‘Not Lovin’ It..
McDonald’s outlet in the eastern part of Singapore has sparked controversy after throwing away a woman’s takeaway food just 30 minutes after she placed the order via the McDonald’s app. The incident took place on December 29, 2024, when the woman, identified as Leen, ordered S$19.40 worth of food using the app at 11:54am.
When Leen discovered that her husband was delayed and wouldn’t make it to the restaurant in time to collect the food, she hurried to the store, only to find out that her items had been discarded. The outlet staff explained that they were simply adhering to a policy. When Leen attempted to request a refund from the manager, she was unable to receive assistance.
Seeking further redress, Leen contacted the McDonald’s help center, hoping to secure a refund. However, McDonald’s responded that they could not entertain her request for reimbursement, stating, “If a customer did not collect the order on time, the prepared food item will be disposed of for quality and food safety reasons.”
Expressing her dismay, Leen highlighted the lack of clarity regarding the collection timeframe for orders, indicating that neither the McDonald’s app nor the frequently asked questions section on the website provided specific information about the duration within which orders should be collected to prevent disposal.
In response to queries from Mothership, a McDonald’s spokesperson clarified that customers are encouraged to collect their food within 10 minutes of it being served and ready for collection, adding that app users can receive notifications when their order is ready to ensure the freshness and safety of their food.
