McDonald's — Restaurant in Calgary

Beforehand, I want to mention that we have a video of this incident happened today October 22nd 2024. Because of the interaction on the phone we decided to record our conversation in person with the restaurant representative, who was claiming to be the manager.

The story: At 12:50 am, I went through the drive-thru and ordered three burgers (a double cheeseburger with no onions, a McDouble, and a McChicken), a medium fries, and two apple pies. I spent 15 minutes waiting for my order, but that was fine. The employee at the window didn’t say a word to me—just took my payment and handed me the food—even though I greeted them, said thank you, and wished them a good night.

When I got home to eat with my boyfriend, we were shocked because the entire order was messed up. The medium fries were half-empty, the McChicken was missing one of its buns(the bottom bun) the double cheeseburger didn’t have pickles, and the McDouble was missing cheese. The only things they got right were the two apple pies.

Honestly, we weren’t even surprised at this point because almost every time we order from this McDonald’s, there’s something wrong. But messing up the entire order? That was too much. We wanted to express our dissatisfaction and ask for a credit for a future order since driving back at 1 am, in the snow, during winter, wasn’t an option. We tried calling the restaurant for 20 minutes, but they wouldn’t pick up.

Both my boyfriend and I work in the restaurant industry ourselves (my boyfriend is a manager himself in a high-end restaurant), so when they finally answered, we kept the conversation calm and respectful, even though by then we were quite upset. However, the night shift manager was incredibly rude and disrespectful. She didn’t want to listen to anything we had to say, and continued to interrupt us with a disrespectful tone asking what we needed(like it was a disservice to call). As soon as we mentioned there was an issue with the order, she started interrupting us and repeatedly claimed that the problems we described were, quote, “impossible.” She repeated this countless times, yelling into the phone.

She insisted it wasn’t possible for the McChicken to be missing a bun, for the McDouble to not have cheese, or for any of the other issues to happen. Every time we explained something, she just dismissed it, which completely devalued us as customers and showed how little she and her team cared about their mistakes.

Then, she started accusing us, saying we must have customized the burgers that way when we ordered them (Seriously?) The entire conversation was just absurd. All we wanted was to have our issue acknowledged and resolved—something that would have taken a minute. A $20 credit for a future order is nothing for a corporation like McDonald’s. Was that really so difficult?

Instead, she refused to provide any credit, insisting that we had to drive back so they could remake the order. At 1:30 am? By this point, it felt like she was mocking us. After half an hour of trying to resolve the issue over the phone, she accused us of trying to scam them, claimed we had called before with complaints (what on earth?), and then hung up on us.

I was so shocked and frustrated that I grabbed my keys, the messed-up order, and drove back to the restaurant. I had eaten one of the double cheeseburgers because I was starving after a long shift at work, and I’d stopped at McDonald’s on my way home.

What happened at the restaurant was even more ridiculous. We stood outside in the snow and freezing temperatures trying to explain that we had just spoken to her on the phone. Her tone and attitude remained just as rude in person. We didn’t raise our voices or say anything disrespectful, but she was yelling at us the entire time. She said she couldn’t refund our money or remake the order because one burger...

If you truely want to make a complaint call ENVIRONMENTAL PUBLIC HEALTH at ALBERTA HEALTH SERVICES. THEY WILL TAKE ALL COMPLAINTS SERIOUSLY! I haven't been inside a McDonald's for at least 10 years and when I went inside this location it was absolutely filthy and disgusting and reminded me of why I don't go to McDonald's for anything. Every single table was dirty from previous customers and it looked like the place has not been truely cleaned in a decade. The beverage area had no napkins, ketchup, straws, lids for cups and was completely empty. The windows on the play area walls are so dirty and looks like the windows haven't been cleaned since the installation. There was dried up spit on the inside exterior window at the table I sat at that looked like it had been there for 3 years. All in all extremely poor dine-in service and I will simply never return to any McDonalds ever again and spend my money on anything else other then this atrocity of an establishment food chain. Yes, I will be calling your corporate head office and mailing a formal complaint and look for a follow-up as this is unacceptable and unsafe for everyone who dines in at this location. I would never return even if it was cleaned. Go to get Albert & Walter across the street and they will give you way better service. The human I was with said the crack macs McDonald's downtown was cleaner and that is crazy for someone to say. I have lived in Dalhousie for 40 years and have never seen any establishment around or in the crowfoot area operate a business like this. This is the nastiest establishment around hands down. I will call 311 and make a complaint with them as...

Update: They still keep forgetting items or are making them incorrectly constantly a year later. 5 TIMES in a row I was given cheese on quarter pounders when I ordered the no cheese variant. That doesn't include the countless times they've added cheese on a no cheese burger throughout the past 2 years here and there. Today, They gave me a medium fries when I ordered a large. They forget packets of mayo THAT I PAY FOR constantly. They still forget to give me fries sometimes and 1 time my big mac was literally a sandwich with the middle bun taken out and left on top separate from the rest of the sandwich. Honestly did not care much about the big mac but it just goes to show the level of skill and thought (or lack thereof) that goes into this location. Also a surprisingly amount of homeless people stay at this mcdonalds. They sit outside the drive thru, sit in front of the store, and one time I went to use the bathroom and there was someone high off their minds in the men's stall tweaking. Had to get him to leave myself and the dude left a syringe on the ground. Don't bother with this location.

Went to drive through and they forgot a jr chicken and packets of mayo. This isn't the first time either. The last time i went, they forgot a large fries. Keep in mind I was billed for this after adding up the price, and it was on the screen when i was ordering, and for some reason they don't give receipts by default. I don't know how this...