Too many times items are missing from our orders. This seems especially, but not limited to delivery. When doing delivery the only option is to get a refund on the missing item(s), which is decided by the delivery platform, and doesn't always reflect what you paid. A refund isn't always ideal when a kid is missing their meal entirely, or someone a burger, etc leaving the only option to rectify, paying a second delivery fee and often more for the missing items out of a deal/combo. With delivery, I don't want a refund, I want my missing items that I have already paid to have delivered. Aside from the above, food is overall nice, and reasonable value

I don’t usually complain, but lately I’ve been really upset... Especially when delivering! When McDonald’s first started delivering on delivereasy, my food used to be super fresh.. but these past few months, I’ve been receiving my food cold 🙃 I don’t pay for cold food… I don’t like to complain so I usually just eat it, but it’s been like this for too long! I got real fed up when I was told McDonald’s was falling 20 minutes behind schedule so I waited 20 minutes longer, waiting patiently, expecting my food to be fresh. It’s now normal that the chips come cold (they always do)🙃 but lately my entire order doesn’t even give out a hint of warmth at all! Especially when I change the delivery time to an hour (example: ordered at 1:40pm and changed delivery time to 2:40) It’s like they cook my food as soon as they see my notification and leave it sitting on the bench! (I don’t drive due to personal reasons. I order from time to time) I don’t mind if my chips or my order come cold here and there but it’s been like this every single time now for months. Aren’t restaurants meant to keep hot food over 60 degrees Celsius? And if the food sits there longer than they should, shouldn’t they be recooking it? Due to the fact that bacteria grow under 60 degrees Celsius which could lead to possible food poisoning? McDonald’s please do better

Ordered at the counter, don't like their self ordering booths. Meals came out and sat on the counter, no one called out numbers or had a screen showing numbers. After waiting for awhile I got my meal then had to wait for the drink. Burger had to much sauce and could only eat half of it. Chips were only warm, soggy and oily, should've been crispy at least. The only good part of the meal was the drink.

I know it's just a maccas but I think there should be a minimum of customer service. You order your food on the screen, it gives you the option to pay cash at the counter after placing the order but when you go there to pay, 3 times times in a row, there's just no one to help you take your money, just some people in the kitchen looking at you but not bothering to come and check if you need help. 👎🏽👎🏽👎🏽

You can go on the iPad and order your food which is easy and you can take your time. Sometimes you spend time waiting to talk to someone. Also literally no one smiles at all. very glum

I THINK THAT THIS MIGHT BE THE BEST MAC DONALDS I HAVE EVER BEEN TO THE ICE CREAM MACHINE WAS WORKING AND THE FOOD WAS SO INCREDIBLY GOOD IF I COHLD GIVE THIS PLACE A MICHELIN STAR I WOULD. IT WAS SO SO BUSY BUT THE FOOD WAS SO NICE AND THE SERVICE WAS ALSO GREAT thank you so much for being so AWESOME!!!!

Large Flat white coffee, full cream milk tasted like coffee grind mixed with water and milk. Honestly the worst coffee I've had in my lifetime and I've had a few bad coffees. Wasted my $5.70. Such a huge disappointment 😪

Went though the drive through around 9am for some quick breakfast and coffees before we hit the road. The lady who served us over the speaker was rude, didn’t say good morning or anything. We had 3 codes off the app and we were told we can only redeem 2 and if we wanted 1 more we had go around the drive through again. I work at a busier McDonald’s and we do 3 codes. We didn’t want to make a fuss so we just drove up to pay and when we got to the first window the lady was talking away to the other people in booth and we had to wait for her to stop talking. She is in the wrong job and I will not be back

ZERO STARS Outdated opening hours doesn’t open until 7 AM IN THE MORNING!!! CLOSES AT 9pm not practical at all drive thru line ridiculously long not worth the wait I waited an hour for food put it on google your CORRECT HOURS They aren’t NOT EVEN ON THEIR DOORS useless!!!

I went to order through the drive through, I ordered a double big-mac, just the burger. This was at 8.00PM 25/07 being a Tuesday. After driving through and paying I was directed to park up-a-head to the right of the driveway, next to two cars that had also been asked to park. They drove off after getting their order, then almost every other following car had to park up and wait, this caused a traffic jam at the exit. Four cars that were behind me had received their order after waiting when I got annoyed and eventually just drove off without my order because it seemed they had forgotten about mine. I had clear view of the inside of the restaurant from where I was parked, there were people inside eating but just the regular amount you would expect and also the usual number of people in the drive-through queue. I know McDonalds has the system to delivery effectively and I have never had this experience or seen this at any other McDonalds location. The order was only $10 so I don't care about that, just very disappointed and kind of annoyed with the service.

