Mana Mana - The McDonald Mc Flurry OUTRAGE - Not an AIBU, but a story of abysmal customer service

(88 Posts)
QuintessentiallyOhDear Thu 25-Jul-13 22:21:46

So, today was the first day of the holidays, and I took my children to McDonalds. It is a treat to them, a we dont go very often.

After the burgers, they wanted Mc Flurries, so my oldest, who is 11, went to queue. It was one long queue, and somebody shouted for the customers to spread out and queue at each till. My son chose a till on the left. About 5 minutes later, he was still waiting, but at a till at the far right. I went to ask him what happened. He said they closed the till in front of him when it was his turn, and asked him to queue elsewhere. So, he had to start queuing all over again.

I asked the lady serving if they had a policy to not serve children not accompanied by adults. She said no, and asked what he had ordered. I told her he had not yet ordered, but had waited over 10 minutes in total, and nobody had taken his order. She called for a manager, and I explained what had just happened.

What did the manager say?

"Oh sorry, it is not my fault, It wasnt me" confused WTF!!

So I say "But as the manager here, are you not accountable for your staff?" "Oh, er, well, I guess I am. But we are out of mc flurry now, it will be another 5 minutes at least" hmm

*It wasnt me" Who the eff is he? Wallace or Grommit? Sean the Sheep?

I asked him then for a refund, as I was not going to have waited 15 minutes for a blooming ice cream. He gave me £2.50, which is not even the price of 3 Galaxy mc flurries. The waitress told him we had ordered a different mc flurry, so he gave me another couple of coins. To be honest, by then I was not sure he had refunded me the right money, I just wanted to get out of there.

I think he was a pretty incompetent manager.

Tbh it isn't great customer service but really not worth ranting about.

This is the problem in this country. We accept shit service like a badge of honour. We should be complaining. Service should be better.

livinginwonderland Fri 26-Jul-13 10:35:03

Or maybe people just disagree with you? confused

Parmarella Fri 26-Jul-13 10:37:46

I just love it that you had to add the disclaimer that you don't go very often in the OP

QuintessentiallyOhDear Fri 26-Jul-13 11:17:13

It is true that I don't go very often, it is not a disclaimer but could explain the shit service? I suppose I would have received better service if I was "known" to the staff? If the staff saw my son in there a few times a week (as opposed to once a month approximately), would they really have closed the till in-front of him and asked a loyal frequent customer queue again?

QuintessentiallyOhDear Fri 26-Jul-13 11:18:04

livinginwonderland Fri 26-Jul-13 10:35:03
Or maybe people just disagree with you?

What is to disagree with? Do you think we received good service? Is this the kind of service to be expected in Britain today?

livinginwonderland Fri 26-Jul-13 11:20:42

Most people don't disagree with you about the service, but most people do think you were unreasonable to leave. I think that the whole situation could have been handled better by both parties, to be honest, but I think leaving to get your kids a more expensive dessert somewhere else was a bit pointless.

QuintessentiallyOhDear Fri 26-Jul-13 11:28:28

Living, but the coolers could be had in the car, as they were bought literally meters away from the car. The flurries would then require eating while walking through the city center, as we no longer had time to eat in.

Elderflowergranita Fri 26-Jul-13 11:31:35

DO you honestly think that till operators in McDs care about 'loyal frequent customers'?

It's a fast food restaurant, not the Ivy!

MarmaladeTwatkins Fri 26-Jul-13 11:32:36

Well I'm just very happy that you are able to go to buy a McFlury.

My child hasn't had a dessert since he was born and a roast chicken lasts me a month.

QuintessentiallyOhDear Fri 26-Jul-13 11:37:00

I dont know, I have never been to The Ivy. Nor have I been to any fashionable London restaurant, tea establishment, or the Ritz. Heck, the closest I have been to a posh place is Jamie's Italian! shock

Come to think of it, McDonalds is possibly the "restaurant" I visit most frequently. <tiny violins>

QuintessentiallyOhDear Fri 26-Jul-13 11:38:58

Well, thats sad, Marmalade. sad

AlistairSim Fri 26-Jul-13 11:39:18

YANBU.

It was shitty customer service.

Tweasels Fri 26-Jul-13 11:44:16

What a fucking odd response you've had OP. What is wrong with everyone today?

How dare you expect your son to be served when waiting in a queue, how dare you expect a manager to be competent and take responsibility for his staff and how very dare you expect the correct refund for goods you haven't received, you're obviously an entitled chump hmm

<smacks head repeatedly off wall>

That was shit service and no the manager should not have said it wasn't his responsibility.

