McDonald's — Restaurant in Toronto

On Sunday Oct 1, 2023, approx. 9:15am I ordered through the McDonad’s App. I ordered a large black coffee and a large iced coffee. Pick up to be at drive-thru @ 2nd window. Your employee/service clerk (I didn’t catch her name, but your Manager Joshua knows who it is. You can also view on your cameras), handed me the black coffee first. I went to grab the coffee and the moment I grabbed the coffee, the HOT coffee spilled out and burned my left hand. I had a grey sweater over part of my hand. When I went to remove the sweater, my skin was burned and some of my skin had peeled off. The clerk apologized and asked if I need gel. She did ask if I was ok but it was not sincere. She handed me another coffee with a handful of Kleenex. I told her I wanted to speak with the Manager. She called her manager by “’Kuya’’.

He came over to the window. I explained to him the lid was not secured properly and it spilled onto my hand and basically burned me. I showed him my hand. I told him this was not acceptable. He apologized and asked me to what at the reserved parking area. He came out and gave me a burn gel, my iced coffee that I ordered and a handful of napkins. He forgot his phone so he had to go back for it. He came out with his phone and asked for my name & phone number. He said he would inform the GM about the incident. And then he deleted my phone number and I had to provide it to him again. I told him I already paid for this order, I should be compensated. He told me ‘’no problem. Tell them you spoke with Joshua’’ By the way, this is the first time he mentioned his name to me. I told him that doesn’t mean anything. He just looked at me. I told him again it doesn’t mean anything. Excuse me, is this guy serious?? I’m going to tell some random employee that I spoke with Joshua and I would be compensated’’. He said that either he or his GM would call me. He apologized again and wished me a good day.

I arrived home. As I went to grab the 2nd black coffee that I was given from the car cup dispenser and the lid completely came off. I took a video to show how the lid easily came off the moment when I grabbed it. So I could have gotten my hand/s burned again. I had to lift the coffee from the cup dispenser with BOTH HANDS. I placed it a coffee tray that I had in my car along with the iced coffee. I went home, wrote down what happened, took a quick shower and headed to Shoppers so that I could purchase something for my hand. Thankfully the pharmacist was able to assist me and recommend an ointment for my burn.

I came completely livid and quite frankly disgusted with your customer service and especially Joshua. It is now Mon Oct 9, a week later after the incident and NOT ONE PHONE CALL FROM EITHER YOU OR JOSHUA. Do you even know about this incident? Did Joshua even report this? I highly doubt it. I tried calling your establishment on Monday Oct 2, approximately 5pm, the person who answered the phone said that you were not there. ‘’try calling back tomorrow or Wed.’’ Apparently your employees have no clue when you come in.

Because of your employee negligence, I had to spend money on ointments and bandages for my burn. Since Sunday, I’ve had to apply ointment and bandage so that it doesn’t get infected. I must wear a plastic glove when I take a shower so that I don’t get the bandages wet.

I will never go to this location again. If I could really rate this, this would be rated -10. Attached are pics of my hand the day of the incident and...

Placed a curbside order for a simple medium vanilla iced coffee at 6:30 pm on the dot. Proceeded to wait at the designated parking spot for 15 whole minutes while I watched workers come out and deliver bags of food to other customers who arrived after me and had much bigger orders. After 15 min I decided to walk in and see what was going on. I waited at the front to try and get someone’s attention, once I finally did, I showed them the email receipt and said I’ve been waiting over 15 min for my iced coffee. The lady aimlessly began to walk around and said ok it’s coming up and proceeded to make other customers coffee/ tea orders. I waited another 5-7 min and finally asked her once she stopped doing anything if she was making my order. Then she said oh ya what was your order again…. Like? So then she tells her coworker to make me a vanilla iced coffee and walks away to the back room to go do something else. I waited another 5 min for the worker to make the coffee and once I tasted it it was clear that it wasn’t vanilla like how I ordered but just the regular flavour. So I again waited at the front to get someone else’s attention and demanded a refunded. A manager than came, short younger guy, and explained what was going on again showing him my receipt and demanding a refund cause I was fed up and it had been almost a HALF HOUR FOR ONE ICED COFFEE. He then began to push back and say he couldn’t do a refund since it was ordered online? So I said fine can you just make it right. He turned around, made a vanilla iced coffee, presented it to me with an attitude and said “ you can taste this one if it’s up to par” and walked away. Disgusting. I never once raised my voice or was rude, but I was visibly bothered (who wouldn’t be) 30 MINUTES PLUS AN ATTITUDE LIKE I...

Attempting to order was a hassle as there was lots of screaming and other noise coming through the speaker, when I pulled up to the first window to pay, I could hear what sounded like a group of employees off to the side having a very loud conversation.

Waited about 10 minutes in a waiting spot after being directed there by the person at the second window, even though there was little to no traffic in the drive-thru during the entire wait. Watched the person who pulled into the spot next to me a couple of minutes after I did get their food before me. And when I got home to eat my two wraps, one was so badly assembled that it turned into a complete mess, and the other one was the wrong type of wrap entirely.

How is it that someone should wait that long in an empty drive-thru for that long when the order is so small, and still end up with a partially incorrect order that wasn't even made properly? The bag wasn't even warm, who knows how long my order had been sitting around before someone remembered to bring it out.

The staff have stopped caring to the point of not providing the most basic level of service and quality. Ever since this location was renovated, the issues with wait times, botched orders, and unprofessional staff have become extremely common.

Staff need to be re-trained at the absolute minimum. This is the 4th time I've visited this location since it re-opened, and all those visits made me regret stopping in. I only come here because it's on the way home from work, but now I'm gonna take the slight inconvenience of going to the Avenue & Brooke location from now on.

They may not have a drive-thru, but they can fold a wrap properly and do it in less...