By Isle of Wight Observer
Island residents using the McDonald’s mobile app are being urged to double-check their order locations, following a wave of frustrating incidents linked to the fast-food chain’s new Newport Retail Park branch, on St George’s Way.
Local customers attempting to order for collection, at the long-established Newport South Street store, report that the app is automatically routing their orders over a mile away to the new St George’s Way site. Despite GPS tracking confirming customers are nowhere near the new drive-thru, orders cannot be cancelled. Hungry patrons are told by staff that food is “already in the kitchen” – contradicting previous in-app notices which state processing only begins once a customer arrives.
Frustrated residents who visited the South Street branch to resolve the issue were told cancellations must be handled through the app. However, users attempting to do so have found themselves trapped in a digital dead end. McDonald’s customer service channels appear to be entirely managed by an AI virtual assistant. Users report being forced to answer an endless loop of automated questions for basic details – such as verifying information that could easily be checked directly via the account’s purchase history.
With in-store managers unable or unwilling to offer refunds, and the automated support system providing no human resolution, affected customers are left out of pocket, unable to collect their food without facing a long trek across town.
Islanders are advised to check their selected restaurant carefully before checking out to avoid losing their money to the unyielding app system.
The IW Observer reached out to McDonalds press office on Wednesday, but did not receive a response prior to going to print.
Have you had a problem with McDonalds taking your money and refusing to refund? Let us know – email sandy@iwobserver.co.uk.