McDonald's — Restaurant in Markham

Complaint Regarding Unacceptable Customer Service at Store 5898

Dear [Store Manager/Customer Service],

I am writing to express my disappointment and frustration over an incident that occurred this evening at Store 5898 Wednesday October 9th around 6:50 PM.

I ordered meals for my children and myself, received my drinks, and was asked to park in spot 1 while waiting for the rest of my order. Before driving off, I requested extra ketchup, which the staff acknowledged.

When a staff member brought out my food, I asked again if there was ketchup in the bag, and they assured me there was. Upon checking, I noticed there wasn’t any, and I informed the staff. She initially said she would go back to get it but stopped, saying it was radioed to her that there was ketchup in the bag. I showed her that this was not the case, and she went back inside to retrieve it.

Moments later, another staff member aggressively approached my car. When he reached me, I extended my hand for the ketchup, but instead, he grabbed the bag from my hand and rummaged through it. I asked him what he was doing, and he insisted that he personally packed the bag and the ketchup was at the bottom. I explained once again that there was no ketchup in the bag, and regardless, it was inappropriate to grab my food and search through it without my consent.

When I asked for his name and attempted to take a picture of his name tag for clarity, he covered it, claiming it was "not allowed." I explained that I only wanted to get the correct spelling because this entire situation was absolutely ridiculous—all over ketchup that was not in the bag. I proceeded to unpack the bag in front of him, confirming again that there was no ketchup. My children witnessed this interaction and became upset as a result.

I am extremely disgusted, disappointed, and upset that this incident occurred over something as trivial as ketchup. The male staff member (name tag: Abhlith) then suggested we "find a solution," but by that point, the damage had been done. This experience should never have happened.

I expect a follow-up on how this situation will be addressed, as this level of service is entirely...

They make us park and wait for our food every single time we go through the drive thru. Additionally, every single time we order they forget something (like fries), or mess something up (like giving the kids pop instead of iced tea). It is absolutely mind blowing how this literally happens every single time. I was in the service industry for years, so I try not to complain because I get that mistakes are made, but I have never continuously had so many things messed up from one place. I have 3 kids in sports, so I can't even say I will never go here again, heck, I will probably be here next week, and just hope history won't repeat itself, but it will. It always does. I hate this place. See you next week for a Big Mac, and some nuggets.

Edit: 2 weeks later - We came back for a quick breakfast, and to no surprise, they messed up our order again. Here is hoping for next time!

Edit: 4 weeks later - so we decided to try it out again, because one of my son's got to go for Mandarin with his summer camp, and the other 2 felt left out. To no surprise, one of my kids ended up with no fries, and had to share his brothers (this was a fun tantrum). I can't wait for next time! Best place ever!

Edit: I have lost track of how many weeks later. My son lost his baseball tournament in the semi finals, so my husband and I took the kids to McDonald's to turn those frowns upsede down (my kids were sort of sad too). Well, holy man, THE UNICORN!! EVERYTHING WAS IN THE BAG!!!!! Love this place, best place...

I am deeply incensed and utterly disappointed by the service I received. If an item is out of stock, it should be indicated as "sold out" on your app. Moreover, customers should be promptly refunded for orders they have already paid for, rather than receiving a random substitute they did not request.

The situation was handled poorly. After I was informed that my order was out of stock, instead of offering a solution or a refund, your staff simply handed me a different beverage. This was done blatantly in front of me, with zero regard for customer satisfaction. As soon as I opened the lid and saw the drink, I instantly knew it wasn't what I had ordered.

Upon returning to your premises to address this issue, your staff's first concern was not their error, but to question whether I had consumed the drink. After clarifying that I hadn't, to my shock, the untouched drink was put back to your serving table, to presumably be served to another customer. This reckless act disregards any health and safety protocols. Hypothetically, had I lied and consumed the drink, or if I was carrying a contagious disease, your action could have had severe implications.

To add insult to injury, no refund was offered to me. Instead, I was casually handed a glass of Coke as if that would solve the matter. This incident has led me to question the competency of your night shift staff.

Such service is unacceptable and requires immediate...