RE: Most appalling service received from McDonalds Springs

Please note, I have given McDonald's Customer Care and their CEO a week to respond, with no luck!

To whom it may concern.

I hope this mail finds you well.

Sadly, I am having to write a letter of this nature. I believe in complimenting good customer service and I never hesitate to speak to /write to Management of an establishment where I have had such experiences... I rarely address bad service in writing as I choose to handle such incidents as and when they arise, in person and on the spot.

However, this is one occasion where I feel that the abovementioned method is insufficient and does not suffice the APPALLING SERVICE my family and I were subjected to on the morning of the 25th of January 2024 at 10h28.

I would like to express my utmost disappointment with the drive-thru staff at your McDonald's Springs (Restaurant number:***) branch.

Upon arrival at the Order (1st) window, we were met by a friendly lady who took our order (I did not get her name) however, when we gave her our order she mentioned that they were out of stock on the Double Quarter Pounder Cheese and asked if she could add another patty to each burger. I EXPLICITLY SAID YES BUT I DO NOT WANT TO BE CHARGED EXTRA PER PATTY.

For the sake of clarity, please explain how BEING OUT OF STOCK and ADDING ANOTHER PATTY makes any sense??? I can only imagine she meant that the burger has been discontinued... As I am aware the menu has changed slightly.

She repeated the order and we did correct her several times. However, 1. What we ordered; and 2. What she recorded; and 3. What we paid for; and 4. What we received; was a complete mess, to say the least!

Our order request was as follows: 5 x Supersize Double Quarter Pounder with cheese Meals 5 x Large Double Quarter Pounder with cheese only (no meals; i.e. No fries and No cold drink) 1 x Large Cheeseburger Meal 20 x Jalapeño sauce

What the lady recorded was wrong a few times. We corrected her and eventually, she repeated the correct order.

We did not check the bill at the time however, the wrong order totalled R1 129.90 (which according to me, in the here and now is a BIG order and good money for any McDonald's branch). As a side note, our order was NOT Supersized as requested.

The bill (see receipt attached, for ease of reference) detailed below was NOT AT ALL what we ordered. 5 x Large Quarter Pounder with cheese Meals 5 x Quarter Cheese (extra 4 pattys) 5 x Large Coke 5 x Large Fries 5 x Quarter Cheese 1 x Large Double Cheese 1 x Large Coke 1 x Large Fries 20 x Jalapeño sauce

When we reached home, the order that we unpacked was INCORRECT AND SHORT OF A MEAL!

I, myself have the McDonald's APP (see attached, for ease of reference) and eat at McDonald's Jackal Creek often. My brother, his husband, and mother-in-law frequent your Springs branch at least, 2 x per month and my brother explicitly asked them not to mess up the order as, they are always short-changed with the jalapeño sauces ordered, paid for, and what they receive.

Being in the service industry myself, I understand mistakes are made but it was not just one or two mistakes. Also, we did ask them to listen carefully and repeat the order a few times.

Please could I receive feedback in writing, no later than close of business on Wednesday, 31 January 2024, as to how this appalling service received by your Springs franchise will be addressed and remedied?

I eagerly await your reply.

P.S. SHOULD I NOT HAVE FEEDBACK AND RESOLUTION TO THE HORRIBLE SERVICE RECEIVED, I WILL BE LEFT WITH NO CHOICE BUT TO VOICE MY AWFUL EXPERIENCE ON SOCIAL MEDIA PLATFORMS AND TO FRIENDS AND FAMILY...

IT WILL TAKE A LOT OF CONVINCING FOR ME AND MY FAMILY TO VISIT A MCDONALD'S ANYTIME SOON AGAIN!

DISGUSTED CUSTOMER Liezil Fourie

---------- Forwarded message --------- From: Liezil Fourie <***> Date: Sun, 28 Jan 2024, 22:48 Subject: Most appalling service received from McDonalds Springs To: <***>

To whom it may concern.

I hope this mail finds you well.

Sadly, I am having to write a letter of this nature. I believe in complimenting good customer service and I never hesitate to speak to /write to Management of an establishment where I have had such experiences... I rarely address bad service in writing as I choose to handle such incidents as and when they arise, in person and on the spot.

However, this is one occasion where I feel that the abovementioned method is insufficient and does not suffice the APPALLING SERVICE my family and I were subjected to on the morning of the 25th of January 2024 at 10h28.

I would like to express my utmost disappointment with the drive-thru staff at your McDonald's Springs (Restaurant number:***) branch.

Upon arrival at the Order (1st) window, we were met by a friendly lady who took our order (I did not get her name) however, when we gave her our order she mentioned that they were out of stock on the Double Quarter Pounder Cheese and asked if she could add another patty to each burger. I EXPLICITLY SAID YES BUT I DO NOT WANT TO BE CHARGED EXTRA PER PATTY.

For the sake of clarity, please explain how BEING OUT OF STOCK and ADDING ANOTHER PATTY makes any sense??? I can only imagine she meant that the burger has been discontinued... As I am aware the menu has changed slightly.

She repeated the order and we did correct her several times. However, 1. What we ordered; and 2. What she recorded; and 3. What we paid for; and 4. What we received; was a complete mess, to say the least!

Our order request was as follows: 5 x Supersize Double Quarter Pounder with cheese Meals 5 x Large Double Quarter Pounder with cheese only (no meals; i.e. No fries and No cold drink) 1 x Large Cheeseburger Meal 20 x Jalapeño sauce

What the lady recorded was wrong a few times. We corrected her and eventually, she repeated the correct order.

We did not check the bill at the time however, the wrong order totalled R1 129.90 (which according to me, in the here and now is a BIG order and good money for any McDonald's branch). As a side note, our order was NOT Supersized as requested.

The bill (see receipt attached, for ease of reference) detailed below was NOT AT ALL what we ordered. 5 x Large Quarter Pounder with cheese Meals 5 x Quarter Cheese (extra 4 pattys) 5 x Large Coke 5 x Large Fries 5 x Quarter Cheese 1 x Large Double Cheese 1 x Large Coke 1 x Large Fries 20 x Jalapeño sauce

When we reached home, the order that we unpacked was INCORRECT AND SHORT OF A MEAL!

I, myself have the McDonald's APP (see attached, for ease of reference) and eat at McDonald's Jackal Creek often. My brother, his husband, and mother-in-law frequent your Springs branch at least, 2 x per month and my brother explicitly asked them not to mess up the order as, they are always short-changed with the jalapeño sauces ordered, paid for, and what they receive.

Being in the service industry myself, I understand mistakes are made but it was not just one or two mistakes. Also, we did ask them to listen carefully and repeat the order a few times.

Please could I receive feedback in writing, no later than close of business on Wednesday, 31 January 2024, as to how this appalling service received by your Springs franchise will be addressed and remedied?

I eagerly await your reply.

P.S. SHOULD I NOT HAVE FEEDBACK AND RESOLUTION TO THE HORRIBLE SERVICE RECEIVED, I WILL BE LEFT WITH NO CHOICE BUT TO VOICE MY AWFUL EXPERIENCE ON SOCIAL MEDIA PLATFORMS AND TO FRIENDS AND FAMILY...

IT WILL TAKE A LOT OF CONVINCING FOR ME AND MY FAMILY TO VISIT A MCDONALD'S ANYTIME SOON AGAIN!

DISGUSTED CUSTOMER Liezil Fourie