A&W Canada — Restaurant in Saint-Lazare

Totally a messed up place A few teens trying to work hard, but really struggling to cope up... Had to wait 10-12 minutes just to get a chance to place my order after the last customer. The lad taking orders went busy in serving earlier taken orders. Didn't show interest to take my order. He was behaving like lost, not sure what to do. Realized he made something wrong in taking one of the earlier orders, and somehow fixed that.

I tried to order a medium coffee, they didn't have enough for a medium, so asked me to take a small. By looking at the coffee pot I couldn't dare to order any, probably that was made 1hr ago. On top, they didn't even show any interest to say that if I could wait for sometime then they can make a fresh one! Probably, they were running out of coffee stock???!! Not sure!

I asked for a receipt! The last mistake, never should have asked. That lost teen, just simply said sorry "we are running out of paper". This time I had to ask, "there is no roll in the whole store even?" Then very reluctantly he got a roll and tried to put the roll after 2 minutes of struggle to open one end of it. Then tried to fit it into machine. Guess what, he wasn't event taught how to put a roll into a machine. He calls up a co-worker. She was also clueless. Then he calls for another girl. Finally, someone in the store was able to do it. Comedy was not over yet. Probably, that lad at the counter didn't put the roll for last 20-25 orders. All those receipts started coming out. He was so smart kept checking almost every receipt if that was mine (even though I was the last customer till that point he served). Also I failed to understand why did A&W ordering machine allowed taking orders without printing receipts. Generally in Wal-Mart if the printer goes out of paper whole setup stops working. Not sure if this was a 'trick' to by-pass the tax.

Finally, I was able to place my order. Then thought of giving feedback at the customer survey machine, which I generally do in Ottawa and already given 5/5 rating twice, and a Google review. But this time obviously it wouldn't have been same. But that machine was also as good as other services. The touch doesn't even work, couldn't see any option to change it to English, after 4/5 attempts I drop the idea of giving feedback.

Store manager I believe you need to do a lot work sir.

Finally, I went to Tim's to get my coffee.

Probably, a way to big review for such small coffee shop, but...

I had placed a mobile order in the app and when I arrived to pick it up I was told they had closed early and when I asked about a refund since I had prepaid, I was told the app could cancel my order. After spending 30 mins trying to find where to do that, I realized it didn’t exist so I tried to find somewhere to contact a human being and finally found a place to fill out a form. After multiple days I finally received a response from the manager saying they would make my order if I came back. Unfortunately I was on a road trip and so I am now thousands of kilometres away and that is not possible. They have said they would “look into the process” of refunding me but I am not convinced. For the $25 for chicken strips, root beer, and pie, I am extremely disappointed with the customer service and will definitely be staying away from A&W for the foreseeable future. I just hope to get that refund for the food I never received. I’m not angry at the workers because they were doing the best they could, I am upset with A&W itself for how difficult they have made something that should be simple. Just be careful with mobile...

Rolled in just before 8:30pm this evening. Big line at the drive-thru, so we tried inside. Front door was locked, then we noticed the dining room closes at 8pm, but there was a big neon sign saying the drive through is open, so we got in line. Line didn't move for 20 minutes. The cars in front of us eventually gave up one by one. We get to the speaker and sit waiting for five minutes. Nothing. All the screens on, all the lights on. Pull up to the drive-thru and see two staff inside. Honked three times and they completely ignored us. One of us knocked on the window next to the drive-thru and they finally opened the drive-thru window and told us they are closed. The sign right on the window says the drive-thru is open until 11. No explanation as to why they are closing early, no apology whatsoever, they just close the window on our face. Meanwhile there is still a big line of cars behind us that are about to go through the same thing. At least turn off the screens, lights, and big sign saying the drive-thru is open if you are closing early?!? All in all wasted 30 minutes with starving kids...