Macdonalds Dispute Resolution - INC60C37 5DAB2F

On 22 Dec 24 I visited Macdonalds Century City to order a Happy Meal and could visibly see the disorganization that was evident to see. Naturally it would be busy because its the festive season hence it requires more attention to detail and customer service to be on point. About 47 minutes later I receive my order of which the food is cold; I had to ask for tomato sauce; I had to ask for a holder to place my drink in as I had a few items to carry and I was alone of which the person that assisted me gave me an attitude. If we look at the period before the food arrived I overheard that the monitor which indicates the progress of the orders was not working but none of the Macdonalds staff communicated this to the customers but leaves the monitor on in this chaotic state where customers are trying to understand the progress of their orders and are none the wiser. Orders would come through while most customers would wait and instead of reading all the available orders out in order tk clear the lines the Macdonalds staff looks at certain numbers of the available orders only and the other orders which are ready is standing and only issued upon a client requesting for their food. I attempted to engage the Manager about the chaotic state of affairs of which her response to me was I just arrived with an attitude and I am trying my best. That was the last time I saw that Manager even though you could see that her staff was struggling to keep abreast of the orders and they needed leadership and guidance that was not provided. I left after this terrible experience and complaint about what I had gone through of which I received an incident number: INC 60C37 5DAB2F on 24 December 2024. More than 2 weeks went by and I did not receive anh response. I called the Macdonalds Johannesburg Head Office on 10 Jan 25 after attempting to call their Cape Town office and the phone was just ringing. I got througn to reception and was transferred to Customer Service of which tne consultant advised me that the query is still with the store and they awaiting feedback. My response was that surely this is counter productive because you are expecting feedback from the perpertrator about a matter which affects them negatively and they not providing tne feedback which did not surprise me based on the level or lack thereof I experienced when I visited that store. Tne consultant though committed to providing me with feedback before close of business on 10 Jan 25 and I am still waiting foor feedback. I then subsequently sent the CEO of Macdonalds SA; Greg Solomon a linkedin communication on Monday 13 Jan 25 as an escalation and attempting to understand if these queries are taken seriously like it should by Macdonalds and I am still waiting for feedback.

Its appalling that this is the level of service which we are subjected to of which it appears its the norm to treat customers with disdain and apathy; that its the norm to make promises and not honour it; its the norm that while disorganization while clearly evident on the day I visited the store hygiene is placed on a back foot because there was things on the floor that should have been clearer as they working with food.

I would love as I said in my messaging to the CEO have a conversation with the resource that Heads up Macdonalds Customer Services SA to understand value of customer input versus business drivers.

I am hoping that my Hellopeter review will yield a response which by right should be the default response when a customer raises a dispute and there should be no need that a business only places priority on feedback when mediums such is Hellopeter is deployed to get to a resolution.

Thanks

Ansley