Horrid Customer Service- Uncultured Female Manager and inexperience "barista".

On Sunday, 21st October I visited the McDonald’s on William Nicol in Fourways and there were several issues I had with the service and the quality of the 'food and drink' ordered. I arrived and went to the McCafe section to order 1 mocha- to go, but was made to wait for someone to take my order. There was no one "at this section" to assist me. I however waited patiently, and my order was taken. Once I received the drink it tasted nothing like a Mocha. I advised the McDonald's employee that prepared it that "it was watery" and that I could not taste 'the chocolate' (and the espresso too seemed to taste like cheap instant coffee). She then imp**** that I had no idea what a mocha should taste like, by asking me "Is this your first time ordering a Mocha?" I ignored this and let her try to make me another one, hoping that she'd get it right. But, unfortunately, the second one was basically 'watered down hot-chocolate'- tasted worse than the one I was given first. I was forced to ask a refund instead because she cannot make the mocha. That's was the first problem I had on this particular day. Another issue at this particular McDonald's, which seems to be escalating, is the lack of "service", and the lack of "friendly service". There is no sense of ‘urgency’ to serve customers and what makes it worse is how rude the staff can be. On this Sunday, the restaurant was not "full", the drive through also wasn't full. But, no one was at the "front/till" to take my order when I wanted to get a cheeseburger. I waited at the till, watching all the 10-12 of the staff in the kitchen. Not a single one designated to "take orders". Two staff approached the till, I thought they were going to assist me and take my order, but instead, the person who seemed to be a manager stood there, (at the counter where they could see me, and should have known I was waiting to make an order) - they stood there and started chatting with another one of their ***orkers, quite relaxed, casual conversation. They even glanced at me a few times and I thought they would eventually try to serve me- or offer me an explanation why I had been waiting to make an order when there were no customers in a queue... I was the only customer inside the restaurant that needed to place an order.

This female manager however, carried on with her casual chat, and when I tried to get her attention because she was the only McDonalds employee at the "Order here" counter- doing ‘nothing’- but she would not take my order. This woman rudely stared at me, and said "I MUST wait someone will come to take my order". So another 5- 10 minutes must have passed before I got someone to place the order (and once that had finally happened… my cheeseburger was ready in about 5 mins). I spent 30 minutes waiting in no queue, for a meal that that takes 5 minutes to prepare... and also had to witness two failed attempts from someone "trained" to make "McDonald's signature mocha" and still leave without what brought me to McDonald's in the first place. The level of disrespect and a complete disregard of customers by the McDonald's staff at the William Nicol restaurant were appalling. The manager set a terrible example for her team because she doesn’t show customers 'basic human respect'. She’s impolite, has no soft s****s and she is just an utterly rude and seemingly uncultured individual. (I was at the fast food restaurant from around 18:00- 18:40). I was tempted to take a video of what I was being subjected to, a fully staffed restaurant, that had every single one of its employees at the back... and even when a customer showed up with the OBVIOUS intention to place an order- all they did was "glance at me” and "carry on". There seemed to be No one “taking orders”. I just need to understand if this is "normal"? McDonald's is still a fast food restaurant right? Please assist... Please make the Owner of the Franchise aware of their staff's poor customer service and advise them to employ better management and train their staff.