The managers need to grow up and learn some manners. I went to get food not to have some blond dude think he's tough because he manages at McDonald's and thinks he can bully customers. I'd recommend going anywhere but here

3 times now food has been short delivered which I've paid for on delivery easy. These clowns need a wake up kick up their stupid arses. Today paid $30 odd, received no nuggets. I ordered a nuggets combo ffks. This is disgraceful, also always cold on arrival. Pathetic napier small town attitude with no idea about service. I now have to email complaint to deliver easy AGAIN, 3rd time. Wait for another refund. Disgusting the lot of you. So poor.

Both people working on first window & 2nd window needs proper training. Our order was so simple. Yet they messed it up. Made us stand in the que 2nd time. Still they didn't get it right. Instead of owning up, they seem like they don't really care to correct their mistakes. Customer service on drive through was hopeless. I'm sure they can do better than. Rude & very disrespectful. I don't think they even know how to serve customer properly. Manager at the time had to apologize finally. Still, it's not his fault. Customer service needs to do their job property if not find another job.

The new store is small and the customer service was absolutely disgusting, all you could hear was the team leader yelling at everyone, no one seemed to know what they were doing and someone had to be told to serve on front counter as no one was even serving. I'm amazed they could even get the food out. All the customers looked uncomfortable waiting and listening to the team leader yelling out she was telling everyone to serve or to go home and that she had enough of how things were running. You could hear everything. Gone downhill. Disgusting service. I feel sorry for the elderly that go in there these days and have to witness that. The new wall makes the store look budget as, don't know why they bothered. More like a downgrade than upgrade. Shame on McDonald's and the staff!!!!

Such a lovely experience this morning! Our food was super quick, hot and fresh. The older lady working the counter (sorry I don’t know your name!) offered so kindly to bring our coffees over to us once they were ready. Her service was exceptional and sunny, thank you to her especially!

Definitely 5 stars to the awesome staff member Fileesha who was on drive through at dinner. I went through drive through placed our order to my amazement she turned out to be so pleasant efficient overall great i couldn't believe it as lately the service has been appalling with orders missing items and a lot of the staff have such dreadful negative attitudes, it is extremely annoying and not necessary. I told her also how great she was I am very strong on credit where credit is due in this negative world of ours. 😊

Absolutely disgusting. The cheese was slapped together it looks revolting. They left food I paid for out of the order. The chips were soggy and foul. A total waste of money.

Thee sir has been completely renovated with a new playground, new ordering machines, and a new kitchen and counter area. However, some of the machines can't print receipts even when they are loaded with paper. The seating area is open with sections with different seating options to provide privacy and comfort. The staff are as accommodating as any other McDonald's.

Nothing on the bill board available. Ordered fillet of fish- not on board at drive thru plus medium chips. No one was ahead of me paid and picked up within 2 minutes. Chips were lukewarm and no more than 2cm long. Oversalted. Fish burger slapped on a piece of stale bread. Never will I return.

What's the point of having 24hrs if you guys can't even keep the store open? I get there at 2am and the girl on the mic says they're not open and couldn't give me a clear answer as to why, just mumbling. I'm willing to empathise with the employees because it clearly isn't their fault for the lack of staff, either way the management needs to be sorted out asap.

I don't do McDonalds as a rule. Took the opportunity to have a coffee and a cake. Lo and behold not a cake in sight. Thoroughly frustrated I was but let it go quickly and decided to hang in there for the coffee. I like my coffee extra hot so asked for that. Coffee was warm. Total disappointment. Needless to say that I will definitely not ever again go to this McDonalds s..t hole. Or any other for that matter.

Our child has celiac disease and therefore needs gluten-free food. The staff really went out of their way to get our child something to eat, even though the gluten-free rolls were out of stock or out of stock.

Bought Serious Angus Burgers. The queue was good, fast service. Staff were cheerful and friendly. Sadly, the burgers were terrible. The "pinch" of seasoning ended up being patties drowned in salt and pepper. Inedible. Do not recommend.

