A&W Food Services of Canada Inc. Customer Service Issues

Last week, a friend of mine ordered a burger combo at the A&W location near Staples in Coquitlam. I decided to order the same combo, but when I received my meal, it was not what I expected. The burger had two meat patties and a pickle instead of the single patty with lettuce, tomato, and sauce that I asked for. The staff's response was not very professional, and the manager only gave me a piece of lettuce and a small slice of tomato. The language barrier and mask made communication difficult, and I was disappointed that my fries had gotten cold while I sorted out the burger issue. I believe A&W should have replaced my entire combo to make up for the mistake. I hope to receive a gift card from A&W to give them another chance to improve their service. Thank you.

My spouse and I visited the A & W at [redacted] Welland Avenue on April 16, [redacted], at 1:09 pm. He ordered the all Canadian breakfast, while I opted for a Buddy Burger. Upon reviewing the receipt, I noticed a charge of $7.99 for the breakfast and an additional 60 cents for the coffee. When I inquired about this discrepancy since the poster indicated the all Canadian breakfast should be $8.29 with coffee included, the cashier's response was dismissive, stating it's their policy. Despite our efforts to seek clarification politely, she remained unhelpful and rude, even throwing our food roughly into the bag. This behavior, especially by an employee named Judy, was unacceptable. The overall customer service was disappointing and left us dissatisfied. It would be appreciated if someone could reach out to address this matter promptly.

I am incredibly disappointed with the service at the A&W located in Vancouver, British Columbia on Oak and 49th. During my recent visit, the employees were inefficient and frustrated me. Not only did I have to repeat my drink order three times, but when I tried to make a simple change using a coupon, the employee refused. This led to me wasting my coupon without any compensation. To make matters worse, despite my request to exclude tomatoes due to being in a hurry, they were added to my order. The napkins provided were greasy and crumpled, and I received only one ketchup packet, which was unacceptable. After being a customer of this franchise for over 9 years, the poor service I encountered is unacceptable. I will not be returning and will be sharing my negative experience widely.

I visited the A & W drive-thru on Confederation Street in Sarnia, Ontario, Canada at 11:41 am. I ordered three Teen Burgers. The first burger had an issue after two bites and the second burger tasted vinegary and rancid. I went back to the restaurant but received no apology and was met with rude service. The manager only offered to refund two burgers, claiming to be the manager. I would like a refund for the third burger and compensation for my inconvenience and expenses.

I visited A&W on Lasalle Boulevard in Sudbury, Ontario, yesterday, May 2, [redacted], around 8:50 a.m. Upon entering, I found the staff disorganized. Despite waiting for 10 minutes, no one took my order as they were focused on phones and drive-thru. I decided to leave and went to McDonald's instead. It's concerning that when ordering two Bacon Eggers combos with tea, the total should be around $14, but the cashier initially entered $15 until corrected. Such discrepancies can add up for customers and affect their overall experience. The quality of food and service needs improvement, along with ensuring accurate pricing for customers. Consistency and transparency are crucial for a successful business.

I visited a restaurant in Brampton, Ontario recently. I work as a safety supervisor, and I noticed that the employees were not wearing gloves. In the current pandemic, it is crucial for all restaurant staff to wear gloves to prevent the spread of germs. Brampton has had a high number of outbreaks, and seeing them handle food with bare hands made me feel unwell. I decided to cancel my order. The staff's reaction was disappointing, as they seemed to find it amusing. I will definitely not return to this establishment. It's concerning to see such a lack of hygiene standards. If you would like to discuss this matter further, my number is [redacted]. If not, I may consider reaching out to the mayor and the local newspaper about this issue.

I went to A&W yesterday and purchased a Teen Burger and 4 Buddy Burgers, all with bacon. Unfortunately, they only included 3 small bacon strips in a box when I called them out on it. This location in Orangeville has repeatedly made mistakes, like missing a burger in my order or serving a moldy bun. The staff has been rude and disrespectful, with one instance of a staff member tossing my food into my car. My friend refuses to return due to their poor behavior and frequent order errors. I expect better service and accurate orders when I pay for extras. If A&W continues to provide wrong orders and impolite service, I may have to reconsider my patronage. Thank you.

