McDonald's — Restaurant in Kitchener

I recently had an incredibly frustrating experience with the McDonalds at 1020 Ottawa St N in Kitchener where I’ve been a regular at for over 20 years. What started as a simple visit for a coffee quickly escalated into a series of issues that left me deeply dissatisfied with both the service and the way I was treated.

It all began early this month when I ordered a coffee. The person making it was wearing street clothes, which struck me as unsanitary. After taking a sip, I noticed something foreign in the drink — it appeared to be a piece of fabric or lint from their clothing. Disgusted, I called the head office to file a complaint, as I felt that the restaurants hygiene standards were clearly compromised.

Instead of a simple apology, I was told later that same week by a manager that I was now banned from that location. According to the manager, this was because I had made a “false complaint,” which is completely untrue. My complaint was legitimate, and I was treated like a criminal for raising a concern.

Things only got worse when my adult daughter and 12-year-old son tried to visit the McDonalds the following Monday. The same manager told them that they, too, were banned from the establishment. This was not only baffling, but also completely unfounded. My son, a child, that had nothing to do with this situation, was banned for no reason. What if he was to be invited by a friend to go there? Is he supposed to tell them he can’t because his mother made a complaint and got banned for it? To make matters worse, my daughter had already placed an order through the app and, after waiting nearly 20 minute, was unable to get a refund. When she contacted head office, they couldn’t issue a refund but instead gave her loyalty points, which is hardly an adequate resolution.

As a customer who has supported this business for over two decades, I’ve never caused any trouble or raised complaints without reason. I’ve always been respectful and patient, but this experience has left me questioning how they handle their costumers. When I tried to get help from head office, they told me they couldn’t intervene because this McDonalds is privately owned and that the owner already knew and agreed with the restaurant’s decision. It seems like this lack of accountability allows for poor management and customer service to persist unchecked.

I’m beyond disappointed, l wouldn’t recommend this location to anyone else. I have a large personal and professional circle and have made all of them aware of this situation and all agree with me that the way all of this was handled was highly unprofessional and have all decided they would not be returning to that location or any of the two locations owned by the same person. If you value good service and respect as a customer, you may want to consider...

Worst location I've been to in a long time. I go to this store often as it's close to my house. They are very unorganized to say the least. On at least 3 separate times I've went in I've waited half an HR for my order while others who ordered after me had their food before me. I have my order b wrong or have had hair in my food. Went in tonight and burgers were made sloppy and not even really rapped let alone next to no ketchup or mustard and really dry bacon over cooked never really want to go bk. It's sad that it's come to the point I need to check my order before I even leave the store. This location recently had a face lift in the last yr but hasn't changed how much they screw up orders or how they make u pull off to the parking spots to avoid their times going up. How this location is still open after being posted for how dirty it was surprises me. We ordered today and once again they messed up an order then proceed to call my 6yr old a lair. His burger was to have bacon on it and didn't, I watched him open it and check i even checked myself and it wasn't there. I gave him the bacon off my burger when we called oh I checked the video uh huh that takes more then 30sec to do for one n for 2 my burger had bacon on it n how many others are being made around the same time. So I say again face lift did crap for the shitty customer service and long wait times, for how long the wait can be there shouldn't be these makes. Let alone the factor that they go against health and safety having ppl working with food wearing fake nails and lack of hair nets cuz believe u and me I've had my fair share of hair in my food from this location, plus if u go in late enough u catch their staff members swearing. This location needs a staff over haul for sure n to make fewer mistakes n be cleaner...

PLEASE READ!I don’t understand how this McDonalds location, can mess up so many times on their orders. This morning was my tipping point! I ordered a sausage Mc griddle combo, no egg, add cheese, with two hash browns and a large orange juice, along with a bacon and egg, Mc griddle combo, with a medium apple juice. They started off wrong with passing me a medium orange juice. When I advised them it was the wrong size, they gave me a new one and then parked me to wait for the rest of my order, it wasn’t busy at all, but Okay no problem. After 5 mins of waiting they came out. I checked the bag and noticed that I was still missing a hash brown. I went back into the store and advised the till worker, that I am was still missing a hash brown. They gave me the hash brown and I went home to eat with the wife. When I got home and ready to eat, we found out the order was still wrong!🤬 they gave us a sausage and egg Mc griddle, instead of bacon and egg Mc griddle. On top of all that, the orange juice was completely watered down, which I still don’t understand how that is possible, since I worked at Mc Donald’s, for 3 years back in 2004-2007. I never complain and I can understand when people make mistakes. But this was a whole another level of pure stupidity and unnecessary. Even the receipt was correct and none of this should have happened, if only they were paying attention. It wasn’t even busy, so there is no excuses why this happened. This is not the first time this has happened here. The store Manager must complete investigate this occurrence. As this is Very frustrating every time I come here. This always happens far too many times, then it should happen at all! Please investigate. Order number 60, trans# 1LNX2L04DF On December 31,...