A&W Canada — Restaurant in Ottawa

I am writing to express my concerns regarding an incident that occurred at your A&W location at 500 Eagleson on November 9th, 2024, at approximately 2:18 AM. As an Uber Eats delivery driver, I arrived to pick up an order for a customer. During my visit, there were three male employees and one female employee present.

One of the male employees assured me that the order would be ready in just one minute. However, after waiting for 15 minutes, the order was still not prepared. I observed that the male employee who had spoken to me was laughing and conversing with the female employee in the back of the cooking area. This behavior led me to believe that the information provided to me was not accurate, making it difficult for me to decide whether to continue waiting or cancel the order.

It is concerning that the employees continue to accept Uber Eats orders that they are unable to prepare in a timely manner. This not only affects the efficiency of delivery drivers but also impacts other pending orders that need to be picked up and delivered.

I have informed the customer, Uber support team, and now your management about this issue. I hope that appropriate measures will be taken to ensure that such incidents do not occur...

This experience was completely unacceptable. I very clearly mentioned NO egg and NO meat-related sauces in my order and even confirmed with staff that everything would be eggless. Despite this, my order was served with egg mayonnaise.

This is not a small error – it is a serious violation of food safety and customer trust. When a customer specifies dietary restrictions, they must be respected without exception. To assure me that the food was eggless and then still include egg sauce (mayo) shows a complete lack of care, training, and quality control.

For a brand of A&W’s reputation, this level of negligence is shocking. Customers rely on your staff to follow instructions, especially when it involves dietary and ethical choices. This incident (Order #17937, today) is proof that your current processes are failing, and it raises serious doubts about the safety of your food handling overall.

I expect immediate accountability and proper corrective action to ensure this does not happen to...

Used to come here often but after waiting 5 mins at the front counter today, first in line and nobody said "hi be with you shortly" I saw the drive in person serve a few cars and keep taking orders and ignore me and the cashier working the front had her back to me the whole time doing fries and didn't even say "one momment" or "with you shortly" or even a small smile...no problem I will spend my money elsewhere. Too bad it used to be a nice spot. Edit went through the drive-thru last week out of need for a quick bite. Though last visit inside was not good at all, this time I was served quickly & very nicely by the clerk at the window. So changing my review as my food was hot/fresh & the clerk was genuinely nice and hard working. So simply put just go through the drive-thru, the focus is obviously on...