AL
andrew leitch
Jul 16, 2026
I have always enjoyed this McDonald's and regularly stop here for lunch. It has consistently been one of my preferred locations, which is why this experience was so disappointing. After what happened on the evening of July 16, 2026, I do not plan on returning.
The manager working that evening, Courtney (approximately 5'8", blonde, and wearing glasses), displayed some of the most unprofessional customer service I have experienced.
On the night of July 16, my girlfriend, our friend, and I visited the restaurant to celebrate our friend's birthday. Together, we spent over $50 on our order. When our friend's burger was served, it contained ketchup instead of the correct sauce that comes with the burger. She politely went to the counter and asked if it could be remade.
After speaking with a crew member, everything appeared to be handled appropriately. However, Courtney then intervened. During the conversation, our friend explained that ketchup causes her digestive issues and said, "the ketchup makes me poop." Courtney became upset over the use of the word "poop" and began raising her voice. Our friend also became frustrated, but the situation could have easily been de-escalated at that point.
After our friend returned to our table, we simply wanted the burger remade. Instead, Courtney decided to issue a refund without asking if that was an acceptable resolution, which only escalated the situation further.
What happened next was completely unacceptable. Rather than handing us the refund professionally, Courtney slammed the money onto our table and told us to leave.
I then approached Courtney and explained that I felt her behaviour was inappropriate. I asked for the name and phone number of the general manager. She would only provide the manager's name. I also intended to take a photograph for documentation, but she instructed me not to. I chose to respect her request.
During our conversation, Courtney acknowledged that she had handled the situation poorly and apologized. I then asked if we could simply have the food remade instead, but she refused unless our friend apologized to her first. In my opinion, it was highly inappropriate for a manager to make the resolution of a customer service issue conditional on receiving a personal apology. A manager's responsibility is to resolve conflicts professionally, not allow personal feelings to dictate the outcome.
When our friend declined to apologize, Courtney proceeded to close the lobby while other customers were still eating and instructed people to leave.
Before we left, another customer stated to us and stated that she had witnessed the interaction and believed our friend had not been rude at the start of the situation. She voluntarily provided me with her name and phone number in case a witness statement was needed.
Overall, this entire incident began because our friend explained that ketchup causes her digestive issues and used the word "poop." A simple request to remake a burger escalated into an unnecessary confrontation due to the manager's conduct.
I have never witnessed a situation handled so poorly in a customer service environment. This location has always been one I enjoyed visiting, which makes this experience especially disappointing. I hope this complaint is taken seriously and reviewed appropriately, as this level of professionalism is not what customers should expect from management.