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McDonald's

Malaysia

Consumer reviews about McDonald's

John Gomez
Apr 15, 2015

McDonald's

0169197895
Bulatan Pahang Titiwangsa Kuala Lumpur, Malaysia

Dissatisfaction

Dear Sir or Madam,

I am writing to complain about the unacceptable treatment that I received yesterday 11 April 2015 when I called up your toll free to place an order like I usually do.

First of all, I spoke to Mr Siva around 11:35pm when the phone cut. Then I called back again and spoke to Mr Azam and had to repeat back the whole dissatisfaction that I had to go through. To prevent me from repeating myself again, I asked Mr Azam for his staff ID just in case if the line cuts, I could request to speak to him again. However, Mr Azam said, “I am sorry but we are not allowed to give our ID code due to security purpose. It was something new to me. However, I continued explaining what took place.

I called up to place an order about an hour ago and after my order was taken, the toll free customer service advised me that my nearest branch of delivery will be Titiwangsa Kuala Lumpur estimated time 40 minutes from my call and the total charge including the delivery chargers. Forty minutes after, I received a call from Mcdonald Titiwangsa asking me to come down to collect my order as the despatch couldn't come up. With my legs swollen up which was one of the reasons I called up for a delivery had to walk down and collect my order and still pay the delivery charges. I did question the guards at my place and they said that they could come in but not with their motorbikes. I lived in a 25 story apartment and thank God there is no staircase where I do not see why my order did not arrive at my front door. Now, as frustrated and angry I am with my swollen leg, I come up and called the customer service again and speak with the team leader Mr Edwin. I explained to Mr Edwin once again of my dissatisfaction of not towards the despatch boys but rather from the branch manager who controls and manages her downline. Mr Edwin was kind enough to put himself in my shoes and understood me totally and said he will highlight this matter to the branch manager. Fifteen minutes later, I receive a call from a mobile number (0105644397). However, I did not pick up the phone as it was an unknown number. Five minutes later, I received another call by this number (0340232602) by a person name Ms Malina who claimed to be the branch manager who could not even speak English well. She said that she was aware of what took place and that she received my complain but what made me even more angry was she blamed her despatch boy for the error caused on her wrong managing act stating that her despatch boy did such because he was afraid that his bike will be stolen. I find this a very lame excuse and reason for a branch manager to come up with.

After me reasoning out my pain and dissatisfaction, we came to an agreement that she will send me the same very order I made tomorrow (12April 2015) of which she will waive the bill and what would be my preferred time. I did not want to carry this longer so I came to an agreement that 8pm would be great and just before ending my call, I reconfirmed my order date and time and she acknowledged it. It is 11:05pm now and I have not received her promise not even a single napkin serviette from Mcdonald.
I very much hope that in future you will take you will take care of these mistakes in order to prevent them in happening to others and jeopardizing your well-known brand by having an irresponsible manager managing your downline. As the saying goes “monkey sees monkey do, peanuts paid peanuts you get”. I am afraid to say that i will have no alternative but to put the matter in the hands of my solicitors/media should not I receive a compensation, letter of apology and call within the next days. I think it’s very rude and unprofessional for the way I was treated and taken for granted when the manager could have kept her promise or better still gone an extra mile.

On the next day, 13th April 2015, at around 12:11pm I called up the customer service at 0327265600 and spoke to Ms Usha explaining to her my dissatisfaction of what took place and asked her if she received my complain from the given column by McDonalds. Ms Usha was very professional in the way of handling a dissatisfied angry customer like me and said that she will look into the matter and get back to me. On the 12th April 2015 at 11:23pm, I received a message from a number 0183245914 stating "Hello Sir, can I send your order now. because i dont have enough rider 8pm". After all the blunder they had created, was this a professional approach attempt to a customer like me who was not only disrespected, given empty promises, caused me crucial pain as I mentioned and an sms without introducing themselves but just a straightforward unprofessional text. I am very dissapointed with how management handles a situation or an error like this. As everyday passes by, my pain and anger is leading me to mental duress. If this does not resolve in a high professional manner, I will definitely approach my lawyer and will not even hesitate further to take it to the media.


Sincerely,
John Gomez
016-9197895

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