McDonald's — Restaurant in Winnipeg

As a McDonald's customer for over 25 years this was by far my worse experience and first and last time visiting this location. My wife was in the hospital and ordered meal via the mobile app, upon arriving in the drive through and providing my order number I was advised to come to the window to pickup. When I arrived at the pickup window I was told that my order will be brought to me at the front so I should park and wait. I did as I was advised and waited over 5 mins, another vehicle came beside me and within minutes they got through. This was December 25th and what was supposed to be a 5 min pickup was already turning over 15mins. Being impatient I went inside to query the delay and to my astonishment was advised that they are not seeing my order. I explained to the rep that the order was done on the app and provided the order details and that confirmation i received that payment was successful and order is ready. They still insisted that they are not seeing it and they have been having issues with mobile orders. Throughout all this, there was no empathy or remorse, I was left to feel thay I was in the wrong. I asked what I should do and the rep looked at me and said Idk and walked away. To avoid the further delays and embarrassment I decided to reorder the same food and pay again out of pocket. I was given the same food that was apparently shared over 10mins ago. I asked what would happen to my money and was told it would go back to my card within 48hrs. 3 days later I called the location and spoke with a gentleman querying the refund and was told that ot may take up to 5 days and id not returned I should return to the location for a refund. On January 6, I went out of my way amd drive 30mins to the location for my refund to be told that they can't refund me and I should call customer care. The shift Manager (Aman) was very rude and condescending in her discourse, at 1 point she told me she cannot assist me and that she had other customer to deal with as if I was not a customer myself. I was told that the mobile app is not McDonald's so they can't do anything about it I should call them, I explained to her that as a customer I order from McDonald's and that I was told to come to the location for my refund so it's rather conflicting to be told otherwise after wasting my time to drive all the way across the city. She then passed me on to another staff Tharisse who was a little bit more empathetic towards my situation. In the end after 15 mins of not getting anywhere I left. After choosing to spend my Christmas Day eating McDonald's this is the level of customer experience received. As someone who has worked with people for over 15 years this was below standards and for a company such as McDonald's you ought to invest more in training your staff. My order might have only been $28.76 but it was my money and I shouldn't have to wait 12 days to get it back.

I hope the relevant persons will see this review and the necessary actions taken.

Order Code: JQ287261363 Order #...

Seems like theres a lot of issues with the drive through here. Went back early morning first time in a long time (stopped because this branch search "warm" coffee to me multiple times until i found it ridiculous)

Me when I drove and READY TO ORDER. Sally: lets start with your 4 digit num please. Me: whats that? Sally: that would be located on your ......in your app. Me: and why would i need an app to order? Sally: ok! sure! whats your order? Me: 2 bfast meals, upgrade coffees to Latte (sally cut me off for the 1st time) Sally: asked me a million questions in about a 100 miles per hour. Me: I would like both upsize to large )sally cut me off THE 2ND TIME) Sally: explained to me a million things at about 100 km per hour. Me already afraid to add the next in my orders: I would like 1 of the 2 to be just the regular latte and the other vanilla latte pleas. For the sandwi....(Sally interupted me again THE 3RD time) Sally: asking me about what sandwiches I want by explaining to me the whole Mcdonalds menu within 1 minute(if you still dont get it yet, this is how it felt, and though exaggerated, it was pretty darn close to how it realistically was). Me: Can you stop talking over me and just listen while you take order? (me pissed and afraid to go to my 3rd order as I dont have the time and patience for more of this...)

After the ordeal and me pissed already this early morning, paid and drove to the end window to get it.

Overheard Sally telling her co worker "idk with that customers why his like that/ whats wrong with him"

Ill tell you whats wrong with me Sally. I HAVE NEVER HAD THIS MUCH PROBLEM WITH ANY MCDONALDS BESIDES YOUR BRANCH. to the management- if you dont care about your customers being there lining up for their first sip of joe, then why would i care about you guys going through your busy rush hour morning? I cannot understand why its VERY DIFFICULT to just take our order, prepare it, take our money, and give to us. I cannot understand why this step (take our order) is VERY complicated, not to mention RUDE and cutting me off in the middle of my speaking.

thats not it, her boss, who had this tone with me while i was getting that order, did not help at all. who ever your manager on duty was this morning, gave me the same tone i gave to the team because of the abovementioned experience i had, was given to me, and i have no idea who she is, i never saw or spoke with her before, and she gave me a rude tone and look? When i asked her why she has that tone with me, her response was. "I was talking to my staff". No lady. you directed that tone towards me. and that is your mistake. If i can give you and sally zero stars, id be very happy to give it.

Oh, and btw, i dont usually mind this, but for you, I ordered 3 breakfast meals and not 1 pack of...

I ordered here between 10:00am to 10:20 and went to the drive thru to grab two burritos on my way home. The first cashier that I encountered in the first window did not greet or did not say good morning and hello or have a great day. He simply asked if I was the one who ordered two burritos and if I would like to ad additional dollar something for my burrito then I said "NO!" after I paid using my credit card he simply look inside or maybe went back to his phone or something but I was just confused if my payment went through or not because usually the cashier that encounter in drive thru are saying " please proceed to the next window and thank you for visiting us or just simply say have have a great day". None of those were told, just complete silence lol. As it weird as it I felt, I just proceeded, the next cashier is also the same, just basically handed my bag and I asked for receipt and go. The cashier in the first window looked like a Filipino and the cashier in the second window looked like a Indian and I am Filipino so I am not too sure if they do in certain people with skin color or they just too tired or too stress at that moment. I used to worked in customer service and I always greet people like good morning even if I just passed by them and did not buy any product. Now that I am no longer working for customer service, I still have that habit of greeting people good morning, good afternoon or have a great day and so on. And my burritos, they are not bad but they are good...