SB
sarkanov Barof
May 18, 2026
To: McDonald's Canada Customer Service
Location: 11660 104 Ave NW, Edmonton, AB
Date of Incident: May 17–18, 2026
Time: Approximately 23:59 – 12:20 AM
Order Type: Online – McValue Meal Deal (Junior Chicken, small fries, small Fruitopia Strawberry)
Pickup Method: Drive-thru (selected at checkout)
Formal Complaint: Complete Drive-Thru Breakdown, Unprofessional Staff and Refusal to Escalate to Manager; May 17–18, 2026 (Edmonton, 11660 104 Ave NW)
Dear McDonald's Canada Management,
I am writing to formally file a complaint regarding an extremely unsatisfactory experience at your 11660 104 Ave NW location on the night of May 17–18, 2026.
I placed an online order for a McValue meal consisting of a Junior Chicken, small fries, and a small Fruitopia Strawberry. I selected the drive-thru pickup option. I arrived at the restaurant at approximately 12:05 AM and encountered the following sequence of failures: Both drive-thru lanes were completely stuck. No vehicles were moving forward. I waited at the intercom, but nobody was taking orders. The restaurant appeared to be non-operational. reversed out of the drive-thru because no cars were moving forward, and entered the restaurant. Inside, the situation was worse, delivery drivers had taken over the front counter area. I returned to the drive-thru and became stuck again at the intercom. After several minutes of silence, I said, “Allô?” and “Anybody answering?” After approximately 8 minutes, a staff member finally responded. She did not apologize. Her first words were, “Hi, are you collecting points?” I told her she should apologize and say, “We apologize for the waiting.” She ignored this and instead asked, “What can I get you?” There was no customer service whatsoever. At 12:15 AM, I remained stuck inside the drive-thru. Nothing was moving. The drive-thru at this location is not functioning as intended. Upon reaching the first window, the employee stated she did not have my order on her screen. It became clear that my order had not been listened to or entered at the intercom. The employee at the first window told me to go to the second window (the pickup window). I requested to speak with a manager. She refused to call the manager, stating instead that the manager was at the second window and that I could communicate with her there. At the second window, an employee insisted my order was a delivery order meant for inside pickup. I showed her my screen with the four-digit order code and explained this was a drive-thru online order. She responded, “We don’t have it.” No manager was present. No internal communication occurred between the two drive-thru windows. Language and communication barriers appeared to prevent any effective service. At 12:20 AM, I left the drive-thru receiving my order, without any apology and without any resolution. Summary of issues faced: No one taking orders at intercom for extended period, No apology for excessive wait, Order not entered or listened to, Refusal to call a manager upon request, Complete lack of internal communication between windows, Staff confusing online drive-thru orders with delivery orders and Zero accountability or customer service.
I request that you investigate this location’s overnight operations, retrain staff on basic customer service protocols (including apologizing for delays) and ensure that drive-thru and online order systems function properly during all operating hours.
Please acknowledge receipt of this complaint and advise what actions will be taken.
Sincerely,
Customer