A&W Canada — Restaurant in St. Albert

I bought a Mama Burger combo and a Teen Burger combo on July 30th. When I got home, I checked my Mama Burger to make sure there were no onions on it. Sometimes they put them on. No big deal. It’s a preference, not dietary.

When I opened my burger, I notice what looked like two bites taken out of the patty before the burger was assembled.

Dumbfounded, I called the store and spoke to a supervisor. He offered to have a new burger made. I told him I could not eat from there again and possibly never will as I will always now have suspicion that my food will be tampered with. He said that I could come in later and that my order could be refunded. I was ok with that.

We didn’t eat any of the food. I couldn’t even drink the root beer!

I went in the next day and the supervisor I chatted to (different one) said that they had talked about it and the manager/store owner said that I had to bring in the food to get a refund. All they could do was make new food. Again I said that I couldn’t eat from there again. She called the manager and they offered to refund one meal or about $15.00. I took it because I wasn’t going to yell and fight with store staff. My issue now is with management.

I submitted a complaint form last week with A&W corporate to complain and STILL haven’t heard back from them.

It seems like they respond to online complaints so here I am.

Just an unhappy customer that’s had their food tampered with and been jerked around and left ignored trying to get a response from someone at A&W that cares about food safety and cleanliness.

Hope to...

Just left this place after a dysfunctional return. I got a lettuce wrapped breakfast sandwich (in the drive thru) and after taking it out of its packaging and taking a bite I noticed a small brown bug. Also noticed there were some weird black and brown spots on the lettuce so I inspected it further. The lettuce was covered in tiny black and brown bugs. Disgusted, I went back in and asked for a return and showed them the bugs as well as my receipt. Poor girl that was taking orders was definitely new and didn't know how to process a return. She grabbed her manager or supervisor who just took my sandwich into the back and left me and the girl at the front alone without telling her what to do. The manager tried to process the return, but put in credit, I corrected her and told her I paid debit. She basically muttered something about not being able to do it and tried to hand me a 5. I told her that with tax my order return would've been 5.25. She tried to tell me no and then just put 25 cents on the table and shooed me away with her hand. I wasn't even rude or getting agitated with her, I just wanted my money back because I was grossed out and didn't want to get something else from there because I will not be eating there again. So nasty and the way the return was handles was super...

I just visited and it was chaos as soon as I walked in. It was just after the dinner rush, but it seemed their drive-thru was packed. As I walked in, there were 2 persons working drive-thru and one (who seemed like she was the one in charge) was yelling at the other, poor girl was trying her best, she was all red, obviously embarassed. As I was waiting for my meal, they kept on apologizing for the wait, but I had not been waiting long. The one yelling was telling me there was a car waiting for their order for 12 minutes, and she was losing her mind over it, extremely worried about it. I understand that it is a fast-paced environment, I was a manager at another fast food restaurant in my youth and I understand the time standards that are expected when someone gets served, but you have to also keep in mind the customer experience. The chaos was created by one person, and everyone had to listen to her. The atmosphere was tense, although my food was excellent the mistreating of employees by the one lady who was at the front was appaling. If she was the leader tonight, she defenitely needs further development on that side as she totally missed the mark, a little kindness with your team could...