McDonald's — Restaurant in Kitchener

Sent my wife into the restaurant to order a coffee for me because there was hardly no one in there but the drive through had a long line. Thought this would save gas and the environment as well as being quick because we were in a hurry to get to an appointment. She was in there for 15 minutes when I finally went in to see what was taking so long. I could have gone through the drive through twice. So when I went in my wife was still waiting. They were so busy with looking after the drive through it appears that they were neglecting those inside. However I kept seeing people going in and coming out with coffee in their hands and they had gone in after my wife. Our problem it seemed was we ordered decafe coffee and they kept running out and telling us we had to wait while they made more. We finally settled for regular because we had now been there 22 minutes just to get a coffee! And even then, after an elderly woman showed them they had skipped right over our order the girl bypassed us again to serve another person and had to be told again. And then she put cream in my BLACK coffee! Thank God we didn't order food this time! I'm sure that would have probably taken another hour and who knows what we might have or have not gotten with the way they operate., This was rediculous. If it wasn't the only Macdonald's near our home I would certainly not be going back to it. But next time I want a coffee in a hurry I'll be going to Tim Hortons, even though I like the MacD's coffee better. Perhaps you had better provide some teaching classes for your staff. This was the 3rd time this week I had a problem in this MacD's. One of those was when there was a young, petite cashier who. Aa s actually working and 4 older girls chatting and working by the drive through, but mostly chatting. Anyway, the cashier was looking after more customers and no one was preparing orders. So when I asked if someone was going to get my order, because I was once again waiting an excessively long time, while the other girls were busy giggling, so the cashier politely asked one of the other girls to help get the drinks for those of us waiting at the counter, one of the older girls told her to do it herself! So, that polite little girl not only had to work the cash but also fill all of the inside orders as well so that the other girls could continue doing nothing that pertained to their work. It's unfortunate that I even need to give this Macdonald's a rating of 1 because it deserves less. However perhaps the 1 is for the young cashier. She actually deserves a 5 but she was the only positive part of my MacD's experience this week. Another time I went through the drive through and was told they ran out of coffee and had to make more. So I was asked to pull ahead and wait. Once again I watched car after car come thither drive through as I waited 10 minutes for someone to finally bring my coffee out to me. Again, my order was forgotten until someone noticed my truck parked in the pick up area. One last note, if you're going to sell coffee, try ordering cups to put it in. They ran out of both large and extra large cups early in the week. So, once again this comes down to training your staff how to order products and then provide proper service. I'm not surprised this location does not have a good rating. Well, I suppose when your ratings are so low then hopefully they can only go...

2nd Edit: To Lisa, Dilpreet & Ross 💌. Lisa you are the kindest person who sorted out the shortest transaction with the best personable customer service skills reminding me to check my app for the best coupons for my food purchase!! 🍟 Ross the manager working at the time (on Aug 15th) was so smiley 😃 as well & Dilpreet cashier was nice when complimenting an item of mine, thanks guys, you rock 🎸

Edit: I always have the best experience when Johnny’s working. He runs things smoothly and is great at a managing orders as they come through. It’s fast and efficient having someone like him in charge. It doesn’t hurt too that he’s real friendly to everybody that comes in & is always greeting people with every interaction.

Update: Thank you Komal for resolving my issues in a positive & friendly manner. I had an incident today at this location that was surprising to me, as I have lived in Williamsburg for 9 years now & have never ran into a real issue at this establishment. However, today as of June 7th I had sent someone by to make & pick up an order as I was busy doing some work on my vehicle. I had asked them to ask for extra toppings that normally come on the Mcdoubles (as I regularly get this every time I drive by, just to give me more satisfaction when going in to devour it.) 👌🏻 When ordering 4 Mcdoubles… an employee (I’m guessing new in training) had racked up the bill in extra charges by selecting many toppings that don’t even come on the Mcdouble originally.. when going to construct it. It actually even accumulated to about 100% of the cost of the burgers themselves (by them having selected random various toppings.) 😒 I was very disappointed, as everybody who eats or even works at McDonalds should know & realize that a Mcdouble is simply a slice of melted processed cheddar cheese between two 100% Canadian beef patties, topped with pickles, onions, ketchup and mustard on a toasted bun. 🍔 *Or like stated exactly on their website lol. 🍟 So why in the world would they add other random toppings that don’t normally come on the burger (& for example choose toppings that come on the Junior Chicken or Quarter Pounder) & like I stated earlier then rack up charges accumulating to the cost of 4 Mcdoubles themselves. 🤔 Komal is a good manager… because as I noticed the error I contacted the restaurant immediately & then brought back the receipt to work out the matter, she was there to make things simple & cleared up everything in a matter of minutes. Thank you Komal. I just wanted to recognize good customer service & professionalism when it comes to the way you approach customers. 🙏🏻 I am happy to have this Mcdonald’s in my area as I am met with other great food service representatives as well like Julia & even Sajith (who has assisted me with my regular iced coffee orders in the past aka the extra liquid sugar, extra loads of cream girl, lol.) Take care...

Literally the slowest, improperly supervised, poorest customer service McDonalds you'll ever go to. You get a few good and speedy times when there's a well trained manager working. But most of the time, especially in the evenings, the drive thru is a 15+ minute wait. Let's try going inside? No one ever cleans, garbage is always full, tables are sticky and dirty and it took on average 15-20 minutes to get our food. Doesn't matter if you're getting a full meal to just a small coffee. Prepare to wait just as long.

I understand if you're busy, short staffed or really just the backend can't keep up with the demand at the front but literally you see a manager just standing in front of the fries machine with 5 other girls just talking away while ONLY one girl in the back making the food and two people running back and forth getting drinks and taking orders for the front counter and for the drive thru.

Oh and I forgot to mention the poor girl that's constantly trying to clean and take out the garbage in the dinning room as it leaks all over the place and these wannabe gangsta kids literally just throwing garbage on the ground as she's sweeping around them. Help? All of them just laughing away with the manager as their hardest working staff is being mocked by the gang of kids in the dining area.

Manager? Just chilling with the other 5 useless girls laughing and talking waiting for the one in the back making the multi orders.

Really need a higher or more mature managers running this place. Pardon me, I'm sure there are great ones, just maybe coincidentally I always get/see the ones laughing and just standing there not really...