I took my two boys aged 4 & 7 to McDonalds at Townsville Lakes franchise around 12 noon on Sunday, 29 August. They were busy, yet only 2 of their 4 point of sales were staffed so I ended up in a line. Took little over 10 minutes to get to the front and place my order... 2 kids happy meals, a Seared medium sweet chilli chiken VM and 2 Malteser Sundaes for the kids.
Got pushed to the side and asked to waite... first the maltesers arrived, then the kids meals came out without the burger and nuggets... 15 minutes laterthe nuggets and burger arrives, still no seared sweet chilli chicken... by now the sundaes have molten and the milkshakes have gone flat... another 5 minutes on, the chicken roll arrives... no appology no nothing. When we finally get to the table and sit down, they gave me the wrong roll.
At no point, even after making the staff aware of my problems and issue, did the shift manager step forward. The Shift Manager "Krystal Jones" only came forward when the noise from my corner became to obvious for her to ignore. Her responce to the matter..."Just calm down, I'll change it for you", which took another 10 minutes.
Here's a wakeup call for the Franchisee, Mr Justin Leadbetter. "Your shop is going down the toilet mate !! Better quality staff and a bit of training in customer care and communication will go a very long way"!!! You've lost my business and future support.
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