RE: POOR SERVICE DELIVERY VIA DRIVE THRU @ MCD WATERKLOOF WED 2021_09_08

RE: POOR SERVICE DELIVERY VIA DRIVE THRU @ MCD WATERKLOOF WED 2021_09_08

Good Day To Whom It May Concern –

I visited MCD Waterkloof [Restaurant# ***] TODAY 2021_09_08 to order X02 Sausage Mc****in Meals [Standard – Order #1896] and enquired what the price difference would be if I would consider exchanging the regular coffee to regular cappuccino. The cashier crew member [Ms. Wandile Kabinde – Crew ID# 15] who facilitated with the drive thru order advised that it will have an additional R6.00 increment implication to the current cost of R74.00 [R37.00 X02].

I then confirmed that I would like to keep the order unchanged and proceeded to the pay point counter whereby I confirmed the order again before effecting payment via my Nedbank Amex Cheque Platinum Account card. After receiving my receipt in approaching the collection counter I noticed that the order amount has been over charged @ R80.00. I then queried the occurrence with the male crew member [No details] during my emotional explosion when realizing what has happened.

At this stage first of all, I’m being inconvenienced & delayed through this unnecessary irregularity created, secondly the rest of the back queue has been impacted the same and then there was an pending delay by the unknown crew member not knowing how to rectify the situation. I then parked immediately and entered the restaurant to confront the designated authority in order to resolve the growing frustration of the process and ironically enough to still get the ordered meals paid for.

Once again in my rage, I dealt with the presumable male crew supervisor [No details] on duty and explained my side of the incident, the initial cashier crew member [Ms. Wandile Kabinde – Crew ID# 15] then intervened to defend herself that made the current conflict matter even worse trying to point me as the paying customer out as the faulty component in this whole debacle. The male crew supervisor [No details] then overpowered the conversation and stated that he is rectifying the problem on hand allowing me to descend satisfied & peacefully.

Note that although I insisted om getting only what I initially ordered which was the meal with the regular coffees, the male crew supervisor [No details] compensated me with X02 Large Cappuccino’s in the interim which was greatly appreciated after all that has taken place once again, all unnecessarily.

I hereby request that a thorough investigation be launched in how the drive thru ordering process in being conducted vs. normal MCD SA Standard Set Procedural Protocol laying emphasis on the fact that the added value upselling techniques are either not being adhered to/ correctly understood in applying. This reflects in my perspective as a service rendered customer, that the cashier crew member [Ms. Wandile Kabinde – Crew ID# 15] is operating with the intention to *********ly provide the hasty paying customer with a misperception between what was ordered and what the final result is being received upon departure of the vicinity is.

Kindly provide me with the up to date progress of the aforementioned as well as the suitable outcome of the action plan that will be implemented how to beneficially correct the approach and restoring the scorned relationship. I am not interested in any compensation for the uncalled for anomaly that occurred, but to be taken seriously that the core principals of the ideal service delivery ethics are reiterated to ensure that the suitable end result is achieved for both the service provider and customer.

Hope that you will find all the above in order & your urgent response will be highly appreciated in resolving the pending severity of this unforeseen transgression created.

GOD’s Endless Blessings, Tertius Van Niekerk// Contact [E] – *** // Contact [M] – ***