Bad management and double priced ice cream at Mc Donald Glen village pta east

Good day

I am writing to formally lodge a complaint regarding an extremely disappointing and unacceptable experience at McDonald’s Glen Village on 12 January 2026 (Receipt 1863).

My family and I are loyal McDonald’s customers and have a long-standing routine of stopping for ice cream after long drives. We typically purchase three ice creams at R10 each, which is consistent across McDonald’s stores we visit.

On this occasion, we were unexpectedly charged R68.70 for three ice creams—more than double the usual price. Seeking clarity, we proceeded to the drive-through window to enquire about the discrepancy.

Unfortunately, instead of receiving a courteous explanation, we were met with defensive, dismissive, and unprofessional behavior from the individual who identified himself as the manager, stating his name as “Agreement.”

We requested to step aside from the drive-through window to avoid delaying other customers - The manager continued engaging in an argumentative manner and accused us of not ordering the ice cream using the “correct product code / name,” despite the fact that customers are not expected to know internal menu codes. We simply ordered the same ice cream we routinely purchase at McDonald’s outlets.

At no point was an apology offered, nor was there an attempt to resolve the matter through a refund, explanation, or compensation. Instead, the interaction escalated further. When I attempted to take a photo for record purposes, the manager arrogantly gave us his name badge putting it through the window of our vehicle and challenged us to report the matter, which I found both inappropriate and confrontational. This interaction took place in front of our children, making the experience even more distressing.

As a customer, I was deeply disappointed by:

The incorrect and unexplained pricing

The lack of professionalism and customer care

The dismissive and confrontational attitude of the manager

The absence of any attempt at resolution

Had we known the ice cream would cost nearly R70, we would have chosen a different option entirely. More importantly, this situation could have been resolved calmly and professionally, but instead it left us feeling disrespected and taken for granted.

I am requesting:

A formal apology

Clarification regarding the pricing discrepancy

A refund or appropriate compensation

Assurance that customer service standards at this branch will be addressed

I am escalating this matter in good faith and trust that McDonald’s values customer experience and accountability. I would appreciate a prompt response and resolution.

Regards, Phumudzo Sambo Unhappy but loyal customer ***

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