A&W Canada — Restaurant in Richmond Hill

I'm a big fan of A&W, however this particular location ruins the experience due to slow and poor customer service. The first few times I went (not too long after they opened) it was fine. The last few times however were far from desirable. On one of these occasions I went with my family to order 4 hamburgers for dine in, it took no less than 30 minutes to get our order (there were only 2 other small orders being processed, there was no excuse). On another occasion it was the drive thru. It was at 8:30pm, there were no other cars, it took about 5 minutes for someone to acknowledge us. Once they did, they actually said "It's going to be 10 minutes, are you sure you want to order?", I've never been to any restaurant where the employees give you the option to simply leave. We decided to order 2 teen burgers. Upon pulling up to the window we waited the 10 minutes (which was fine) and noticed 1 other couple ordering food inside, no other people were ordering, just 1 couple. Then a cook (I believe) came to the window and said "we don't have any regular patties, I can give you 2 smaller patties, it's basically the same", we said sure as we were hungry. Upon receiving the order it turned out that there were 2 comically small, cooked to a crisp patties that were about 30% smaller than the bun. This is sad since I love A&W, the ownership at this location need to get their act together, I'd like to have A&W remain in the area but if this service continues I doubt it will survive...

Paid for bacon and cheese on 5 double buddy burgers. Only got one double buddy with bacon and cheese, the rest were just regular buddy burgers, not doubles. My sweet potato fries were soggy and greasy, put them in before the grease was up to temperature. I understand it was late when I ordered so waiting was no issue. But then when the employee is mad at me for making my order at night when the place is open for a long time after I came I don't know how else to feel besides disrespected. Came again recently and had to deal with an employee who was rather impatient and rude. She didn't have a name tag on. After hassling my friends saying they were a dollar short, not getting our order right. Telling them she gave them drinks while we're waiting and getting upset thinking she's in the right. Her attitude was beyond rude and distasteful. My burger did have bacon and cheese this time. But dealing with employees who don't care about there job and get away with treating everyone like trash make me not want to come back. Another customer had his girlfriend order for him and he said "make sure no onions because she always messes up my order" clearly it's not her first complaint and other people don't like to...

I'm a big fan of A&W but very very unsatisfied with this locations speed and service. I did the mobile order since I was in a little bit of hurry, I got there to the drive thru line they kept me waiting for a good couple minutes before even saying anything, I called him again to ask if I need to wait since I've already ordered, without letting me speak he started explaining how it's so busy and he's the only one working! Then he tells me my order is not ready yet without even asking my name! while the app says its ready!! he tells me ALL apps not just A&W would say your order is ready while it's not ready yet!!!!! Then I asked how long is it gonna be so maybe I can come back instead of waiting he goes to ask the kitchen and say "couple more minutes " !!!! Then he says not it's actually ready ... never even apologized, very underwhelming, very unorganized... I understand you can't expect much from young kids who are probably also new at the job, specially if they are working by themselves,but it's the management's job to make sure they have better sense of urgency and customer service. It's too much pressure on young and new staff and a bad look front of the...