Letter #1 – Complaint Letter
Danisa Rambing
1010 Walnut Ave
Vancouver, BC
V6T 7Q3
November 12, 2021
Nico May, Manager
McDonalds UBC
101-5728 University Blvd
Vancouver, BC
V6T 1K6
Attention: McDonalds Customer Services
Subject: Rude service on November 11, 2021
Dear Mr. May,
I hope you receive this email well. Today I am writing to you about a recent unsatisfactory dining experience I’ve had at the UBC McDonalds branch on November 11, 2021. I am saddened to say this incident has heavily lessened my respect for the establishment and the employees which were present at the time.
Yesterday, I ordered a Big Mac combo with a medium soda at around 1:30 in the afternoon and when my order was ready, a McDonalds employee reached for my food and licked it before handing it to me. The employee then proceeded to yell vulgar and insensitive comments at me regarding my outfit and my hair at a very loud volume. As a loyal customer, I am shocked at the magnitude and insensitivity of the other employees as they stood there and recorded the incident. I later found the recorded incident on a WhatsApp group chat, which had manage to garner over one million views in only a few hours.
After this traumatic incident, I spoke over the phone with a customer representative at the UBC branch, who hung the phone up on me in a very rude and aggressive manner. As you can see, the services I’ve received from McDonalds UBC have been subpar, rude and very uncharacteristic of the McDonalds establishment that I frequent. Therefore, I believe I am owed a proper apology and refund.
I have enclosed all the visual images of my meal and recorded proof of the incident yesterday afternoon.
Please let me know how we can follow up regarding this incident. I am looking forward to hearing back from you.
Sincerely,
Danisa Rambing
Enclosure: Receipt, Photos of Meal, & Video footage of employee yelling
Letter #2 – Bad News Adjustment Letter
Nico May, Manager
McDonalds UBC
101-5728 University Blvd
Vancouver, BC
V6T 1K6
November 13, 2021
Danisa Rambing
1010 Walnut Ave
Vancouver, BC
V6T 7Q3
Greetings Ms. Rambing,
I hope you receive this email in good health. I sincerely apologize for the traumatic incident which has occurred. Our establishment has a mission to consistently provide a fine and positive dining experience to all our customers, regardless of race, gender, cultural or religious backgrounds. With this being said, we have dismissed the mentioned employee from our business and will look into a full investigation of our entire UBC branch staff.
As a tangible way to show our appreciation for your loyalty, we will be providing a full refund for your meal and we will be providing you with five $30 vouchers to any McDonalds restaurant of your choosing. Rudeness and vulgarity are traits that we do not tolerate whatsoever and hope that you do not recognize this one incident as a common characteristic of our business.
Providing quality services and food to customers has always been our biggest priority and we thank you for bringing this incident up to our attention. Please do not hesitate to contact me if you have any further questions.
Sincerely,
Nico May, Manager
McDonalds UBC
Enclosure: Vouchers & Letter of Apology
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