McDonald's — Restaurant in Ottawa

McDonald's Customer Service Needs a Better Approach to Mistakes

I usually wouldn’t leave a review like this, but after Google prompted me for more feedback, I felt it was worth sharing my experience.

I recently had an issue with a McDonald’s order and reached out for a refund. The solution I was offered didn’t make sense, as I rarely visit this particular location and wasn’t anywhere near it at the time. When I explained this, the employee asked me what neighborhood I was in—as if testing me—before finally acknowledging that my location was far from their store.

After a frustrating back-and-forth trying to find a reasonable resolution, the only option they provided was mailing me some “free coupons.” To be clear, they weren’t free—they were merely an attempt to make up for an order mistake. It felt more like a workaround than true customer service.

Now, I don’t know if this was an issue with a misinformed employee or just poor policies in place at this franchise, but either way, mistakes happen—and businesses should have better ways of handling them. While it was just a $5-$10 sandwich, the principle is what matters. Good customer service means acknowledging errors and providing fair solutions.

What made this even worse was seeing my son’s disappointment. He’s a child, and children get excited for McDonald’s—especially when their parents don’t buy it often. That moment could have been handled better, and I hope McDonald’s takes the time to improve how they address...

I've been to this location four times since moving to Ottawa. Each time was absolutely terrible and we waited in the drive thru for 20-30 minutes. Which is not FAST food!!!! Each time the order was wrong and the food was COLD. I received spicy chicken nuggets instead of regular chicken nuggets on one occasion. The next occasion, they added and charged me for a large fry which I did not order. After that I should have learned. I went for McFlurry's one evening at 9:30pm. After waiting 20 minutes just to order, I was told I couldn't order a McFlurry. I ordered two sundaes and a medium fry. When I received my food, I was handed one sundae. I told the employee I ordered two and he told me I was charged for one and that he'd have to process the payment. Which I was willing to pay for, however I should not have had to use debit twice for their mistake. Especially, after waiting for 30 minutes at 9:30pm. Not once did the employee apologize for the inconvenience either. Since it has been awhile since going there, I decided to give it one more chance today. I ended up wasting 30 minutes in line, eating cold food and wasting a McFlurry because it was disgusting. I could tell without even tasting it that there was something wrong as the colour and consistency were off. It should not have been served. I don't know if the location is understaffed or what the problem is but it is completely ridiculous to have bad...

So, I had to do a #2 after eating....No Toilet Paper, after walking to the counter(with feces still on myself) I was told "just one minute sir" after stating to the order taker that I had just used the bathroom and there was no toilet paper...then, so disenfranchised, I saw an employee cleaning the windows, I approached him, and explained there was no TP, and to my dismay, the young man said..."ummm, yeah, I'll do it after I finish the windows"...I almost lost it...I said . "The windows are not a priority....I have feces on myself, and you aren't even offering me paper towels that you are holding in your hand"...I retreated to my vehicle and called McDonald's Corp to launch a formal complaint....Still have not been contacted....I haven't eaten McDonald's since.. and never will again....This location is terrible....but I will never give my hard earned $$$ to a corporation that supports such negligence, and I will influence everyone I know along the way to steer away from the clown shoe restaurant... it's my mission now. Boxing day 2023,Just came here, first time back since the toilet paper issue. I guess I didn't escalate it enough last time because nothing has changed, 11am and no...