McDonald's — Restaurant in Coquitlam

I always come to this McDonald's because it's close to home, but just had a terrible experience this time. I reached out to McDonald's to reflect this and hope they can improve, but the reply I got was not one of improvement, only an apology. Really disappointed in management.

Here's the blurp I wrote to them: Firstly, McDonald's mobile ordering was faulty at this location. I ordered ahead of time and when I arrived, the app said there was an error and to go to the counter for service. I went to the pickup counter and was re-directed to the order counter (lineup of at least 10 people). Spent 15 minutes in line, and cashier had no clue where my mobile order was. After another 15 minute conversation trying to clear up my order, I just showed her my app to replicate the order (language barrier it seems). Improvement could be to properly train staff on mobile orders and better support with the mobile ordering (fix up the kinks and errors).

Secondly, when I got home, I was disappointed to find that the burger I ordered had half the cheese sticking out of the box and the burger poorly assembled in disarray. Knowing that I hadn't jostled the bag much on the drive home, it was surprising to see my burger in such a mess. I know it can get busy, but it would be beneficial to give staff more training on how to assemble a burger to certain standards (have the burger stacked rather than a mess of bun and ingredients in a box).

Lastly, I was super excited to try the new fish and chips. To my dismay, I got home and opened the box and saw a poutine. Definitely not part of my order and no fish was to be found. Frustrated, I drove back to the McDonald's in pouring rain to ask for my fish. The staff questioned my query of the missing fish, but quickly gave me the fish after I showed them the receipt and I was on my merry way. On my part I could have checked my order at the restaurant, but when someone goes for takeout, usually we're trying to minimize the time needed to spend at the restaurant. Staff could be properly trained to check...

This is specially for General manager (Mina). I have talked to you multiple times due to very bad management that I faced in your store, but today I wanted to congratulate you with hiring -Pegah-. What amazing customer service she provided to me today. Honestly, this was the best level of service I have ever received in any fast food. I can tell the level of customer service was in a level of a high end luxury dine in restaurants. There was a big mistake that happened at the drive thru by one of your employees and after I got to the payment window, I saw -Pegah- already there to make sure there is nothing to get mistaken, she actively listened and apologized to me for the mistake without me even get upset, so at the point that I found that I have been taken care of to get the right food, I was even thinking about time, mistakes and getting angry. It was an amazing feeling I have received when I got taken care of not only for the money that I paid extra and the wrong sandwich, but she kindly provided me with free apple pie and asked me to keep the wrong sandwiches even though I didn't order them. As a long term manager in retail, I want to thank you (Mina) for getting amazing people like -Pegah- hired in your team and thank -Pegah- for her amazing service. I want to let you know that I just bought my items less than half an hour ago, but I found it will be so unfair to not mention this to everyone with this level of customer service. Thank...

This was the McDonald's Restaurant that I have not visited since the pandemic which is almost two years. Beforehand, my special needs son and I were regular customers there over twenty years practically every day during his middle and high school days. This location was a community place for all ages and the owner and his family were an integral part of that atmosphere with the staff well trained and prepared to offer the best results for a fast food restaurant. What I had witnessed recently though was a restaurant that was reminiscent of an X-Files episode with full automation in place and an empty restaurant at 7:00PM. The seating arrangement had been reduced by at least half as I had remembered previously. Anyway, as for the food, I had ordered with a human being and asked for extra condiments because lately other fast food restaurants have been cutting back on what dresses the burgers such that customers like myself sometimes bring our own condiments! What I got back were two McDoubles with buns pressed inwards with two dry patties and practically no sauce like a robotic machine had a malfunction like that X-Files episode. I really thought I was on the movie set witnessing the horror of a futuristic world! I had given two stars for the memory of the past performance of the owner and his family and for that of the dedication and effort of the...