McDonald's response to our bad experience

So, you have already seen my post regarding the problem we have encountered with McDo El Pueblo branch. I didn’t just take time to write it in my blog, I gave them a copy of my blog in their email address for customer care.

This was the response they gave me:

Thank you for taking the time to send us your feedback.

First and foremost, allow me to apologize for the inconvenience the incident may have caused you. At McDonald’s our goal is to provide 100% customer satisfaction. We do our best to maintain McDonald’s high standards of quality, service, cleanliness and value to guarantee that each transaction you make with us is a pleasant experience.

To be able to properly take corrective actions, may we ask you if you can provide us the following important details?

-The contact number used or given upon ordering at 8McDo yesterday
-The name of the person who ordered
-And also, if you can provide us your contact details

Your responses on these matters would surely be of great help.

Rest assured that your experience has been shared to our restaurant operations team to avoid similar incidents to recur.

Again, thank you for taking time to bring this matter to our attention and for helping us make some improvements. We hope to serve you better in the future.

Respectfully yours,

Jm
Customer Care
writeus@ph.mcd.com

  

I did send the details they need and they replied right away with this message:

Thank you for your immediate response on our queries. Your concern will be forwarded to the restaurant operations team of McDonald’s El Pueblo for investigation and to avoid similar recurrence in the future.

Again Ma’am, we do apologize for the inconvenience and thank you for your time of bringing this matter to our attention.

Very truly yours,

 Ten

Customer Care

After an hour or so, I received a call from McDonald’s El Pueblo. They said that they have read my post, and was also advised by the head office. She (let’s leave her anonymous) said that she won’t let it happen again, and is apologizing in behalf of the whole staff and crew of El Pueblo branch. I made it clear, that I’m disappointed and I need to be assured that it won’t happen again, and she said yes.

Thank you, sweetheart. But I think that damage like that deserve something more. A peace offering perhaps, but I didn’t ask for it. Just assure us that such actions are not supposed to be tolerated. Lets wait and see.

Are customers supposed to beg for McDonald's?

They say, the customer is the number 1 priority. It seems that, 1 branch does not practice this. I will not take time to write this if it only happened once (more than an hour late), but it did occur twice and the second one was a total gust.

Last Wednesday, our CEO paid a visit in the office, gave us money and told us to order in McDonald’s. Of course, we are ecstatic much more to our new interns. We chose what we want to order and decided to call around 11AM to 11:15AM.  Our order formerly includes McFlurry, hot fudge sundae, and coke float, however the agent told us the nearest branch (El Pueblo, just across our office building) doesn’t have it and that’s the nearest branch to our office. If we still want to push through, it will take an hour to get our orders. Hearing this, we decided to cancel it and alter to large coke and fries.

We anticipated our orders to arrive around 12PM. We continued doing our work, until our orders arrive. 12:30 PM comes, still no food. We called McDonald’s for follow-up, the line dies. They called my colleague over the cell phone and they told us the food will arrive at 1PM—wow! We requested if they can make it at least 12:45 because the lunch break is almost over, they agreed.

12:55 PM, still no McDonald’s. We called once more, ask to please connect us directly to El Pueblo branch and talk to the manager. They asked why? Honestly, in my head I want to scream— don’t you know how to cross the street? Is that the reason why our orders are not with us? The manager (we got his name), told us that its lunch time, and the branch was busy with so many customers at the moment. What an excuse?! We called 11AM, which was an hour prior to lunch time. We are your customers too, and should be given equal priority.

1:10 PM, we called again. My colleague called the advertised delivery number 8-MCDO, asked for the direct line of the branch to talk to the manager, but they said that they will just connect it but the line gets cut! I decided to give it a try, asked nicely to give out the direct line, she told me she can’t. Okay I can’t take it anymore, I said—(patiently, but my voice is literally shaking as I tried my best to control my fury) I have a customer concern; we have been waiting for 2 hours already! Yes she did give it to me, maybe because the call center already knew that we have been calling a number of times already. We talked to the Manager, still excuses were given. NOTE: He is maangas!  

The food came around 1:20 to 1:40 PM. My colleague talked to the rider, said all her concerns to relay to the manager. Amazing as it may sound, the rider also have some excuses. Seriously, I/we want to scream but we played it cool. We called the branch to lay out our concerns, and I’m sharing it out.

•             No Sundae—acceptable. But the fact that we changed the order to assure us that it will not take an hour is definitely unacceptable. The delivery took more than 2 hours.
• ·          The line dies—we are not sure if it’s technical or purposely done, but please have the decency to call us back and tell us what is happening. It occurred a lot of times in the calls that we made.
• ·          8-MCDO doesn’t give us the direct line—we want to talk to the manager, that’s why. They gave us the number during our boiling point.
• ·          The rider gives a lot of excuses—“Tumawag po kayo 1PM. Ang tagal po ng elevator. Nawala po ako.” Come on, our floor only have 6 offices. I don’t think it will take that much time to find our office especially when the front door is screaming with our company name. 1PM? Really huh? So what was really going on McDonald’s?
• ·          The manager is very maangas—I don’t think you have the right to act maangas to your customers. We are the one who talks patiently, even begged. That’s very admirable Mr. Manager! Way to go!
• ·          The orders were inaccurate—got it all messed up.
• ·          No receipt—yes, we asked for OR addressed to our CEO, but we are supposed to get the receipt right? The other one that we usually get when we eat in McDonald’s.  

We even told them this as we are about to conclude laying our concerns. Yes, we called the branch again.

“This does not mean that we are transferring to Jollibee. We are still going to eat in McDonald’s but please, please, please do something to improve your service.”

We could’ve understood if you treated us nicely. We are customers, and the company boasts: “McDonald’s is a customer-oriented company that strives to offer Filipinos a combination of great tasting, quality food products at value prices with excellent service.” I’m not justifying the whole brand, but please do everything to improve your service (El Pueblo, and the call center). I have heard a lot of concerns with the same branch, so please do something about it. We love McDonald’s but you got to love your customers, too.