LW
Laura Whitty
May 30, 2026
Curbside Service is garbage. I've come here with Curbside orders 2 times this year, I don't plan on keeping this up after today.
I'm a disabled full-time mother who's only other arm is occupied by carrying a toddler. Going inside to order and carry out my order is not phesable dur to my limitations. This location's drive-thru line up's exceed the laneway that have that fits what, 10 cars?
The last time I used the Drive-Thru, they moved me to a parking spot and forgot about my order until I called them 40 minutes later and said they'd given it to someone else and had me wait again. It took 15 calls to get through to them and the drive-thru had no more than 5 cars in it at a time.
The last time I used Curbside, I requested a refund after 30 minutes.
Today, I used curbside. I watched the drive-thru. clear out 3 times in 18 minutes. I watched 4 others cars be served at curbside. Finally, a woman walks up to me to ask about my order. She confirms having seen my order and says she will try to get it out soon. Great! I wait, and wait, and wait.
After 25 minutes, I called the store and inquired about my order. The staff immediately jumped at the opportunity to become defensive and said "You should see out line up inside." Respectfully, that's not my problem. My order was paid for 25 minutes ago, yet you've served over 30 vehicles who paid after me and likely the customers inside. I told her I either wanted my order next or to be refunded as this was simply not reasonable. I was told to come inside to get a refund. She never asked for my order details or offered to see if they'd been making it or checked to see if they lost it again. Ultimately, she hung up on me with no decided result after I asked for a manager and she told me she was the manager.
I made my way inside, toddler in arm, and found a young male who actually demonstrated a care to assist. My order was sitting there, ready. My drink had a single ice cube left in it. He found it and said they'd bring it to me "soon." AGAIN, I'm waiting for an order thst is already ready and almost at my reach. He agreed they'd walk it out to me after i asked them to since I still had to wait.
I just want to add this detail because it made me uncomfortable and was completely preventable had my order been treated properly. While I was waiting for the young male to come back with an update, another male was standing in line behind me. I thought he was talking to his child until I noticed my son shift towards him and heared the rest on his sentence. "Your mom's a bad mom..." Before he finished, I turned to look at him and said "Excuse me?" He finishes with "...She's taking too long to feed you." I turned around fully, also shifting the direction in which my son was facing.
Finally, by the time I got our order, my food was cold, beverage didnt have ice left and my son was becoming very impatient.
Had my order been made and brought out within a reasonable time, or McDonalds offered to refund my order digitally, I would never have had to interact with this person. I was standing at the counter, quiet. My interactions were calm, while you could clearly see I felt hopeless and in some way, partially humiliated that someone else could also clearly see how hungry my child was and acknowledged we'd been waiting for a long period of time.
This is a "fast-food restaurant". Key word being fast, yet you had me waiting just as long as a luxury diner would for a piece of raw fish.
Anywhoo — I'll applaud Katie. the manager I spoke to by phone a few hours later. She did take the time to hear me out about the other manager. She acknowledged why I was upset, including my frutrations with the other manager. I was offered a refund and fresh food, as well as the general manager's email to submit my complaint about the other manager. I declined the fresh food and said I planned on paying for it if we'd decided we wanted more later. I accepted the email and plan on forwarding my complaint their way also.
I'm satisfied with the resolution Katie offered for now. I know she did her best.