Dear Sir / Madam
Good day.
I went for a quick lunch at KL Sentral MdDonald's outlet on Sunday, 28 February 2016 before going to Subang Airport.
I ordered for:
1 set of Spicy McChicken Deluxe Burger (combo) - requested for Sprite (without ICE cubes)
1 Tropical Pie with Sundae - with chocolate topping
The staff at counter Tiqah took the order and I paid the bill with a RM50 note. I got back my balance and waited for the food.
Upon getting my food and drink, I noticed that the Sprite had ice cubes inside. So, I told the counter girl that I had requested for a drink WITHOUT ICE to which she said she will get it changed.
She then passed the Sprite with ice to the girl named Mariam and told her that it should be Sprite without ice. However, Mariam did not do anything to change the drink but just left it there a while to let the ICE MELT and prettended as though she had changed the drink. I was watching her actions from where I stood. Then Tiqah passed me back the drink claiming that Mariam had changed the drink. I told her that it was not changed as I was watching what Mariam was doing.
Tiqah went back to Mariam for the second time and asked her to change. Mariam then poured down the Sprite while grumbbing that she had to change it and looked at me as said that the drink that comes out of the machine is always cold and she DID NOT put in any ice cube even when she prepared it for the first time. I told her that I had been watching her from the beggining to which she cannot argue back.
I then got my Sprite without ICE. However, I had asked them to call the DUTY MANAGER to tell him about the incident. Azuhar, the duty manager who happened to be at the corner came and apologised to me and said he would change the drink for me. I said that I had got it changed but I don't like the attitude of his staff who lied to me. He apologised again before I went off to eat my meal.
While I was eating my burger, I had some ice-cream and a bite of the pie. I tasted apple in the pie. I quickly checked on the other piece of pie and reallized that they had given me the regular apple pie and NOT the NEW tropical pie. I looked at my bill and I saw that she had keyed-in Apple Pie- Sundae.
I then took my bill and went to the counter and asked to Tipah on what I had ordered. She repeated my order correctly and agreed that I had order the Tropical Pie - with Sundae. This happened when the Duty Manager standing next to her. I pointed out to the Duty Manager that his staffs are not attentive and do not care about what their customers want.
He again apologised. I told him that I need a complaint form and he said that I could make a complaint on his name but did not give me any complaint form. I wrote down their names and went to finish my meal as it was getting late for my flight.
Azuhar came to my table and apologised for the mistake and wrong-doings of his staffs. He offered to give me another set of my order free-off-charge to which I refused. I said that it was not right and good for a McDonalds staff to be so irresponsible and careless in treating their customers since Mc Donalds is an International Brand name and it jeopardizes its image as a well known fast food business operator. It is not only that, but it also gives bad name to Malaysian's as there are many international visitors (tourists) who stop by at the outlet to grab their meals. Azuhar kept on apologizing and asked if he could give me another set of my order to which I said NO. I told him that he should educate his staffs to serve their customers well.
I then left after finishing my meal.
I request the franchise owner or the McDonald's Management to look at this complaint seriously as it would affect the good name, goodwill, trademark and reputation of an international brand-name that Mc Donalds had created for such a long time.
Thank you.
