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

I had a frustrating experience at the Hespeler Road location in Cambridge. I ordered food and received incorrect change twice, first missing 10 cents and then 5 cents. When I went back and explained the mistake, I was met with resistance from the staff. This lack of attention to detail with change has happened to me before at Burger King years ago, resulting in me never going back there. A&W has now lost my business as well due to this recurring issue. I even offered my business to a nearby Mr. Sub shop instead. It's not about the amount of money but the principle of receiving the correct change. Despite asking to speak to a manager, no one came to address the situation during my visits.

My experience with GetHuman wasn't what I expected. Trying to contact the A&W head office was frustrating without an easily accessible phone number. Dealing with a challenging computer system and unhelpful staff at A&W left me feeling annoyed. After multiple attempts at the drive-thru, I only received the correct change on the third try. The employee's attitude made matters worse as she ignored my request to speak with a manager. I've been a loyal customer until today's disappointing experience. The impersonal complaint process needs to be replaced with human interaction. I will not be returning to A&W after today's unpleasant encounter. It's disheartening to switch from Burger King to A&W years ago for similar reasons. A&W's loss, as I will take my business elsewhere.

I recently visited the A&W on Walker's Line in Burlington. I ordered a Chubby Chicken and Fries for myself because I don't enjoy spicy food, while I got my son a Spice Habanero Chicken and Fries. Unfortunately, when I bit into my burger, it turned out to be a habanero chicken instead, and I had to throw it away. Additionally, I was displeased to see the cashier handling cash also preparing orders, which made me uncomfortable and led to a near-miss with my food. I considered returning to the restaurant, but due to the distance, I had to abandon that idea. The overall experience left me disappointed, especially with the taste of the fries, which seemed overly oily. I hope they can address these issues for future customers.

In the history of QSRs, there have been both brilliant ideas and outlandish launches. The recent introduction of the Butterfly cups for coffee by A&W unquestionably falls into the latter category. The Butterfly cups are alarmingly thin, flimsy, and pose a genuine danger, particularly when filled with hot drinks. This became painfully evident when one cup disintegrated in my hand, drenching me in scalding coffee. My colleagues were equally astounded by what can only be described as a comical blunder. The impracticality of these cups for hot beverages is crystal clear; they seem more suitable for holding popcorn. The decision-making behind these cups is baffling, and the individuals responsible ought to face consequences for this nonsensical choice. Your feedback on this matter is eagerly anticipated. Best regards, S.J. from Toronto.

Today, I purchased 2 Teen burgers and 2 small root beers for lunch at the Moncton store near Walmart at 20 Plaza. Unfortunately, I did not receive a receipt. The burgers were not fresh and tasted old and dry, with hard buns that seemed toasted or left under a light for too long. When I mentioned this to the lady who served us, she simply stated they had been serving them all day. I believe a more appropriate response would have been to offer fresh replacements. I expressed my disappointment, stating I have been a long-time customer and usually enjoy the food. It would have been nice to receive some coupons to compensate for the unsatisfactory meal. I hope to continue my patronage at A&W, but their response to this situation will determine if I return.

I am not writing to complain about any A&W location in Ottawa, Ontario, Canada. My concern is about downloading apps. I only use my cell phone for calls, not for texting or downloading apps. I used to print coupons from emails, but now it seems I have to wait for the coupon booklet in the mail. I have been a loyal A&W customer for many years, and as a 75-year-old, I suggest making coupon booklets more frequent or providing printable email coupons for customers who prefer them.

I placed an order at store [redacted] on Welland Ave in St. Catharines. I ordered two Teen Burgers, one without lettuce and the other with ketchup only, with onion rings for both. I also had a Papa Burger with rings. I used a $13.99 coupon for the Teen Burgers and a $7.99 coupon for the Papa Burger. The total should have been $33.76. However, when I got home, both Teen Burgers had tomato, cheese, and ketchup, and the onion rings were missing. Upon checking the receipt, I noticed discrepancies in the charges. I was charged $4.50 for each order of onion rings and 99 cents for drinks that were supposed to be included in the combo. Additionally, I was charged $4.50 for the rings that were supposed to come with the Papa Burger. The staff faced language barriers and were impolite. I hope to have this order corrected promptly. - Terry G.

