MCDONALD’S Malaysia has lodged a police report following a recent incident where a customer claimed that a staff member at an outlet had charged him for extra packets of chilli sauce.
According to the restaurant, internal investigation had revealed that there was an “initial oversight” on their part when the customer was unintentionally provided with an insufficient amount of chilli sauce.
The issue was, however, resolved when the staff had promptly provided additional packets of chilli sauce when requested by the customer.
“However, at that point, the customer became extremely irate and verbally aggressive towards our staff,” the restaurant related in a statement yesterday evening (Sept 26).
“The customer insisted on paying for an additional 10 packets of chilli sauce and urged our crew to issue a receipt for this purchase.
“Despite our crew’s attempts to clarify that chilli sauce is provided free of charge, the customer angrily insisted on being charged for the 10 packets.”
A McDonald’s outlet in Taman Buaya, Melaka had recently come under fire for charging a customer for extra chilli sauce.
A netizen, Saiful Adly Abdul Wahab, had taken to social media to express his disbelief after being charged RM10.60 for 10 packets of chilli sauce when traditionally customers at McDonald’s in Malaysia have been provided with extra sauce packets free of charge.
In a separate Facebook post to clarify, Saiful explained that he had already purchased food from McDonald’s but later wanted extra chilli sauce.
He said since he had ordered four burgers, two wraps and four French fries, he felt it was normal to request for an extra 10 packets of chilli sauce. However, he was taken aback when he was told he had to pay for the extra condiments.
After indicating his willingness to pay for the additional packets of chilli sauce, he said he had then requested for a receipt in order for him to lodge a report to both the police and the Domestic Trade and Cost of Living Ministry.
In response to this, McDonald’s Malaysia further expressed its disappointment with the customer’s actions who not only “displayed aggression” towards the staff but had also posted “inaccurate information” about the incident on social media.
“We have reported this incident to the police to ensure the safety of our crew in light of the customer’s aggressive behaviour,” it added.
“We would like to reiterate that McDonald’s Malaysia offers all our customers chilli sauce at no additional cost.
“Additionally, at McDonald’s Malaysia, we hold our crew members in high regard as frontliners who consistently strive to deliver exceptional service to Malaysians at all times. Their welfare and wellbeing will always be our utmost priority.” – Sept 27, 2023