I had a terrible experience at this restaurant. Usually, I have good service and delicious food here, but this time was one of the worst I’ve ever had. The person taking my order had poor communication skills. I said I wanted a specific poutine, but he mixed it with another item. When I checked my order in the car, I realized I didn’t get the poutine I ordered. I went back to the counter and told him, but he claimed he had said “potato poutine.” I let that go and asked if they could switch it out with another poutine I wanted. He said it was too late and refused to give it to me. He had a look of annoyance on his face, If he doesn’t want to work, he should quit.
A few years ago, I had a similar situation with a big order at Popeyes. I went all the way home and realized it was wrong. They remade my order and refunded half the amount. They also let me keep the wrong order. This is the kind of service that should be offered to customers.
It’s very disappointing to see this kind of customer service.
Atmosphere: 3
Food: 2
Service: 1
Dwight McDonald
Raj and Owner Miraj thank you for great customer service. Big Mary Mondays is one of the best deal around. $4.99 FOR A MEGA DELICIOUS SANDWICH
This location serves food with happy people. This is my 4th visit. I definitely will come back.
Atmosphere: 5
Food: 5
Service: 5
AR CHHINA
Why would you display $1.92 big mary if you cant honour it
Atmosphere: 1
Food: 1
Service: 1
chidi
Great experience in the past but being sold raw chicken is just crazy
Atmosphere: 1
Food: 1
Service: 3
Kevin Wong
I have been using the company’s mobile app to place orders, but I’ve consistently found that scheduled pickup times are not honored. Despite selecting a specific pickup time, orders are often not prepared upon arrival, resulting in an additional wait of 10–15 minutes or more.
For example, I recently placed an ($75) order at approximately 4:23 p.m. for a 5:00 p.m. pickup. I arrived slightly early at 4:55 p.m., yet my order was not ready until 5:22 p.m. — 22 minutes past the scheduled time. This ongoing issue makes the scheduling feature unreliable and inconvenient for customers who plan ahead.
The service at this location has been declining. This was not an issue before the recent change of ownership, but unfortunately, the staff there has been unresponsive and unhelpful.
I hope the company will address their franchisee this to improve the efficiency and accuracy of its pickup service.
Atmosphere: 1
Food: 4
Service: 1
marlor09
Ordered regular and got spicy, bit into it and WOW, couldn’t breathe. I can’t handle spicy. Not sure if I’ll be going back. Usually do the Monday big Mary’s for my husband and I but would be afraid of biting into a spicy one again
Atmosphere: 4
Food: 2
Service: 4
Ruth Queroub
Asked for 2 piece white chicken...got boney piece1 and a wing??? Last time...
Shari Thompson
Nice place, awesome food and friendly staff
Atmosphere: 5
Food: 5
Service: 5
Biff Adams
Like many other reviewers who experienced a disaster after having good experiences in the past, I find it extremely disappointing and unforgettable. So much so that I can’t go back. Obviously and as they say if it looks, smells and walks like a duck it must be a duck. As I don’t want to spend much more of my valuable time venting as I’m not going back, at least I can warn others. I showed up at around 1:30pm today and ordered 5 x 3 piece dinners - about $85. The store was empty except for a female employee eating lunch. The usual guy, tall in stature, darker skinned and pleasant enough took my order. At least 25 - 30 minutes later my order was ready. Upon complaining 15 minutes earlier on why he didn’t tell me it was going to take this long as I’d have gone elsewhere. He gave me some mumbo jumbo and said he had included an extra piece of chicken in each box. Really that didn’t mean much to me and was quite frankly a turnoff ( especially after experiencing what I describe below ) as it was wasteful and too much to eat anyway. I reiterated upon leaving that next time to make sure to tell me if that was going to be the case. When I got home and sat down with my friends to eat the chicken, it was undercooked, rubbery and tasteless. The fries were awful and really accentuated the old stinky oil. No one had more than 2 pieces and few fries. On top of that the guy bat 100 by forgetting to include the coleslaw I had ordered!!! All that food went into the garbage. It’s now 8:55 pm and thankfully none of us has gotten sick. About 90 minutes ago I went out of my way and drove over to face the same guy who took my order and reiterated what I’ve written here. He said he was sorry blah blah but I can’t unremember the smell of that food. Mary Brown or atleast this store in Ancaster on Wilson Ave - like the Colonel… forgot how you got here.
