McDonald's — Restaurant in Edmonton

Lack of Basic Human Decency at McDonald Calgary Trail 10375 51 ave

I am writing to formally complain about an incident that occurred at your McDonald's location (Store #3870, 10375 51 Ave NW) at 12 pm . As regular customers, my two colleagues and I purchase breakfast from your restaurant every morning before starting our work nearby. We consistently choose McDonald's over other options like Tim Hortons. We purchased our breakfast from your restaurant as usual. Lunchtime; later that same day during our lunch break my two colleagues entered your restaurant purchased lunch and used the facilities. Immediately after they exited, I entered specifically to use the restroom so that I pee . I approached the counter and spoke to Rizwan. I politely explained my need to use the washroom. Rizwan refused me access, stating « I can’t let you in the washroom if you're not a customer or if you're not buying anything." I was shocked and deeply upset by this refusal of a basic human necessity. Rizwan reiterated that this was store policy. I returned to the counter to note his name tag and assured him I would not make a mess. He again cited "policy" as the reason for denial. I returned to my vehicle and explained the situation to my colleagues. One colleague, holding the McDonald's lunch and drink he had just purchased inside the restaurant, accompanied me back inside. Upon seeing my colleague visibly carrying his McDonald's purchase, another staff member unlocked the restroom for me. Furthermore my second colleague later informed me that he had also been allowed to use the restroom without issue earlier even before making a purchase then bought lunch after I came out washroom. Denying access to restroom facilities for an urgent biological need is unreasonable and inhumane.The policy as cited by Rizwan was applied inconsistently. Lack of Common Sense & Discretion: This experience has significantly damaged our perception of your restaurant and its values. I request that you take immediate action to address this issue and ensure that your staff is trained to handle such situations with empathy and discretion. I hope that you will take my complaint seriously and take necessary steps to prevent such incidents in the future. I am deeply disappointed by the selfish policy at this location. When I asked to use their restroom in a moment of need, I was coldly told by Rizwan « it is only for customers." Restrooms are a basic human necessity, not a luxury reserved for paying customers. What if someone has a medical condition (diabetes, kidney issues, etc.) and can’t "hold it" until after they order? This kind of policy shows a complete lack of empathy. Businesses that rely on community support should extend basic courtesy to the public, especially when it costs them nothing. Profit should never come before basic human dignity. Shame on the owners/managers for such a...

Honestly wish more then ever right now that I could just not even give them one star, but here we go anyways..

This location has got to be the absolute worst one in Edmonton. The staff have absolutely no customer service skills. I have gone here for years because it is right by my house and I can just walk to it. I've had a few issues over the years, but nothing that cannot be fixed. Until tonight. Tonight was the absolute worst service I have ever received.

I called ahead about an order I placed through the drive thru the night before for a poutine with extra cheese and extra gravy. When I got home however there was maybe a spoonful of gravy on my poutine. I called tonight after work about it and the call itself should've been red flag enough with how many times I was interrupted while explaining. I chalked it up to them being busy and finally got to the result I desired. A new poutine made when I came back with the receipt.

I literally left my house right after hanging up and walked down there, when I got there I had to practically argue with the other manager, Ian about when I had called and what the problem was. Thankfully the lady I talked to walked over and explained to him that she had promised me a new one as a replacement. The entire time I was dealing with him however he was giving me dirty looks. When the poutine was finished he practically tossed it onto the counter in front of me. I asked if this was the poutine with extra cheese and extra gravy and barely got a grunt for a reply. Absolutely atrocious behavior.

I check the poutine to make sure and am immediately calling the manager back over showing him my very dry poutine, with a chunk of FROZEN cheese curds in the center of it. Instead of fixing it properly he proceeds to argue with me that there is gravy and its good. There was gravy, barely any however and the cheese curds are frozen, utterly frustrated at this point, because they are arguing with me, I demand a refund. The manager, Ian rolled his eyes as he walked over to the till to refund me. This "manager" Ian has no business managing a food stand let alone a full Mc Donalds.

I am 100% completely done with this location at this point. I should never have to argue about a mistake they make that is literally staring them...

Our 4 year old granddaughters enjoy the play-place. Their small donuts are usually tough compared to Tim Horton's. The brownie cookie was almost rock hard. You could hear them crunch as the girls tried to bite through them. My wife ordered a small 2-cream 1-sugar coffee, and received a black coffee. I ordered 1-cookie, and received a chocolate mini donut. Plus, my medium double-double was completely missed. Based on our usual experiences at other McDonald's locations, this is NOT normal. This is the first time coming here since Covid restrictions were removed.

UPDATE Feb 6, 2024 Delivering customer service consistently, is typically considered a good thing. Returning today with our granddaughters, our orders (placed again at the front counter) were mixed up again. Based on 2-visits in 2-months, consistent errors at the front counter are consistent. Maybe its time to start using the self-serve...which doesn't always offer a good view of the muffins, cookies etc. that are available.

As shown on the attached photo, we requested "2-Orange" drinks for the 2-Happy Meals. Unfortunately, 2-Apple drinks were delivered to our table in the Play-Place!!! (Does this mean a simple error, or did someone else receive our drink order?)

Maybe its our fault, believing both Happy Meals were coming with HAMBURGERS, as our girls requested. Miraculously, 2-orders of PANCAKES were brought to our table. When I questioned the person who brought them (same person took our order on both visits), she said I had requested pancakes???

Looking on the bright side, both of our coffee and muffin orders were delivered perfectly. And both girls really enjoyed their play time, with the 11-other kids.

At this point, we're undecided about a return visit to this location. On the flipside, multiple visits with the girls to McDonalds at 2065 111 Street are always "error-free".

Based solely on our personal experiences, both locations are very "consistent" in their delivery of service.

UPDATED March 11, 2024 Great news.. our order on the 3rd visit with the girls was...