A&W Canada — Restaurant in Stony Plain

I went thru drive thru and ordered a kids burger meal the gentleman taking my order asked if we wanted cheese and i confirmed yes with cheese please. As it was for my daughter, when I parked to give it to her it only had ketchup on it, she was very upset as we don't get take out very much. So I went back and went in and mentioned that we had ordered the kids burger with cheese, instead of them saying 'I am so sorry about that ma'am let us whip up a fresh one' I was told 'well your receipt doesn't say with cheese' I informed her that despite what the receipt said I had specified cheese. I was then told that if I wanted cheese I could pay for the cheese and they would give me a slice to put on my now cold burger. I do not blame the lady helping me as she was young and very unsure how to handle my request, and like a responsible employee she went to her manager and yes I heard him tell her that. I could hear in her response that was not what she was expecting him to say and I could tell she was uncomfortable telling me that. The manager did come to the front but instead of introducing himself which would be courteous, kind and professional thing to do, he took over the till and pointed to the debit machine for me to tap as I DECIDED to just buy a whole new kids burger with cheese so my daughter could have a warm cheeseburger on our way home to Wabamun. The manager didn't say one word except have a good night when he handed me the cheeseburger that I had to turn around for, actually go into the store (which defeats the whole point of going through the drive thru), be treated as if what I was saying was a lie plus be charged another $3.00 on top of the $23 for what I asked for in the 1st place. So disappointed and frustrated as with the stress of COVID and Christmas, you would think that someone would be kind especially with a business and the way they treat their customers. Won't be going to that location EVER again! Plus because i work in a government building within walking distance I can guarantee that anyone I work with won't be walking there for...

One thing I like about A&W is their product is consistent and consistently good. What does vary from location to location is SERVICE. Today in Stony Plain, that service was awful.

I went through the drive-thru and placed my order: A bacon and egger sandwich.

When I got to the window the lady inside received my money and as she went to hand me my change I asked, "Please hand me the bills and coins SEPARATELY" (So that I don't risk dropping something. I'm not able to easily grab and hold onto money when handed coins and bills together.)

The response from the drive-thru employee was to turn around and close the window. She didn't say anything. Just closed the window on me and turned away. How bloody rude!

After a bit she re-appeared with my change. I asked her why she closed the window after I made a request and to please get me her Manager. I get told that her manager is on break. Wrong answer. After a moment the manager appears.

From the manager I get the explanation that the employee was taking an order (and not paying attention to me) when I asked her about the change. The manager ends her spiel by saying, "It's okay."

What's okay? Did I just get told that it's okay that the drive-thru employee closed me off after asking a question?!

One thing is certain: The manager seemed more interested in avoiding conflict than addressing my concern.

This is the second time in the past few months that a staff member at this location have been rude with me.

The owner of this location really needs to know what is going on in his restaurant. I've tried to reach this restaurant several times today by telephone to get owner contact information. Each time I get a voice mail asking me to please ring back.

I'm not convinced that the owner or management at this location wish to be contacted. I'm not...

Seriously disappointed! We went through the drive thru today at 3:30PM and were waited on by a middle aged woman with long dark hair and a strong accent (these were the only stand out identifiables I can think of as I didn't have her name). We were instructed to wait around the side for our order so we drove in back as usual (we have been coming here since the restaurant was built and that was considered around the side). When she brought the order out to us she very rudely said to my husband "I TOLD you to park around the side, you know in FRONT of the restaurant!" We were shocked. Never have I ever been scolded by restaurant staff. It was completely out of line! The best we could figure out, parking where we did (where EVERYONE always has) meant she had to walk a bit further to deliver our food if she went out the front door. As a side note, the front stalls were packed and the back had space to park so even if we went to park where she 'prefered' we would have had trouble getting a stall. I realize that working fast food service is a tiring and sometimes thankless job, but to scold your customer because you wanted them to save you a few steps is beyond inappropriate. If there was another reason for this poor behaviour we failed to see it. There are so many food options in Stony Plain, we won't be returning if this is the level of service we can expect. What a stark contrast to the Tim Hortons right across the lot! I think management needs to reinforce what good customer service involves if this is how servers treat...