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

I visited the A&W restaurant on Marine Drive in North Vancouver on September 7th around 8:50 a.m. I placed an order explicitly stating no bacon, opting for a hash brown instead. Despite agreeing to the extra charge for the substitution, my order arrived with bacon. When I pointed this out, the staff only removed the bacon from my plate and failed to include the hash brown. This caused delays as I was already late for work and needed to eat before taking my diabetic medication. The issue led to me feeling upset and leaving the restaurant hungry. My blood sugar dropped, causing headaches throughout the day. Despite my attempts to address this with management, I have received no follow-up since a promise of a call back on Saturday. The lack of customer service and empathy in handling the situation has left me disappointed and looking for a resolution.

I live just a short 10-minute drive away from the A&W in Kemptville, Ontario and I have to express my disappointment with the quality of the food I received there. I ordered a spicy habanero chicken sandwich, fries, and a Mama burger. While my husband's burger was acceptable, my chicken sandwich arrived barely warm, overcooked, and lacking in habanero sauce - prompting me to add my own mayo and sriracha mixture. The "order" of fries I received filled only half the bag, yet I was charged the full price of $3.49. The fries were also lukewarm and insufficient in quantity. This experience led me to believe that the staff at this restaurant could benefit from better training in food management, particularly in maintaining food temperature and portion sizes. I had chosen A&W over McDonald's for lunch but was disappointed by the food quality, which was inexcusable, especially during busy hours. I doubt I will return anytime soon. Best, LD

I have never been more disappointed in a service than I was at A&W in Stony Plain, AB. Waiting 14 minutes and 50 seconds for my order of 3 Mama Burgers, onion rings, and fries was unacceptable. Despite watching the timer tick away, others who ordered after me were served before me. The experience was frustrating, and even another customer commented that he would leave if he hadn't already paid. Fast food should not take that long to serve. This was truly disappointing, and I am unsure if I will return to this A&W location.

I purchased a Beyond Meat burger at your Guthrie Road location in Comox, BC on September 16, [redacted]. Although I have eaten these burgers before without issue, this one had a very strong smell and didn't taste as usual. Despite this, I consumed it due to hunger. After a few hours, I became severely ill, experiencing vomiting, diarrhea, and even passing out. I was alone and incapacitated for an hour before receiving help. The illness lasted approximately 10 hours, resulting in a 5lb weight loss, indicating its severity. The manager's reaction to my concerns about the burger's smell and taste suggested there may have been issues with the freezers. I am concerned for my safety after this incident and would appreciate a thorough investigation into this matter. The experience has left me feeling weak, and my digestive system has yet to fully recover. I await your prompt response.

Hello, I am reaching out regarding an issue with the A&W location in Winnipeg, Manitoba at the intersection of Highway 59 and Naren Street. On two separate occasions, I experienced significant delays in receiving my food despite minimal orders ahead of me. Additionally, the back area where the trash is stored was overflowing with wet garbage and emitted a strong odor. I intend to report these sanitation concerns to the health department and have also contacted your head office to address this matter. I trust that you will take action to prevent such issues from recurring, as further occurrences may result in me discontinuing my patronage at A&W. Sincerely, Claude's

I recently visited A&W at [redacted] Lake Street in St. Catharines, Ontario, aiming to support local businesses. Unfortunately, I encountered a cashier issue that left me dissatisfied. I used 2 coupons received in the mail to treat my grandkids to a meal. However, the cashier only processed 1 combo instead of both, and disposed of the receipt without asking me, which I found rude. After realizing the error, I requested the receipt and discovered that I was charged incorrectly. The situation was eventually resolved by another staff member who consulted the manager. Despite the manager's partial refund and the cashier's apology, I left feeling disappointed and unlikely to return to this location for future meals with my grandkids. Overall, the experience turned out to be quite unpleasant.

My husband and I visited the Barton location in Hamilton, Ontario, and ordered Onion Rings. Unfortunately, they did not resemble onion rings as they were dripping with grease. This caused quite a mess, making me sick all night with stomach pain. My husband encountered the same issue, not noticing the excess grease at first, leading to a mess in the car. I urge the staff to improve their cooking and draining methods to prevent this from happening to others. The overwhelming taste of bad onions and batter has left me feeling unwell.

