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

I bought a case of A&W Root Beer for my diabetic husband. Unfortunately, upon opening several cans, I found that three of them were flat. I attempted to return the case to the store, but they refused to exchange it. This situation has left us feeling discouraged from purchasing our favorite beverage from this store, especially since we live in a small town where the usual environment is pleasant and respectable. This recent experience has been disheartening for us.

I was extremely rushed, but I still made time to grab a burger. It didn't register with me until I checked my receipt and saw that I paid $19.44 for a Teen Burger, small onion rings, and a root beer. Is this the going rate for a burger these days? Last week I sent another message, and a call came from the Airport branch, mentioning that the Dundas location would follow up. However, no one reached out. When I visited in person, the staff member said I should have raised the issue earlier. Could you please provide guidance? - Cheryl

I have been using the A&W app on my phone with my Scotia debit card flawlessly for quite some time. However, a few weeks ago, when I tried to place an order as usual, I received an error message stating that my card could not be processed at that time. Strangely, my debit card remains unchanged and works fine in person at the A&W location I was ordering from, as well as on other apps on my phone. Despite reaching out to aw.ca/orders as advised by the app notification, I have not received any responses to the multiple emails I sent regarding this issue. Not being able to use the app is particularly frustrating for me since I prefer ordering the Beyond Meat sandwiches through it for the freshest experience. Without the app, I end up waiting 10-15 minutes for my order instead of having it ready when I arrive. I have already attempted to resolve the problem by deleting and reinstalling the app and adding my card again, but the same notification about the card not being processed persists. Your assistance in fixing this issue would be greatly appreciated.

On the evening of March 11, around 7:30 p.m., I visited A&W in Windsor, Nova Scotia, and placed an order for a cod wrap, pop, and onion rings. Unfortunately, upon tasting a bite of the cod wrap, I found it to be overcooked and tasting like rubber, making it almost impossible to eat. I informed the male clerk at the counter about the issue, but he did not apologize or offer a replacement. His response implied that this was a common occurrence with wraps. Disappointed with the lack of customer service, I had no choice but to dispose of the wrap and leave.

On March 26th, I visited the takeout section in Woodstock, NB, and ordered a Teen Burger with fries and a diet root beer. I consumed the burger and fries, saving the root beer for later. Upon drinking most of it, I found the drink to be sugary, which was concerning as I have type 1 diabetes. I contacted the restaurant the next day and spoke to a manager today. I expressed my health concern regarding providing sugary drinks to type 1 diabetics, as it can lead to serious complications. The manager acknowledged the issue, mentioning she also had type 1 diabetes. I noted that the diet root beer indicator was missing on the plastic cover. I have kept the container and glass for further inspection if needed. It's crucial for staff to fulfill orders correctly, especially for customers with dietary restrictions like me. I will inform others about this experience and unfortunately will not be returning to A&W, despite enjoying it on rare occasions.

Hello, I previously had a delicious multigrain cod burger back in March. Today's experience was disappointing. I ordered a cod burger with cheese on a multigrain bun. The service was unusually fast, and the cod piece turned out to be hard and lukewarm, almost breaking my tooth. I walked home, washed my hands, and attempted to eat the burger, but all the pieces were tough. I remembered a previous mistake with a hamburger bun when I ordered an English muffin with egg. I went back to address the issue, but the staff member insisted it was fresh and as usual. Despite explaining about my tooth and the texture difference, she repeated the same responses. In the end, I left feeling unsatisfied with the entire experience.

I placed an order last night around 7pm at the A&W on Main Street North in Winnipeg, MB. The staff member at the drive-thru was not wearing gloves or a mask. She handled our food with her bare hands and did the same for the vehicle ahead of us. She touched our fries, onion rings, and chicken fingers before coughing. When I questioned her, she mentioned she had just removed her gloves and sanitized every half hour. Given the current situation with the coronavirus, it is crucial that A&W follows safety guidelines. Other competitors like Tim Hortons and McDonald's are taking necessary precautions. Despite your TV ads indicating safety measures, the experience at this location did not reflect that. We had to discard the fries, onion rings, and chicken fingers, only having a burger. This incident is concerning, especially for someone like me with a compromised immune system. A&W should address this issue promptly and ensure staff are properly trained and informed. It's essential for the safety of customers and staff alike.

