Love the store design, the location, parking is great BUT the team need better leadership. As is, the food takes too long, coffee is cold, the managers I have dealt with have a “this is the best we can do” attitude which is mirrored by most of the team. I like MacDonalds but after more than a dozen visits to this store, very poor service, providing feedback over the app with nothing changing and seeing all the other posts from people who have had similar experiences etc. decided to add.

Horrible experience. Everytime got my order wrong. No body clean the full rubbish bin.

This was by far my worst experience at this establishment. Despite being a loyal customer for over seven years, I endured a wait of more than 20 minutes just to receive my fries. To make matters worse, the delivery person carelessly forgot to include the fries with the rest of my order. This incident happened on July 1st, between 2:10 and 2:40. I truly hope that the management takes immediate action to implement better training for their staff, aiming for improved customer service. It's disheartening to see how one bad team member can tarnish the experience for everyone. Furthermore, it was disappointing that no one bothered to offer an apology once I received my order. Sadly, I have made the decision to stop eating at this establishment.

This McDonald's has gone from the most reliable to the worst I've ever experienced. It took over 20 mins for my order to be handed to me. Which was sitting on the counter with a few other orders for probably around 10 mins. But only after my son asked a staff member where our order was. So the staff member still handed the food over only for me to tell them to at least give us fresh fries, since the ones in the bag were cold. I wasn't the only one waiting this long either. I saw a lady who was waiting longer than I ask for her order to have the staff member walk away and come back a couple of minutes later with a cup of coffee. So if McDonald's doesn't want to go into administration in the future, they need to re-educate the heads of departments on customer satisfaction and quality of food and maybe have something that resembles customer service. Then maybe they might teach their staff something better than the rubbish I observed.

I would have given this McDonald’s zero star if there is such option. One our first visit, they have not given us the items we have ordered. It was missing one whole burger and one fries. As we were doing take away and didn’t notice until we got home, driving back to the store and then back home would take us another 25 mins which was so not worth it! Since they didn’t give us all our items even though we paid for it, we were left still hungry. So we filled in the “feedback” form. But we have not received any response at all even though we requested it. So we haven’t had McDonald’s since then, but craving kicks in and we though we will give this store another chance tonight. To no surprise, it is another bad experience again! We didn’t arrive at a busy time, there aren’t many customers waiting either. So why can’t the staffs do their job properly?! The fries are soggy and cold. The Angus beef burger is cold too. And the customized McFeast burger has not been customized. Even the soft serves are extremely small in size. I would have expected this particular store would have a higher standard out of every stores given this is where McDonald’s head office it. But obviously not! I will definitely NOT come back to this store!!!!!

In our experience of ordering takeaway meals consisting of 5-10 items over the past 5 years, there has been a 20% chance of missing something or receiving the wrong item. Therefore, we have learned to check every item in the bag before leaving. It is possible that the chicken patty in your burger still undercooked...

Well we are a uber driver who waiting to collect the foods. Meanwhile all the staffs crowded at behind chatting, and no one coming to the front counter to serve all the waiting customers. They just ignored us! What a rude and unprofessional staffs

Late night shift. Person on orders took forever to speak to us. Then got our order wrong. Then was not able to figure out how to delete an item and replace it. Second person arrives and still doesn't know what to do. Thank god for the manager turning up and sorting it. Food dry and chips soggy. Thanks though to the manager again for the amazing chai latte :). Wish I could give you a separate good review.

Ahhh yes.. what can we say besides the ample car space and 24hr service? That's right.. 40mins wait time from 210am to 250am. Night shift staff were either over their shift or just out of morale to cover the standards of customer service. I'd suggest to not go after 1am, no apology just slam the meal on the bench and calls your number. Anyone suggest where to place feedback apart from leaving a review on google?

The food felt bland as there wasn't sufficient sauce on the burger. They also didn't offer me napkins, nor were they easily found.

Worst McDonald’s in Australia, machines weren’t printing tickets and I asked the girl if she could read out what was in the orders and was told to read the receipts on the bag myself in a rude manner! I understand that she probably couldn’t read and I completely support hiring special needs individuals, but as the Maccas that is attached to their head office I would have thought that the staff they hired would be more polite. 0/5 stars

I have ordered 2 chocolate flavour sundae. Not only they do not have the flavour I want, the vanilla sundae is actually tasted like Vanilla milkshake!! Service is very poor as the manager doesn’t seem apologetic.