On October 16th, I visited the Cornwall A&W to correct my drive-thru order and unfortunately slipped and fell on the greasy wet floors. There were no warning signs about the slippery floors, leaving me injured. The staff's response was nonchalant; they only offered napkins to clean up the mess. Other customers were more supportive, highlighting the hazardous conditions. I hurt my back and twisted my ankle in the fall. Despite contacting the district manager, Nicole Cragg, I felt my concerns were not taken seriously. Nicole mentioned reviewing the security tape and speaking to the staff but lacked understanding of the severity of the situation. Feeling ignored, I am forced to work through the pain as taking time off is not financially feasible. There has been no acknowledgment or apology for the distressing incident.

Yesterday, three teenagers visited A&W on [redacted] [redacted] Ave White Oaks to order food. They presented their high school ID for verification along with their government ID for vaccination, but they were denied seating as they didn't have government-issued ID. The teens accepted this and ate outside in the cold. I received a call to pick them up. I am upset about this situation. How many teens carry government ID? This is unacceptable. They have dined at other fast-food places without any issues. If this is a new policy at A&W, please inform us. As seniors who frequent your establishments, we are concerned about how our teens are being treated and may reconsider visiting A&W in the future.

I visited the A&W at #[redacted] Pinetree Village and used a $4.99 coupon for the sausage and egger combo. During ordering, there was confusion when the staff suggested coffee instead of Red Rose tea. Eventually, I was charged $5.30 instead of the correct amount of $5.25, leading to a dispute at the pickup window. Due to this experience, I expressed my disappointment and mentioned that it would be my last visit to this location. However, I have had a better experience at the A&W in Port Coquitlam, where they got my drink order right. My preference for Red Rose tea over coffee is due to allergies I have had since [redacted]. While some may consider the 5-cent discrepancy trivial, I believe it is a matter of principle that impacts my overall satisfaction. Despite this incident, I will continue to support A&W, particularly at the Port Coquitlam location. Fun fact, my first job was as a carhop at an A&W in Victoria, BC. Thank you. Regards, CW.

On December 4, [redacted], my spouse and I visited A&W located at [redacted] Woodlawn Rd for breakfast. Initially, we were surprised as the staff did not ask for our vaccine passports or identification, which we understood to be a requirement. As we waited for our food, we couldn't help but notice the uncleanliness of the restaurant, with fruit flies buzzing around our table. Adding to our disappointment, we observed a staff member simply placing a sanitized sign on a table without actually cleaning it after a customer departed. I regularly visit an A&W branch in Goderich, Ontario every Saturday and have never encountered such issues before. -Karen and Dennis Breese

Dear Executive Team of A&W Canada, I am writing as a children's author and a member of cwillbc.org. Over the last 10 years, I have gathered toys from various Meals locations, amassing dozens of figures. Planning a trip to Costa Rica in the spring, I intend to donate these toys, along with some of my books, to elementary schools there. These brand-new toys, still in their original packaging, will be accompanied by my latest book, "SOCKS," which addresses the issue of bullying. The story follows a girl who bravely expresses her individuality by wearing her favorite socks to school, promoting self-acceptance among children. Having visited numerous schools and libraries over the past 25 years distributing my books, I have sought avenues to collaborate with A&W for wider book distribution. My books are tailored for K-2 elementary level readers, including "You You & You," a tale focusing on tree planting and recycling for young readers. I am hopeful A&W might consider providing a book to each child's household. Any support for my initiative would be greatly valued. Sincerely, Pat Riccardi

My local A&W branch is the White Oaks location in Edmonton, Alberta on [redacted] Street and 137th Avenue. I am looking to inquire about obtaining paper coupons that were available from the end of November through late January [redacted]. Although I know these coupons have been distributed, as evidenced by someone I know receiving them on the south side, I am disappointed that they have not been available in the Baranow area for December, especially with the holiday season approaching. Despite not being able to dine inside the restaurant, my partner and I frequently enjoy our meals in our vehicle, using necessary precautions. As loyal customers and seniors who have supported the business over the years, it is disheartening to feel neglected. Could I please receive the December [redacted] and January [redacted] coupons promptly? Thank you. - A. Young at #[redacted]8 125th Street NW, Edmonton, Alberta, Canada, T5X 0G1. (HOME PHONE: [redacted]). I have been trying to contact A&W for weeks without success, and I even filled out a questionnaire as I couldn't locate a phone number for the head office or the White Oaks branch for assistance.

