McDonald's — Restaurant in St. Catharines

This is an open letter to the staff/owner/anyone involved in working at or maintaining this particular establishment. I am a very quiet, even mannered person that nine times out of ten will never complain or even mention any sub-par service or experiences unless they are particularly egregious, but I had to mention the experience I just had. I was in the drive through and ordered my usual order and was told that it didn’t exist. I explained that I had got this order multiple times there and at other locations and kept getting told that I was wrong and couldn’t order that because there was no such thing. I was a bit confused and asked for more clarification, explaining this was a regular order of mine. I was then told that I was going to be put on hold so he could ask for help (I assumed from his superior or manager) and was left sitting at the speaker with a long line of other cars behind me for about 20 minutes with no one coming back to even let me know what was going on. Eventually the screen showing the other item I had ordered was cleared and the screen went back to the original welcome screen, which seemed like they had just decided to ignore me, cancel my other order, and maybe hope I would just get tired of waiting to be served and leave. I felt bad for the long line of people behind me also waiting so I drove up to the window thinking maybe then I could get some service. Another 10 minutes approximately went by with the employees inside going about whatever they were doing and still completely ignoring me (and ultimately the rest of the people behind me). The manager eventually did come to the window and asked me what the problem was; I guess no one had even mentioned my dilemma to him or asked him for assistance like I was told was being done. I reiterated, very politely, again what my issue was and finally was informed that the order I wanted wasn’t available at that particular location. Now, had I been told that in the beginning instead of being dismissed, called a liar, and then ignored, I would have been fine with that. I would still have been confused due to the fact that I have been able to get this order at any location in the area, but I would have just ordered something different. I did so and it took them another 10 minutes for me to get anything at all, meanwhile the people behind me were so angry and frustrated almost all of them sped out of line in droves, losing the restaurant countless sales due to their incompetence, discourtesy, and apathy to their customers. I work in customer service as well so I know how difficult and thankless the service industry can be, but I also know that treatment like what I was given today is unacceptable. When I finally did get my order, several things were wrong with it and at this point I felt so disrespected like they didn’t even care; not about getting my order right and certainly not about the awful service I was given. I wasn’t offered an apology, an explanation, or any sympathy in any capacity. I would warn anyone to never go to this location and I sincerely hope the owners of this establishment are ashamed of the kind of service and behaviour being...

Embarrassed to be this McD's patron. Specifically the man working between 6pm to 6:30pm, Saturday, Feb. 9th , wearing the Zoom Nation shirt under a black jacket with red trim. If McD's plans to be a family friendly place with polite staff, where people feel comfortable bringing their children, at the very least this man should be retrained in customer service, and removed from any front line/ supervisory position until he proves he can be pleasant under stress.

I saw the screen say my order number was being served. I went to the counter with my order receipt (for McNuggets), but there was nothing there. My husband got in line to order a drink since we were waiting. While in line, we heard the man (described above) yell "how much longer for nuggets?" We saw the restaurant was busy, and had no problem waiting, but my order number then disappeared from the screen. I went up to ask, and was yelled at by the man: "We called you several times but you didn't show up". As he yelled, I could see the staff behind him just bagging the nuggets. I know because she brought the bag to me. I saw she felt bad. I did not make a scene because of her, and because it was so busy that other customers would be inconvenienced. If it was quiet, I would have asked to talk to the manager, and if he was the manager, I would have asked for the owner's phone number to give feedback.

Yelling at a customer is never acceptable. I wonder if I was a big white male whether he would have the guts to yell. Embarrassing that a company like McD that states its training focuses so much on customer service allowed such a person to direct staff and interact with customers. I would never bring my child here to be subjected to such discrimination and disgusting behavior by a man...

I took my grandkids here yesterday for a special treat. There, quite obviously, was not enough staff to run this place. The woman at the cash was lovely and was trying so very hard to be helpful and courteous but you could tell she was being run ragged. I ordered and paid at the kiosk but did not receive either a receipt or an order number. When I asked her about this, she asked one of the staff about it (a tall man) who was both rude and snarky to her (and later to me). He said that I just had to wait until my order was done (even though I had no number). When the order finally came through, I was missing part of it. Rude man insisted that I didn’t pay for it and that I didn’t key it in. So… I had to reorder the missing item… which, due to the lack of staff, took a long time. When I took the other orders back to the table, I was missing the sauces for two of the orders. Then I had to go back and get the missing tea for my milk. The young girl at the counter told me they had no milk containers but gave me some milk in a cup. She was helpful and pleasant. Then, when my grandkids discovered that the very popular Croc toys were not included with their Happy Meals even though there was a big poster at the entrance advertising them. When I asked Rude Man about this, he very rudely said that, before Halloween, the toy was the plastic bucket the meal came in. The plastic bucket is NOT a toy. By the time everyone finally was able to eat, the meals were cold. By the time the missing meal showed up, everyone else was done. Again, the woman behind the cash was wonderful but Rude Man was arrogant and...