A&W Canada — Restaurant in St. Catharines

I have been going to this location for years and it has always been great. You saw the same friendly staff and your order was alway made quickly and correctly.

I went last week for breakfast for the family and this location is under new management and from what I can see all of the staff has been replaced. I ordered two all canadians and a pancake combo with a drink and hashbrown. When I got home I found that the hashbrown was missing from the pancake order and one of the all canadians was missing the tomatoes.

I chalked it up to new staff and decided to give them another chance.

I returned this morning to pickup an all canadian and it was a disaster. All of the new staff appeared confused and were running around not sure what to do. I witnessed an older gentleman who had been coming there for years return his sandwich as it was not made correctly. As always I explaned that I was taking my order home and did not need any cutlery, condiments or a bag as it was just a waste. After more than 10 minutes my order was finally done (not really fast food) and I was handed a bag with everything that I had asked them to hold.

I really miss the old staff and I will not be returning to...

Thank You for Your Outstanding Service!

I wanted to take a moment to express my heartfelt gratitude for the exceptional service provided by “Sukh Pal” during my recent visit to A&W. Your dedication and attention to detail truly made my experience memorable.

From the moment I arrived, it was clear that you were committed to ensuring every customer felt valued. Your friendly demeanor and willingness to go the extra mile did not go unnoticed. Whether it was your thoughtful recommendations or your prompt assistance, you handled everything with such professionalism and warmth.

It's rare to encounter someone who genuinely cares about their work and the satisfaction of others, and you certainly exemplify that spirit. Thank you for making my visit so enjoyable. It’s employees like you who make A&W a standout choice for dining.

Wishing you all the best in your...

Alas, I really like the burgers, the fries, onion rings and root beer, the "natural" (no steroid) products, and the French's ketchup, but ..... What's with the management policies and training? Summed up, their attention to customer needs is bewildering.

A recent example: I forgot my (widely distributed) coupon book at home, got nowhere with convincing the cashier to give me the discount anyway, and when I spoke to the manager they doubled-down on "I can't help you". This sour experience made me walk out and go to one of their many competitors. Customers like me come in for the whole experience (food, variety, service, environment), and A&W hasn't picked up on how easy it is to win, and lose a client... over a discount they were happily giving away to get you in the store. Please do better, and I'll increase your rating...