To Susan Senecal, During my visit to the 49th & Oak Street restaurant today with my handicapped granddaughter at noon, there was an incident I feel obliged to bring to your attention. Despite the A&W Mask policy clearly displayed at the entrance and the visible employee policy inside, a young man entered without a mask, prompting concern amongst the customers. Although one individual questioned him about the lack of a mask, he proceeded to place his order without any repercussions from the hostess or staff. As a customer, I believe it is essential for the franchisee and their team to enforce these policies diligently to ensure the safety and comfort of all patrons. Sincerely, Conrad

I visited your drive-through this morning and ordered an all-Canadian breakfast with bacon. I double-checked my order at the window and again at the pick-up window, but my order was still incorrect. It's becoming a pattern at this location where something is always missing or wrong. I've received incorrect orders before, like missing utensils and condiments. This time, I received sausage instead of bacon, which I dislike. Due to the bad road conditions, I couldn't return, so I had to throw away part of my meal. This experience is disappointing, and it feels like my orders are not valued as a customer. Disappointed Customer Order [redacted] December 29, [redacted] 8:47 am Total: $10.44

I am upset about an incident at A&W in Grand Prairie, Alberta, Canada, where I received a contaminated mozzarella burger with a sharp object that got lodged in my throat, causing pain and a visit to the hospital. Despite complaints to the restaurant, I am still experiencing throat and stomach pain weeks later. The manager's response was dismissive, leaving me concerned for my safety and considering legal action. Contact with the hospital and my worker, Roger M, can verify these details. This experience has left me reluctant to dine at A&W in the future.

Good morning, I visited the A&W in Athabasca, Alberta and I ordered the breakfast sandwich, the bacon egger. I was disappointed that it was not made on an English muffin as it should have been; they used hamburger buns with sesame seeds instead. I did eat as much as I could since I was already home and had paid for it, but it was the most disgusting thing I've ever eaten. I believe a breakfast sandwich should be made on an English muffin, not a hamburger bun. It seems like A&W doesn't have any specific standards or regulations, as they used whatever they wanted to make the bacon egger. It made me question why they didn't just use two slices of bread instead.

I ordered a kids' meal with no cheese on the fries and a Sprite. After getting my order and driving away, I realized there was cheese on the fries. Upset, I went back through the drive-thru and explained the situation. They made a new burger without cheese, but when I mentioned the cold and spilled fries, the staff member insisted I hadn't paid for them separately. I asked for a refund and was directed to the manager. The manager asked for the box back and said they would remake the meal. After waiting and being given fries, I inquired about the rest of the meal. The staff said I had already received the burger, which I had just returned. My child was hungry, and I was left with just the fries and a drink. The service was very disappointing, and the manager's attitude was unpleasant. I am not familiar with the current staff; maybe they are new.

I have a complaint about a recent order at the drive-through on Anderson Way in Vernon, B.C. My husband purchased two cheese and bacon Uncle burgers and fries. Unfortunately, one of the Uncle burgers was overloaded with mayonnaise, and the other one was actually a Mozza burger. Both burgers were excessively salty and not as expected. Spending nearly $30 on this disappointing meal left us feeling let down. It seems like the staff making the burgers might benefit from some additional training. Interestingly, we often order the same B&C Uncle burgers at a different drive-through location without any issues. I wanted to share our experience to prevent others from facing a similar letdown. We were very excited for our burgers, but they turned out to be a big disappointment.

I would like to discuss my recent experiences at A&W Location [redacted] in Invermere, BC. My family and I eat at A&W regularly. We recently had takeout at both the Calgary and Invermere locations. Unfortunately, at the Invermere location, the fries were not salted, despite us ordering four orders. When we inquired, we were rudely given salt packets. During our visit today, the service was again poor. We were not given the salt and ketchup we requested, instead receiving an excess of pepper and ketchup. This treatment has left us disappointed as loyal customers. The total spent in a week at A&W adds up to $[redacted].23. We hope that this issue can be addressed promptly. Thank you. - L. D.