McDonald's — Restaurant in Toronto

I’ve been coming to this location for years and I can say with certainty the quality of the service has gone downhill.

I understand that times have changed and that the level of service can also change along with it. I’ve also worked in service myself for a couple of years, so I know how it can all be from this standpoint. However, there’s a certain level of standard that is always followed.

For the past year or so, sometimes on our night drives or our late night cravings, my husband and I will go to this location to grab a little snack. Almost every single time, the order is almost always incorrect. The times they are not incorrect we have addressed them at the window in the drive thru. We are reasonable people. We understand how busy or late it can be and that sometimes maybe they don’t hear what we ask for properly and things get lost in translation. So we never come off angry or anything. We understand human error so we don’t get upset for it, and at the same time we can also consider at times that maybe we make mistakes as well. However, just like last night and the last few times that we have gone to this location, I have noticed that we will order from the drive thru, and the person serving us indeed makes an error on our order. When we address it, they straight up just tell us “no you didn’t order that… you ordered this”. And I think THAT is the part that gets me and my husband upset. It’s the fact that they don’t even consider that they could’ve potentially heard us wrong or even made a mistake, and they genuinely fight us to tell us we are the ones that are wrong.

Now, I do find it frustrating, as opposed to apologizing or even showing us a receipt or even going through our order with us before we pay is also a problem. To then when we address an issue, it’s almost like they gaslight the narrative into saying that WE were the ones that ordered wrong. And I think it’s absolutely not how you run a business. It’s fast food, and it’s not that serious but honestly, being on both sides, I don’t see how this is something that’s overlooked by management. I find that they should really look to train their staff on better addressing situations like this when an order is done wrong, and how to properly address customers when it happens because this is an ongoing problem. Not the mistake of the order but just how they actually handle it.

My advice to anyone that does go to this location’s drive thru? Please record your order. Either on a voice note, or video. So that if this ever happens to you, you have it recorded. This isn’t for malicious intent, but it’s for the sole purpose of at least having on record what you ordered. If not, at least before you pay, ask them to go through the order with you again. My husband and I realized that this is something that we must do from now on so we don’t encounter a situation like this again. But moving forward, we will not be going to this location anymore; and I wouldn’t recommend it either unless maybe you order it inside as opposed to drive thru.

Just simply...

McDonald’s Keele and Ingram COLD fries and HARD buns 😡😡😡 Purchased 2 Big Mac’s and 1 Big Mac combo, small fries along with 3 sides of Mac sauce. Called Desianne at the McDonalds I went on to and explained to her the issue. Wanted to be refunded for 2 of the 3 Big Macs and both fries. Was told I needed to bring back the order. I explained that it wasn’t possible as I don’t live close by. I told Desianne that I can send her a video of me knocking on the hard bun. She said that they don’t take videos. I told her that I want my money back and that I cannot go back for a few days, earliest Tuesday and that I am not leaving this food in my fridge then dragging it to work and leaving it in my car all day. Desianne spoke to her manager Stacey and was told same, no food no refund. THEY MESSED UP NOT ME!!!!She said the only way they can give me my money back is to bring back the food for the to examine the issue. Now…how would they examine cold fries or a hard bun? I’m sure they would definitely be cold and hard. The food must have been sitting on a hot plate waiting for someone else to pick up their mobile order. I guess they gave me the order sitting that was sitting . I have never had such cold fries upon pickup, I wanted to go back but was running late already and couldn’t. I told her that if I was trying to rip the off, I would say the whole order was cold. This really pisses me off!!! I will get my money back one way or another, this is a very profitable business buckle and dining a customer !🤬🤬🤬 Btw.. if the order was for the kids that were in the car hungry, I would feed them what I could of it and would they give me problem because the kids had to eat the meat in between? I’m sure they would have an issue...

To be honest, I think the only solution for this location is to do a complete rehire of their drive-thru & in-store cashiers. The quality of customer service here is embarrassing. I understand they're young but it's disgusting the way they act. There should be no reason why 8/10 times you're in the drive-thru that you're waiting minimum 15 minutes. I worked at McDonald's when I was 16 and I remember that was a big nono and the fact that it's the same thing if you go inside is pathetic the cashiers. What's even more pathetic is the amount of staff you do see "working" when you get inside of there. The cashiers urge you to use The automated ordering system to lighten their work load but that doesn't even work because it lost my order one time and i wss in there for 25 minutes waiting for a junior chicken. The attitude of these little girls is crazy I literally had to ask one what's wrong the other day she said she's so annoyed of these customers lol get a new job we'd rather you not work here! You can't repeat yourself to them, say pardon to them, correct them or ask your total because they will snap at you. I witnessed a man tell them they forgot something in his order the little girl literally called him a liar and said "I know you're not talking to me, today is not the day" lol. They seem to forget they're not only representing that specific franchise but the whole multi-billion dollar company. Management really needs to do something it's not even funny. Stop asking for 15 cents for sauce when you're not even doing your job right. I gave it 2 stars because their grill staff always gets the order right & fresh...the window staff just usually packs it wrong so check your bag before you leave...