Atmosphere: 5
Food: 1
Service: 1
Ron Tasker
Been coming to this Mary Browns location since it opened in Ancaster. A bit at a time the quality I has been dropping. Chicken was considerably smaller on all four sandwiches and the toppings were practically nonexistent. The bun was chewy and rubbery. There’s lots of other options in the area I’ll be giving them a try. Extremely disappointing the way the product has gone downhill.
In general, excellent chicken, fast and friendly. I saw that the usual staff not present. Unfortunately, the chicken and wedges were saltier than normal. We both thought that the best part of the meal was the gravy which cut down the salty flavour.
Normally, it is excellent. Could have been a one-off training issue for new staff or back-up.
Atmosphere: 5
Food: 2
Service: 5
Mikkel Vlietstra
I specifically drive extra far to go to this Mary Brown's. No one does it better especially in regards to the buffalo Mary.
Atmosphere: 5
Food: 5
Service: 5
Sadiq
We've been loyal customers of Mary Brown's for years, and the chicken sandwich has always been a family favourite. But last night was extremely disappointing and honestly quite upsetting. We bought five chicken sandwiches for dinner, expecting the same quality we've always enjoyed—but instead, almost all of them had severely overcooked, dried-out, and hardened chicken patties. On top of that, the buns were soggy and unappetizing.
It was disheartening to see something we used to look forward to reduced to this. No one in the family could eat the sandwiches—we ended up throwing them all in the garbage. It wasn’t just a waste of money; it was genuinely upsetting. We trusted the brand, and to have this kind of experience felt like a letdown. I truly hope this gets looked into seriously, because this isn’t the standard we’ve come to know or expect from Mary Brown’s.
Joseph Di Flaviano
Good location, I dropped the star rating due to staffing inequities. I question staffing practices for all the franchised businesses now.
Atmosphere: 3
Food: 4
Service: 3
r Lala
Always go to this location we were overwhelmed at how great it was. This week what a 360 difference. The big Mary was the size of a Mc chicken and tasted worse.a week ago I got one that some of breading came off and the top of the chicken was hard and cold.i threw out Told them next tall guy who gave it to me didn't have anything to say. And u have to be careful of him because if its busy he overcharged you for things he shouldn't. And funny enough u don't get a bill with that order DONT GO HERE
I had a terrible experience at this restaurant. Usually, I have good service and delicious food here, but this time was one of the worst I’ve ever had. The person taking my order had poor communication skills. I said I wanted a specific poutine, but he mixed it with another item. When I checked my order in the car, I realized I didn’t get the poutine I ordered. I went back to the counter and told him, but he claimed he had said “potato poutine.” I let that go and asked if they could switch it out with another poutine I wanted. He said it was too late and refused to give it to me. He had a look of annoyance on his face, If he doesn’t want to work, he should quit.
A few years ago, I had a similar situation with a big order at Popeyes. I went all the way home and realized it was wrong. They remade my order and refunded half the amount. They also let me keep the wrong order. This is the kind of service that should be offered to customers.
It’s very disappointing to see this kind of customer service.
Atmosphere: 3
Food: 2
Service: 1
Raj and Owner Miraj thank you for great customer service.
Big Mary Mondays is one of the best deal around.
$4.99 FOR A MEGA DELICIOUS SANDWICH
This location serves food with happy people.
This is my 4th visit. I definitely will come back.
Atmosphere: 5
Food: 5
Service: 5
Why would you display $1.92 big mary if you cant honour it
Atmosphere: 1
Food: 1
Service: 1
Great experience in the past but being sold raw chicken is just crazy
Atmosphere: 1
Food: 1
Service: 3
I have been using the company’s mobile app to place orders, but I’ve consistently found that scheduled pickup times are not honored. Despite selecting a specific pickup time, orders are often not prepared upon arrival, resulting in an additional wait of 10–15 minutes or more.
For example, I recently placed an ($75) order at approximately 4:23 p.m. for a 5:00 p.m. pickup. I arrived slightly early at 4:55 p.m., yet my order was not ready until 5:22 p.m. — 22 minutes past the scheduled time. This ongoing issue makes the scheduling feature unreliable and inconvenient for customers who plan ahead.
The service at this location has been declining. This was not an issue before the recent change of ownership, but unfortunately, the staff there has been unresponsive and unhelpful.
I hope the company will address their franchisee this to improve the efficiency and accuracy of its pickup service.
