Most of us would think McDonald's fast food would be one we would turn to when we expect fast food and consistent service...but, I was really disappointed this time. And apparently, some of my relatives were disappointed too on a few occasions.

My McDelivery Order reference number : 194-15/06/2017-276622 and below are the complaints from this particular delivery website in Kuala Lumpur;

1. McDelivery Kuala Lumpur website DO NOT HAVE an optional key for customer to agree or not agree with their delivery time. After I have finalized and confirmed my order, a confirmation was extended with delivery time. From my case, I placed my order at 1.13pm on 15th June and delivery time stated on my confirmation was 2.45pm. As a customer, I do not expect to wait for a fast food delivery that would take more than 1.5 hours to arrive. To make it worse, the website do not have a functional option to CANCEL or SELECT a time of preference from my order.

2. McDelivery Kuala Lumpur website IS NOT LINKED to a Customer Support or Toll Free line. When we tried to call the toll-free number : 1300 131 300, a voice machine mentioned that the line has been discontinued. As a customer, who, how and where do we reach out when we need any assistance from the McDelivery Team ? Obviously, from my case, I wanted to cancel my lunch order because the delivery would take more than 1.5 hours and it's not convenient. Neither can I cancel it online.

3. Does McDonald's really care for its Team ? Apparently, my orders today was delayed because one of the delivery boys met an accident. So, the 2nd delivery boy had to deliver the rest of the orders alone. Question is, does the Owner or Manager of the McDelivery outlet CARE FOR THEIR TEAM and IS UNDER STUFFING A GOOD WAY TO OPERATE A DELIVERY SERVICE BUSINESS ? What would be McDelivery's actions on managing risk and customer promise ? In fact, I felt sorry for both the delivery boys whom are merely earning such salary to be treated this way. Please SHOW YOU CARE, McDonald's Management Team !

4. The MENU ITEMS stated on the McDelivery Kuala Lumpur website, it's not reliable. A lot of the ITEMS ARE NOT AVAILABLE most days. If McDelivery cannot cope with the orders or the number of items are too many, PLEASE DO NOT INDICATE ON YOUR WEBSITE that you have such items for McDelivery services. Manage your internal expectations and keep your promise of what you can deliver !

We are really good customers of McDonald's for many, many years ! However, it's quite disheartening to see the level of Customer Service and Commitment which the McDonald's Team have rendered has gone down the streams. Key is for the Team to review and reconsider how are you guys delivering your product and customer service to stay competitive. Obviously, as customers, we have choices...but, we trust McDonald's Team will not take your customers' feedback lightly and show your sincerity to improve !

Thank you for your attention.

Cheah

(From Kuala Lumpur)