Self serve machines should be removed. Staff were friendly. Order was wrong but sorted quickly. I do really love that an autistic girl works there and she works very hard. Amenities were clean and we enjoyed stretching our legs on the grassed area

Great place to stop by … do visit. Very spacious

Dry brekkie burger mini squirt of bbq sauce. Hot cakes were cold.

Slowest McDonald's service I've ever experienced. And this isn't a one off. Visited 3 times in the last year. Once I had to abandon the drivethrough (I was lucky I wasn't parked in) and another after waiting in drivethrough for 10 minutes they couldn't find the order even though had been paid through the app.

Frequently get orders wrong, mostly forget things, Toilets not always as clean as you would expect. Music far too loud I don't know how the staff communicate. Still generally a good stopping point on travelling.

The maccas itself is fine although I’ll always go to waitara maccas up the road if I want a guaranteed fresh feed (as fresh as maccas can get). The issue is that Thornleigh McDonald’s is the only maccas I know of that always has a disgusting, overflowing rubbish bin in the car park. Every time I’ve been here, it’s overflowing to the point where it’s super easy for birds to come along and start picking away at the trash. Don’t preach Clean up Australia Day and give us paper straws in place of plastic straws if you can’t even take care of your own bins.

For a recently redeveloped site the mistakes on Orders are at least 60%. Being drive through you don't discover this until later. Tip. Listen carefully receiving the order. This is communicated to the assembly....who make the mistakes mostly. Disappointing.

Every time I have visited this store the service is poor, the order is wrong, the order is cold by the time I get it. I can’t even return it because we are usually travelling and can’t turn back. It is a disgrace!! It’s so disappointing!! Today I watched them put the bag on counter and walk away, when I finally asked them was that my order after a 20 min wait they gave me a cold cheese toasty covered in bbq sauce?? Spilling out everywhere, not cut in half and no napkins. I couldn’t even pick it up as I had nothing to wipe my hands on, I had to throw it out!! And the rest of the order was cold and wrong size. I DISGRACE!! It’s EVERY time I’ve stopped there. I will do without next time

I love the double chocolate muffin!!!! Eat it cold!!! Soft inside, hard shell chocolate outside and big chunks of chocolate chips! Love it!!!!

Food was pretty standard. Perfectly fine. Service was a little strained. The drive through speaker was difficult to understand. At the payment window. I was just told the price, no greeting. An average experience, to be fair.

I am a regular customer here and always come here with my friends and have never had an issue up until today. Me and my friend decided to order off the app tonight at 12am and I went through drive thru and asked if it was ok to pick up 2 orders. They said yes and I told them our 2 codes. The guy who served us throughout this ordeal did not clarify the code so I assumed he got the right one. We went to the cash window and I noticed that our happy meal was not on the screen. I tried double checking with the guy about the meal but he hastily ordered us to go to the next window. When our orders came after a 10 minute wait we did not receive the happy meal. I asked why and showed him our order and he said there was nothing he could do about it. However he could clearly see that we paid for it. I asked if he could clarify the code to make sure we got the right number but refused. He then told us if we wanted to sort this out we have to drive all the way around again, so we did. He then gave us the same answer saying there’s nothing he can do because it was not on his screen. We eventually talked to some of the other girls on shift and they were more than happy to accommodate us as they could see that we paid for it. I don’t understand why it was so hard for this guy to do the same. Overall I am not happy with this experience and will not be coming back again. We still not receive the drink for the meal but I did not want to argue more.

There is at least one thing consistent about this McDonald's. It's consistently terrible. Fries last night had the consistency of cardboard: old, cold. Not to mention my order being dangled and swinging outside the window of the drive-thru like I'm a bull driving towards a matador. For the flagship McDonald's - this is a great example of how not to do it. Standards are so low, consistently given the incorrect order. Hamburglar could do it better.

How long does one need to wait to be served? Ten minutes at the cash counter with no one available to serve. Yes, it was busy, but a lot of things were happening with my presence irrelevant to those being busy. A young lady kindly said she would be with me soon, but soon didn't happen.

