Mana Mana - The McDonald Mc Flurry OUTRAGE - Not an AIBU, but a story of abysmal customer service(88 Posts)
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" 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"
*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.
you got a refund when you hadnt paid or ordered? confused
I used to work in mcds and this seems like a case of bad management as we never closed a till with people queueing, we made sure we identified last in queue and then told whoever joined later to join a different queue or had a staff member ask them.
Strange customer service, sounds a bit like the Shaggy song of yore. Was he very young?
I hope your children weren't too disappointed.
Sorry, as I explained to the waitress what had happened, she took payment for the 3 mc flurries.
They were disappointed, as we were ordering the burgers, they saw galaxy mc flurries being made, so they were really looking forward to it.
What did you get a refund for if you hadn't ordered?
The waitress took payment for the mc flurries as I explained what happened. She did however not go and make them as I spoke to the manager, he came up to us. He just said they were out of mc flurries without even going to check the machine or try make one.
waitress in mcdonalds: do you mean dining area staff or a woman behind the till?
woman behind the till. Can you tell I dont dine there often!
I was just trying to distinguish between the order taker and the manager.
the ice cream machines in mcdonalds used to need constant filling and chilling, and if you made so many too soon (like on a v hot busy day) they would be like water - you would have to leave them 5/10 minutes otherwise you would make it worse.
in that time we had to just advise customers it would be approx x minutes and it was up to them before we took payment.
so he could have known it would be 5 minutes without checking
Tbh it isn't great customer service but really not worth ranting about.
Fair enough about the machine needing time to chill, but if a manager is faced by a customer who has had the till closed in front of them, and had to move to the back of another queue and queue again, and waited 10 minutes in total not being served, is it professional, as a manger to say "It is not my fault, it wasnt me?" Because it was not him personally that closed the till and asked customer to go elsewhere?
Its hard to tell in all honesty, he may have
1) been utter shit
2) just come on shift and another manager was presumably counting the other closed tills takings - just trying to let you know it wasnt him at the time, although badly
3) been utter shit
4) not realised that the till lady had taken your money and not informed you of a potential wait
5) been utter shit
Sounds like a blessing in disguise to me. At least you were saved from eating any Mcflurries, which are revolting!
If he had just said "Oh, I am sorry, that should not have happened. I apologize for the wait" or something, rather than being so dismissive, it would have been (almost) fine. Anything but "It is not my fault, it wasnt me". I think he could definitely benefit from a customer services refresher!
80smum - No, because I had to buy the kids Costa Strawberry Cream cooler as consolation. They are £3.20 each! And not that tasty.
Honestly, there are more important things to worry about. I would just let it go. Life is too short to carry around all that stress about a McFlurry.
Sometimes, op, there are things you're never going to win and there is no point getting worked up about it.
the manager was undoubtedly crap.
But, it's your kids who.missed out, and you who is ruining your evening getting stressed about it.
no one is going to come on here and say the manager was good. But it doesn't matter. Let it go.
you sound very difficult tbh, it probably wasnt worth making all that fuss. you didnt really have to spend all that money in costa either, you could have gone to a supermarket and stocked up on cheap ice cream and had it later at home
£3.20 for an ice cream?
It was crp service, but YABU to be so cross that to start a thread, and to say you "had" to take the kids to Costa - that's hardly the fault of the manager. Your DS has learned a lesson about effective queuing, consider it a service.
And relax. Seriously, what are you like when something genuinely bad happens to you?
It's this country OP, having lived in the states for five years and being back for two I can't stand eating out here now, our customer service is practically non existsent, it's like the members of staff are doing you a favour, drives me insane.
"No, because I had to buy the kids Costa Strawberry Cream cooler as consolation."
^You had to?^
On the grand scheme of things its really not worth getting too angry about it. Yes, Maccie D's were not very professional and dealt with your complaint poorly, but you need to pick your battles more wisely, chalk it up as experience and save your anger for when you really have something to complain about. You were eating at a fast food joint, not The Ivy, keep some prospective.
