McDonald’s continues to find itself in a pickle, after having been bombarded with angry Facebook comments by dissatisfied customers.
When A+M contacted McDonald’s Malaysia yesterday with questions on the situation, the fast food giant replied with the following comment by head of marketing Melati Abdul Hai. It read :
We thank our customers for their overwhelming support of the Happy Meal Despicable Me 2 promotion. We have actually brought in a larger quantity of stocks for this promotion compared to previous promotions. However, customer response to the promotion has been overwhelming.
Our promotion mechanics are standardised across all our restaurants, and we will continue to ensure proper execution to meet our customers’ needs. We apologise for any inconvenience caused and are rectifying the highlighted situations with the restaurants concerned to prevent a future occurrence. Please be assured that we take our customers’ feedback seriously and are communicating with our customers to address their concerns.
In an attempt to cushion the blow, McDonald’s eventually replied to its customers on Facebook late yesterday, saying:
Thank you for your feedback and overwhelming support of the Happy Meal Despicable Me 2 promotion. We understand that many of you have been trying very hard to get hold of the toys. We would like to take this opportunity to clarify that the Despicable Me 2 toys are available with the purchase of a Happy Meal whilst stocks last. We take your feedback seriously and are addressing your concerns with the restaurants.
Today, A+M contacted McDonald’s and again, our questions were left unanswered, only to be given this statement:
At McDonald’s, we place the customer experience at the core of all we do and we view all forms of customer feedback seriously.
Following the overwhelming response to the Happy Meal Despicable Me 2 promotion, we wish to assure our customers that we are listening to their feedback and will respond accordingly. We also conduct due diligence to ensure the accuracy of posts on our Facebook page prior to issuing a response.
We would like to reiterate that this Happy Meal Despicable Me 2 promotion was designed to be part of our Happy Meal offerings, as families and children are an important consumer group to McDonald’s.
We apologise for any inconvenience caused and will continue to ensure proper execution at our restaurants to meet our customers’ needs.
While customers appreciate McDonald’s’ statement, albeit a bit late, customers are still none too happy about the whole incident.
Did McDonald’s do enough? And did the ‘one size fits all’ apology statement cause more harm than good?
With its social media handled in house, it is clear that McDonald’s is in dire need of a better social media manager and a more efficient operations system to avoid such situations from happening.
This is not the first time this has happened, as McDonald’s Singapore is also currently facing a similar situation.