Atmosphere: 1
Food: 4
Service: 1
Ordered regular and got spicy, bit into it and WOW, couldn’t breathe. I can’t handle spicy. Not sure if I’ll be going back. Usually do the Monday big Mary’s for my husband and I but would be afraid of biting into a spicy one again
Atmosphere: 4
Food: 2
Service: 4
Asked for 2 piece white chicken...got boney piece1 and a wing???
Last time...
Nice place, awesome food and friendly staff
Atmosphere: 5
Food: 5
Service: 5
Like many other reviewers who experienced a disaster after having good experiences in the past, I find it extremely disappointing and unforgettable. So much so that I can’t go back. Obviously and as they say if it looks, smells and walks like a duck it must be a duck.
As I don’t want to spend much more of my valuable time venting as I’m not going back, at least I can warn others.
I showed up at around 1:30pm today and ordered 5 x 3 piece dinners - about $85. The store was empty except for a female employee eating lunch. The usual guy, tall in stature, darker skinned and pleasant enough took my order. At least 25 - 30 minutes later my order was ready. Upon complaining 15 minutes earlier on why he didn’t tell me it was going to take this long as I’d have gone elsewhere. He gave me some mumbo jumbo and said he had included an extra piece of chicken in each box.
Really that didn’t mean much to me and was quite frankly a turnoff ( especially after experiencing what I describe below ) as it was wasteful and too much to eat anyway. I reiterated upon leaving that next time to make sure to tell me if that was going to be the case.
When I got home and sat down with my friends to eat the chicken, it was undercooked, rubbery and tasteless. The fries were awful and really accentuated the old stinky oil. No one had more than 2 pieces and few fries. On top of that the guy bat 100 by forgetting to include the coleslaw I had ordered!!! All that food went into the garbage. It’s now 8:55 pm and thankfully none of us has gotten sick.
About 90 minutes ago I went out of my way and drove over to face the same guy who took my order and reiterated what I’ve written here. He said he was sorry blah blah but I can’t unremember the smell of that food.
Mary Brown or atleast this store in Ancaster on Wilson Ave - like the Colonel… forgot how you got here.
Atmosphere: 5
Food: 1
Service: 1
Been coming to this Mary Browns location since it opened in Ancaster. A bit at a time the quality I has been dropping. Chicken was considerably smaller on all four sandwiches and the toppings were practically nonexistent. The bun was chewy and rubbery. There’s lots of other options in the area I’ll be giving them a try. Extremely disappointing the way the product has gone downhill.
Restaurantji Recommends
In general, excellent chicken, fast and friendly. I saw that the usual staff not present. Unfortunately, the chicken and wedges were saltier than normal. We both thought that the best part of the meal was the gravy which cut down the salty flavour.
Normally, it is excellent. Could have been a one-off training issue for new staff or back-up.
Atmosphere: 5
Food: 2
Service: 5
I specifically drive extra far to go to this Mary Brown's. No one does it better especially in regards to the buffalo Mary.
Atmosphere: 5
Food: 5
Service: 5
We've been loyal customers of Mary Brown's for years, and the chicken sandwich has always been a family favourite. But last night was extremely disappointing and honestly quite upsetting. We bought five chicken sandwiches for dinner, expecting the same quality we've always enjoyed—but instead, almost all of them had severely overcooked, dried-out, and hardened chicken patties. On top of that, the buns were soggy and unappetizing.
It was disheartening to see something we used to look forward to reduced to this. No one in the family could eat the sandwiches—we ended up throwing them all in the garbage. It wasn’t just a waste of money; it was genuinely upsetting. We trusted the brand, and to have this kind of experience felt like a letdown. I truly hope this gets looked into seriously, because this isn’t the standard we’ve come to know or expect from Mary Brown’s.
Good location, I dropped the star rating due to staffing inequities. I question staffing practices for all the franchised businesses now.
Atmosphere: 3
Food: 4
Service: 3
Always go to this location we were overwhelmed at how great it was. This week what a 360 difference. The big Mary was the size of a Mc chicken and tasted worse.a week ago I got one that some of breading came off and the top of the chicken was hard and cold.i threw out
Told them next tall guy who gave it to me didn't have anything to say. And u have to be careful of him because if its busy he overcharged you for things he shouldn't. And funny enough u don't get a bill with that order DONT GO HERE
Atmosphere: 1
Food: 1
Service: 1
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