Security and lack of customer service

Dear McDonald’s Honey Ridge Management / Customer Care,

I've writen to you 3 times via mail. I've sent logged a complaint twice. I've made contact with an employee that works as McDonald’s headquarters and still no response on the below!

I am writing to formally raise a complaint regarding a theft and assault that occurred at the McDonald’s Honey Ridge branch on 15 February 2026 at approximately 5:30pm .

My boyfriend and I were inside the restaurant attempting to place an order using the kiosk and scan the McDonald’s app. While standing inside the store, a man dressed entirely in black approached me, struck me, and forcibly grabbed my phone from my hand. A white Audi was waiting directly outside the entrance, clearly positioned for a quick escape, with the door open and engine running. The vehicle was parked in clear view of the store entrance and within visible CCTV camera range. The individual ran directly to this vehicle and fled the scene.

My boyfriend ran after the vehicle for approximately 100–200 metres. During this time, several cashiers and food servers reacted quickly and ran outside in an attempt to intervene, with two women even picking up rocks in an effort to stop the car at the traffic light. While I appreciate their immediate instinct to help, the vehicle did not stop and managed to escape.

Upon returning inside the restaurant, however, the response from management was extremely disappointing. The manager on duty offered no meaningful assistance, no attempt to de-escalate the situation, and no clear guidance on next steps. When we asked for help regarding CCTV footage or contact information, we were simply told that only the police could access the footage.

While I understand there are privacy and legal processes involved in releasing CCTV footage, I had just been physically assaulted and ****** inside your establishment, in an area clearly covered by cameras. I expected a more proactive and supportive response from management in terms of:

Clear guidance on the formal process for footage retrieval

Immediate incident documentation

Assurance that footage would be preserved

A sense of care and crisis management

Instead, we were left feeling unsupported and unsafe.

As a customer, what concerns me most is not only the crime itself — which can happen anywhere — but the lack of structured crisis response from the branch management. This has left me questioning whether the footage will be preserved, whether it will be provided to the authorities promptly, and whether appropriate safety measures are in place to protect customers in the future.

I request the following:

Confirmation that all CCTV footage from the time of the incident has been secured and will be preserved.

Written confirmation of the procedure for law enforcement to obtain the footage.

Confirmation that the incident has been formally logged internally.

An outline of what measures are in place to improve customer safety at this branch.

I would appreciate a prompt and professional response.