Terrible service at the Greenpoint McDonald's.

Dear McDonald's Customer Service,

I'm frustrated about a recent order I placed on Saturday, 5 October 2024 through the McDonald's app. I paid by credit card and received a confirmation email with the order reference.

I ordered early in the day for a group of children attending an end-of-year function at Greenpoint Park. When I checked the status at 11:30 AM, it showed that the order had been received, but we had not received anything. I asked the security staff if the McDonald's delivery had arrived, but they confirmed it had not.

In a rush, I left the children unattended and took an Uber to McDonald's Greenpoint to inquire about the order. Roberta, a staff member there, informed me that there was no record of my order and that they do not use the McDelivery service. I explained that when I checked the previous day, Greenpoint came up as an option on the day the order was placed. I specifically chose Greenpoint because I know it is close to where we were.

Roberta then called the area coach, Charles Kagutha. After some back-and-forth, she informed me that customer service had said my order was at Seapoint. After spending over an hour in Greenpoint, I took another Uber to Seapoint, only to find that they had no record of the order either. The staff there were unhelpful and could not understand why I had been sent from Greenpoint.

Feeling desperate for assistance and concerned about the hungry children, I returned to Greenpoint via Uber. This time, I spoke with the manager, Mpho, who seemed to understand the situation. He contacted customer service again and spoke with Tamlyn Crossley. While she acknowledged that my payment had gone through, I was told that the order had not reached the restaurant. I requested an immediate refund, but I am still waiting.

I am extremely disappointed with how this situation has been handled. I would like to request the following:

Accountability for the area coach and the staff involved, particularly the cashiers and supervisor Manana, who were on duty after 1:00 PM on Saturday By McDonald's Seapoint.

The order number ***, and the incident reference number is INC-DFE44-A335E6.

Thank you for addressing this matter promptly.