A&W Canada — Restaurant in Richmond Hill

0/5. Terrible service. Placed a mobile order and waited 10+ minutes until my order showed as “order ready” on screen. Went to the pickup area where everyone was clearly picking up their food but my order didn’t come. Waited another five minutes and when I complained to the server I’d been waiting 15 minutes she immediately pushes back saying “it hasn’t been 15 minutes” instead of apologizing and asking which order I’d placed. Because, of course, she must know every face who’s placed every order and tracked the times correctly without a second thought up until that point right? So I tell her it’s taking too long, and she proceeds to make the excuse that they’re cooking my food fresh so I can enjoy it fresh. Lol. When she finally brings food, I’ve pulled up the order on my phone to show her it has in fact been more than 15 minutes since I’d placed the order. She then realizes she’s brought the wrong order (which was weird because hey I thought she’d already knew what I’d ordered when she told me I hadn’t been waiting that long) and told me I had to pick up mobile orders on the other side of the counter that wasn’t marked with signage in any way. Lol. Now of course, she hasn’t brought a root beer that I’d ordered so I tell her, and she points to the kid’s meal we also ordered and tells me twice there’s a drink inside. I have to say “no” twice, before she finally gives me a root beer. Christ. Not once through this entire exchange did she apologize or acknowledge anything I was saying. All excuses and zero grace. I like A&W food. But I will NEVER buy food at this location again, and will seriously consider cutting A&W out of my life completely, out of spite. That’s how disappointing this...

I recently visited the A&W Canada location at Hillcrest Mall and had a mixed experience. The quality of the food was okay, aligning with the expectations one might have for a fast-food chain renowned for its burgers and root beer. However, the visit was marred by what appeared to be a significant understaffing issue. Even though there was only one customer ahead of me in line, I ended up waiting more than 10 minutes just to place my order. Regrettably, this was not the first time I've faced such a delay at this particular location; it's the second instance I've noticed the problem.

The prolonged wait times are concerning and suggest that the location is struggling with staffing levels, an issue that management urgently needs to address. In the fast-food industry, speed and efficiency are crucial, and when customers experience long waits with minimal lines, it negatively impacts the overall dining experience. While the food meets standard expectations, the service pace and availability of staff significantly detract from the convenience that fast-food establishments strive to offer.

I hope to see improvements in staffing and service speed at the Hillcrest Mall A&W. Addressing these issues would greatly enhance the customer experience, reaffirming A&W's position as a preferred choice for those seeking quick and satisfying meals. It's crucial for management to review and adjust their staffing strategies to meet and uphold the service standards their customers expect and deserve.

P.S: I was in the line at 6:10 pm, got my order at 6:50 pm! Just imagine waiting for so long with a 4 year...

ordered extra large coffee via app

-arrive and it's in a small cup; I said an ordered an extra large, so the worker inexplicably pours the same coffee into a MEDIUM cup and pours more coffee into that cup.

-not only did she get the size wrong, she did adjust the amount of sugar and milk

-fed up, decided i'd just take the issue with head office, but boy that was a mistake

-owner calls me (seems like A&W locations are franchised), apologizes, but offers nothing in the form of compensation (e.g., coupons).

-i suggest some sort of coupo or vouncher, she agrees (nov 7), but late december, nothing arrives. I follow up twice, but my emails are disregarded.

-so, I complain agian via the web site, then she finally responds! LOL!

-fyi, seems like she has a location on highway 7 so avoid that one

-on a positive note, the male, young manager (I think) is nice at...