Formal Complaint – Poor Service Experience at McDonald’s Belhar Drive-Thru

Dear Sir/Madam,

I am writing to formally raise a complaint regarding the unacceptable level of service I received at your Belhar branch on my recent visit.

I arrived at the drive-thru at approximately 12:55, yet my order was only taken at 13:15, resulting in an excessive waiting time of 20 minutes just to place an order. This delay alone was already concerning.

I proceeded to order two Medium Big Mac meals with two Cokes (no ice). The order was correctly repeated back to me over the drive-thru PA system, and I moved forward to the payment window. Trusting that the order was accurate, I tapped my card for payment. Unfortunately, my order was not verbally confirmed at the window, and I did not check the slip at the time.

Upon reaching the collection window, I realised that I had been charged for an incorrect order. When I raised this issue, I was instructed to walk back to the payment window to “rectify” the matter, which I found both inappropriate and demeaning as a paying customer.

Instead, I chose to enter the store to resolve the issue. While a frontline staff member was helpful and attempted to assist, the situation required managerial intervention. The manager then proceeded to explain what appeared to be a complicated and inefficient refund process, with no immediate resolution offered.

At that point, it became clear that process was being prioritised over customer service, and I made the decision to leave the store without my order. I requested that the meal be given to someone else, as I no longer wished to engage further.

This experience reflects poorly on customer service standards and operational efficiency. Key concerns include:

Excessive delays in the drive-thru Failure to confirm orders at payment Incorrect billing Inconvenient and inappropriate instructions to customers Lack of efficient issue resolution by management

As a customer, I expect a basic level of professionalism, accuracy, and respect. Unfortunately, this experience fell far short.

I trust that this matter will be taken seriously and that corrective steps will be implemented to improve both service delivery and customer handling at this branch.

I would appreciate feedback on how this issue will be addressed.

Kind regards, Sharif Mia