Get over it!
I totally fail to see the big deal here, and from your reaction here I'm wondering what you actually said to the manager - although they should remain calm and polite whatever you said.
You can hardly complain at getting the stone money back when you don't even know what you paid!
And "having" to pay more at Costa? Nonsense!
Why not just have the fruit cooler equivalent at McD?
What a mountain out of a molehill!
I think I'd have waited the extra 5 minutes for the McFlurry if the DCs really wanted them. After all, it would have taken more than 5 minutes to go to Costa, order and get the much more expensive alternative, so that makes no sense. It's not like it bothered the rude manager.
I wouldn't have sent the child into a long McDonalds queue in the first place though. Things like this are always likely to happen in places like that if you haven't got your wits about you.
He shouldn't have been made to queue all over again when he was at the front and they closed it. The manager sounds like an idiot.
@ 'Shaun the sheep'
I'm going to disagree with everyone else and say it was a bit shit.
I doubt they'd tell an adult to go queue somewhere else when he got to the top of the line, so it was a shitty thing to do to a child, just because he's young.
The manager's 'whatcha want me to do about it' attitude was also shit - I assume he's paid more than the servers because he has responsibility for the whole restaurant and to be honest a quick 'I'm sorry to hear that' is only good manners.
I'd have been pissed off too. (I'd ask my 11 yo to queue too - don't see the problem with that)
To those saying get over it...do you really think it is acceptable to close a till while there are still people queuing - who had been queuing a long time - & tell them to queue elsewhere?
If you were in Sainsburys & had queued for 10 minutes, would you be happy if the till operator shut down the till as you came to the front, forcing you to start queueing AGAIN?
It is absolutely crap customer service & the op was right to complain about it.
I complained is Maccas once, as they had ONE server on the till at 12.30pm on a Saturday! She was getting flustered, mixing up orders & constantly having to ask others for help. I told the shift manager that while I understood that everyone needed training, it was, imo, a bad idea to have a trainee on her own at a very busy peak time & explained why. He apologised, and took her off for a while. I wasn't being rude, but when it takes me 10 minutes just to get my order correct, something needs to be done.
Why didn't you just wait for the McFlurries? You waited longer and paid more to go to Costa! It wasn't great service but if your DC's wanted the McFlurries and hadn't done anything wrong, you should have waited, really.
Regardless of the cost or where you ate, the service was bad and attitude of the management stank.
how do you even get to be in a managerial role with an attitude like that? I would have been really irritated by that too and would put in a complaint. it's the managers job to smooth over little problems like this, "it wasn't me" that's just ridiculous
I do agree it's a bit shit to close a till on a kid - if that's what happened. The OP seems a bit of a stresshead and vague!
IME McD queues are a bit random - not do much clos
It was shit. I'm not surprised, though - my DC seem to be dismissed as legitimate queue place-holders quite a lot, and they're too polite to complain about adults being rude, whether they're staff or customers. It's me who ends up seething on the sidelines. You can now console yourself with the knowledge that you have an excuse not to go back.
... Not so much closing in your face, but extra ones opening, queues shifting around because of that etc.
This kid wasn't used to McD queues.
It might have been awful, but it might not.
YANBU. That is shitty service.
YABU for posting this thread because now I want a McFlurry!
Cant believe I should get this much flack for being upset about poor customer service! <sigh>
Only on Mumsnet, where people working behind the till are Kings and Queens.
Costa was by the car park. We were on a tight schedule. We did not have time to have spent 15 minutes getting a Flurry. We needed to leave as we had an appointment.
Go on, why dont you lot try and pick as many holes as possible, just for fun, lets see who can find the most?
Challenge of the day: Find a mumsnetter who feels a bit shit, feels badly treated, and pile in and pick her apart. Happens often enough here, I invite you to continue in the same vein as in the beginning of the thread.
