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

I ordered takeout breakfast from A&W located near [redacted] KGH, A&W number [redacted], and spent $25.17 on my credit card. My order number is [redacted], and the receipt number is [redacted]. I have been a customer at this location for 8 years and have never experienced such poor service. I encountered three female employees who were fine, but I felt sorry for the trainee. Unfortunately, the tall young male employee, who I believe is Indonesian, was unfriendly and made inappropriate comments about homosexuals and gangs. Another customer, an Asian male, also seemed uncomfortable. The tall employee even left the premises for a few minutes. I plan to inform the store and the head office about this incident. I understand that finding good employees can be challenging, especially with the current job market conditions. I've heard on CBC News Network that there are many job vacancies in Canada and that the Bank of Canada may raise interest rates soon. This could impact credit card rates, mortgage rates, and government debt.

I visited the Harding Street location in Saint John NB and ordered a Teen Burger wrapped in lettuce. Despite being the only customers at 4:30 pm, the girl at the counter refused to give me lettuce, stating she could not spare any. I explained my gluten intolerance and need for a lettuce wrap, but she still declined. Feeling undervalued, my mom and I left and went to another restaurant. It would have been nice if they had gone to get more lettuce nearby. As a regular customer who has ordered this for years at various A&W locations, I was disappointed by the poor customer service. Prioritizing current customers over potential ones is key in good customer relations.

I visited the A&W on Highbury in London, Ontario for a poutine fries. Despite dining inside, the fries and gravy were cold. The service was poor, and I felt ignored. They promised a replacement, but after a 15-minute wait, I left without my order. Customers who arrived later got their food first. I received a refund and departed. The staff and management were impolite and unprofessional. This will be my final visit. I expect better treatment elsewhere. A&W needs to improve its locations. I doubt my complaint will be addressed, but I will share my experience on social media. Thank you, Darlene.

Please call me, I am too bothered to write out the details. This visit was absolutely ridiculous, and it reflects poorly on the brand. The behavior and service I experienced were [redacted]% inappropriate - the worst I have seen in 39 years. It's easier to explain over the phone; my number is [redacted]. These individuals' actions were appalling and disturbing. They displayed a real sense of delinquency and a highly unprofessional, hostile demeanor. The accusations, including calling the police on me, were completely uncalled for. This behavior should not be tolerated, and the company needs to address these issues that impact their franchise's reputation. These actions should be fully investigated and those responsible should face appropriate consequences. The situation should have been de-escalated, but instead, it was handled in an unacceptable manner.

I had a disappointing visit to your Goderich Ontario location. The employees were playfully tossing fries at each other, leading to mistakes with my order. I noticed errors because of the distraction. When I tried to return inside to correct the problem, the doors were locked. Instead of receiving the Grandpa Burger I ordered, I was given a Teen Burger. They handed me the missing ingredients to assemble it myself in my car with my hands, which I declined. After a 15-minute wait, I finally got a new burger. This was the worst dining experience I've had at one of your restaurants in 30 years, and I won't be coming back.

I had a negative experience with the manager at the Fleetwood Surrey location on Fraser Hwy and 160th Street around 7 p.m. on April 21st, [redacted]. Upon arriving at the drive-thru with a coupon for 2 Mozza burger combos, I learned they were out of fries. I requested sweet potato fries instead, but the manager refused and even wanted to charge me extra for the substitution. When I suggested good customer relations, he directed me to go to another A&W location, which I couldn't find based on the address provided. As a customer with 35 years of public service experience, I believe the manager needs training in customer service. Despite being a loyal customer, my interactions with the staff have been consistently poor at this location. I hope this feedback can lead to improvements in their service. - Ron C.

Recently, my son resigned from your establishment due to ongoing conflicts with an employee named Rowe and the assistant manager, Loretta, who seemed to overlook the issue. Despite quitting for personal reasons, our family has been unjustly banned after false accusations were made against my husband. During an attempt to address unrelated matters, Loretta acted unprofessionally by escalating a discussion about the misuse of the Doordash app by an employee called Avne. The situation spiraled out of control with Loretta being rude and confrontational. I was met with hostility when trying to express concerns calmly. This behavior is unacceptable, and it's not the first incident at this Oromocto, New Brunswick location. The lack of professionalism displayed by Loretta and the unfair ban on my family need to be addressed promptly.

