A&W — Restaurant in Halton Hills

Would have given Negative for sure. Order Number - 390 Date - Oct 14, 2023 18:07 A&W #4619 Halton Hills Outlet

I went and ordered a Regular coffee with 1 cream + 2 milk + 1sweetner. The same was printed on my order receipt. When it went for processing, the employee(Name: Harman) preparing the same just verbally asked the cashier about the order and then started with first preparing 3 steeped teas (some previous pending order) followed by my coffee. Obviously by now she had forgotten what my order was and not even bothered to re-check. First she poured 1 sweetener + 1 sugar in the cup (My order was only 1 sweetener). As I was watching (by chance), hence I told her (extremely politely) that if it was the order for me - then she had started wrong. All she did was emptied the contents of the cup in the garbage bin. Then she again began with 1 sweetener in the same old cup, brought some milk from the refrigerator as she was out of milk from dispensing machine, added some black coffee, put the lid on the cup and gave to me. I said again very politely - "this is not what I had ordered for!! You forgot the cream". I was shocked by her reply - Harman said "We don't add cream to the coffee, I can give it to you on the side if you want". Like what!! Really!! What will I do with the cream on the side with a cup of coffee?? Is that even possible? Was she under drugs or something? I still kept a lot of calmness and told her if she can re-make a fresh cup for me as per my specifications. To my horror she replied - you have to wait 10mins for the same then!! Harman was extremely rude, she didn't apologized or even realized her mistake. In fact she spoke in extremely rude, abusive and harassing manner. I asked her for the Manager to complaint, and she said she is the Supervisor and was the SENIOR in the store. Later a colleague called the Manager - Ravneet and she just returned by money. No apologies!! no regrets!! - What about the time I wasted in the store?? And I ended without a coffee even!!

Is this the way big chains like A&W operate? No responsibility of the customer's order preferences?? I have health issues and can not consume sugar - and Harman without realizing and being so ignorant had put my health at risk, had I not seen that!! Is it customer's responsibility to monitor the preparation of the order??

Harman/Ravneet or any other staff member did not even had the courteousy to apologize or offer something complimentary in lieu of my time wastage and the pain and harassments I had to go through!!

Being in the Food Industry - don't you think - you have some responsibility towards the customer's health??

Extremely unexpected and ruthless behavior by A&W!! I will ensure to spread the feedbacks all across the social media so that people are more vigilant next time before...

Had my first mobile order and came into the restaurant, saw my order was in the preparation list and the service girls call the order number when ready, so I just stayed two steps back and waited. Later the cashier (one of the service girls) waved her hand to me and I told her I am waiting my mobile order, she looked back and told me my food will be with me shortly(she didn’t ask my name on the order ). But until my name switched to the in service screen and almost disappeared, the service girls called “mobile order “ so I came up with the other mobile customer, but since not name indicated in the order she got confused, then there is a lady with manager clothes stepped up and decided which bag is mine, when I looked inside the bag she asked me “ just two burgers, right “ and I responded:” and one drink “ . She increased her voice and educated me:” that’s why I checked with you!” And turn back started to fill the root beer cup, When I complained why took so long, she educated me again:” well, you need to let me know when you are here!” Well, first of all, if you want me let you know I need tell you when I am here for my mobile order, you need to let me know that I need to tell you that instead just wait and watch the service queue screen. Second, I already let one of the service girls/cashiers know, should I tell everyone? The food was good though, it can make a hungry...

Haven't been this branch for a while and the service was below par.

Order was placed but received 1 less product. Informed the cashier but made a firm confirmation of changing the order on behalf. Requested the invoice and it was clearly charged and not received. Had to show the receipt to confirm and receive my order?

Asked for the refill and asked to pay $1???? Asked since when and didn't give clear answer and said very recent... Checked the website before requested for a refill and it clearly indicated free refills were offered... It's a dollar for the refill and not a big deal but if you really aim to make profits by charging the customers on the refills... Good luck.. Very dishonest and the place was some what filthy with tables that were not cleaned after customers sitting and garbage were sticking out from the bins since they were not emptied on timely manner..

This place was better before the pandemic.....