McDonalds Retail Crossing and App disaster

To whom this may concern,

I went to Mc Donalds Retail Crossing last night to pick up some supper as well as get the Wednesday half price mc flurries. Super excited about that treat as it is expensive so half price is definitely nothing to complain about.

I decided to rather go into the outlet instead of staying in the drive through as I know using the app is always a hassle in the drive through.

Before I started to order I showed the cashier the half price mc flurries I want to order as well and she informed me that I have to order the rest of my order and pay for it first before we can doe the special.

I then placed and paid for my order where after the cashier told me she doesn’t know how to redeem the half price mc flurries and called the supervisor/manager. I did not get his name, however he told me to come back next week it will work then. I was very unimpressed with his response and asked who can assist me with this after which he reluctantly called the supervisor on shift Hloniphile.

I showed her my app and asked to get the offer and she did not know about it either. As when you click on the offer there is no QR code and that obviously is the issue. (Today’s offer on the app is the same no QR code). She said to me she will take this up with “the people working with this” so I said that’s fine I’ll wait. She then said they are closed now so she can’t do anything now but will sort it out tomorrow.

I was very unhappy with this response as I was there as a paying customer but seems like no one wants to sell items on special. I told her I came for the offer so I expect it to be resolved today as tomorrow will come and it won’t be Wednesday anymore so the offer will be invalid.

She then went on to speak to the entire kitchen in her mother tongue and then came to the conclusion that this was a Tuesday special and not for Wednesdays. I said to her that it’s not my problem what day they think the special should be as the app says it is today (yesterday) Wednesday.

So she said she can’t scan a mc flurry for R15 as the POS won’t give her that option. So I asked her can’t she just scan 1 mc flurry and give me 2, that would be the same as half price. And her response was that she would lose her job if she does. Not sure what your policy is but it sounds like the employees can lose their job for anything which is quite scary...

After more than half an hour I asked her can she not call someone who can assist. She then walked away, I waited another 5 minutes and eventually asked another staff member to call her over as I was fed up waiting. She then just went on to give me her cell phone without any words and I just said to her please just give me a refund as I am done waiting with no resolve. She walked away talking on the phone evening coming back.

I then said to her I am really upset and unsatisfied with the service I received. She then said the gave me the phone to speak to her boss but I didn’t want to. After more than half an hour just wanting to give me a phone without me even knowing who I will be speaking to you can’t blame me for refusing. I then asked her so what did he say and she just said there is no code to scan so they can’t.

So literally nothing was resolved.

I got my refund (after she didn’t refund the chicken burger and the cashier gave me the right change) and said that I will complain because according to the store they don’t get any information on the app and offers which is unacceptable to me as a paying customer as I went there to spend my money which Mc Donalds clearly doesn’t need.

We have been loyal customers since McDondalds have been in SA however it seems like customer service is not important and keeping customers in these challenging times are not essential either.

Really disappointed with the entire experience.