McDonald's — Restaurant in Hamilton

I am still in shock from what happened until now… my brother and I come every weekend to this location to pick up a soft serve ice cream cone and never had an issue. This Friday, March 28th at approximately 9:00 pm we went again and my brother ordered 1 soft serve cone in the drive thru. The girl on the speaker was super professional and friendly and we paid and the first window and drove up to get our cone from the second window. It was literally half of the size of the normal cone we get all the time from all locations. My brother hates conflict and was scared to complain but he just asked the girl at the window, “is this smaller than usual?” and didn’t take it from her because he was scared to complain and just wanted to confirm and the girl says “Nope it’s a perfect size” and my brother said “But I come here every weekend and other locations too, and I’ve never had this size” and she said “I can take the cone and put it in a cup for you instead” so my brother said “what do you mean? I am just talking about the size it’s smaller than usual, it’s okay I don’t want it” and we just wanted our money back and we didn’t want the cone anymore. The girl turns around while we are talking and closes the window and then a minute later we see another girl storming to the window and yelling at us (with a correctly made ice cream cone) saying “BY THE WAY HARRASSING HER TO GIVE YOU A BETTER CONE IS NOT NICE” and I couldn’t believe it so I said “is it harassment if we refuse to take something that isn’t made right?” And she slammed the window in our faces and stormed off. I honestly can’t believe that we were treated like this and accused of harassment just because we said the ice cream is half the size we normally get (and all of this for a 2 dollar cone is CRAZY to us 😂😂😂) - we were in the customer service business for the majority of our teenage years and use the BLAST customer satisfaction method (believe, listen, apologize, satisfy, thank) especially when customers are respectful and just point out that something isn’t made to company standard and the standard they are used to getting from us - ESPECIALLY if it’s over an item that costs two bucks. We don’t care about the money or the ice cream cone, but would appreciate respect, but unfortunately they failed in all aspects and we will not be returning. I hope no one would have to deal with those girls’...

This is my first time giving a negative review after living over 25 years in Canada (Due several errors by staffs of this location). At least 50% of the time, our orders are incorrect. Staffs do not focus on customer’s order(s), the way they should. Listening is extremely important for people who work in customer service. Today my wife went to drive thru with my kids, asked for egg and cheese sandwich (no meat). Once the order was ready, my wife asked the staff again “there is no meat, right”. She confirmed yes, “100% there is no meat”. My wife didn’t open the bag (to double check), because we had a large order. Plus she had waited over 15 minutes to get the egg sandwich. So she assumed everything must be good, because the staff verbally confirmed TWICE. Surely my wife comes home, we are ready for our dinner/open the bags and Kabooom, the meat is mixed with egg. My little daughter kept insisting that she wants her egg sandwich. We called the location, advised about the error in our order and the shift manager asked us to stop by and get another sandwich. I couldn’t stop my daughter crying, so I drove back (15 minutes drive) and arrived at the location and talked to this humble gentleman at the front (Possibly Jamaican Canadian). He was just a cashier I think and I asked for his manager. He went to the back to ask for manager to speak with me. Couple other girls told the gentleman “tell the customer, what’s your problem, what you gonna do”. I kept my cool and spoke with manager and she got one of her staffs to make new egg and cheese sandwiches (double cheese). After 10 minutes, the order was ready and manager apologized and provided me with the sandwiches. I opened the bag to double check, it was only one cheese and we clearly talked about double cheese. She apologized again and had to add cheese again.

I don’t have issue about a small sandwich (which is only $4 or so), but the problem is with CONSISTENT errors by staffs and the principle of appreciating your job and customers.

Anyways, We will try our best to avoid this location in future, as this has happened to us many times. We will try to pass this message to our friends and family as well, because we don’t want them to experience the...

March 20, 2025 Update. DON'T GO! I would never go here again but my boys thought they'd treat me to a couple of chicken snack wraps with NO ranch sauce. Of course they were drowned in ranch sauce and inedible. After several trips to this McDonald's and trips through the drive-thru, I have the distinct feeling that the people at this location just don't care. There have been a number of issues, and I just won't go back there. 1) I was in the drive-thru and had placed my order. And then I waited, (as did the people in the two lanes of traffic behind me) and waited and waited. After ten minutes of waiting, I called the restaurant and got the answering machine. I called back again ~ same thing. We waited for over 15 minutes. When I finally got up there I asked what the issue was. I was told that their debit machine was down. Fine, that happens, but I don't understand why they wouldn't have after a reasonable amount of time had passed, had someone come out and let the people in line know. It's not like we could drive away, we were captive basically. It would have just been common courtesy. 2) Twice now I've had an Egg McMuffin with egg shell in it. There is nothing worse than biting into an egg shell. That's just a lack of paying attention to what they are doing. And lastly, the chicken snack wraps. How hard can it be to wrap them? On a number of occasions, I've gotten home only to find that they wraps were loosely wrapped and some of the contents are in the bag. I think we've given them enough chances and just will not visit that location in future. (They did offer to replace the Egg McMuffin, but I'm...