Poor Management

As I celebrated my birthday on August 8, 2024, my McDonald’s app informed me that I had received a free ice cream. So, on August 19, 2024, around 4:20 PM, I went to McDonald’s Vredenburg, thinking I could claim the ice cream and get dinner for us. I redeemed the code at the self-service kiosk, but when I tried to complete my order, a message appeared stating, “current order was not met.” A staff member assisted me, but the issue began when she called the “Manager” for help.

The “Manager” came over, removed the voucher, and said it had expired, which was causing the error. I informed her that the voucher stated it was valid for 30 days, and the other staff member agreed with me. The “Manager” then said I needed to order something else with it, which I had already done. I explained that the app didn’t mention needing to order anything else—it was just a free ice cream cone. I eventually told the “Manager” to forget it since it seemed she wasn’t interested in listening or understanding.

She responded with a poor attitude, saying she would give me the ice cream anyway. However, she asked me to reopen the promo code, but since it had already been redeemed, the app wouldn’t let me do so. She kept insisting I order something else, despite already removing the voucher from the kiosk.

Frustrated, I told her to forget the ice cream. She then accused me of having a bad attitude and not listening, even though she kept talking over me. I do speak loudly, and I can’t change who I am to accommodate her. When I asked to speak to a manager, she said she was the “Manager,” and I questioned her customer service skills, pointing out that she didn’t seem interested in resolving the issue. She then walked away to get security to remove me from the store. I told the security guard I wasn’t going anywhere and that we could resolve this.

When I asked the “Manager” why she was treating me this way, she said she was a human being and demanded respect. I tried to explain again, but she continued to talk over me, repeating the same points. She accused me of mistreating other customers, which wasn’t true, and claimed I was shouting at her. When mall security arrived, I explained the situation, but the “Manager” interrupted again, demanding that I be removed because I wasn’t showing her respect. She even threatened to share video footage publicly to show how “bad” customers can be, without asking for my consent.

The security then asked if I could complete my order and leave. The “Manager” said I was banned from the store, and I asked why she was taking such extreme measures. She insisted I order and leave, but as I stood there processing what had just happened over a R9.90 ice cream, I decided not to complete my order, fearing she might tamper with my food. So, I left the store without completing my order. One customer even told me she agreed that the “Manager” didn’t handle the situation well and that employees probably treat people this way because they have a union behind them.

Outside, the security guards asked if I was okay, and I explained the situation to them as well. They agreed with me. Honestly, I think this “Manager” is not good at her job, as even the employees seemed frightened of her. When I first entered the store, she was loudly reprimanding an employee in front of everyone, embarrassing them over a food table.

Anyway, McDonald’s, thanks for offering the ice cream on my app, but I won’t have the pleasure of enjoying it.