I recently visited A&W on Kenmount Road in St. John's, Newfoundland, and placed an order for three meals. Unfortunately, one of the meals was missing the burger, and the food was cold. The chicken burger seemed old, and the onion rings and french fries were also cold and dry. I am extremely disappointed with the quality of the food I received. Despite calling the restaurant and being offered a free burger the next day, I am not satisfied as the excuse given for the missing burger was unsatisfactory. The food quality was subpar with brown and shriveled lettuce on one of the burgers. My son even threw his meal away. This is not the first time I have been disappointed with the food at this location. I would appreciate it if this issue could be addressed. My contact number is [redacted]. I am Sean, and the meals cost me between $40 and $60 each time I visit. Very unsatisfied with the experience.

On June 26, my partner and I visited the local A&W in Lindsay. We ordered a double teen burger, a double buddy burger with cheese, 2 orders of onion rings, and 2 root beers. I requested a receipt, but the cashier mentioned it would be in the bag. Unfortunately, when I arrived home, the receipt was missing. More importantly, the quality of the food was disappointing. The onion rings were soggy and greasy, both burgers were sloppily made with excessive toppings, and shortly after consuming the meal, we both experienced nausea and indigestion. This experience marks the third instance of poor quality from this location, and regrettably, it will be our final visit to A&W in Lindsay. It seems the staff may lack attention to detail or concern for customer well-being. We have a photo of the onion rings as evidence and can provide it upon request.

I visited A&W yesterday and had an apple turnover for dessert. Unfortunately, it was so hot that I burned my hands and lips. When I informed the staff, I received nothing but excuses. Today, I returned to the same location and ordered bacon and eggs. When my meal wasn't prepared as requested, I asked the employee to correct it, willing to pay for the proper order. However, upon completion, the staff member attempted to overcharge me for the entire meal. Despite the advertised price being just under $14 for the bacon and eggs, she insisted on charging me more. When I questioned this, she became rude and mentioned receiving complaints about me from the day before when I complained about the apple turnover. It's disheartening that dissatisfaction is not handled properly at this establishment. As a senior, I find the disrespectful treatment appalling. I am considering sharing this experience in a newspaper or online to raise awareness of these issues.

I had an extremely disappointing fast food experience recently. On July 1st at 7:00 pm, my visit to the A&W on Hwy 41 North, Napanee, was a disaster. We ordered a [redacted] Buddy burger, a Mama Burger with Cheese and extra pickles, sweet potato fries, onion rings, and 2 large root beer drinks using a promotional email from A&W. Unfortunately, the male employee at the intercom refused to accept the free drink offer and was unfamiliar with the Buddy burger. We ended up having to switch to a Teen burger and pay for the drinks. The employee was unfriendly and unhelpful. After paying $29.00, we requested an itemized receipt for our records. The Mama burger was dry with no pickles, the onion rings were undercooked, and the batter was falling off. I am seeking a refund for this unsatisfactory visit.

I recently printed some coupons for my favorite items at A&W. When trying to use them, I was informed that I can only redeem one coupon per product and must use a different one each day. This new policy restricts me from using multiple coupons for the same item. Despite being allowed to use more than one in the past, this privilege has been revoked due to my regular coupon use. I face a similar issue with ordering pancakes due to health reasons, where I used to receive two syrups but now only get one. When questioning the manager, I was told that they know me, unlike other locations. Is this a case of discrimination? I spend around $[redacted] a month at this establishment and may take my business elsewhere if necessary. Please contact me for further details at [redacted]. Thank you, Ed.

Hello, I am looking for assistance regarding my work history at A&W. My name is Frank Castellucci. I began working at the Yorkdale Mall location, then moved to the Toronto Eaton Centre, Town and Country Mall, and finally at the Petro Gas Station in WDBRGE under Mr. Gene Rea. I recently applied for the Canada Disability Pension Plan due to health reasons and need to determine my start and end dates at A&W. I believe I started working full-time around [redacted] and ended around [redacted]. If you could kindly help me with this information, I would appreciate it. You can reach me at [redacted]. Please feel free to contact me. I am willing to provide my SIN if needed. Thank you for your assistance in advance, I hope to hear from you soon. Thank you.

