McDonald's — Restaurant in Vaughan

Visited this McDonald’s around 10:45pm with my family after a wonderland visit. We were expecting a busy restaurant because the amusement park had just closed at 10pm. One of the kiosks was out of service, so I ordered from a cashier. She was very helpful and took my order accurately. Our order was typical, no special requests or substitutions. Just 5 value combos, a happy meal and a smoothie. We ended up getting out order in 4 different parts: drink cups... then sandwiches... then fries... and then finally the smoothie. we were up at the counter back and forth so many times, and yet not a single one of the bunch offered to bring us our items at the table. This whole process from cashier to receiving the final item in order took just about half an hour, from 10:47pm (printed on my receipt) until 11:15pm. This is ridiculous. There were about 3 people on drive thru, 6-8 people in the front and many in the back kitchen. Unexplainable. One of my family members went back into the line about 15 minutes after I ordered, he ordered another combo and received everything even before our order was completed. When I first spoke with one of the employees behind the counter about the length of time this was taking, nobody had a single thing to say. Some shoulder shrugs, some blank looks, but nothing more. Extremely poor customer service, and just generally unprofessional. Once we finally opened up our food, most fries were cold and dry. (I thought we were waiting on “fresh” fries...?) Most sandwiches were so sloppy and falling apart with mayo all over the wrappers. What was it exactly that took them so long? While I spoke to another employee he had some explanation and an apology. At this time, I noticed two individuals in the back kitchen in street clothes, no uniform or protective head covering at all. Looked like they just came in to hang out in the kitchen or something. Definitely something to report to York Region Public Health. When I asked about the individuals in plain clothes at the back, someone who appeared to be a manager motioned to them and told them to leave the kitchen. One of the individuals just came up front and continued chatting with an employee behind the counter who was working. Perhaps the employees have such a hard time focusing on putting the food together quickly because they have friends coming to chat and distract them during their working hours. Anyway, tons of room for improvement here. I don’t understand how a crew like that can serve at such a busy location. There were only 2 employees who offered any apology or compensation. Others, including the “managers”, I saw tonight need quite a bit of assessment, re-training and other professional development. I will definitely be reporting to customer service and York region...

Title: Extremely Disappointed – Stopped Serving Fries Before the Cutoff Time!

I had a really frustrating experience at this McDonald’s, and I feel like people should know about it. I went through the drive-thru at 3:25 AM, fully expecting to get my usual order, including fries. To my surprise, when I tried to order, the employee told me they had already stopped serving fries because they were cleaning the fryer in preparation for the 3:30 AM cutoff.

Now, let’s break this down—if fries are supposed to be available until 3:30 AM, then why was service stopped five minutes early? The fact that the fryer was being cleaned before the cutoff time means that anyone coming in between 3:25 and 3:30 would be denied fries, which makes absolutely no sense. If the official policy is that fries are available until 3:30, then they should be available until 3:30—not whenever the staff feels like shutting it down early.

I get that cleaning and prep work need to be done for the transition to breakfast, but that should be scheduled in a way that doesn’t cut off customers before the posted time. McDonald’s is known for consistency, and this kind of service is a major disappointment. If the fryer absolutely has to be shut down early, then at least be transparent and change the official cutoff time instead of misleading customers.

This might seem like a small issue, but it’s really about customer service and reliability. When people go to McDonald’s, they expect things to be available as advertised. Cutting off fries before the actual cutoff time is not only frustrating but also unfair to customers who plan their orders accordingly.

I hope management sees this and ensures that the team follows the correct schedule instead of deciding when they personally want to stop serving certain items. This kind of thing really hurts the trust people have in a brand...

I would give a lower rating if I could.

FOOD — A lot of the workers don’t wear gloves while handling your food.

SERVICE — When they forget orders (which they will do), you have to remind them that they exist. They will not apologize for forgetting. If the food was already made back when they were supposed to call out the order, they will not offer to remake it.

A lot of the time, there is no employee at the register. The last time I was at this location, another customer was complaining to the workers about no cashiers. The worker/manager (?) said that they should use the kiosks.

However, there is no option to pay with cash directly through the kiosk; you HAVE to pay at the counter. Additionally, on numerous occasions, the kiosk doesn’t print your receipt. Orders don’t register on the app either. That is a huge burden on both the customer not knowing the order number, and the employee calling orders out. Don’t put the responsibility on the customer to order through a machine if your machine doesn’t work. What are you paying your workers for?

They also do not do table service and will treat it like a normal order if you choose that option — they will call it out through the waiting area, and let it get cold without offering to remake that too.

ATMOSPHERE — The cleanliness of the dining area is poorly maintained. Tables are not cleaned off, garbage-wise and sanitary-wise. As mentioned above, on numerous occasions some kiosks don’t print out receipts.

I like the McDonald’s up on Major Mackenzie much better: they have good service, their area is maintained, they do table service, and orders come out fairly prompt (both regular and mobile). Also, the workers wear gloves there — a huge step up from...