Dissapointed customer

Good Day,

I would like to lay a formal complaint against a staff member at the Wetton branch.

On Friday evening 09th October 2020 approximately before 11pm, my husband and I were on our way home from a conference in Wellington and needed to get supper for ourselves and kids. We usually go to Mcdonalds Plumstead where we always receive superb service however Mcdonalds Wetton was closer and we popped in there.

We entered the drive thru and started confirming our order in the event my son changed his order ( which is normal for kids to be undecided when they hungry) My husband requested she remove the meal to add another meal. This is when our experience of disgustful customer service started. The lady assisting him kept quite after he requests to have the meal removed. He then calls out to see if she is still there and she reply "Yes I took it off" my husband responds but it still reflecting again we get silence. My husband at this time is still calm and proceed to confirm what the additional meal should be. Again no respond, we then proceed to the next window to pay and would like to confirm what our order is, in order to ensure we don't have to come back if anything is incorrect or missing ( which has happened may times) My husband asks her can you confirm my order she then hands him the speed point machine for payment and continues to take the next customers order blatantly ignoring him. by this time I now see he is working himself up as she is just ignoring his request to confirm the order. I then try and get her attention to no avail she ignores me as well. She turns to him as he asks for the fourth time what is my order she replies what you ordered, now he is fuming as he feels totally disrespected as a customer who has the right to know what he is paying and shouts at her what is my F@#* order (which I did not agree with but after this horrifying experience he is at his peak and feels she is aggravating him. But it only gets worse as she replies back YOUR ****ING ORDER IS WHAT you order so still not confirming my husband in shock taps his cards and proceeds to collect his order cursing he will never purchase at McDonalds and will expose this on social media platforms as he works for a Media company. I then hopped out as he did not want to even take the food called the manager on Duty and advised what had just happened and all I got was a nod. Clearly the manager on duty has not had any form of customer service training.

We then receive our order and what a JOKE the order is incorrect. All we wanted was to confirm our order to prevent this and there we go, my point exactly why I needed to confirm BEFORE I pay.

My order consisted of 3 meals , 1 burger and a happy meal.

We received 1 meal and 3 burgers and a happy meal without the toy ( try explaining that to a 5 year old as all they want is actually the toy.)

The lady at the window came an apologized and was sincere and gave us the balance but not the toy which we thought was in the happy meal box and only discovered this when we got home.

I was so disgusted and in shock over the weekend and now I feel I need to know about the horrific customer service I received.

I will definitely not be going back to Mcdonalds Wetton I would rather eat dry bread as I will not allow anyone to treat me for something I am paying like that again.

I will certainly be moving this to most SOCIAL MEDIA PLATFORMS to make awareness that this is not acceptable.

Such a disappointment to receive service from such a reputable company