I dont need a hard hat. Years here have given me a pretty thick skull.
Oi! I work behind a till and I Reign Supreme.
I will batter Mr McFlurry for you. Which McDonald's was it?
I hear you. However, I have another hole to pick, sorry!
The manager said the mcflurries were going to take at least another five minutes. 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. Did that honestly save time? Also, what is a costa cooler, I have not heard of this refreshment.
Costa Coolers are basically frappucinos by a different name.
Costa Coolers are shit.
I bought one for DS once (in an art gallery café so captive market) and it was basically a plastic cup full of cold foam.
Morris, the costa belgian chocolate and cream cooler is a drink made for Goddesses (and till operators ), only rivaled by Starbucks chocolate and cream frappe! Nothing like the McDonalds potato starch- tasting milkshakes.
Why did I not just stay 5 more minutes and get the mcflurries? Because I was pissed orf! Thats why. Because in my freezer I had vanilla icecream, which I was going to take to my friend for tea, and the kids were more keen on getting into my friends pool (No, I am not that poster who turns up in other peoples pools at random, like I was spat out of a hadron collider) and if you weigh up A McFlurry against a lovely garden, a fab pool and friends to play with on lilos with Vanilla ice cream and strawberries, you know what you chose, right??? And I had a car tire to pick up on the way, so running late.
The manager sounds like a dickhead and you are right to complain. I would get the DC to send an email or letter.
Btw Costa do do a really nice Tropical Fruit Cooler - it's not remotely pudding like, just juice and ice, but it's delicious and they are on bog of every other Friday afternoon
It was crap and I agree that they would not have shut the till on an adult, without ensuring they got served next at another till.
manager was beyond pathetic -but confirms my suspicions that in places like this, promotion comes just cos you have been there a while, and does not necessarily mean you have the right skills for the job.
"basically a plastic cup full of cold foam"
- great advert!
(now I know not to bother)
Erm, you asked a question under the Am I Being Unreasonable section of the forum, by doing so you are explicitly soliciting input from people who are under no obligation to agree with your take on the scenario that you have described. You have every right to not like some of the feedback that you receive but equally you look very silly by having a sarcastic pop at the very people you whose opinions you have publically invited. If its any consolation a quick glance at the responses concludes that people are broadly in agreement with regards to your grievance with the management, they just dont think it is worth getting too stressed over a McFlurry.
Maybe he was promoted because he had been there since they first opened in the UK and somebody thought "oh look at poor old Ronald, he has been cleaning trays for 40 years, time he got promoted"
Cu - maybe people are just too used to abysmal service from people who demand you dont answer your phone when dealing with them and demand respect, while they assume they cannot be faulted for closing tills and ask people to queue again?
But not ME! <stamps foot and juggles rattles>
LOL at the drongoes trying to start a ruck over a fucking McFlurry...
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.
Or maybe people just disagree with you?
I just love it that you had to add the disclaimer that you don't go very often in the OP
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?
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?
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.
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.
DO you honestly think that till operators in McDs care about 'loyal frequent customers'?
It's a fast food restaurant, not the Ivy!
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.
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!
Come to think of it, McDonalds is possibly the "restaurant" I visit most frequently. <tiny violins>
Well, thats sad, Marmalade.
It was shitty customer service.
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
<smacks head repeatedly off wall>
That was shit service and no the manager should not have said it wasn't his responsibility.
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 ) And that I am difficult.
I am by the way, matching my replies to the more ridiculous responses here.
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
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
Write and complain so atleast mcdonalds know about the incident & the manager responsible even if they dont do anything about it.
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?
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!
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
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!
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!
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.
Its a nice idea but you are seriously optimistic if you think that an 18 year old with a few days training on a crap money zero hours contract is going to give you the same service as a some waiter who has been trained for months, if not years, in every facet of high end service delivery.
