MD
Manpreet Dhillon
Jul 28, 2026
This was, without question, the worst customer service experience we ever had. We ordered a two-cheeseburger meal and got home only to discover the order was completely wrong. We were given three cheeseburgers instead, and none of the requested toppings were on them. My friend returned to the restaurant with both the incorrect order and the receipt. I was on call. The manager (female Indian) first claimed she did not recognize him, said she had gone on break, and acted as though she had no idea what he was talking about. The moment he explained the order and me, she miraculously remembered everything. Despite having the food and the receipt in front of her, she refused to issue a refund because she said she didn’t know if he was “making it up.” At that point, I returned to the restaurant myself. I repeated exactly what he said and only after an unnecessary argument did she finally process the refund. It should never take an argument to receive a refund for a mistake the restaurant made. What made this even more disturbing was the way we were treated. Based on the interaction, race played a role in how we were treated specially towards my friend. We were spoken to with suspicion, dismissed despite having clear proof, and treated as though we were trying to scam the restaurant over a cheeseburger meal. That is unacceptable. My friend and I have both worked in customer service. We understand that mistakes happen. What is not acceptable is dishonesty, hostility, and refusing to correct an obvious error while treating customers with disrespect. Her reasonings made no sense and she continued to deflect our statements. The order was placed at approximately 1:52 a.m. on July 28, 2026. My friend returned roughly 25 minutes later, and I arrived about 10 minutes after that. I strongly urge McDonald’s management to review the surveillance footage from that time. It will show exactly how this situation was handled. The behaviour of this manager was unacceptable and reflects extremely poorly on this location. Even another employee standing behind her appeared uncomfortable with the interaction. This was never about a cheeseburger. It was about being treated with basic respect. Instead, we were met with hostility, accusations, and discriminatory treatment. It became serious enough that I felt compelled to contact the police regarding the incident. The police had also stated that she was aware her behaviour was hostile. Management should review this matter immediately. I strongly urge McDonald’s corporate and the franchise owner to immediately review the surveillance footage from approximately 1:52 a.m. onward on July 28, 2026. The footage will speak for itself. It will show exactly how this situation was handled, how we were treated, and whether this is the type of conduct McDonald’s expects from someone in a management position. This manager’s behaviour warrants a formal investigation and appropriate disciplinary action. Based on what we experienced, her conduct was completely unacceptable and inconsistent with the standards expected of any manager representing this company. If management concludes the footage reflects what occurred, management should take the strongest disciplinary action permitted under its policies, including suspension or termination where appropriate. This individual should also be required to complete customer service, conflict resolution, and anti-discrimination training before continuing in a management role. No customer should be treated with hostility, accused of dishonesty while holding both the incorrect order and the receipt, or forced into an argument just to receive a refund for a mistake made by the restaurant. This entire incident was avoidable. It escalated solely because of the manager’s conduct. Hire educated managers!I expect McDonald’s to take this complaint seriously, thoroughly investigate what occurred, and ensure no other customer is subjected to this kind of treatment again.