McDonald's Chatterton Drive-Thru

BAD SERVICE

Good Day, I would like to formally raise a complaint regarding an unpleasant experience I had at McDonald’s Chatterton. On 22 March 2026 at approximately 13:58:35, I visited the drive-thru to purchase a Mango frappe. When I arrived at the collection window, one of the employees called out to “Zinhle” to confirm whether the frappe was ready. Another staff member responded that Zinhle was not at the station, which meant that the frappe had not yet been prepared. This was after I had already spent time waiting in the drive-thru queue with several cars ahead of me. Due to the fact that I was rushing to an appointment and could not wait any longer for an item that was delayed because the responsible employee was unavailable, I requested my slip back from the employee assisting me and left the premises. Unfortunately, due to personal reasons, I was unable to return sooner to resolve the matter. When I returned today to claim the item, the first employee who assisted me tried her best to help. However, she appeared not to have the authority to make a final decision and referred the matter to her manager. The interaction with the manager was extremely disappointing. I was informed that the slip should have been signed by one of their employees at the time and that, because this procedure was not followed, she was unable to assist me. What I found most concerning was the manner in which the situation was addressed. The manager stated that “anyone can pick up a slip from the floor and come to McDonald’s to claim a frappe,” implying that my claim was dishonest. I found this accusation disrespectful and unprofessional. At that point, I realised that the conversation would not be productive and chose not to continue engaging further. In my view, a more professional approach would have been for the manager to acknowledge that the correct procedure may not have been followed by the staff member on duty and advise me that the matter would be investigated internally before providing feedback. That response would have been reasonable and respectful. Instead, I was made to feel accused and dismissed as a customer. I trust that this matter will be taken seriously and that appropriate steps will be taken to improve customer service and professionalism at the branch. Kind regards, Ms Miya