A&W Canada — Restaurant in Hamilton

I went to this A&W To have some Special Mommy Daughter Time with my 7 yr old daughter the other day. Trying to help my daughter to feel mature and grown up, I let her order and pay for her own meal, while I was right behind her getting mine next. Well the young darker skinned lady that was working the cash register (I'm pretty positive she was in training) accidentally mis-heard my daughters small voice ask for Chicken Strips and fries and evidently thought my daughter ordered a spicy Chicken burger. I'm not sure what the Caucasion lady's roll is at this A&W, but she started publicly reprimanding this girl saying things like "Hoe could you get that out of what she had asked for!?" And then storming away with the chicken burger slamming it down on either a counter or in a garbage can. Then comes back and in a loud enough voice for my daughter and I to hear (about 10 feet away) She said to another Employee " She just Got ANOTHER Order wrong! AGAIN!" Then she continued on to say "I'm not even coming in tomorrow" The whole time she has a MISERABLE Attitude and is stomping to the back and letting all the other employees know just how annoyed she was. This lady was the only caucasion lady working and she was seriously SOOO rude and unprofessional! She gave my daughter and I such an unpleasant experience. We both felt so bad for the young lady in training, my 7 yr old daughter said to me "Mom, I would not want to work here if she was my boss. That girl just made a little mistake". Then our whole meal my 7 yr old daughter spent dissecting the whole situation asking questions about why this woman would react this way, as well as my daughter trying to come up with ways to try and make the other girl feel better. It was a completely ruined experience for myself and my 7 yr old. And this was the first time in a long time that just the two of us were able to spend alone time together. I did leave a complaint on their "Rate your service" Machine. I explained the situation. And even filled out the area for someone to contact me regarding this, but no one did. So I'm assuming if anyone received the complaint it was the lady that was so rude, condescending and unprofessional for completely humiliating the girl who made an honest mistake. She just didn't hear my quiet 7 yr old well enough. When it should've been this older lady that should've been feeling ashamed and humiliated. Very uncomfortable...

The staff working on 18 feb around 8:00 p.m is totally unprofessional. We ordered three beyond meat combo, 2 with sweet potato fries and one with poutine. They handed us the drinks at the window and we waited for are around 10 minutes for the order and still we received wrong order. We went back to drive thru to get it fixed. The staff member named ( Pardeep) asked us to pay the difference and told us they did not got it wrong but it was us who ordered wrong and just for the record we are regular customers and we know what we want in our order also, they repeated at the drive thru speaker twice what we told them, but still got it wrong. The staff member never once used a word of apology instead kept blaming us.

When we asked for the refund, because are drinks were not carbonated anymore and the food was almost cold because of their mess. She told us we have to come inside the store for refund because they wanted to keep serving the cars behind us. We asked that you guys have driver thru for a reason and were told her code was not working.

When we came inside the store and still made us wait another ten minutes, while she was figuring out how the refund is done. That girl had a horrible behaviour, She was not ready to listen a single word we said and without letting us say anything she told us rudely that she can not give food for free, I mean we already paid 45$ why would we ask for free food.

We asked for our receipt and she declined that she cannot give us because we already got the refund and this is the first time we heard anything like this.

In this whole mess created by the team, she never used a word of apology. The rudeness and attitude she had was horrible, while she said that she herself was a supervisor.

A&W needs to train their staff better and only promote the ones who are deserving, we could have created a mess and asked for an apology but, we respected the fact that she is women and did not want to embarrass her in front of all the customers.

It’s shameful, if you work in customer service sector but do not understand what...

I used to manage an A&W back in the day, and I've always had a sense of loyalty to the restaurant since. I want so badly to love the food here, but there are a few constants that continue to pop up. This isn't directed solely at this particular A&W, it just happens to be the lucky recipient of this review.

Onion rings. The batter is constantly falling off in the fryer, leaving a crumbly mess. I can take you exactly why the batter is falling off. The membranes need to be removed from the onions before putting the batter on. That thin little piece of skin between each layer of onion has to come off, or it will come off (with all the batter) in the fryer. 8 times out of 10 there is no seasoning salt on the rings, either. I sincerely hope that A&W still hand batters their rings so that this problem can be fixed. And please tell all the other A&Ws!

Condiments on the burgers. Since when did A&W get so chintzy? I always ask for mustard and mayo, and it always looks as if the condiment was spread on and then spread right off the bun with the spatula. I want to actually taste the condiments I request, thank you.

Condiments in the bag. If we ask for condiments, please make sure to actually put them in the bag so that we don't ha e ti come back. I work on the road and eat lunch in the car, so it's not as if I am going home and have access to salt and vinegar.

A&W still has the best burgers, fries and onion rings, so long as protocol is being followed and ingredients get added that are supposed to be added. Consistency has been such a huge issue and I really hope the franchise starts to pay better attention and stop trying so hard to save time and money, therefore...