Horrible customer service at McDonald's

I placed an order on the McDonald's mobile app on 01/07/2025 at 18:58. I arrived at the McDonald's capricorn branch at 19:25 and waited in the drive through, when I arrived at the second window for payment, they could not assist me for some reason and told me to go inside after waiting in the drive through for 20min and asking for a refund thrice.

I was told I did not collect my order within the hour, which is a lie and an assumption on the staffs side that I did not appreciate. The app also states you have two hours to pick up the order or it will be canceled. Even after providing proof they had no answers.

I was told to come into the store where I had to shout for assistance, I could hear the staff all arguing about who would have to assist me. Finally someone came and I was told they cannot refund me and that I need to cancel the order myself on the app. They also claimed I did not pay even after I provided proof of a card payment. She told me to email the the email address that sent me a receipt, I kept telling her it's an automated response email I can't do that but she insisted. I had to leave without my money. They simply refused to help me. They all hid in the back and she even admitted she can't get a manager to come and assist me because they simply don't want to.

I tried to contact McDonald's customer care via the email provided on the website and was met with an automated response. I'm sure I will not be receiving my money back.

Do not go to this branch, the staff have no idea what they are doing, they ignore the customer and treat you like a **** and *****.