Hello, my name is Erica J. I regularly order the teen burger combo with onion rings instead of fries, typically costing around $23. Recently, I purchased 3 of these combos which unexpectedly totaled $43. I was surprised to see a charge of $5 for each onion ring, significantly more than the usual small upcharge per combo. Feeling taken advantage of, especially since I don't have much disposable income, I sought resolution for this issue at the Hamilton Ontario location on Barton St and Ferguson. I hope this billing discrepancy can be rectified, as it has genuinely upset me. I prefer to avoid conflict but this situation has truly bothered me. If you need to contact me directly, you can reach me at 1-[redacted]. Thank you for addressing this matter.

I had a negative experience at an A&W in Renfrew, Ontario, Canada around 2 pm. Despite waiting 30 minutes, our order was completely wrong. When we raised our concern, the staff member said they were still preparing it, though it was right in front of me. Three others had the same issue. The person at the front, claiming to be the manager, blamed us. When we asked to speak to the manager, they insisted they were the manager but offered us to talk to the owner (presumably the manager). After apologizing, they offered to redo the order and refund our money. However, the refund amount was incorrect, and when asked for the receipt we never received, we decided to take the inadequate amount and leave while others got their orders fixed. This unprofessional behavior is unacceptable. Having worked in the industry over 30 years ago, I believe the staff member should be dismissed, and the manager/owner should be trained in proper customer service. Due to this experience, we are unlikely to return to A&W anytime soon.

On June 28, [redacted], at 5:22:33 PM, I went to W [redacted] and presented two coupons for a chicken combo and Papa and Mama burger. The cashier didn't take the coupon for Papa and Mama burger. The next day, on June 29, [redacted], at 2:30 PM, I returned to the restaurant and was asked to come back at 5:00 PM when cashier Karine would be there. At 5:10 PM, I returned again, and Karine told me to come back later that evening. I noticed the mistake at midnight the same day. The customer service is terrible, making me travel twice makes no sense. They said there was nothing they could do, which is not right. I went because I had coupons, and I want my money back. I am very disappointed and do not recommend your establishment to anyone after the way I was treated. I want my money back, $38.82 for two chicken 2-for-1 deals with a coupon and Papa and Mama burger with a 2-for-1 coupon. It's ridiculous. I told Karine I would file a complaint. Thank you.

Dear sirs, I wanted to share my disappointing experience at A and W restaurant in Kamloops on my recent trip from Calgary to Vancouver. My husband and I stopped at the first A and W we came across on the left side of the road. We ordered two meals with Nashville chicken and chose to dine in. Unfortunately, the restaurant was unclean with flies everywhere, making it impossible for us to enjoy our meal without constantly swatting them away. The staff was also impolite and unhelpful. This visit has left a lasting negative impression on me, and I am hesitant to return in the future. The incident occurred on July 28, [redacted], and it was truly the worst dining experience I have ever had. I'm still disturbed by the memory of those flies buzzing around. I hope to hear back from someone regarding this matter. Thank you for your attention.

During my visit to the Elmira, Ontario location on July 30, [redacted], I encountered a frustrating experience. The radio was playing excessively loud, making it challenging to communicate with the order taker. Despite my efforts to place my order, there was considerable difficulty as the noise level drowned out our voices. I requested my receipt multiple times to no avail and faced similar issues when asking for straws. Observing other customers experiencing the same displeasure, I acknowledge that young employees are commonly seen in fast-food chains, but the excessive music volume interfered with efficient service. As an experienced manager, I believe that maintaining an appropriate noise level in a customer service environment is crucial for a pleasant experience. This was, by far, the worst A&W I have ever visited.

Complaint #1: My partner and I rarely dine out, but we splurged on a meal with dessert recently. To our surprise, the restaurant said they had two apple pies but lacked cinnamon. It struck us as odd that pre-made apple pies wouldn't include cinnamon. Complaint #2: Yesterday, I took my great-grandsons, ages 3 and 5, for ice cream at the same A&W. They were thrilled for this special treat since they live in another city. Sadly, we were informed that they had no ice cream due to a broken freezer that had supposedly been repaired three times in the past month but only stayed fixed for a day. It's disappointing, especially in the summer. We may not revisit this A&W on 5th Ave & Wainwright St in Prince George, BC, as we anticipated better service. Despite the advertised beef quality, these experiences have deterred us from returning. A&W missed the mark twice in our eyes.

