A&W Canada — Restaurant in Coquitlam

Only if I could give ZERO star. I am a regular A&W'r and also SKD Courier. This is NOT a "FAST FOOD" place nor "DRIVE-THRU" friendly location. Order takes FOREVER, regardless how many vehicles/people in front of you. I've waited maximum 32 MINUTES for my order, which was just a simple "Buddy burger&small Root Beer". I was stuck in between vehicles front and back, could do nothing but waiting. I even had so many complaints from the customers that I am delivering for via SKD. Dunno how many staffs are on each shifts, but definitely needs some sorting/training/improvements. Their customer service is at the very rock bottom edge. No greetings upon customers reaching to the desk/Kiosk, No apologies for such a long wait, Let you stranded alone while waiting behind the counter/drive thru window, Hands over your order and no words, just turn around and on their ways. When asked to provide a receipt,(which always seems like out of ink, can't see a thing on the receipt, hence cannot even leave a "feedback" on their survey link.) gives attitude, speaking their own language that I don't understand whatever it was. Staffs needs to follow their protocols when it comes to sanitation/COVID related guidelines. Not wearing mask properly, they don't wash hands after picking up food from the back counter, singing in their own language with their language songs out loud at hall, talking, yelling, laughing each other, etc. Customer service, again. I've ordered a burger "A" combo and brought back home, found out it's not the burger I ordered. Wrong burger, missing dip which I paid extra, cold fries. Problem was, I was not served with what I've paid for + extra for dips and such. So, I ended up driving back to the location, waited another 17min in line via drive thru(after hours), and staff took the burger, NOT TO REMAKE IT, just slide some ingredients that were missing, hands over back to me, and out of my way. Again, no sorry, no apologies, no explanation, burger is cold, pressed in a way sauces were leaking from the side again. Since then, I am not going back to this location, stay away from all orders via SKD if I ever get any, because it's waste of time, hit on the feedback/reputation as a courier. Rather spend more time and gas to drive further out for different location where has quicker service, better quality food, friendly staffs, and generous enough to offer all couriers(I've seen so far) a cups of small drink for their service. No people-N...

Kitchen staffs know what they are doing (two stars out of two), Front staffs are not (zero stars out of three stars)

Before I write this review, I went there number of times to see how consistent Food quality & customer service are. I believe not long ago they did full renovation on their interior which now has retro but newer look which I appreciate.

Every time when we order food from this location, kitchen staffs really know how to make burger & fries. Burger has good visual presentation nice, juicy. Their fries are hot & crispy.

Sadly, front staffs basically ruin the experience for customers. Not sure what their problem is but when we ate at the store, she wasn’t really listening and kept saying “excuse me? What was that?” Multiple times - definitely not friendly, not approachable.

When we were trying to do drive thru, this cashier keep telling me they have this promotion (cheaper burger) when I clearly explained to him that I want to use this particular coupon for two set menu. I noticed he was not fully fluent in English so I explained as clear as possible ordering two set menu and one more fries. He seemed he completely understood then gave me the wrong order. Of course we noticed after we drove out so we had to go back and tell him. Apologies? No way, he started making excuses and said I wasn’t clear with my order. Just sad experience every time makes me wondering if we should continue to go there. He asked me if he can have one of the fries back and he just snatched from me and gave me the newer one while my other food was getting cold but did he care? nope, no sorry I heard.

I know it’s hard to find a staff who can work at late night but at least hire / train them to be more customer service...

It's A&W so one knows what type of food one is going to get. As a general comment there is nothing wrong with the food and the Canadian Breakfast is worth the money and always tasty.

Cleanliness in general is well done with staff regularly cleaning the tables and disinfecting the doors and high touch areas.

The reason for the two stars is the staff and the quality, kindness, and professionalism therein. While certain staff, particularly those in the morning, are quite pleasant and efficient. Other staff, in contrast are horrible, rude and condescending to customers.

Just this morning, when placing an order, a female staff interrupted a female cashier to start talking about her relationships with her family and boyfriend. The cashier stopped taking my order and started talking to her. She didn't excuse herself nor apologized for doing so. She just left to talk to her friend. When she was done, she returned to complete the order. Rude. Unprofessional.

She and her friend are frequently rude to customers and the management should address this.

Otherwise, as one of the few restaurants open 24 hours in Coquitlam, it is a decent place to visit for hot food and a clean environment. Just know that some staff leave much...