I am not suggesting that fast food joints can get away with universally bad service, but perhaps, you should not expect anything beyond the basics! I am not going to get too agitated over the delay in a £1.59 McFlurry (or whatever they cost) but I am more than happy to go nuclear if my £25 foie grais with dressed crab starter is poorly served and tastes like shit.
The manager was probably closer to retirement than school leaving age, to be honest, so should know how to count change for the correct refund (it was him who got the key for the till out and refunded) as well as talking properly to a customer.
Good service should be universal, not reserved for high end places.
Do you really expect the same service at McDonald's as you would at the Ritz? McDonald's pays its workers minimum wage to do a very fast-paced job, serving hundreds of people a day. Yes, basic manners should be expected but nothing really beyond that. You're paying a few quid for a burger, fries and a drink, not £25 for a starter!
Waitress? McDonalds? Hahahaha!
Don't expect 5* restaurant treatment in a 1* fast food joint. There is no such thing as a waitress in McDonalds. They're called team members.
Next time go at a less busy time or use a drive through. I never visit that place during peak time.
You sent your DS to the till when there was a large queue. If he can't handle the way tills are opened and closed regularly in places like McDonalds, and cannot stand up for himself in such situations, you shouldn't have sent him up.
McDonalds is what it is. You pay buttons to eat cardboard food. They get paid buttons for serving it. Perhaps this manager's reward for his crappy manner is the fact he is flipping burgers for minimum wage when he is pushing retirement. Or perhaps he has lost a decent job and is now completely demoralised at doing that job at that age that he just couldn't be arsed taking your shit over a child being treated with respect when you sent him up there instead of going yourself. Or a combination of all of these.
Just don't expect to rant on AIBU and expect everyone to agree with you. Why should we?
What an odd thread.how can everyone disagree with you; surely nobody can argue that this was good service?
Also, I worked in fast food for many years. Yes, as some of you have mentioned, we only got minimum wage, but I always provided good service. I didn't work less hard because I didn't get paid very much. I would never have wasted someone's time like they did in the op or if that had happened on my shift, I would have apologised and probably given a free cookie to the kid.
And op has clearly clarified that she doesn't go to mcds often to highlight what a treat it was for her dcs,no? Blooming heck!!! Op yanbu!
GOOD service, not the same....just GOOD. And yes, I expect good service.
I volunteer, working with the public & I give the job everything I gave my paid jobs. It is no different.
YANBU the service was shite and I wouldn't have waited out of principle.
Some of the posters on here are being unreasonable though, picking holes in everything you have said and all the snobbery about people who work in McDonald's.
We don't go to McDonalds very often either, but when we do, we don't expect anything other than poor service, and so then, if it's okay, we are pleasantly surprised.
It seems that the OP did cut off her nose to spite her face?
But closing the till as her kid got to it?
That's not on, really.
Maybe if he could have joined a v short queue?
Doesn't sound as if he had been waiting that long, though-10mins?
IME McDonalds do have shit customer service. I asked for some mayo - they must have gallons of stuff in tubs - for my DS who has a tomato allergy and can't have any other sauces. They do say their nuggets come with dip so didn't seem to much of an U request.
All I got was 'tomato allergy' I did offer to hold his epipen at the ready if they wanted to put it to the test - and did get a blob of mayo.
We went to BK the other week for ice creams as MD icecream machine not working - and again the 'tude' was ridiculous.
It was gorgeous and the staff so much friendlier - and the ice creams cheaper.
That was shit service and I wouldn't have waited either. Waiting isn't the problem, it's what went on before that's the problem.
I used to work behind a till and the amount of people who who merrily push in front of a quietly waiting child was amazing. They used to get really narked when I served the child first
If you really want to cause confusion in McDonald's, order a meal and ask to change the fries to salad (as it says you can do, in small type that is easy to miss.)
Never do this if you are in a rush. But if you've got the time, it can be entertaining. Last time I did it, they had to call the manager, because they didn't know what to do and weren't sure where the salads were.
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