On Wednesday, April 20, while heading to visit my son in Edmonton, I stopped at the Cornerstone Lloydminster A&W location. I had a coupon for a Papa Burger and Onion Rings ($8.99). The counter clerk, though polite, misunderstood the coupon and was about to charge me for 2 meals. After I clarified, she tried to apply the coupon, but it didn't work. The store had run out of onion rings, so I asked for fries as a substitute, which she agreed to. Unfortunately, they couldn't honor the coupon without the rings. Despite the clerk's apologies, I decided to go to Tim Hortons for lunch. It felt like A&W didn't value my business. It would have been nice if they could have accepted the coupon with the cheaper fries. I might end up using my remaining coupons at McDonald's, as they accept A&W coupons. I hope A&W can reconsider its policy so I can consider returning in the future. Thank you. - Brian G.

While traveling to visit my son in Edmonton on April 20, I made a stop at the Cornerstone Lloydminster location. I had a coupon for a Papa burger and Onion Rings priced at $8.99. Despite the courteous demeanor of the counter clerk, there was a misunderstanding with the coupon, as she initially tried to charge me for two meals. When I mentioned the store was out of onion rings and asked for fries instead, she agreed. After I pointed out the error, she tried to apply the coupon, but it wouldn't work. Another staff member attempted as well without success. The back-end staff clarified that the coupon was only valid for onion rings, which were unavailable. The clerk apologized and offered me to order something else, but I decided to leave and bought my lunch at Tim Hortons instead. I felt slightly discouraged as it seemed A&W was not accommodating, so I went elsewhere to eat. I wish A&W could reconsider their coupon policy to prevent customers from feeling unwelcome. I may end up using my remaining coupons at McDonald's, who accepts A&W coupons. Thank you, Brian G.

During my trip to visit my son in Edmonton, I made a stop at the Cornerstone Lloydminster A&W location on Wednesday, April 20th. I had a coupon for a Papa burger and onion rings priced at $8.99. At the counter, the clerk misunderstood the coupon and almost charged me for two meals. Despite her politeness, she mentioned they were out of onion rings and offered me fries instead. After politely clarifying the coupon, she tried to process it without success and sought help from another staff member. Unfortunately, the coupon could only be used for onion rings, which were unavailable. The clerk apologized and asked for my new order. I decided to leave and got my lunch from Tim Hortons instead. I felt a bit disappointed as it seemed like A&W didn't want my business. I may consider using my remaining coupons at McDonald's instead, as they accept A&W coupons. I hope A&W can reconsider their policy so I can choose to dine at their restaurant again. Thank you, Brian G.

I am writing regarding my experience at A&W Store#[redacted] in Elmsdale, Nova Scotia on Friday, May 27, [redacted], around 7 pm. My partner and I had a disappointing visit. The server told us she was leaving, leaving us to wait for another server. The store was in a very unsanitary state, with dirty floors, counters, cash register, and tables covered in debris and caked-on sauces. Despite being a fan of A&W and spending over $43 on my meal, the food was unsatisfactory. I was so disgusted by the condition of the store that I considered demanding a refund but decided against it due to time constraints. I have photos and a copy of my receipt. I hope the necessary actions are taken to address the cleanliness issues at this location to ensure a better experience for future customers.

This morning on July 01, [redacted], around 11:10 a.m., I visited the A & W at [redacted] Queen St N in Tottenham, Ontario, Canada L0G 1W0. I ordered an English muffin with a sausage combo, paying over $8. Later, the cashier informed me they were out of sausages and offered bacon instead, which I accepted. Despite waiting 14 minutes initially, I waited an additional 3 minutes before getting my order, as I was headed to visit my father's resting place in Mississauga. Upon opening the item, I discovered only one small piece of bacon with the English muffin, not my original order of a sausage combo without egg or cheese. I was very disappointed by this mix-up and felt it should not have occurred. I reached out to convey my dissatisfaction, and my complaint was sent to a USA address.

This morning on July 01, [redacted] at around 11:10 a.m., I visited the Tottenham, Ontario location at [redacted] Queen St. N. I ordered an English muffin with sausage (no cheese) and a small black coffee combo through the drive-thru. I paid over $8.00 but didn't take the receipt. After a 14-minute wait, the cashier informed me they were out of sausage and offered bacon instead, to which I agreed. Three more minutes passed before I got my order. However, upon opening the package, I discovered only one piece of bacon in the English muffin, which was not what I had paid for. I was very disappointed as this was not the correct order. I wanted to inform you that this is not right. If needed, I can be contacted at the email provided above.

