Extremely unsatisfactory customer service

Dear McDonald’s Customer Service,

I am writing to express my extreme dissatisfaction with the service I received at the BP Garage McDonald’s in Somerset West on Saturday, 9 November 2024 around 11pm. The way I was treated during my recent visit was nothing short of appalling and left me feeling disrespected, frustrated, and upset.

I attempted to redeem my points for a McFeast burger by handing my phone to the worker. She tried to scan my QR code, but the system was offline. After scanning at a different register, the system still malfunctioned, and she called over her manager for assistance. Despite both of them trying to resolve the issue, it was clear that neither knew what to do. The worker then informed me that I wouldn’t be receiving my food, which was incredibly frustrating, especially since my points had already been deducted.

When I raised this issue, explaining that the points had already been taken from my account, the worker arrogantly dismissed my concerns, telling me that it “wasn’t her problem.” I then asked what I should do, and she nonchalantly suggested that I wait for two hours for my points to return so I can get my food. Throughout this entire interaction, the manager stood by and did nothing to correct the worker’s rude and unprofessional behavior. Instead of offering a solution or apologizing for the inconvenience caused by a technical error, the manager seemed to encourage the worker’s dismissive attitude and failed to offer any meaningful assistance.

At one point, the manager did suggest that I would eventually get my points back and get the Mc Feast, but the worker still insisted that I leave without my food. Even after this, when I was already driving away, the worker asked through the window, “What about the points you getting back?”—as if accusing me of trying to take advantage of the situation. This was completely unnecessary and insulting, as I had already made it clear that the issue was with the system, not with me.

I am extremely upset about this whole experience. Not only did I leave without my food, but I also did not get my points back. The worker’s behavior was rude, unprofessional, and dismissive, and the manager’s failure to intervene made the situation even worse. Additionally, I requested the worker’s name, but she refused to provide it, further compounding my frustration.

This entire situation has left me feeling as though I was wrongly accused of something I didn’t do, and I find this level of customer service completely unacceptable. I would appreciate it if this matter is investigated thoroughly and appropriate action is taken to ensure that such an incident does not happen again.