Mary Brown's Chicken — Restaurant in Oshawa

Food & service has always been great at this outlet. However, I had an issue today (May 20, 2025 around 8pm) where I was overcharged $5.65. A young white girl came to the front, no apology or anything of the sort, just tried to refund the same credit card I paid with but it failed to go through. Then I tried with multiple cards but to no avail. She then blatantly told me that there's something wrong with my cards to which I responded by saying no as all my cards work perfectly fine and that if it didn't work, my initial payment would not have been approved. I then told her to refund me cash as an alternative and she said it is against their policy and that there was nothing more they could do. I said what you're doing is illegal as you acknowledged that I was overcharged but refuse to refund me. She then argued saying that it was just a mistake and that they were not doing anything illicit. I said not refunding me for the overcharge is illegal and more importantly, unethical. Afterwards, a young white boy named Ally rushed to the front, he had a big smile that lit up the room, apologized and processed the refund in cash and executed a flawless customer service recovery.

Mistakes happen in the service & hospitality industry which is totally normal. What makes or breaks your organization is how you handle the recovery. If not for Ally, I would never step into your restaurant again and would have given a 1 star rating on this review due to the unpleasant experience with that young white girl whose name I could not get. She definitely needs coaching and most importantly needs to learn how to smile, and to use magic words such as "sorry" and "thank you". If she is incapable of this, unfortunately for her and your business, she is in the wrong job. Not sure if Ally is a manager, but if he isn't, he definitely deserves to be a manager which consequently would retain your regular & loyal customers and also convert first-timers to frequent...

I visited this location tonight, and ordered a 3pcs meal with 2 sides and a wing, I specifically asked the Customer service associate to make sure that they do not put a center in my box. Get home and of course theres a center. Now normally this wouldn’t bother me, however I regularly visit this location and this is now the 3rd time they have made this same mistake. I contacted the store and the associate ashley basically told me that mistakes happen and that there is a screen when making an order to confirm, and that its my fault that the screen said white meat. I then confirmed NO CENTER. I felt extremely disrespected with how the store handled my situation, this store needs to train staff on making orders correctly and how they problem resolve! The food was awful and the service was awful. If I could give this location a 0 stars I would. Do yourself a favour and keep driving to the next location down the road. I will never...

So I went here because I just wanted to grab a snack. I talked to cash lady and I asked her for any recommendation. She pointed at the Mary mini. Shortly after I receive my order I get this little dinky sandwich, which was OK. But then I asked where is the second sandwich and I was looked at with confusion. I told her that the image on the menu is very misleading because it has to sandwiches right next to each other the owner of the shop comes up to me and asks What’s misleading. I told him to two sandwiches next to each each other for 399. I assumed that I was going to get two sandwiches. He told me one has spicy mayonnaise on it one has white mayonnaise on it. The owner of the spot was fairly and the conversation really had to go in that direction. He could’ve simply just said maybe you’re right or sorry if that confused you . I wouldn’t come...