Mcdonalds N1 city rude staff Lungelwa and Manager Yonela

Poor Service at McDonald's N1 City - 21 August 2026

Good day,

I am writing to lodge a formal complaint regarding my experience at your McDonald's N1 City branch yesterday evening.

I placed my order via the self-service kiosk and did not receive a receipt. I approached the front counter and was assisted by an employee named Lungelwa. I politely explained that I did not receive a receipt and asked if she could assist me with my order number. My order was a McCrispy with a McFizz.

Instead of assisting me, Lungelwa was extremely rude and dismissive. She insisted that I had selected pick-up and instructed me to wait at the collection point. I explained that I had selected table service as I clearly remember entering my table number, but she was adamant that I had not and continued to speak to me in a dismissive tone. While she was speaking to me, she was also shouting at other staff members and shouting out customer order numbers, which came across as very unprofessional and disrespectful.

When I asked to see my receipt to confirm what I had selected, she continued to be rude and unhelpful and gave me an incorrect receipt that was not my order.

After this, we decided to stay and enjoy our meal. While we were eating, a child came and asked us for food. My sister kindly decided to buy a meal for the child.

She went to the front counter with cash and asked if she could place the order and pay cash there. She was told by the manager, Yonela, that she could not place an order at the front and that she must use the kiosk, and that the front tills are only for cash-ups at the end of the day. My sister explained that at other McDonald's branches, she has placed orders at the front with no problem, but the manager insisted she must use the kiosk and was rude to her.

My sister then asked for the head office number to lodge a complaint. Instead of giving her the official complaints number, she was given a private cell phone number of an individual. My sister called the number with no answer. When she went back to ask what number she had been given, she was told it was head office, but it was a private number. She was then given another lady's number who apparently works at head office. My sister explained the situation, and the lady confirmed that you are allowed to order at the front desk and said she would follow up, but nothing has come of it as yet.

We found the manager on duty, Yonela, to be very rude and disrespectful, and we now understand why some staff members behave the same way.

I would, however, like to commend one of your floor staff members, Caitlin. She was very respectful, very helpful, and kind throughout. She was the only positive part of our experience.

As paying customers, we expect to be treated with basic respect and courtesy. I hope this matter will be addressed and that staff receive proper training in customer service and complaints handling.