McDonald's — Restaurant in Winnipeg

I am at a complete loss for words with the customer service at this location. My husband visited the drive thru on March 16 2025 and paid via debit at the first window, the machine made the sound and said approved and he was sent on to the next window. Window #2 said that the transaction didnt go through and made him pay again. He got home and told me it was weird so I checked the bank account and sure enough, he was charged twice. My husband went straight back to the restaurant and showed them the 2 back to back identical transactions and the manager on duty Sim told him that the bank would refund it and it would be back in 24 hours. This isn't true and thinking maybe she thought it was an online order with a pre-authorization charge, I went back to the restaurant myself to clarify and hopefully rectify the situation. Sim told me that it would be back in the account in 24-48 hours, I reiterated that this was not an online order nor was it paid with credit card and that's not how this works. She claims she works in banks too and knows this to be true but if it wasn't back in my account in 48 hours to come back and she would issue me a refund. I spoke with my bank, i explained the situation and the bank has assured me that they will not be putting the money back in my account, the store has to do that as it was their error. Well today is 48 hours and the money isn't back in my account, surprise surprise, so my husband went back and was told very rudely that it will take up to 5-7 business days for the money to come back and they won't give a refund. (First 24 hours, then 24-48 hours and now 5-7 business days). Not going to lie, this angered me so I went back to the store myself AGAIN (4 visits now total between my husband and I). I asked to speak with a manager and was told she was too busy and said that's fine, I'll wait and the girl said "well wait forever then" as she walked away. I waited and the girl came back and launched into some confusing story about the manager saying I need to wait. I asked for the Managers name and she said Sim. I said so the same manager I spoke to on Sunday? And she said no. So I said both managers have the same name? And she said no. I said so who is the manager who is on duty and too busy to speak with me now? Didnt get a response but was told Sim's shift started at 6:30. Guess I'm going back at 6:30 for the FIFTH TIME. I tried calling corporate in Toronto and was told this is a franchise location and all they can do is ask the franchise to call me to issue the refund. Corporate did agree that it seems strange that they won't issue the refund if we have shown them proof that it was charged twice.

If I dont get the refund, I will be exploring filing a police report. Even if it yields nothing, it's formally documented.

Either way, whether I get my money back or not, we will never set foot at this restaurant again. And I highly recommend everyone check their accounts before allowing them to try to charge you a second time saying the transaction...

Thank you Josam for suggesting to me an apple pie today. It was a welcomed treat as was your smile admist this sometimes Drury place. I really did enjoy that pie.

This McDonald's on Main and Mountain, the scene typically resembles a bustling battlefield of lost souls and apathetic or disbondant staff, hardened by years of heart-hurting exposure to the city's most depraved and heart hurting wanderers, coalescing there with the brave good citizens or hungry neighbors who've made the decision to take the leap and enter this battlefield. The clash of hungry customers and frazzled staff creates a tragic comedy of Shakespearean savagery, chaos worthy of its own headlining billboard.

In this culinary combat zone, where the staff are often either inept or not present enough to handle even the simplest of double-double orders, Josam stands out like a beacon of efficiency and warmth. His ability to navigate the chaos with the finesse of a seasoned diplomat is a testament to his dedication and skill and in stark contrast with the mojaority of staff members here happy to walk by a large line of customers with noone at the till without even a glancing look of apology. Josam though with a smile as radiant as a freshly polished apple pie, he brings a sense of order and joy to an otherwise chaotic environment.

So here's to Josam, a hero for at least a day at Main and Mountain McDonald's, whose service transcends the battlefield and turns even the most mundane fast-food transaction into a memorable experience. I hope and indeed pray god-spped to you kind person, may your heart remain strong and empathetic to the tragedy unfolding around you.

Regards,

A...

Never order from this location during the late night hours, especially midnight. If I could rate this with a negative, I would.

After work, I pulled up through Drive-Thru, since passing by it (it didn't look busy, 1 car), and waited patiently at the ordering board. When 5 minutes elapsed, I was not acknowledged, so I wasn't even told to wait at all to place my order. I drive up to the pay window, to see staff members milling about (some were already going home from their shift, while another was packaging orders).

I wait again for another 5 minutes, for a staff to finally notice me and ask what am I doing at the pay window. I simply state that I'd like to place my order since no one was responding to me at the ordering board. She replies: you have to place you order back there; then instructs me to drive around back to the ordering board to place my order.

I insisted if I can place my order right at this pay window since they have a POS accessible right there (I have worked in McDonalds' in the past long ago, and it's likely possible to do it there, since each pay window has a POS). But she refused with the same impolite manner from earlier.

In complete disbelief and frustration, I'm dumbfounded by the lack of service, manners and knowledge these staff upholds; that I just drive off with no food...