A&W Canada — Restaurant in Abbotsford

I recently visited an A&W location and placed an order through the drive-thru for a veggie burger with lettuce, no tomato, and no onions. I was asked to pull forward and wait, which I did—parking right in front of the drive-thru window. While I was eating in my car, I found a white strand in my burger that looked like either a hair or a thread.

I immediately went back to the drive-thru window to let the staff know. Unfortunately, the response I received from one of the employees was completely inappropriate and unprofessional. A short, heavy-set woman with greying hair on top began yelling at me, accusing me and saying things like, “Why does this always happen to you?”

To clarify, this was only the second time I had ever reported an issue at this location—and both times, the concern was genuine. I was eating right in front of the drive-thru window; clearly, I wasn’t making anything up. I didn’t demand compensation or even ask for a refund. I simply reported what I found, and hoped for a respectful resolution.

Instead, the staff member escalated the situation unnecessarily. She started yelling about how I didn’t say “hello” or “thank you” at the window, which felt completely unrelated and petty. For the record, when I was handed my food earlier, the same staff member didn’t greet me or confirm my order—she just handed me the bag with a dismissive expression and walked off.

Thankfully, the manager stepped in and handled things with professionalism and understanding. She offered a resolution and seemed genuinely apologetic. However, the behavior of the other staff member overshadowed the experience. Her emotional reaction, yelling in front of other staff and customers, made the situation very uncomfortable. It felt like she may have been carrying personal stress, but regardless, such behavior is not acceptable in a customer service setting.

I hope this feedback helps improve staff training, especially regarding how to handle customer complaints with respect and...

We have been going here for years! But tonight was just terrible! Just like everything else in Abby when it comes to food and service. When we ordered our food the guy taking our order kept asking again what we wanted after we said it 2 times, before we drove up to the window we saw our order on the drive through screen. But when we got to the window . He gave us the wrong order. And the price was different . So we asked for the food we ordered . We ordered a grandpa burger with fries combo and a chubby chicken sandwich by itself and a water. Instead of trying to clarify the order . He comes back with fries in a bag saying he thought we wanted a combo ? We only had 1 burger and fries in a bag and was missing the other burger . How could we want another combo without the burger? 😒He then became angry and started to tell us this is what we ordered? Like no! We didn’t . He never apologized nor tried to recap the order to get it right. He was dismissive which made us upset. It’s not rocket science and no we don’t go to A&W to cause problems with our food order. We just wanted what we ordered. But this tween or teen was vile , rude and clearly mentally ill. We asked for a refund. And he slammed the window. This employee needs to listen and pay attention to what he is doing. He needs coaching and training of how to deal with consumers/customers. The worst part is there was an Indian woman helping him the whole time but she didn’t think at all to actually take over the situation and talk to us to help resolve the issue. Do...

Attention ceo/head manager of a&w for this amazing restaurant on South Fraser Way, in Abbotsford, British Columbia.

I'm writing to you today to ask you to give the highest respect, endless commendations and accolades to a great leader, amazing professional and top notch manager, Mike.

I ordered food for my son today through an app on skip the dishes and each and every time that Mike is in charge, we always receive the best experience ever.. he's professional, kind, caring... He always goes above and beyond to care about my son's special instructions for his food,after having an operation on his throat.. there are not many restaurants who care or execute the delivery like Mike does.. he's the cream of the crop and the best manager ever!!! He's also humble and respectful and respects his team who receives his leadership and conducts excellence in customer service... please give Mike the highest recognition, as we truly need more great professionals like this amazing man!

Food for thought everyone...The steakhouse burger with the maple jam was made to perfection, mouth watering and absolutely delicious along with the double buddy Burger.. absolutely great experience... Also, great selections for tea options.. we highly recommend for everyone to visit this great a&w restaurant in Abbotsford, as the management, team and food will absolutely blow you away with a great...