A&W Canada — Restaurant in Ontario

Update: Tried it again, service and food has improved. Great to see and experience. There have not been any issues with orders like in the past. I would recommend

We have stopped eating at this location. The last 3 visits the veggie burger was mushy and underdone, there were mistakes in the orders (all 3 times) and temperature issues (cold food) and the last time when we went back to correct the order 2 of the bags of fries were way under filled (literally 12 fries in one bag and 9 in another. Which we didn’t see until we returned back home. The service and quality have really gone done at this location. As well inside the restaurant is often grungy. We still enjoy A&W just not at this location. We have been coming here for quiet some time. The turn around of staff is very quick. We have had some kind customer service and we have had some that is really lacking, the last 6 months has been particularly awful. We ordered last, about a week and a half ago, got home and one of the orders was incorrect. So we had to drive back (15 min each way). Shannon was a touch snooty and lacked customer resolution skills. I asked if it was possible to get a refund and she said only the manager can give refunds and there is no manager in. In that moment I felt I understood the turn around of staff. Over worked and under supported by management. I have never seen a manager in. Only ever a cook and a cashier/server and this location can get really busy. This location also does not seem to support coupons, every other location I have been too from Huntsville to Toronto. Although different customer orders they will only process one coupon.

Further to the review they have again had a turn around of staff. Seems to be flowing better and the experience has been much...

Went to drive thru at 8:05 pm on Friday night. Ordered 2 chicken burgers and 1 onion rings for an outrageous $29.58. At the pay window we were told to pull at the front door and wait 6 min. She would bring the order out to the car. There was a car parked there so we parked before the front door. When she brought out order she went to the parked car first then realized it wasn’t us. She came towards our car, threw the bag through the driver window and said next time park in front of the door and she walked away. We tried to call her back but she refused to come back. We drove into the drive thru by again to tell her how rude she was and that next time she should tell you the order will take longer then usually so you have a choice to change your mind. She refused to talk to us at the drive thru and just said have a good night and walked away

This is horrific service and she should loose her job if she doesn’t treat paying customers with some respect. We will never use...

Unbelievable the tone of the staff member through the drive thru speaker. We were asked to wait but we waiting too long so said “hello” in the speaker and were told in a very curt voice “can you give me 2 mins”. We reversed out of the drive thru due to the tone this woman used! I called and asked for the manager. Heard the girl who answered the phone say “they want a manager” and then all this laughing. Well guess what the manager WAS the staff member who spoke to us in the curt voice in the drive thru! How did I know that? She used the same curt voice with me! Obviously this location can’t handle orders efficiently. There was only one car ahead of us! Not to mention their manager needs some training in customer service. Doesn’t matter what nice words you say if you say them with a bad tone it’s horrible...