I had a disappointing experience at the A&W restaurant located at White Oaks Square in Edmonton, AB on May 13 around 8 p.m. The staff member, a Caucasian woman in her 30s, scolded me loudly for sitting at a table near the window. Although I suggested placing a sign to mark the off-limits area, she argued that she had blocked it with chairs, which was not the case. Her behavior was unprofessional, and two male customers even apologized on her behalf. Despite the incident, I appreciate the quality of A&W food and hope the management addresses this issue promptly to ensure a better customer service experience for everyone. Thank you.

My name is Robin A. I am employed at True Comfort Heating and Cooling Limited, located at [redacted] Advance Avenue, Napanee, ON, K7R 3Y7. You can reach me at [redacted]. We recently carried out service work for A&W Kingston, based at [redacted] King Street East, Kingston, ON, K7R 3B4, as requested by Jason Y. Despite numerous attempts to contact Jason Y through email and phone regarding unpaid invoices, we have not received any response so far. The store's phone line seems to be disconnected. I am reaching out to address this matter promptly. Kindly contact our office at [redacted]. Your immediate attention to this issue is greatly appreciated. Thank you.

Dear Customer Service, I am writing to report an issue with my recent order at the A&W restaurant located at the corner of Regent and Tashereau. On June 2nd at approximately 10:20 pm, I ordered the Papa Grand Chelem trio with poutine and the new burger along with 4 apple pies, totaling $26.50. Unfortunately, upon arriving home, I discovered that my order was incorrect and missing the receipt. The burger I received contained two patties with yellow cheese, mustard, ketchup, and sliced onions, which was not what I had requested. This is not the first time my orders have been incorrect, and I am quite disappointed. I kindly request either a refund or a coupon for my next visit as a resolution to this matter. I am reaching out to customer service for the first time regarding this issue. Sincerely, Kathy C.

I visited the A&W restaurant in Kindersley, Saskatchewan at around 8:30 am. I bought a Bacon & Egger meal but noticed halfway through that the egg had a dark color and didn't taste right. I didn't finish it and also found the orange juice to be sour, so I decided to throw it out. The bun seemed chewy, making me question if it was leftover from the day before and reheated. Unfortunately, after returning to Calgary, I didn't feel well and my stomach is still upset today. A&W has been my favorite since I was 10 years old (now 72) and I usually enjoy the Teen burger meal. Typically, my husband and I order the top bacon & egg breakfast, and it has always been satisfying. I usually recommend A&W over other fast-food chains like McDonald's or Tim Hortons for breakfast. If needed, I have some photos of the Bacon & Egger meal to share.

During my recent visit to the location on [redacted] Erb St W in Waterloo, ON, my family encountered several disappointments. Initially, my son wanted a root beer float but found out it was discontinued. Despite checking with other locations, this seems to be a company-wide decision. Afterwards, when I tried to order the Papa Onion Ring stacker, which was prominently displayed on the screen, I was informed it is no longer available. The lack of any signs or alerts about this change felt misleading to me. Lastly, when I asked for sweet potato fries with a meal, they only had regular fries available, leading to another inconvenience. The overall experience was frustrating, and I believe there should have been better communication regarding these menu changes. I am hoping this feedback reaches the regional manager, location manager, and franchise owner for their awareness. I am looking forward to a response addressing these concerns promptly.

I had a disappointing experience at A&W recently. I ordered a Nashville combo, but received the wrong sandwich with overcooked onion rings. After contacting the store, they initially agreed to replace the combo, but when I returned later, they refused to honor their promise. On another visit, my husband bought $60 worth of food containing bacon, which we do not eat for religious reasons. Despite assuring me that they would fix the error, the manager was unhelpful and even offered a burger with bacon. The lack of follow-through and disregard for our dietary restrictions was frustrating.

