Jollibee — Restaurant in Toronto

Sorry to say this but this location had me the worst experience because of these reasons:

Wrong set-up: (see the uploaded picture)

The only Jollibee location (so far if I'm not mistaken) to have their Order station situated on the right side while the Claim/Pick-Up station on the left side which makes it quite confusing because it's not aligned with the line-up outside (Order line-up outside is on the left and Claim line-up is on the right). Aside from that, some tables (where they place the food for pick-up) were set-up for no sensible purpose.

Very disorganized:

I'm confused which way to go or atleast know If I am allowed to come inside. I don't know who to ask about it. The crew person appears and disappears. I noticed that the crews (those who were preparing the orders ready for pick-up) were scrambling and seemed confused.

Lack of communication to their customers:

I notice that no crew regularly stays outside to guide a visitor or checks if someone starts to line-up outside (there's no line-up outside when I got there). When I got inside, no crew is ushering and you see them all working in the kitchen and in the front counter saying nothing.

Weird distance from the Front Counter: (see the uploaded picture)

Unlike in other locations, I found it hard to make an order here because they placed some table in front of the order counter giving it more distance from me which makes it difficult to hear the crew who is taking my order (plus we are both wearing face mask so it worsens the situation). They already have acrylic barriers so what's the point of adding more distance from the customer whose ordering. I think those tables should be placed in front of the Claim/Pick-up station instead.

Slow Service:

After asking again to line-up outside (no clear line-up and no social distancing outside) after making my order, I waited for 20 minutes more just for a burger meal. They also forgot the order of my brother (good thing he follow-up his order). The crew person whose going in and out of the store asked for my name again and again.

Poor Customer Service:

The only Jollibee location that I wasn't greeted nicely. Crews were kinda snobbish and only work-focused. So I went back in because my name was called. I stood in line waited for another few minutes. A crew asked for my order number and she just told me to walk AGAIN towards the front counter because my order is been sitting there on the table (wait what? my order is on the table in front of the ORDER STATION not the claim/pick-up station??) and I end up grabbing it myself disappointed.

Conclusion:

Terrible. I'm not going back there for a long time (maybe after COVID-19 is gone to give them the benefit of the doubt). I hope this review will somehow change the way they do things. I'm not insulting anyone who works here but I'm just writing this review to hopefully make...

Disappointed and in disbelief is an understatement of how I'm feeling about the experience I had with Jollibee (Warden/Eglinton E, Scarborough). I placed my order thru my app, for pick up at 7:15pm on October 2nd, 2024. The confirmation email stated that my order would be ready in 10 minutes. My husband and I arrived to the store shortly after placing my order. My husband went in to pickup our order. When my husband got in, no one acknowledged him. My husband waited for over half an hour, without anyone acknowledging him. He stood there waiting, until the Manager came to the front. When my husband asked him (his name is John) if our order was ready, John just said "we have a lot of pending orders!" While my husband was still talking to him, he just walked away. I myself am also a Customer Service Manager, and what John did was very disrespectful and beyond my comprehension. When my husband asked another staff member what was taking them long, the woman said "because we ran out of chicken!" in a very disrespectful and condescending tone. When my husband finally had enough, he said "how can you tell me you ran out of chicken when you've served so many people who showed up after me and they got their food before me?!" Neither the Manager nor the other staff member apologized to my husband. They just packed our order and handed it to my husband.

I felt very disrespected and appalled at how John (Manager) handled this situation. Do better, Jollibee Scarborough! I'm very disappointed about how that team handled this situation. Filipinos are very proud of their kindness and hospitality and being respectful; however, after what happened tonight, shame on you, John!

Jollibee Canada, please do better & train your employees on how to be more respectful and provide a better customer service!!! Perhaps hire someone who will best represent your company culture and treat your customers with kindness and respect!!!

HIGHLY DO NOT...

I ordered food online today because I wanted to bring a friend in Montreal a couple of yummy burgers. Just as I was about to leave my apartment, I got a call. The person on the other end simply said, ‘Your order was voided.’ I was confused, so I politely asked, ‘Is this Jollibee?’ They said yes and explained my order didn’t go through, then asked how I wanted to proceed. I told the person to make the order and I will pay at the counter. Hoping to arrive around 12 PM as thats the order I asked for it to be made.

I don’t have a car and had already set out, but because it was pouring rain I had to turn back for an umbrella. Shortly after, I got another call from the same number. Again, the caller didn’t even introduce themselves or say they were from Jollibee. Instead, she rudely asked, ‘Where are you? You’re late!’. I asked again if this is Jollibee and they said yes. I had to explain I was delayed because of the rain.

When I finally arrived, I picked up the food quickly and left because I felt so uncomfortable. If there had been another location within walking distance, I would have gone there instead.

The food itself gets 5 stars because it tasted good, but the customer service was extremely disappointing. I won’t be ordering from this location again. To whoever is making the calls that day...please announce yourself properly and say you’re calling from Jollibee. I hope the next person you call, doesn't have to experience what I...