McDonald's — Restaurant in Richmond Hill

Urgent Complaint Regarding Poor Drive-Thru Experience – Request for Management Attention

Dear McDonald’s Management,

I am writing to formally express my disappointment regarding an unacceptable experience I encountered at your drive-thru during the early morning hours, around 2:00 AM. The incident involved a supervisor on duty (Chinese male with short hair and glasses), whose behavior was not only unprofessional but also dismissive and discourteous.

As I attempted to place my order, I was rushed and cut off mid-sentence by the supervisor, who seemed impatient and unwilling to allow me to complete my request properly. This interaction lasted no more than 10 seconds, primarily due to a frozen digital menu monitor that delayed my ability to order efficiently. Instead of understanding the situation, the staff member displayed visible frustration and insisted I hurry, stating he “had no time.”

Concerned by the uncalled-for attitude, I politely asked if something was wrong or if I had done anything to offend him. He responded by saying he was having a tough day and was short on staff. While I empathize with the challenges of the job, this explanation does not excuse treating customers with disrespect.

As a form of compensation—or perhaps as an afterthought—I was given a large fries instead of the medium I ordered. At that point, my own frustration and disappointment led me to discard the meal entirely, despite having just paid over $20 for what was meant to be a simple late dinner after a long, exhausting day.

This experience left a negative impression, especially given the timing and circumstances. I expect a minimum level of courtesy and professionalism from McDonald’s staff, particularly from those in supervisory positions.

I kindly request that this incident be investigated, and that appropriate steps be taken to address both the service shortcomings and the conduct of the staff involved. I believe all customers deserve respectful service regardless of the time or internal staffing issues.

Thank you for your attention to this matter. I would appreciate a response regarding any actions taken to ensure this does not happen...

What a horrible experience! Started out with the drive thru being lined up and not moving so I went into the restaurant to order. Ordered at the kiosk so that was a positive experience (yay for self service) but then it quickly went downhill from there. Ordered sausage McMuffin (no egg!!! Because I hate their eggs), bacon and egg McMuffin, 2 hash browns, a coffee and a chocolate milk. Waiting and waiting...not much attention paid to the in restaurant patrons with the drive thru seemingly getting all the love (should have waited in the drive thru). My number finally gets called. By a rather miserable person behind the counter, I am given a tiny bag with my food. She seems to think it's my problem that there is no chocolate milk at the front of the store and begrudgingly goes to get one from the back. Still no smile, sorry for the wait, no have a nice day. She shouldn't be anywhere near a customer with that attitude. Take the food and drinks out to the car. Bag was now greasy on the outside. Hash browns were thrown in the bag, falling out of their sleeves. At first look, I thought I might be in for a really good hash brown with crunchy exterior and soft potato interior. Nope. Wayyyy overcooked to the point of nothing at all being soft. Then the sandwiches. Will start with the more positive sandwich experience. Bacon and egg McMuffin had one 1/2 piece of bacon on it. Now, I go to unwrap my sausage McMuffin with no egg. The wrapper says sausage McMuffin so I am ready to unwrap. I ended up with egg and cheese on an English muffin and absolutely no sausage. Yuck! And to top off this wonderful experience, not a single napkin in the bag. Will avoid this location at all costs. Not that any McD's in the Richmond Hill area are great with consistency and...

What a horrible customer experience in this Doncrest Market Plaza location on Highway 7. McDonald is always our favourite spot for snack & coffee. Unfortunately the customer service at this location ruined everything.

We are friends of 3 visited on Thursday Sept 5 at 2:35pm. Pls see the receipt. We came here after lunch for their ice coffee which had been on promotion with $1. My girlfriend ordered 3 ice coffees with a male Associate w glasses. When she paid, the bill came out with $7.76. So we decided to get it refunded and changed to hot coffee. He was mad and showed us some attitude. Then there was another female associate (believe she was the manager) came to do the refunded. She seemed even more mad and rude. We all three had been apologizing & saying thank you several times for inconvenience caused. But both of them didn’t seem to acknowledge us. They were very rude. When we picked up our drinks and we said one more time to thank him. The associate still looked at us annoyed. We can’t help to ask him “why did you act like that? Why you both are so rude?” As customers, we love McDonald but we won’t know which date your promotion ends or starts. With proper customer training, your staff should have mentioned to us at the first place about what promotion offers. The manager is also acting very unprofessionally. Exchange, refund are very normal transactions. Why did they seem very annoyed and angry about it ? I visited this location over 20 years and this is my favourite spot. Now we have to see if we should contact the area supervisor to address the customer...