Floundering McDonalds Service

Good Day,

I would like to lay a complaint against the McDonalds outlet based in Noordwyk, Midrand, Gauteng, South Africa.

My mother arrived into the country as at 24/07/2018 and chose to wait for me at McDonalds as I knock off from work at 1600hrs. When I got to her at 1700hrs, I called an uber, we packed up and left. Once we got home and she settled in from her long journey, she realises that she doesn't have her phone in her bag. I called her number and it rang while we checked my place for the phone, we couldn't find it. I tried calling the phone a second time then it went to voicemail. By this time we were fearing the worst. I then reported the phone as lost on the uber app and immediately I get routed to the driver who took us home and he confirmed he didn't have the phone with him. He then came to us (forfeited his other trips to help us) and took us to McDonalds within 20 minutes of realising we didn't have her phone. We got to McDonalds around d 1745hrs to inquire if they saw a phone, to which they said no. They offered to check their bins (which I said would be futile as the phone was off) and no further. I ask to see camera footage at the time of the event and the manger for the night shift that day refused.

Granted, there are control measures set in place to ensure safety of confidential information but in the same vein, one must admit that these measures are put I place to exempt an entity from any wrong doing in an attempt to prove transparency.

The manager of the shift refused and profusely gave ambious reasons for not adhering to our request.

1. First he said he is not authorised to view footage, that only the boss can view it. He explained that his boss would be in the following morning (never mind that this was an urgent matter) 2. Then he says he can only enter the security room with a policeman and that we should get an affidavit confirming the lost of the phone. 3. He then says that even if he were to call the boss, the boss won't give him the password because of the risk it may impose (this is a weak excuse. In this digitised era, passwords can always be reset and any important information encrypted)

In my opinion, all this is *******.

We then go to the police station, get the affidavit and go back to McDonalds the same night at 2030hrs (all with the help of the same uber driver. ) Now the manager says we must call his boss (using my cellular device). I flatly refused as he was not treating us, customers, cordially. We were already on the McDonalds premises, outside in the cold with my old mother, and we weren't given the courtesy to call the "boss" by the manager on that shift. We were advised to return the following between 0800hrs and 1600hrs to view footage.

We didn't go.

We didn't go for the mere fact that we were iltreated and sidelined while an old lady needed her phone in a country away from home. We were disregarded to the point where I forced the manager to take my numbers. He promised they'd call me back and they haven't till today. I waited for some attempt to resolve this and till now, nothing, hence my compliant. I hear a guy's laptop was ****** the previous day.

Management service delivery is appalling, waiters are ******* and McDonalds has done nothing to exonerate themselves from this. Probably the phone is gone and sold but my mother now has to travel without a phone. And for that, its safe to say I'll never step foot at McDonalds and if I can help it, I'd advise others not to