Mcdonald's - Merthyr Tydfil

Good food and service but none of the staff wearing hair nets so little disappointed

We arrived at McDonald’s at 00.30 on our way back from Cardiff to be told that the restaurants are no longer 24 hr service, although the internet claims that both stores in that area are 24hr. Very disappointed if McDonald’s had updated their information on opening times we would of made other arrangements.

Ordered a large iced latte through the app and received a regular iced coffee filled halfway. Instead of talking to an actual person I had to talk to a machine who ended up telling me to contact Uber eats.

Butter... Is it that difficult. Asked for butter to go with the pancakes. The young lady serving looked confused. Had to say butter 3 times and then spell it. She said, no we don't do it. When I pressed her, saying McDonald's have always done butter, she unwillingly trudged off to ask. We'll, surprise surprise, yes, butter does come with the pancakes. No sorry, nothing when she came back, just a glare. I suppose it's an age thing??

I do not want to be writing this email but feel like it is deserved after the shocking service we have received at one of your restaurants. We order from McDonald’s other stores quite a lot and it is the first time ordering from this one. It was 12:30 am and we ordered and there was a store full of people only one young lady who was just laughing with customers who she knew and everyone can see the food pilling up and no orders being given out then she starts bagging up some orders we are order 17 and orders go out right the way up to order 30 and we still haven’t received any food 35 minutes after ordering. The order is giving to us and the food is stone cold as it has been sat where we can see for the last half hour. We asked for another lot of food and our money back the lady gives us the money out of the till and goes into the back laughing with other staff members we then queried after another 10 minutes wait where our food was and she replies with a stinking attitude that it was either a refund or our food and we wanted a refund so we had waited an hour at this point to be told there was no food so we had wasted and hour of our time we asked to then speak to the manager who had be giggling like immature children with the other staff as she thought it was very funny we had an issue with the service she said we could order our food and pay again and she could give us some vouchers and not any free food or anything. So we did and waited another 20 minutes for the food to come out with salad on when the original order specifically said no salad and we had reminded before placing order. The woman refused to give us her name and we pointed at that we are glad she found it funny we had wasted an hour and half of our time and said she wasn’t laughing when colleagues where visible at that time in the back laughing and even making remarks like “it’s okay to have a laugh in work you know” we didn’t expect 5* food or instant food but a little bit of respect I think it needs to be taken into consideration what we are saying I believe Leah is the manager and I’m not sure on the name of the lady on the till but reading through other google review doesn’t seem like the first time there was also another couple that had been waiting over 40 minutes and hadn’t had there order taken. If this could be looked into for your sakes and for your customers that would be tremendous. Many thanks