A&W Canada — Restaurant in Russell

Having been a regular customer, I can confidently say that the service at this A&W is consistently top-notch. The staff is always friendly, attentive, and quick to address any concerns. Today, for the first time, there was a minor mistake on my order. However, I must emphasize that I'm not writing this review to complain; quite the opposite, in fact.

The way the staff handled the situation was impressive. They were swift to correct the mistake, and their level of politeness and professionalism throughout the interaction was commendable. I understand that perfection is not always achievable, especially in a fast-food restaurant setting, and mistakes can happen. But it's how those mistakes are rectified that truly matters, and in this regard, A&W excels.

Having worked in the industry myself for about a decade, I can empathize with the challenges faced by restaurant staff. Dealing with rude customers and navigating sometimes inadequate leadership can create a very stressful environment. Yet, the team at this A&W remains dedicated and maintains their high standards of service.

Beyond the exceptional service, the food consistently exceeds my expectations. It's always fresh, flavorful, and prepared to perfection. The cleanliness of the restaurant is also worth mentioning – the place always looks immaculate, adding to the overall pleasant dining experience.

I want to express my heartfelt gratitude to the staff for their hard work and commitment to providing excellent service, even in the face of occasional challenges. Their efforts do not go unnoticed, and I truly appreciate the dedication they put into their work.

In conclusion, I have no hesitation in giving this A&W restaurant a well-deserved 5-star rating. The exceptional service, delectable food, and immaculate ambiance make it one of my favorite...

Update: Disappointing Yet Again

2025-04

After two years away from this A&W due to consistently botched orders and poorly made food, I thought I’d give them another chance. Big mistake. While they didn’t screw up my order this time, the experience was still a disappointment. I specifically asked for untoasted buns to avoid the over-toasting from before and to hopefully have freshly made burgers. Instead, my burgers arrived in a shocking 1-2 minutes—there’s no way they were made fresh. This was confirmed by the patties being so cold that the cheese didn’t even start to melt! See the pic for proof.

The bacon strips? More like bacon bits! (also in pic) And as if that wasn’t enough, they skimped on the mozza burger sauce, leaving our buns with maybe 40% coverage. Before you think we were too lazy to spread it around, it was spread so thin that it could easily be mistaken for coloured bread. The single layer of lettuce was the least offending bit. All other A&W stores are able to spare at least two layers of lettuce. Are there serious cost savings to be made in reducing single slices of lettuce?

This location is clearly struggling, and it shows. I won’t be returning again. Save your money and go somewhere that actually cares about quality!

Past Review 2023 - ADVISORY: INSPECT YOUR FOOD BEFORE YOU LEAVE (because they certainly didn’t). Came here in the middle of the afternoon on a weekday. Zero cars in the drive through. … We didn’t receive any chipotle mayo for our yam fries; which were also very undercooked. The onion rings were somehow burnt and, at the same time, undercooked on the inside; with a doughy taste (images attached). Sadly, we didn’t realize it until reaching our final destination. Disappointed that the quality couldn’t be maintained even during a...

Most of our visit in this location has been good. Great deal in app and food is great. Our last visit, we had a missing Makegood bar in our kid’s meal. They explained they ran out and couldn’t exchange with anything. It was a bit disappointing as my kids love them. After emailing the manager of the store, they apologized and offered us a free kid’s meal for our next visit. Happy with the professionalism of the person in charge.

One thing to note is that there is only 1 high chair for baby/toddler so you might want to bring a portable one in case someone else is already using it. The location is connected to a convenient store and not very big, but I’ve never seen it super busy to the point that there are no...