Feedback is the breakfast of champions

Experience Date: 04 October 2020

Do not be confused by the one star

I write to you with a lot of disappointment, I visited your McDonald's BP South, worst decision ever after being on the road for the longest time and still having to drive for the longest time.

Time was around 10a.m when myself and my daughter decided to drive through as we had been on the road for the longest time only to be attended to by a rude lady (Tumisho) from the time of trying to place our order. She was talking to her colleagues while the headset was not on mute and I tried to alert that I can hear the conversation which I'm not supposed to be hearing, when I tried to tell her that I can hear her as she was screaming she screamed even further saying that she "told" me to hold on for her, I placed my order and when I got to the window to pay for my order I asked if she is the one that took my order and she rudely said yes, and I told her that she doesn't have to be rude all I am doing is giving her feedback which she should be welcoming, apologise, learn from it and move on because it all it takes is to say Mam I apologize I didn't realize that I did not mute you. She carried on telling me that she is also a customer somewhere which even now I don't understand why she mentioned that because I am also in retail. She further went on saying that she will not apologise and called her colleague saying that I am refusing to pay for my order when she even rudely ordered me to pay for my order, which I wouldn't have just placed it without the willingness to pay. The colleague came, polite gentleman by the name of Thembi who experienced me being abused by this lady, why am I as a customer subjected to such unwelcomed, unfavorable and unacceptable experience? Thembi was kind and tried to call her to order and said to her that is not how you speak to a customer but she didnt want to listen and carried on talking. Did I mention that I am a regular at McD BP South, never have I ever been treated the way that she treated me. This led me to even think that she is treating me this way because I am a black female? What if I was white, would she have treated me the same way? It's unfortunate that I am linking this to race. Had I known that my visit would be this bad I wouldn't have stopped, I swear. I ended up driving off without getting what I intended to get for the road that **** ahead, clearly she doesn't understand her role and responsibilities to the community and bypassers at larger. She doesn't understand how long I drove just to get to what was once my favorite drive through which she turned to be the worst. I called at about an hour later to complain to the manager on duty and still expressed my appreciation for Thembi who was kind to me, only then she wanted to apologize, I need to understand why she didn't want to take ownership for her actions and apologise while I was there? Why did I have to make a call for her to apologise? What if I didn't make that call then what? I refuse to pay for something that I have to fight for, if it doesn't serve me and my wellbeing then it's costly.

As a customer I have the right to express how I feel and what led me to be livid is the way she engaged me, from being known what I come for to being subjected to this abuse? I refuse. If McD is tired of having me, my family, friends and associates to name just a few, may I be told of such. For ease of reference I have the recording because she did not leave me choice but to record her. I was very clear when I called that I will report this matter and escalate it. Tshepo who took my call was very kind and listened to my complaint which I hugely appreciate. Thembi was awesome too. They both wanted to make right by me of which I appreciate.

Because this lady refused to Apologize while I was there, I await her written apology in 4 working days and she must state her reasons of refusing to take ownership, what will she do in future if she is still in employment of McD to avoid reoccurence and what will she do to make right by me? What if I didn't make that call, when was she going to apologise? I am sure that we all undertake and adopt Organisation's values, behavioral requirements and goals upon taking up employment, seeing that she is in breach what will happen?

Yours in service Sharon Masina