A&W Canada — Restaurant in Châteauguay

I placed an order through Skip the Dishes for a chubby burger from A&W in chateauguay (along with a few other items - said items were for a family member and that part of the order was correct & I was told that they were still hot & tasted good). After taking a bite out of the “chubby burger” (what I had ordered for myself) I ended up finding out I had instead received a Spicy Chubby burger in its place, which is unfortunately something I can’t eat as it causes me undesirable after effects... I called the tel # of the branch on my bill (the one that stated that I had indeed not made a mistake and had clearly ordered a Chubby Burger) that supplied my food and I explained the situation. After having been transferred through to 3 different people to have my issue addressed, I was told that, unfortunately, the spicy chubby burger & the regular one look the same (no apology whatsoever) & that in order to have it exchanged, I would have to place another order (at my own cost) to receive the original order I had placed, or I could show up in person to exchange it... I don’t have a car (which is why I ordered through Skip in the first place AND because, to get there & back home, would have me out past the 8pm COVID curfew). I explained why I was unable to go & how paying again for another order, to fix THEIR error, JUST to receive what I had ORIGINALLY ordered in the first place, was illogical; all the manager could say was that she could take my name down for the next time I was to place an order at their location so that it would be given to me then or I could come & exchange it in person because, since the order was placed through Skip, she couldn’t have another one sent to me because they didn’t have a delivery system other than what was given through Skip - which meant having to reorder at my own expenses to get their mistake fixed. I responded that Skip wasn’t the problem: Skip did their job from A to Z perfectly; the error occurred because of someone on her team not doing their job properly. I told her that in order for me to come down there in person to fix THEIR error it would mean that I would have to take a taxi... I even problem solved for her for a situation that would be win-win for the both of us; I then said “if you want me to pay for a taxi to come down there to fix your mistake, why don’t we turn this around: why don’t YOU pay for the taxi to send me what I had actually asked for to fix YOUR mistake?” She didn’t respond other than the only delivery system they had was with Skip. I then said that if she truly wanted to fix this situation, and that if she had an employee who drove to work there, that THEY could drive it to me to fix everything. She told me that unfortunately they were only 2 in the store... then things just went on a loop with her repeating that she could take my name for it to be applied to a future order or that I could place another order... I feel like A&W’s employees feel like they have the leisure to make mistakes when orders are placed through Skip because of the grey area it provides them and they just cross their fingers and hope that complaints go unnoticed. I work as a pharmacy tech & deal with customer service on the daily; I wasn’t rude, didn’t yell at the manager & tried to help problem solve this situation so that the result would be in both our favours - if ever there was an odd error made on a clients order at the pharmacy, we would do EVERYTHING we could to fix it as expediently as possible in order to maintain our customer satisfaction; that has even meant as much as sending our delivery driver (or a taxi when the deliveries were done for the day) to send the RIGHT product. I ended up finishing the 10 min call with no apology other than “the spicy and the regular look the same” and no exchange for my order which left ME having toast with jam for dinner and my GARBAGE CAN having the spicy chubby burger. I wanted to make a verbal complaint to head office but their only means of communication is through a form on their page with the possibility that someone might...

I chose less stars for the recent service I'd experienced when attending my Nieces birthday party a few weeks ago, I'd already been sitting with a group of my family members for quite some time behind the service counter when I tried to use the restroom, so I approached the young lady at the counter and asked, "Do I need a key for the restroom?" To which she'd answered, "Are you going to purchase food here? " I'd answered, "I've been here for about 1/2 an hour already with my family & niece's birthday party", To which she repeated her answer 3 times, until I said, "Yes, I've already eaten here", then she told me the bathroom code to the one of the messiest, stinkiest public bathrooms I've ever been in. Rude and nasty, for what? People these days need a mandatory course for positive social behaviors and...

... I visited today this fast food restaurant ... Let me tell you ... it would be MY LAST VISIT ... THE CASHIER ... can never explain to me ... if, he charged by the price of a combo of Papa Burger or by each item of the menu! More, the staff WAS PLAYING BASKETBALL AT THE BACK OF THE CASHIER ( with a fake ball of paper ) ... the table's were dirty, I request for napkins and he hesitate ... to eat at the table inside not tray was offered ... we are living after Covid-19 restrictions ... not hands wash solution on this location ... I'm clear that we can live a BETTER EXPERIENCE AFTER THE PANDEMIC. A&W ... I'm a nurse of profession! An old lady goes inside for a coffee ... she seat down in the only table ... the last, the less dirty table. A&W ... you must review the way you are doing...