I had a very frustrating experience with an employee at this McDonald’s being unnecessarily rude. The front was closed for customers due to some kind of work, so I tried walking through the drive-through which was still open on the app. I don't make a habit of this, but I did pick up an order this way from Tim Horton's once during the pandemic and had no issue. I asked an employee at the first window if I could place an online order on the app and pick it up there, showing him my phone. He seemed to be agreeable to that, so I did it and then heard a female employee calling out fom the next window. The female employee was immediately very exasperated with me before I had even said anything. I told her the employee at the other window had indicated I could order and I had done so. She then told me I couldn’t pick up my order there without a car, and asked me where my car was. The comment felt a little weird but I might be reading into it. I understand now that McDonalds has a policy against walking through the drive-thru but I didn't know prior to being told this. At this point I had no idea how to cancel or refund my order as I had already placed it. I asked the female employee and she said she didn't know, wouldn't be able to help me, and told me I had to get out of the drive-thru lane and was making it clear she wouldn't speak with me further. There was no one else I could speak to as only the drive thru was open. I understand McDonalds may have a policy against serving anyone not in a vehicle in the drive thru, but having already placed an order, as a customer I had every right to some kind of conversation or help with cancelling my order whether it was standing there at the window, offering to phone me, or letting me come inside to speak. There was nothing stopping her speaking with someone else in the restaurant to make sure the order was cancelled. Instead I was left standing out in the snow trying to figure out what to do, and my order was marked completed (not cancelled). I ended up having to call Mcdonald's corporate, and they offered me points which for me was a good enough resolution. I understand that this employee probably had to deal with a number of people doing the same as me at the drivethrough, but there was no need to immediately be heated and unwilling to try and solve my problem. I was polite throughout and that very much wasn't reciprocated.