My family often dines at the A&W Restaurant in Simcoe, Ontario. Recently, we had a subpar experience. My husband and I ordered combos, one with fries and one with onion rings. Our grandson got two mama burgers with onion rings. We all had root beer. The cashier, possibly in training, seemed distracted and we ended up with takeout instead of dining in. Although they offered to unpack the food, we declined due to the rush. Unfortunately, one onion ring was missing, and when we got it, the rings were undercooked and greasy. They were not the usual crispy texture we expect. Our grandson couldn't finish them. Despite wanting to complain, the busy restaurant deterred us. The $38 price for a hamburger meal made this experience even more disappointing.

I wanted to share a recent experience I had at the A&W restaurant in South Parkway Plaza, Nanaimo, British Columbia. I arrived early for my son's doctor's appointment and decided to grab a quick snack at the drive-thru. After waiting for a few minutes without any response at the speaker, I finally placed a simple order of fries and gravy. Despite paying promptly, I ended up waiting for several more minutes at the window and eventually had to leave due to being late for the appointment. My son was disappointed as he was looking forward to A&W before his check-up. On a positive note, we later visited the A&W location on Victoria Crescent and received fast and delicious service there. Just wanted to share my feedback.

During my time working as an Assistant Store Manager at A&W in Winnipeg, Manitoba from [redacted] to [redacted], there were around ten locations across Canada, mainly in Winnipeg, with a possibility of one in Quebec, perhaps Dorval. I worked at the Polo Park, Pembina Highway, and Lockport stores where I had the chance to meet the original Canadian franchisee, Dick Bolte, and remember another name, Frank Bell. I learned all the operational aspects including making root beer using concentrate from J. Hungerford Smith, using the roller grill for Whistle Dogs, grilling hamburgers, and serving milkshakes and various drinks. I was paid $[redacted] per month with additional bonuses for driving employees home. During lunch hours, the Polo Park location thrived, often winning the highest sales for the time slot. I have cherished memories of my time at A&W and still enjoy their food, especially the Teen Burger, Papa Burger, onion rings, and Whistle Dog. Being an 80-year-old stroke survivor now residing in Mississauga, the Mavis / Central Parkway location is my go-to spot. Myron M.

I recently received a coupon book in the mail and decided to drive to Cache Creek, BC, yesterday to redeem a coupon for two Teen Burgers for $9.99 each. When I placed my order, the employee only put one on the screen, so I corrected him and explained that I had a coupon for two for $9.99 total. He informed me that the offer was no longer valid. I tried to explain that the coupon was good until November 13, [redacted], but he was unwilling to honor it. I left feeling frustrated as I drove back home to Ashcroft, BC, empty-handed and upset about the wasted trip. It's disappointing when businesses advertise promotions but don't follow through with providing the product as advertised. Sincerely, Steven B.

I am having trouble reaching customer service in Canada, and this website is not helpful as the next page is useless. I recently received a coupon book in the mail and decided yesterday to drive to the next town to pick up the two Teen Burgers for *.** each from the Cache Creek, BC location at the drive-thru. I placed the order for the two Teen Burgers as per the coupon, but the employee at the other end mistakenly entered one. After correcting him, he said the offer was over. I explained that the coupon was valid until November **, ****. I ended up being misled and left without the Teen Burgers, feeling frustrated and disappointed. The trip back home to Ashcroft, B.C. was costly as well. I expressed my dissatisfaction to the employee and stated that I will not return to that location. Why release these coupons if the products are not available as advertised? Regards, S. B.

Dear Sir, I wanted to share an unusual experience my daughter and I had on September 25th. While on our way to a wedding in Manchester Center, Vermont, we stopped at Shaw’s grocery store in Newport, New Hampshire, and purchased a six-pack of A&W root beer. Upon opening one bottle, we found a Nexium pill inside. I immediately contacted Shaw’s to inform them and have been attempting to reach someone at A&W to report this incident. Despite the unsettling nature of this discovery, I understand that these mishaps can occur. I simply wanted to bring this to your company's attention, as it was a first for me. Thank you for your time. Sincerely, C.L.

I visited A&W at [redacted] Manning Restaurant on October 21st at 3:28 p.m. with my girlfriend for lunch. We ordered Teen Burger meals using a coupon, our receipt number is [redacted]. Initially, Amy took our order, but another girl took over when I requested no tomatoes and onions. During our meal, I found a black hair in my cheese, which was unpleasant. I informed the staff, and they made a new burger, despite my reluctance. I asked for a certificate for a replacement meal since I couldn't eat another burger after the hair incident. My girlfriend also couldn't finish her meal. The staff gave the coupon back and didn't seem to understand my request, which made me feel foolish. Overall, the experience was disappointing, and I believe we deserve a complimentary meal.