A&W Canada — Restaurant in Ontario

It has been a few weeks since I visited this location, which is usually a busy spot. Both the dine-in area and drive-thru were lined up. We were in town for a medical appointment for our dog nearby, so we decided to use the drive-thru to order our food. After placing our order, we parked next door. However, I realized I paid for a double burger but received a single.

Instead of going inside to return it, I noticed there wasn’t much standing room due to the crowd, so we opted for the drive-thru instead, where there were only four cars ahead of us. When I reached the speaker, I explained the issue. By this time, our food had been waiting for over 20 minutes and was cold; I was not happy but thought I could just switch my burger and move on.

The employee handed me a patty—just a grey patty in a bag. I knew that wouldn’t be acceptable. He simply said they were too busy, and if I didn’t like it, I could come inside. Fine, so I parked again and went in. The counter person and the manager were both pleasant. The manager instructed the staff to make all the food fresh. I thanked her and left, but once I returned to the car, I discovered I had the exact same problem as before.

I went back inside again. I was not impressed but tried to keep my composure. I told them to just take the burger and add the patty, and that would be fine, as everything was still “hot.” However, it wasn’t hot; the fries were soggy but warm, with some having frozen tips. The burgers were upside down in the bag, and the condiments were leaking out. It was a mess.

I decided to message head office because this is not how any experience should be—especially considering it was $45 worth of food for my family. I plan to return, as A&W is one of my favorites and not available in my hometown. Next time, I will check at the register rather than just taking their word for it. Please learn from this experience and do better next time. As food becomes more expensive, expectations will rise, and cold, soggy food with missing items just...

Have eaten there 3 times it gradually got worse. First time fries and burger were luke warm, seccond time fries were hot outside outside and cold inside and the onion rings were burnt aswell as my burger looking like they dropped it then shoved it in a bag. The third time was the worst! The pop we got in mugs was flat so we brought it up to the counter and we got a durty look from who we thought was the manager just refilling it. We didn't bother taking it back the third time but told a staff member cleaning, it was flat and that she should check the carbonation. She went and talked to the same lady and she shot us even worse dirty looks and still didnt see anyone fix it but the table beside us who just sat down said it was flat also. Our chicken burgers and strips were cold so were the onion rings but we didn't get them replaced because it looked as if they'd spit in our food everyone was miserable and it wasnt even busy. I've worked in fast food and I know how hard it is but at least fix the problem people complain about because more people will complain also. Not going back ever! When you pay that crazy price it should at least be hot food and...

So, today we stopped in for lunch. And it's busy as to be expected with the orillia fair going on. But what i saw while there blew my mind. The drink despenser was missing one of its little black knobs that controls the syrup to water mixture. ( Fuze ice tea ) it was spraying all over when used. Once an employee was notified. ( the cashier) walked over to find the little black peice on the ground under the table. Without a second thought she whipped it on her shirt and stuck it back onto the machine. 🤯 didn't take it back to rinse with warm water or bleach just stuck it back on the machine. I worked in restaurant/ kitchen and that is soooooo bad. Please have a word with your employees about the significance of clean kitchen / clean surfaces for dafe operation of a restaurant. The employee in question was a female with black and blonde strips in her hair. Sorry to call you out but that's not using your head.

Also 1 small garbage can inside is ridiculous. Have one by the door I had to walk through 10 people to toss out my trash while they waited...