A&W Canada — Restaurant in Alberta

Subject: Disappointed by Customer Service Experience at Red Deer (Leva Ave) Location

Dear A&W Canada Customer Service,

I’m writing to express my disappointment with the experience my son and I had at your Red Deer County (151 Leva Avenue, near Costco) location on the evening of August 5th, just before closing time.

We entered the restaurant at approximately 9:50 p.m., well before the posted closing time of 10:00 p.m. My son had specifically chosen A&W for the root beer and burgers he enjoys, and I was happy to go along.

As we reviewed the menu, the staff member at the counter informed us that we needed to order immediately because they were closing in 10 minutes. When I said we would be dining in, she responded that we could not dine in, as they were closing in seven minutes and we would need to be out by 10:00 sharp.

This struck me as extremely unwelcoming. Despite being in the restaurant well before closing, we were denied the option to dine in and were pressured to order and leave quickly. I personally don’t enjoy eating in my car, especially with a brand-new vehicle, and so I chose not to order and left. My son remained undecided.

Before he could return to place his order, a staff member locked the front doors—while it was still around 9:55 p.m., and before official closing time. While we were standing outside, another customer who had been using the restroom inside approached the door and found herself locked inside and visibly confused. Her group was waiting for her in a nearby vehicle. The same staff member came over, unlocked the door, and walked back to the counter, at which point my son was able to go inside and place his order.

While I’m glad he was eventually served, the whole experience was frustrating and deeply disappointing. It felt like we were pushed out, rushed, and treated as a burden for simply arriving shortly before close—even though your posted hours clearly stated 10:00 p.m.

I’ve worked in customer service and fast food myself in the past. The standard was always: if the customer walks in before the posted closing time, they are welcome to order and dine. The dining area could be cleaned around them as needed. That’s how excellent service works—and it’s what builds loyalty.

Unfortunately, this experience did the opposite. It made me question whether I want to support a brand that treats customers as inconveniences for showing up a few minutes before close. It’s especially disappointing when A&W has such a strong legacy of hospitality and Canadian pride.

I understand that operations need to run smoothly and that staff are tired at the end of the day. But locking the doors early, refusing dine-in service, and creating an unwelcoming environment does not reflect the customer-focused image A&W promotes.

I would appreciate it if this feedback could be passed along to the franchisee or manager of this location. I’m not looking for compensation—just an acknowledgment and perhaps a reminder to the team that closing at 10:00 does not mean rushing customers out before then.

Thank you for taking the time to read this. I truly hope A&W continues to stand for better customer service and Canadian...

BEWARE!!! I ordered a Mozza Burger and a Chicken Burger. I get home and the Mozza burger was undercooked. I put it in my airfryer for 10 min on 400 degrees, and then it looked better so I ate it. Big mistake!! The last bite it smelled sour, and I thought, Oh no....I should have thrown it out...now I have been sick for 4 days..Bought this last tuesday the 3rd of October. So, if you order from here, beware...their meat is not kept well it seems...they are not following food safety practises and cooking to internal temp of at least 165. I may have to write the Health dept if I still remain sick...Food poisoning...how many others were eating that sour meat that day, and daily?? Just awful...I will never eat at this restaurant again! The staff...

i dont do much in fast foods but we were in a hurry. and stop in to the A@W. in Red. Deer as we were going through it wasnt busy no people around in it not even drive through at all. we paid. and had to wait a good. 10. minutes for the food ... the food barely. warm when it was finally brought out.... we have gone to the one in Strathmore it has always been freshly made and always very hot ... i understand waiting for. them to made ... but to have. everything given to us not hardly warm at all ... was disappointing .... i dont do any other. hamburger places A@W. is the only place we do and like .... wont be stopping in the Red Deer gasoline....