My order at the Warden and [redacted] location was completely incorrect. I requested 2 combos with 2 Papa Burgers, 1 fry, and 1 onion ring, along with 2 root beers. However, upon arriving home, I received 2 chicken burgers, 2 fries, and 2 root beers instead. When I tried to exchange it at the Brimley and Ellington location, they couldn't find my original order. Despite explaining where I picked it up, they still couldn't locate it. The staff member refused to give me the correct order and was unhelpful when I asked for the head office number. Frustrated with the whole situation, all I wanted was my full order or at least a new meal. It's disappointing to end up with food I didn't want and face unpleasant service. I hope for a resolution soon.

On Friday, July 30th, I purchased two Nashville chicken sandwiches with two fries for lunch at 12:05. Surprisingly, there was no drive-through line at the time. Unfortunately, the sandwiches turned out to be a disappointment. The buns were dry, the chicken overly fried, and the overall quality of the food left much to be desired. Both my colleague and I felt unwell on Friday and Saturday after consuming the meal. Consequently, we have decided to avoid that specific A&W on Appleby Ln in Burlington due to consistently unfresh food. This experience was so extreme that I felt compelled to share it with my office of 12 coworkers nearby. I hope that the issue at this location is addressed promptly. If you require more details, please feel free to reach me at [redacted]. Thank you for your attention to this matter. Sincerely, Judith.

While dining at A & W in Cobourg, Ontario, my sister and I were taken aback when we were charged extra for adding lettuce and tomatoes to our small burgers. In the past, these toppings were included without an added fee, so we were surprised by this new policy. We had always assumed these basic ingredients were part of the regular burger assembly. It was disappointing to see the discrepancy between the advertised images and the actual order process. This experience has made us reconsider our loyalty to this establishment, especially if this is a recent change enforced by the franchise owner or the company itself. The frustration of having to pay extra for what we considered standard toppings has left us feeling disheartened. We hope this issue can be addressed as it impacts our enjoyment of our favorite burger at A & W.

On Wednesday, August 11, [redacted], at 9:00 PM, I went to order takeout, specifically two chicken Chubbies. However, when I started eating, I realized it was beef, which goes against my Hindu beliefs. Upon confronting the staff, they accused me of ordering it that way, despite me always specifying chicken due to my religious restrictions. After requesting a refund for the beef burger and ordering chicken again, I was shocked when the staff suggested I keep the beef burger. This lack of respect for my religion was unacceptable. I understand we are in India, but that doesn't mean we should tolerate disrespect towards religious beliefs. I kindly ask for better training of the staff to avoid such incidents in the future. Thank you, Anoop Chopra.

My drive-through experience was incredibly disappointing. Initially, the entire order was incorrect, leading to multiple trips back. Both burgers and drinks were wrong, with warm drinks. Despite requesting a remake, the staff was rude and managed to mess up the order two more times. The final attempt resulted in cold burgers. The manager's attitude was also less than favorable. Exhausted by the ordeal, we settled for the cold food after twenty minutes of frustration. This fast-food visit was a rare low point for me. I am hoping for a refund of $23.02 or a few complimentary meals to make up for the poor service.

I had a disappointing experience at A&W #[redacted] in Sault Ste Marie, ON. The manager, Sandra, confronted me and asked me to clean my own table after finishing my meal, as her staff was occupied. I have faced issues before with unclean tables at this location. The staff seems to neglect wiping tables even after customers clear their trays. Sandra handled the situation poorly by being confrontational instead of understanding. The staff lacks in inspecting tables properly for cleanliness. This incident has left me feeling unsatisfied, especially considering the importance of cleanliness during this pandemic. Sandra failed to grasp the fundamental principle of customer service — the customer is always right. Due to this experience, I have decided not to return to A&W as a regular customer.

I reside in a small town where the only fast food establishment available is A&W. My twin daughters recently obtained jobs there. Initially thrilled, they are now facing bullying and mistreatment from a senior employee in her 50s. Sadly, many young employees have quit due to similar experiences, creating a high turnover rate. Despite my advice to leave such a toxic environment, my daughters wish to continue working there. Employees are regularly made to stay extra time beyond their scheduled shifts, causing inconvenience to their families who come to pick them up. I am concerned about the work atmosphere and the negative impact it has on both employees and customers. I hope that addressing this issue will lead to improvements in how employees behave and interact with one another. Thank you for your attention to this matter. The A&W branch in question is located in Mount Forest, Ontario.