We visited on tuesday august 29th for dinner. Big mistake. 3 meals ordered each one was wrong- pickle missing, wring drink, no salad dressing, overflowing sundae, coldish fries. There was very little seating available due to the building works so why were 4 staff occupying the best seats and all talking at the top of their voices?! The manager or HR person or whoever she was in the corner did not stop preaching at the top of her voice to the poor girl opposite her the entire time we were there . Whoever you are lady you need to get a life and remember the restaurant is not your personal theatre. Will not be back.

Boy I hope somebody got fired for that blunder. When you go to a McDonald's you're expectations aren't high, but wow this restaurant is routinely disappointing, missing sauces or some chips are one thing but a 1/4 of the entire order being missed is particularly deranged. I will be praying for the manager because they must have Alzheimer's, however they're place is clearly not here but a nursing home. Chips were fine.

We entered the drive thru at 11:00pm on Wednesday 16th of August. We didn’t get served until 11:32 and our food was not given to us until 11:53. You could tell it was extremely understaffed and the order taker was absolutely run off her feet. When we finally received the food it was absolutely cold it might as well come from the freezer.

Drive thru at 1am, ordered two burgers one chicken and one double big Mac. Yes definitely said it on the ordering screen. Only customer there. Waited ages, put fish fillets in the big Mac... How hard can it be. Will not return. Also forgot the drinks.

Good service, machines all work well, great toilet facilities. Was very fast and efficient and I had a good McFlurry. The tables/seating allow covid safety, as people are not allowed to sit right beside each other, and there is also a lot of seating available. There is also quite a lot of parking available too!

Food and service no problem at 1.45am. Longer than usual wait for a drive through, but it's night shift, so happy to wait. What was not so great was whoever was training the new member of staff tonight. The new staff member did an excellent job taking my order. Some fumbles, he's learning, no biggie. But the impatience and poor attitude of whomever was helping him out resulted in a poor experience for me and probably not a conducive learning environment for him.

This place was and still is my favourite McDonald's to visit. The staff you can see are trying their hardest to get the food out although the wait can be a little longer on Friday and Saturday. I've noticed it comes all fresh, everything is packed when the food comes in. I ordered a 10 nugget meal and all the sauce and everything was in the bag ready to go and perfect. Thankyou again to all the teenagers who run this place, as well as keeping the tables as clean as possible.

Because this Macca's is right next their Aussie HQ, it's always their best restaurant in the country. A few times I went there, they even had a customer service manager (or someone who's job is to really after the customers), making sure every single customer was happy with the overall experience. Clean, efficient and friendly. BTW, we need some of these customer service managers at some Sydney metro stores.

Decided not to angry-review until I saw reviews left behind by others. I come here almost every Sunday with my family and almost every time they are late, missing orders or both. Like others we've learnt to go through all our orders to make sure we haven't lost an item or two - I'd love to be able to just trust they got my order right. The food isn't good and certainly isn't 'fast', so really what's good about this Macca's at all?

Very average, printer not working on self order (and had to wait 5 min before anyone would even speak to me to even check my order actually went through), cold fries, no ice in drinks, burgers slapped together with no care at all. Floor and tables were disgusting. They were doing renovations but even so they need to pick up their act to a higher standard other restaurants can achieve.

Not happy about self server and refused to use it. Two weekends in a row stopping for food I asked a young man Jess for assistance. Most helpful doing my order , with no hassle. He is a credit to Thornleigh, great cutomer service.

Maccas gets 4 stars - I needed somewhere to hang out for an hour where I could set up my laptop or read a magazine. But 4 stars because using my rewards app I received a free ice cream Sundae and also a deal for $1 fries. This restaurant offered a choice of chocolate or vanilla soft serve! I’ll stick with vanilla next time. But if I was having just a cone I’d choose the chocolate. Have you ever tried dipping your fries in your sundae? Chocolate or caramel - it has to be done! Winning sweet and salty combo!

You come here for reliable dependable reasonably priced food in a clean place and we got that on our once in 6 months trip to one. This is apparently the 'head office' store so company owned and well resourced. Very busy on Christmas Day.