McDonalds delivery in Malaysia. BAD Service

Its Saturday 30th April 2010, 2.30 pm. My wife complained to me that she is hungry and wanted to call Mcdonalds delivery. She was so lazy to call so I did it. I made the call and ordered. I ordered a Coke can glass set of McDonalds regular Ayam Goreng set with Strawberry sundae and a 6 piece nugget ala carte.

Patiently we continued to wait but without noticing, its been an hour since our order. I called Mcdonalds again to check the order. The reply was dear sir, your order had been sent. I asked when and the answer was 5 minutes ago. I was frustrated but since its already coming so its ok.

I waited for another 10 minutes but the delivery has not arrived. Now McDonalds is just 5 minutes away. I called to check and the operator answered saying that the delivery have not been made. So I mentioned that the first operator told me the order was already on the way.

The operator only said I will put a remark saying that it’s a late delivery. At this point I was more frustrated but there is no point barking at the operator and so I said thanks and hang up
Finally the delivery arrived after more than 1 hour 20 minutes. A little angry I asked the delivery boy why does it takes so long to make this delivery. He said that system was down. Quickly I brought the food upstairs to share with my wife and daughter.

At the moment my wife open the ayam goreng, she notice that it was Spicy ayam goreng. I told her to eat it since the delivery was wrong. after meal, its desert time and it is now that we notice the sundae was not delivered. I made a complaint to mcdonalds and they mentioned that it will be replaced shortly. This is when my nightmare begins.

30 minutes later, after I forgotten the matter, my wife asked where is the sundae? Immediately I called again and the operator said its on the way. Satisfied with the answer I got back waiting. 15 minutes later, I made my second call and the operator said its on the way. Furious I told him that another operator gave me the same answer 15 minutes ago. He apologized and we hang up.

Now another 15 minutes gone and this time I called and an operator told me that it had not been delivered and will be coming shortly. I told her that this is my 3rd time calling and she said the store manager shall call me back. This time I asked her name and she said she is Fazi.
15 minutes later still not answer from the McDonald Taman Sri Andalas manager and delivery is not here as well. This time operator Jeremy answered and I said my stories all over again and he said he will talk to the store manager to give me a call back. 10 minutes passed but still no news nor delivery. This time Salam answered my call and I was so frustrated that I started barking at him.

All Salam could do is just to say sorry. He too promise me that the store manager will call me and the sundae will be replaced. Minutes passed and still no news. More frustrated, this time Sukma answered and I demand to speak to his leader. A man by the name of Sukri answered and he told me that he spoke to the manager himself and my order shall be replaced. I lost my temper on him and demand the store manager to speak to me. He mentioned that the store manager on duty is Prakash.

Soon I received a call from the outlet by a malay lady. I my mind I said this is not Prakash! So I started to comment my frustration to her. She just answer I will deliver now. Dissatisfied I continued to demand answer for such long waiting period. Unable to answer me she slammed the phone on me. Now I had reached my boiling point and called Sukri to ask him how should I complain but his subordinates said he is on the line and shall call me back later. I never receive his call until now.

By the time I get my sup of Sundae it is already 6.30 evening. Yes! From lunch its now dinner time. Imagine the time required to enjoy Mcdonald’s services.

Now from my long story, I am sure you understand my frustration. The imbecile Prakash is one big problem avoider. McDonalds services is a piece of shit. They made all the mistakes that a service industry should never do. Now look below the list of mistakes done just for one delivery:-
1. Uninformed late delivery:- one hour late
2. Sending the wrong item
3. Giving fake information: lied that the order had been delivered
4. Did not comply to promises: Prakash did not call back, Sukri did not call back
5. Slammed the phone on me
6. Ask someone else to just entertain me
7. Never give proper explanation for the mistakes
8. No sense of responsibility

Now I pray all you people out there to spread my blog to all your friends. Let them know and maybe one of them is McDonalds’ top management. I want Prakash to answer for his disability to manage the outlet. Another person who is very rude is the malay girl who called me and slammed the phone on me. She should be fired!

Please spread far and wide so more people knew about this. Anyway regardless of the lousy service, I will not boycott mcdonalds. It’s the employees’ fault not the company. Maybe some adjustments should be done on their system