Letter I sent to McDonalds Customer Service:
I have recently had some poor experiences with your restaurant and I want to share them with you. I have visited two separate locations in Windsor, Ontario, and both locations have left a bad taste in my mouth.Â
The first location I visited was on Pillette and Wyandotte. This visit was sometime early September. It was approximately 9:30pm. The restaurant was moderately busy, but there was plenty of staff working, all behind the counter. The lobby was a complete mess. Every table needed to be cleaned, the self serve beverage station was a gross sticky mess. Even the floors were sticky and dirty, and there were flies buzzing around the dirty tables. The food and service were okay, but the state of the restaurant was unacceptable.
The second location I visited last evening with my two nieces and my daughter. It was approximately 7pm. All three girls were very excited to visit the Play Place at the Tecumseh and Lauzon location. When we arrived, the girls wanted Happy Meals because of the Halloween pails they come in. My mother took the girls to the Play Place and I went to the counter to order. There were a lot of people waiting to be served, probably 15 people, although there was only 1 cashier working. There were other staff behind the counter, one girl was carefully positioning Sweet and Sour sauce in a container, another was chatting with the kitchen staff about her weekend. I ordered the Happy meals and some coffee. I thought it was strange that she did not ask if I preferred a girl or boy toy, but I did see that she put girl on the receipts. When my order was brought to the tray, the girl serving said, Oh sorry, we don’t have any pails left. We served a lot of Happy meals today. I was annoyed, as I would not have ordered 3 Happy meals if not for the pails. Then I notice there are no toys. The girl said, Oh yeah, we don’t have any toys either, just cookies.ÂI would have preferred to be told that when I ordered, as I now know that the cashier knew about the toy shortage and that’s why she didn’t ask me which type of toys I wanted.
As with the Pillette location, this restaurant was a filthy mess as well. All tables were dirty, covered in food and trays. The floors were sticky and the self serve drink station was a disaster. Oh, yeah, and the Play Place was closed. A sign read that it was closed due to a special party, but then another customer told us that it was broken. We could see that there were no children in the Play Place and the door was locked. No Play Place at McDonalds on a Saturday night? What special party?Â
What is the point of updating the decor in these locations if no one is going to clean them?
Please contact me regarding a solution to these issues, I cannot believe that this is standard operating, or that this is the image McDonalds wishes to portray, of a filthy, dirty place to eat. I am also disappointed that I have to mail a letter regarding these issues. I cannot believe that such a large corporation does not have an email contact for customers. This makes the response time, and therefore resolution, much longer.
After three weeks, they sent me a letter, apologizing, and promising to forward my concerns to the stores I mentioned. Also sent me coupons for two free value meals and three Happy Meals.
Not bad, we shall see if they bother to clean up the restaurants…