Disappointing Service

I had ordered a Big Mac Medium meal(swopped my cool drink for an extra large milkshake) on the 26 May 2020 at around 4:20pm using the McDonald's App. My order was said to arrive at after 5:20pm.

I had stood outside, in the cold for about an hour waiting for your rider to come. I eventually called your call centre twice and was told that the rider is on the way which was a blatant lie. My order had never been collected from your restaurant. After 6:30 I had eventually gotten fed up and decided to cook my own meal as I knew this order was never coming through to me.

At 7:30pm a gentleman by the name of Victor had called me from the restaurant knowing full well that I hadn't received my order but still had the audacity to ask me, which I in turn said 'no'. He apologized and had advised me that the orders had gotten mixed up,and that they have already knocked off and would deliver my order the next day. I said well that's fine and I would like something for free maybe a mcflurry or nuggets. He said that would be fine. I then said that my order should be at my residence at 5pm the next day.

I had also called them yesterday, spoke to Victor again who has assisted and said to him don't forget my order at 5pm. I spoke to Victor around 3pm that day reminding him.

To my surprise my order was late again, I was standing the cold again waiting for my food. I had called Victor about 3 times to follow up where my order was. My order eventually came at 6pm, knowing full well that I had said 5pm knowing that this was a mess up on their end not bringing my order to at least not mess this one up again. Aren't you guys supposed to of prioritized me the next day to at least be on time?

Let's get to the food... The food was absolutely cold, I had to microwave it. The nugget that I bit into was as hard as a rock,which even caused my gum to bleed because it cut into it. The burger was flat. The chips look like it was recooked even before I had microwaved it. I am absolutely disgusted by your service,knowing that customers have been waiting for after lockdown to order your delicious food.

I live in Springs and I'm assuming that the order came from McDonald's Springs and not Durban.

Ref:***

I look forward to hearing from you.