I visited the drive-thru to order takeout. Our order included 2 kids' meals, 1 Chubby Chicken meal, 2 Teen Burger meals, 5 apple turnovers, and a frozen root beer. When we reached the cashier, we requested the receipts which were not provided immediately. After being parked, we waited 12 minutes before our order was brought out, missing the drinks. The staff retrieved the receipts and went back for the drinks, which took an additional 5 minutes. Upon inspection, we discovered we were missing one Teen Burger meal, which was not entered by the drive-thru worker. Dissatisfied with the service, my husband went to Wendy’s for his meal as we had been looking forward to the recently renovated A&W in Camrose, AB, which was disappointing. Our meals arrived cold except for the apple turnovers, with a pleasant flaky crust. Interestingly, the Chubby Chicken came with spicy red peppers in the mayo, which was unexpected. My son and I had to swap buns due to the heat, an added surprise to our meal experience.

On the 6th of this month, my husband visited A&W in Bridgewater Nova Scotia. We ordered 2 teen burgers with regular fries. When he brought the food home, we were shocked to find a live bug in the fries. After taking the food back, my husband was refunded and offered a free hamburger as compensation. I requested to speak with the manager and was informed by the supervisor that they would contact the owner or regional manager. I received a call from the supervisor later, stating that we were offered a free hamburger as compensation, which we declined. The conversation ended there.

As long-time customers, my family had an unfortunate experience at the location on [redacted] McAllister Dr, Saint John, NB E2J 2S6. Today, we tried to change our burger buns to 7 grain without extra charge, like we have done in the past. However, the older lady working there mentioned that for the past year, all locations have been charging extra for this swap. I am not sure if this is accurate, but it was disappointing. Thank you.

I visited the Essex Ontario location and ordered a Teen Burger, a Chubby Chicken Burger combo, and a Mamma Burger combo, but I received a hamburger instead of the Mamma Burger. When I tried to get it fixed, the lady working at 7:45 pm not only threw away the incorrect order but also tossed my fries. She then gave me a burger without fries, and when I tried to address the issue, she became upset and refused to listen to me. Fortunately, the lady who was cooking was more understanding. This experience was extremely disappointing and I believe it was unacceptable customer service.

On Saturday, October 28, [redacted], around 12:20 p.m., I visited the A&W branch at East York Town Centre for lunch. Upon entering, I observed a few customers dining and the cashier engaged in a lengthy chat with a friend. Despite waiting patiently for 3-5 minutes, the employee seemed more focused on the conversation than on taking orders. This experience left me extremely disappointed with the service. As I left, the cashier noticed and gestured for me to return, but I declined, mentioning that I would contact their head office regarding the matter. When I phoned the restaurant today to obtain the Store ID for my complaint form, the person I spoke to inquired about the issue and as soon as I shared my experience, she abruptly ended the call. I maintained a polite and professional demeanor throughout our conversation.

I am sorry to say that I am really disappointed with the attitude of one of your employees. They were very rude and disrespectful, which is not what I usually experience at that location where I receive amazing customer service in the mornings. This incident occurred on the evening of November 13th around 5:45pm at the Tim Hortons/LCBO plaza on Broadway. When I asked this employee a question about their attitude, their response was simply to tell me to leave. This type of behavior is not good for your business. I visit this location every morning and I am usually greeted with a smile that brightens my day. Sometimes this employee is working alone and still manages to smile, unlike this recent experience. It seems like this person does not understand the values of Canadian culture. 😡😡😡😡

I visited an A&W drive-thru in Coquitlam, B.C., Canada. I ordered two large coffees, but when the employee tried to hand them to me on a tray, the tray tipped over, causing the coffee to spill all over my car. The lids were not secured properly, resulting in the mess. The manager apologized and offered a free meal for my next visit, but what I truly need is assistance to clean my coffee-soaked carpet. Additionally, the coffee spill might have affected my door lock as it's not working now. I seek guidance on resolving these issues.