The food was good, service didn't really count when you order from the screen and pick up from the counter with no interaction. The place was pretty dirty in comparison to the last time we were there.

Nice enough for a McDonald's. The staff didn't listen to order and seemed distracted by other duties. So they missed the request for 2 x Breakfast combo. So when order arrived we realized and had to order another. But she was apologetic and got the 2nd order up quickly.

A very impersonal experience now that they've remodeled the place. Order only possible by the provided screens and then wait for your number to be called. Next thing you gonna be served by robots.....lol. Burger factory at it's best. Don't like it at all.

We love early morning bike rides to keep fit and a coffee at Maccas is wonderful. Especially when there is a frost .They open Early in the morning and the gold card discount is super In fact it is the best gold card discount in NZ. The staff are so kind to a couple of oldies. Keep up the good work.

Relatively clean bathrooms and seating areas. You order at a screen kiosk without interacting with the staff. There's an outdoor playground for children and lots of seating inside. There might be some people playing music off there phones really loud, but otherwise it's not a bad place to eat. Prices are going up though...

Food was okay service was bad at drive through, maybe because they I went late. But still could have been better. Main reason for that was when I placed an order the shake was not available, they should have told when placing the order. Not after paying and reaching the food counter. Also, didn't get any sorry or as such just normal drink not even large for the money I paid.

Ordered 20 nuggets combo with sweet n sour sauce, was past a bag then person just walked away without saying she had gone to get rest of out order. Got home and only had nuggets and drink, no chips, no sweet n sour sauce. Person could have told us that rest of order was coming b4 we drove away. Communication would have been great.

Ordered a happy meal and extra large chips with a Sunday. Got the order missing the whole happy meal but got the Sunday and chips for $22. Tried calling but their phone is unavailable due to not being active.

Place is dirty and unclean Staff member just looked at me and carried on walking

New playground, fast friendly service, very spacious, staff need to sweep&mop more often & clean tables would be nice to sit at.

Ridiculously bad service. Ordered through the drive through, the visual screen was down and they didn’t repeat my order. When i arrived at window 1 they had managed to get my order wrong and won’t let me change it or place a new order unless i drive through again. I had two children in the car. Not ideal, sort it out

Stuffed up my order again... Even looked at it before I drove off and saw mayo so assumed it was the correct burger....but no. BBQ sauce was hiding and there was no tomato. At least the lettuce was fresh this time and not a week old limp lettuce.

I have to say, I extremely dislike the new interiors of the Napier and Hastings McD's. They are cold, sterile and uncomfortable. I was disappointed at the amount of rubbish on tables, and the floor, during my last visit to the Napier store. I cleaned our table myself, using the cleaning products left on top of a cabinet. The kiosks don't work properly, the scanners don't work, so no loyalty points awarded. There were no table numbers, so no table delivery, which meant people were crowded in front of the counter, waiting for their order. The poor servers have to yell out the order number, which is difficult to hear over people talking. It was better when there was a screen with the completed order numbers. I'd say they were short-staffed, as there was no love or pride apparent in my burger. Tbh, I was only eating there because it was convenient. No drink refills anymore. Not many reasons to go back ...

Order machines were out of printing paper, so the staff delivered the orders to people. I thought that was really cool as other towns have just made their customers try to remember their order numbers, when their machines won't print out receipts.

When do customers get told what they are allowed in there order. Drive thru lady tonight. Do your job. If I'm paying 47 bucks and had asked if you could change the burgers 🍔 I should be allowed them to be changed. We don't like big macs hence why we asked to changed to quarter pounders. Next time I'll come inside.

I ask for a seniors cup of tea and was advise sorry it will now cost, no matter I still order one but this cup of tea was Luke warm and had to be tipped out and the combo apple pie and ice-cream was a tip off ñot impressed

Food was okay. Nothing stuck out compared to other McDonald's restaurants. The lady who served me was lovely though. I also like that you can order on the screens as it means you're not rushed and it is really simple. Something I love about this McDonald's restaurant is how spacious it is.. It feels more hygienic having that space

This place has recently completed a complex up-date. They have completely deleted the McCafe coffee shop with their selection of great muffins, etc. If this is a company up-date, then they have missed the boat. VERY impersonal now. Won't be going there again.

Sam and Mana are two of the best MacDonalds employees I've ever seen. They went above and beyond with their customer service, had such impeccable attention to detail and were extremely caring to their customers. If this were my store, these two would be getting promoted!