McDonald's — Restaurant in Toronto

My fiancé and I went through the drive thru about 30 min ago. While we grabbed our food from the second window we always check the bags just in case. We ordered 2 Big Mac combos, 2 junior chickens and three small fries. When we looked in the bag we checked under everything and realized there was no second junior chicken. My fiancé told the lady and her reply was “it must be under something” so I checked again. There was NOTHING under anything. She then said “well my co worker remembers placing it in there”, and then passed us a small bag with a junior chicken in there. Driving away I felt annoyed that they were accusing us of basically lying about a $2 sandwich ... once we got home we were taking items out for our family and realized one of the Big Macs were not in there (I didn’t realize as I was looking for the junior chicken that was supposedly in our bag). My fiancé called and again the reply was “my co worker remembers placing it in there”, after consulting with whom I’m assuming is the manager they said “come and get your free Big Mac” (you mean the Big Mac we paid for but never received) we left our food at home ... to get cold ... to go and pick up the Big Mac. They told us to call once we parked in space. I picked up the phone because I wanted to speak to the manager about accusing customers of lying. Once I got on the phone with her I told her we had arrived and explained I was disappointed and frustrated that we were not only accused once of lying but twice, I said there would no reason for us to leave our food at home only to eat it cold to lie about good we even got. She seemed in a big hurry to get me off the phone and AGAIN stated “my co worker thought it was in the bag, won’t happen again sorry” and hung up. EXTREMELY disappointed. I usually don’t write reviews, especially for McDonald’s but what kind of customer service is...

Dear McDonald’s Management,

Today, around 12:00 AM, I visited your location and had a very disappointing experience. After placing my order, I drove up to the the first window where staff member ATHINA was on duty. Shockingly, she kept the window closed for nearly 5 minutes without any acknowledgment or processing the payment, despite the rush and raining outside. She simply stood there without assisting, while the entire line waited. Eventually, another staff member from the next window had to step in to take the payment.

This delay created unnecessary frustration, especially being left waiting in a such a way is completely mannerless, and what concerns me more is that this is not the first time I’ve encountered such unprofessional and disrespectful inattentive behavior from this particular staff member. While the most of your team provides courteous and efficient service, ATHINA’s conduct stands out as consistently inefficient and far below the standards expected at McDonald’s.

Customers come to McDonald’s expecting quick, courteous service - not to deal with unnecessary delays and disrespectful service. I believe this is an issue worth addressing immediately, as I am certain other customers may have faced similar issues. As a paying customer, I expect timely service and basic courtesy. Please ensure employees meet both customer service expectations and company...

Where do I begin... Bad Customer Service, Rude Attitude and Delivery Drivers are second class citizens. The only good I can say is "convenient when you ask for simple, small quick orders or via app" Otherwise, it's not uncommon for your order to be delayed or mistaken. It's even worse for delivery drivers, as a part time skip driver whenever I see this location come up I know to expect no acknowledgement of my existence when I'm waiting in front of staff members, 20min+ delays, Orders that are completed will be left unattended and/or being rudely told that "orders are ready whenever they are ready" then staff will just chit chat with each other or the famous "we are understaffed" as an excuse for bad service (Seriously does it kill staff to be be a little more compassionate and say "sorry for the delay", Ask if I've been served yet or anything...) sadly I've heard that excuse even before the pandemic. On multiple occasions I've been completely ignored, given the wrong order or never ended up getting my delivery orders due to delays of over 40mins along with other couriers standing outside with me. It's sad that the big brand name "McDonalds" is the only reason people will still take chances coming back because I guarantee that of a small local restaurant treated staff and customers or delivery drivers like this they would go out...