horrible service/ Grayston Mcdonald's

On 13 August 2025 at approximately 19:00, I experienced deeply unprofessional treatment from an individual who identified herself confidently as “Bonga,” claiming to be the manager at your McDonald’s branch on the corner of Grayston and Rivonia. Her tone and conduct were completely unacceptable for someone in a managerial position, and I request that you review your CCTV footage for the mentioned date and time.

No manager, anywhere in the world, should speak to a customer in the manner I was addressed. It is shocking that in South Africa, customers often have to beg for service. One must wonder if management reminds staff where their salaries truly come from. Personally, I could never treat any client with the disregard I experienced that evening.

I have never physically visited this branch before, although I have purchased from it multiple times via Uber Eats. Until this incident, I had never encountered such poor service.

Here is what happened:

I placed an Uber Eats order just before 18:00. The app indicated delivery by 18:15.

At 18:30, with no delivery in sight, I tried calling the branch—no answer.

At 18:50, I drove out of my complex to the store. At the gate, I met the Uber driver, Walter, who said he was on his way to my house. He apologised and explained that his phone had fallen and stopped working. (For the record, I believe McDonald’s should consider installing U-shaped Perspex phone holders with double-sided tape on delivery bikes to prevent such issues.)

We arrived at the branch together. While Walter was trying to explain the situation, “Bonga” interrupted him impatiently. This was a driver already stressed about his phone being broken.

I then mentioned that my order was incomplete—only a Big Mac was included, and two other items were missing. Instead of assisting, she spoke to me in a dismissive, almost mocking way, as if she knew there would be no consequences for her actions.

With no willingness from her to resolve the matter, I was left with no choice but to request a refund directly from Uber Eats. I was told that McDonald’s “has nothing to do with Uber,” and that was the end of the conversation.

Never mind that I had already been inconvenienced enough to leave my home and still did not receive my full order. Never mind the impact on my family’s meal. The point is that your so-called “manager” failed to demonstrate even the most basic principles of customer service.

If I were to treat a client the way I was treated that night, I would likely be unemployed the next day—not because my boss is strict, but because I have been taught to respect the source of my salary.

This incident calls for real and urgent training for your staff—especially management.