A father's quest for a quick family meal at McDonald's turned into a costly and frustrating 40-minute ordeal, exposing what he describes as a complete breakdown in service.
Jason Rixon, 43, visited the drive-thru of his local McDonald's in Bexleyheath, expecting a simple order of three burgers. Instead, he was hit with a staggering £22 charge and found himself trapped in a queue of 'carnage' that nearly doubled his expected wait time.
'It was an absolute joke,' Jason told the Mirror. 'I just wanted to get some dinner for the family, but what should have taken five minutes turned into a nightmare.'
The problems began immediately at the order screen. Despite requesting only three items, the total on his receipt came to over twenty pounds. Confused and already stuck in the long line, Jason felt he had no choice but to proceed to the payment window.
A Queue of 'Carnage' and a 40-Minute Wait
After paying the inflated sum, Jason's frustration only grew. He inched forward in a painfully slow-moving queue, watching as the minutes ticked by. The situation inside the restaurant appeared to be in chaos, with staff seemingly overwhelmed by orders.
'The service was non-existent,' he claimed. 'It was carnage in there. I ended up waiting 40 minutes from the moment I placed my order to getting my food. For a drive-thru, that's utterly unacceptable.'
McDonald's Response and Customer Backlash
Upon finally receiving his order, Jason discovered his initial suspicion was correct—he had been significantly overcharged for his items. The experience has led him to question the efficiency and training at the popular fast-food chain.
A spokesperson for McDonald's UK later apologised, stating: 'We are sorry to hear about this customer’s experience. We pride ourselves on delivering a high level of service, and it’s clear we fell short on this occasion. We have refunded the customer for the error and will be reinforcing training with our team.'
This incident highlights a growing sentiment among some customers regarding rising prices and perceived declining service at major fast-food outlets across the UK. Many have taken to social media to share similar stories of long waits and incorrect orders, suggesting Jason's experience is not isolated.
