Mcdonalds' Terrible Customer Service

MadThatter10

Weeks ago I visited a Mcdonalds branch and had terrible service, I wont go into too many details, but basically we ordered our food, they made our drinks, then we were left waiting for over 40 minutes! Obviously by then the drinks were cold, but they didn't even make us new ones. There were alot of others also left waiting all of this time, while we had to listen to the staff shouting and swearing at eachother, and when we did finally begin to eat our meal they had got our order totally wrong, and the food was freezing cold and congealed, because the only thing that wasn't cooked within the first 2 minutes were the eggs!
After complaining, I am fuming at the lies I have recieved from them, especially as they are exactly the same as a friend of mine recieved after he complained about a totally different restaurant.
Copied below are the emails I have sent/recieved apart from the first one, which I dont have a copy of!

From: [EMAIL="C252EMAIL@uk.mcd.com"]C252EMAIL@uk.mcd.com[/EMAIL]
To: [EMAIL="xxxxxxxx@hotmail.co.uk"]xxxxxxxx@hotmail.co.uk[/EMAIL]
Subject: McDonalds Customer Services Department Reference: 1144600
Date: Thu, 3 Mar 2011 15:39:55 +0000

Dear Miss xxxx

Thank you for contacting us about your visit to our Keighley restaurant.

I agree with your sentiments that the level of service you received on the day in question was most undesirable. For any of our customers to encounter the problems you describe is unacceptable and not in keeping with McDonald's high standards. As such, I am appreciative that you brought this matter to our attention and offer my sincere apologies for your poor visit.

Maintaining high standards of service is of course vital to our success and having to wait for meals is clearly a source of much annoyance for our customers. All staff are focused on providing a speedy and efficient service and I regret this was not your experience.

Your comments are taken seriously by us and have been passed to the management team at Keighley. The details of your complaint will be used as part of their assessment of the restaurant's performance and procedures. These ongoing reviews help to identify any areas needing improvement.

To make amends for your spoilt visit I have sent a voucher to your home address to put towards a future meal with our compliments. I trust this is well received.

Again, thank you for taking the time and trouble to contact us.

Regards



Jane Lawler
Internet Response Team






Following on from your reply to my complaint, you said that a voucher had been sent out to me, I was just wondering if this was ever sent out, as I have yet to recieve it?
Thank you,
(sent 12th March)



Dear Miss xxxxxxx


Thank you for contacting us again in response to our e-mail.

I am sorry you have not received the voucher as promised, which was originally sent to you on the 3rd of March. Please accept our apologies.

I will arrange for a replacement voucher to be reissued shortly and thank you for your patience in this matter.

Regards



Jane Lawler
Internet Response Team (sent 14th March)


And my "end of the tether" email from today!




Following on from our previous emails I have still yet to recieve the vouchers that I have now been told were posted 2 times. Unfortunately I also spoke to a friend who also had reason to complain to your company in the past about a totally different restaurant, and also was told that vouchers had been sent twice, only for them to never turn up either time. With him living a long way from me, I would assume that it is not postal problems all four times.
I'm afraid that now, not only am I dusgusted with the treatment, service and food quality that I recieved when I visited the Keighley restaurant, but I am now also disgusted with the level of customer service you offer your loyal customers. Since this visit I have refused to visit any Mcdonalds store until I recieved the vouchers, and your company could prove that they could provide a MUCH higher level of service, unfortunartely due to the poor quality of your customer service I will now be sure not to visit again, and I will also be spreading the word about the terrible service I recieved, and the terrible customer service that followed.
I hope that you learn to respect your customers alot more, and reward those who are loyal customers.




:mad::mad::mad::mad::mad::mad::mad:

System

not that related but what really does annoy me about Macdonalds is when you go to the drive thru and your food isn't ready. They then give you your drink and make you park up. By the time the food turns up i've always drank the drink which means i've no drink with my food!

More related to this when i've complained and been sent a voucher (its usually a fiver) it has always turned up straight away, are you sure they have your address right?

ps some people are reluctant about having there real names on their posts, it may be a sensible idea to edit the letters to remove your name, you don't want to attract any nutters!

MadThatter10

goater78 wrote: »

not that related but what really does annoy me about Macdonalds is when you go to the drive thru and your food isn't ready. They then give you your drink and make you park up. By the time the food turns up i've always drank the drink which means i've no drink with my food!

More related to this when i've complained and been sent a voucher (its usually a fiver) it has always turned up straight away, are you sure they have your address right?

ps some people are reluctant about having there real names on their posts, it may be a sensible idea to edit the letters to remove your name, you don't want to attract any nutters!

oops, hadn't realised I had left my full name in there, thanks for the heads up!
Unfortunately they do definitely have my right address, as I sent them it again with the 2nd email. I have since found out the exact same happened to a friend of mine, and my boyfriend has just spoken to his dad about it, and he had the same problem! They were both in Sheffield, where as mine was Bradford, so it could be just that they are useless in Yorkshire?! xxx

qetu1357

Where ARE the food police!?

sirmarcus

OP.....Suggest you escalate and/or complain to Jill McDonald, McDonalds UK Chief Executive, via sending her an email at [EMAIL="jill.mcdonald@uk.mcd.com"]jill.mcdonald@uk.mcd.com[/EMAIL].

Good luck.

Esqui

sirmarcus wrote: »

OP.....Suggest you escalate and/or complain to Ronald McDonald, McDonalds UK Chief Executive, via sending her an email at [EMAIL="ronald.mcdonald@uk.mcd.com"]ronald.mcdonald@uk.mcd.com[/EMAIL].

Good luck.

Fixed for you

Deano24

Oh I see the Keighley one still hasn't changed since I complained over 3 years ago. I once heard a story about that place, something to do about the mayo..........

sirmarcus

sirmarcus wrote: »

OP.....Suggest you escalate and/or complain to Ronald McDonald, McDonalds UK Chief Executive, via sending her an email at [EMAIL="ronald.mcdonald@uk.mcd.com"]ronald.mcdonald@uk.mcd.com[/EMAIL].

Good luck.

Esqui wrote: »

Fixed for you

Be careful as you will get the parishioners confused;):rotfl:!!

Ronald est un homme und/oder nicht eine madchen !:);)

bạn không thể c! được c!c nhân viên ngày nay;);) and tut tut !!;):rotfl::rotfl:

MadThatter10

sirmarcus wrote: »

OP.....Suggest you escalate and/or complain to Jill McDonald, McDonalds UK Chief Executive, via sending her an email at [EMAIL="jill.mcdonald@uk.mcd.com"]jill.mcdonald@uk.mcd.com[/EMAIL].

Good luck.

Thanks for that :O) I tried some searching to find something like this but without much luck!

MadThatter10

Deano24 wrote: »

Oh I see the Keighley one still hasn't changed since I complained over 3 years ago. I once heard a story about that place, something to do about the mayo..........

Unfortunately not, it's not the first time I have had reason to complain, but will be the last, at least it helps with my diet haha!
Hmmm, if only McDs still did mayo through, never understood why they stopped doing it!

Enfieldian

You waited 40 minutes in a fast food restaurant for breakfast?

More fool you.

10 minutes, max, after placing the order you should have asked for your money back and gone elsewhere.