Complaint Regarding Incorrect Order and Poor Service – Brentwood Shopping Centre

Good day,

I am writing to formally raise a complaint regarding my experience at the McDonald’s Brentwood Shopping Centre on Friday, 9 January 2026.

I placed my order using the self-service POS system inside the store. The order included:

A Spicy Chicken McFeast

A Double Jalapeño Burger

A 10-piece Nuggets Meal

After waiting approximately 10 minutes, we collected the order and returned home.

Once home and ready to eat, I discovered that instead of a chicken burger, I had been given a beef burger. I was extremely upset, as I do not eat beef for religious reasons, nor do I allow beef in my home. This was a serious and unacceptable error.

I asked my fiancé to continue eating while I returned to the store to have the issue resolved. Upon entering the restaurant, I approached an employee who was seated in a corner and politely asked her to call the manager, as I needed to speak to someone in authority. Her response was rude, and she told me to go to the counter and ask another staff member instead. By this point, I was already frustrated, and this interaction only worsened the situation.

I waited for a cashier to become available and asked her to call the manager. I then stepped aside to allow other customers to be served. Although the manager was informed that a customer was waiting to speak to him, he only came out approximately 10 minutes later.

When I explained the situation, the manager appeared unsure of how to handle it and asked me what I wanted done to resolve the issue. He took the incorrect food and receipt and advised that a fresh burger would be prepared.

When I received the replacement order and returned home, I discovered yet another error — instead of the spicy sauce, the burger had standard BBQ sauce, which I also do not eat and did not order.

At this point, I gave the burger to my partner and opened the Double Jalapeño Burger, only to find that tomato had been added, even though this burger does not come with tomato.

I am extremely upset and frustrated by this experience. I have never had an issue at this McDonald’s before, which makes this even more disappointing. The lack of attention to detail, repeated mistakes, and poor customer service on this occasion are unacceptable. Errors like these — especially involving dietary and religious restrictions — will result in customers losing trust and choosing not to return.

I hope this complaint is taken seriously and addressed