeped and the the staff member taking payment had said it was fine and told me to go the next window, so I didn't understand why all of a sudden, at the collection window, I was being told I hadn't paid. The manager decided to hold up the massive line of customers to argue with me over it. He talked over me and blamed me for not pressing a button... 🤔 What button?? I didn't even touch the card machine, it was contact less. I was very embarrassed with a huge queue of cars behind me, all having to wait ages, so I agreed to pay again. The manager took my debit card and disappeared with it for ages (loads of customers still waiting behind me). Eventually, he came back with my card but I was a bit concerned he'd been gone for so long with it. Just checked my bank statement today and, lo and behold, I had been charged twice for the McDonald's and spotted several charges I don't recognise too. Very suspicious! And there seems to be no easy way to contact them and get my money back from paying twice without spending even more money on petrol, not to mention the time I'll have to waste queuing in the drive-thru (can't go in due to lockdown) and trying to explain the situation to some poor staff member 😭 Feel totally ripped off and definitely don't trust...

Called at the drive through this evening both order lanes seemed open when we got there as there were cars at both order points. After waiting for a while to order we realised they only seemed to be taking orders at the other lane. Eventually a member of staff came out and just stood there, didn't even have the decency to come over and tell us that lane wasn't open. I managed to reverse out and join the other lane and place my order. The member of staff then stated throwing traffic cones around to block the closed lane with a bit of an attitude, no acknowledgement or an apology. Got my food order from the second window, this had to be corrected as they had got our order wrong. Don`t think we will be calling here again, so much better at Broughton and the staff don't...