QuintessentiallyOhDear Fri 26-Jul-13 11:46:14

Alistair, thank you the point is the customer service, not whether we can afford mcflurries, should eat them or not, or whether I was wrong to not wait (and then be late) or whether I was wrong to realize I should have let my kids have desert they had been promised and popped into Costa on the way to the car. The point is, a manager who is faced with an unhappy customer, should not just flail with his arms and say "It is not my fault, It wasnt me"

I am shocked that people dont seem to get that this is an absurd response, and instead focus on why I did not wait, or why I went to costa, and whether I need to get over it, and how I can rant over something so trivial. And not surprisingly the standard MN response "what are you like if something really bad happen to you" (like this has been my only worry the last 5 or so years hmm) And that I am difficult.

I am by the way, matching my replies to the more ridiculous responses here. wink

QuintessentiallyOhDear Fri 26-Jul-13 11:47:16

Thanks Tweasels.

ernesttheBavarian Fri 26-Jul-13 11:50:01

it was shit and the replies having a go at you are pretty rubbish too imo. I hate it when people treat kids crap like that.

The managers response was crap.
And how many threads are started all the time by people with seemingly non-issues. yet they get all the sympathy and understanding.

it just takes a couple of posts and everyone piles in having a go at poor op.

I had similar shit service in McD. I rarely go in. Once the AC was up so high it was painfully cold. really bloody misereble eating when it's so cold. Another time we got a meal deal with ice cream. Yet they served the ice cream with the food. I asked for it to be after the food, as it would have all melted (AC turned down that day) Aparently that was an impossible and ridiculous request. I mean, who gets dessert after their food??

And how many 5 years olds eat dinner with an ice cream already sat there?

Bag of shite

Crinkle77 Fri 26-Jul-13 11:50:42

I have found the service in McDonalds to be poorer and poorer. I only go every now and then but they never seem to have enough food made up and you end up waiting ages. It's supposed to be fast food but maybe it's just the one where I live

raisah Fri 26-Jul-13 11:54:35

Write and complain so atleast mcdonalds know about the incident & the manager responsible even if they dont do anything about it.

QuintessentiallyOhDear Fri 26-Jul-13 11:55:35

Oh it was freezing cold, the AC is always painfully cold! The last time we went was during June half term, and I had to take off my cardigan and wrap my kids in it, just so they could finish their food without suffering hypothermia! Should they not be environmentally responsible and not use so much electricity on AC?

CuChullain Fri 26-Jul-13 12:01:02

@ QuintessentiallyOhDear

Believe it or not, I am quite good at complaining and getting results, but I pick my battles, I simply could not be arsed to get stressed over the situation you found yourself in. If I am at a nice restaurant paying decent money my expectations go up, and if they are not met because of crap food or service I shall have a quiet word, more often than not staff and management are embarrassed into action, I dont just sit there seething than moan about it on the way home. While I dont expect shit service in fast food restaurants I don't expect a stellar service either. I have a bit of sympathy for low paid workers in a demanding service industry, back in the mists of time I have done similar jobs and it is staggering the amount the shite they have to put up with for barely minimum wage rewards. Someone else mentioned the service in the US being much better, and I agree, difference being though those workers are often on 100% tips and literally have to please everyone to get something worth taking home. Over here, nobody tips, especially in Maccie Ds late evening when you are getting abused by pissed arseholes who think they are better than you because they are the other side of the counter. I dont blame them for not being all smiley and a picture of efficiency when they have just worked a 10 hour shift serving brat teenagers and stroppy mums getting upset as the three happy meals all have the same Disney toy!

MorrisZapp Fri 26-Jul-13 12:07:24

I think the manager is probably just fronting, and in fact is a crystal meth lord. I know quite a lot about this stuff. Don't let his (polyester) shirt and tie fool you.

I AM THE DANGER

QuintessentiallyOhDear Fri 26-Jul-13 12:17:20

Ay, I used to work behind the bar in a rather unfashionable area with a SE London postcode. There were many a rough evening, sometimes I had to let my male colleagues go sweep out ash trays as it was too rowdy for me (think size 8-10 young student). Dont think it can be compared to the lunch time crowd of McD during the summer holidays by any stretch of the imagination though! grin

differentnameforthis Fri 26-Jul-13 12:53:56

But you were already there and had paid. I can't see why you had to abandon the five minute mcflurries and head to another venue altogether

I wouldn't have waited out of principal to be honest.

- not served at original till
- made to queue again after waiting a long time already
- dismissive couldn't-care-less attitude of the manager
- inability to refund proper change
- general incompetence
- another wait for what she ordered, when, if her son was served when he reached the first till, they would probably have got the food straight away

I don't know about anyone else, but I wouldn't reward that service & I wouldn't expect anyone to do so if I ran any kind of establishment like that!

differentnameforthis Fri 26-Jul-13 12:58:07

It's a fast food restaurant, not the Ivy!

Good service should be universal, not reserved for high end places. There is no reason why you can't be treated the same in Maccas, as in the Ritz! Obviously, not table service, but!

lol at this thread
Op YAB VVVVVVU. If I had been there I would have insisted the staff shut the store, compensate them all for their wages and the store for loss of income and invited them all round for a slap up roast meal and wine.

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