A&W Canada — Restaurant in St. Thomas

CHECK YOUR ORDER BEFORE YOU LEAVE!!!! We went through the drive thru to order dinner for our family. The cashier was Jeanette. We ordered Burgers, Fries, Onion Rings, Drinks. 2 of the burgers were Beyond, and 2 of them were Papa burgers. We made sure to state that one of the burgers needed to be plain. We ordered 4 fries, 2 onion ring, 2 drinks. After every pause the cashier said "is that it". We felt extremely rushed. When we got home, we were missing 2 fries and one of the burgers had condiments on it. We distinctively remember ordering without condiments (picky eater). I called A&W in St. Thomas to let the person know and she started arguing with me about what we ordered. She insisted the burger was ordered with toppings and there were only 2 fries on the order. I told her I know what we ordered and we were shorted. She kept on arguing. I didn't feel like this was getting me anywhere, so I contacted head office. It is now 4 weeks later, and I still haven't gotten a response. I would have been okay with an apology and a proper made burger since we are all human and do make mistakes.

Store #4224, Date March 19, 2022...

I wanted to take a moment to thank the staff at the A&W who served me in the drive-thru this evening after their staff meeting. The customer service at the drive-thru was exceptional! Thank you for your friendly, pleasant conversation and thoughtfulness! I really appreciate that you took a moment before I left to reiterate my special instructions to ensure you and your team understood them correctly. That’s very much appreciated! I also wanted to commend the staff who prepared my food. It’s the first time my entire order was still super hot, well-crafted, fresh and absolutely delicious! It was very evident to me that everyone was eager to provide 5-star service and I wanted you all to be recognized for your care, conscientious, and hard work. I worked in the service industry for over a decade while also going to school full-time. It can be very tough and thankless at times. I understand all too well. So please know this big THANK YOU comes from my heart! (Give them a raise, boss!) You...

The reason why I give this place a 2 star is because for the last year we have came here to order milkshakes and they always told us the machine is not working. We called in to ask if it was working as we were told it would be in the next week. When we called to ask they pretended they couldn't understand so they didn't have to answer. They tossed the phone back and fourth before hanging up. We called back and this time a man picked up the phone and stepped away because it was so loud. He was disappointed about their behaviour. He told us the machine was working. We walked there and they hastened in fulfilling our request until the man stepped up and said the machine just had to be cleaned. Another insistent was when we walked into find absoulty nobody to help us. We walked to the back to find one of the workers sleeping bobing away to music. Once he saw us he refused to help us saying he was busy on the phone and finally a girl...