I downloaded the A&W app, placed my order, and was prompted to complete it when I was 5 minutes away. However, the app charged me $34.17 from my debit card before I even arrived at the restaurant on Hespeler Road in Cambridge, Ontario. When I got there, the staff member at the drive-thru said there was no order ready. I ended up having to pay for my meal again. I am requesting a refund of $34.17 for the unauthorized charge.

On December 22, [redacted], at the 24-hour A&W store on Granville Street in Vancouver, I lost my approximately $[redacted].00 CAD laptop. The Manager on Duty was Kiran, and the counter person was Shefali. While trying to work on my laptop at a table near the counter, I was loudly interrupted by the worker Kiran, who immediately asked what I wanted. There were homeless individuals present, and despite my explanation, I felt mistreated by Shefali. After turning around, my laptop was missing. Despite my distress, Shefali mentioned I needed to contact the police. Upon contacting the authorities, they advised me to call the Non-Emergency Police and informed me that I would need a court order to obtain video footage. I am troubled by the potential loss of valuable data on my laptop and disappointed with the handling of the situation. I have reported these concerns to relevant organizations.

I am Mike, and I need to share a negative experience my wife and I had at the A&W in Seafair Center, Richmond, B.C., with the manager, named Kelly, on January 6, [redacted], at 10:45 am. Initially, my wife requested cream on the side for her takeout coffee, but Kelly refused rudely, causing embarrassment. Later, when I went for my coffee, Kelly stated they were out of cups when I asked for cream. She even refused to give me water, accusing me of wanting to take advantage. Despite buying a black coffee, when I inquired about speaking to a supervisor, Kelly claimed to be the manager. This unfortunate incident has made my family hesitant about returning to A&W, despite our previous enjoyment of dining there.

After attempting to speak with a manager at the A&W location on Lakeshore Boulevard near 23rd in South Etobicoke, I waited outside. Despite returning to address the issue and asking to speak with a different manager, I received no response. As I was discussing the matter with the manager, a group of teenagers outside became involved and physically attacked me. If the staff had enforced the mask bylaw, I would have been able to enjoy my meal, which was my last $20. Unfortunately, I am now unable to replace the meal and am awaiting the police. This is not the first instance where the staff at this A&W location has neglected to follow the bylaw.

On January 11th, [redacted], at 12:22:36, My name is Terry Wong. I reside in Stoufville, Ontario, Canada. Recently, I noticed a special deal on the A&W App for a Beyond Meat Burger priced at $3.99. I proceeded to place an order on the app, adding cheese to the Beyond Meat Burger. However, when I arrived to pick up my order, I was informed by the restaurant that they only received an order for Cheddar cheese priced at $0.95, not the Beyond Meat Burger with Cheese I had ordered. Despite showing them my digital receipt displaying the Beyond Meat Burger purchase for $5.52, they were unable to provide me with the correct order. After discussing the issue with the store manager, I had to reorder the Beyond Meat Burger at full price. I believe I was overcharged by A&W for an item I did not receive. I am requesting a refund of $5.52 to my credit card. I am willing to provide copies of both receipts for further assistance. Thank you. Regards, Terry Wong.

On February 10th around 8:19am, I visited a store in Burns Lake where I encountered an employee named Bob. Despite the difficulties with the intercom system, I managed to place my family's order. However, upon reaching the window to pay, I was surprised by the high total of $78. Bob's response to my question was dismissive, suggesting that I should leave if I was unhappy with the price. This left me feeling confused and upset, especially when he told me not to return after I had already paid. He later revealed that he had overcharged me for fries, adding to my dissatisfaction. I believe that staff like Bob would benefit from customer service training to handle situations more professionally and kindly. Additionally, fixing the intercom system could prevent similar incidents in the future. It is important for employees to remember that speaking rudely to customers, especially in front of children, is unacceptable.

I visited your Whitby store on Dundas and ordered a teen burger combo with onion rings instead of fries. Upon tasting the onion rings at home, I found them to be too spicy and salty for my liking. During my next visit when I asked the drive-through attendant if they had changed their onion rings, they assured me they were the same. However, upon receiving the onion rings, they were still spicy and salty. When I inquired inside, I was informed that the seasoning salt has always been on the onion rings, which surprised me as I have never encountered this at any other A&W location in Canada. I requested a new order without the seasoning salt, but was told it comes with it. This inconsistency is disappointing, as I have always enjoyed A&W onion rings. I hope this issue can be addressed so that I can continue to dine at your establishment in the future.