A&W Canada — Restaurant in Thunder Bay

I ordered two Mushroom Mozzarella Mamaburger combos at the Arthur Street drive-thru this evening and asked to have seasoning salt put on the fries. Knowing they screw up orders often, when I got to the window I said again “Can you please make sure the cook puts seasoning salt on both the orders of french fries”? The gentleman at the window said he would. Knowing they often can’t accommodate an order larger than beverages at the drive thru window I was prepared to be told to drive around to the other side of the building to wait for my order. I was right. I drove around, waited for about 8 mins and then was passed my order through the window. I got home and after ordering seasoning salt at the intercom, then stressing again at the window, there was no seasoning salt on the fries. The exact same scenario as the time I was there prior so I decided to call this time. I heard some faint mumbling on the other end so I asked “Hello,…is someone there”? I heard a very quiet,..”uh,..ya”. I explained the situation. The employee told me I could drive the two orders of fries back to A&W from home, bring them inside and I could put seasoning salt on them. I repeated what he’d said to confirm that’s indeed what I’d actually heard him say. He confirmed. That was the problem-solving and level of customer service I received. Not, “Save your receipt and we’ll make it right next time” but rather telling me I can, drive back from home again with cold fries, bring em’ inside, put the seasoning salt on, then drive back home to eat my cold, leathery meal. I didn’t get what I paid for,…again. ($29.99) I won’t be going back....

I had a very disappointing experience today. First, it took a while for someone to take my order. After paying at the window, I waited around 13 to 14 minutes for just two sandwiches — a Spicy Chicken Buddy and a Masala Veggie. When I asked how long it would take, the girl at the front said "2 to 3 more minutes."

I paid $11.29 and ended up leaving without my food because the staff seemed more focused on cleaning, closing tills, and organizing trays rather than serving me. There were no SkipTheDishes or Uber Eats orders, the front door was closed, and I was the only customer in the drive-thru.

Even if there were no patties ready, it shouldn’t take more than 7 to 8 minutes to prepare them. I understand delays if it’s busy, but that wasn’t the case here. A&W is a fast food restaurant, not fine dining — service should be faster. No customer should have to wait that long while watching staff ignore them to focus on closing tasks.

You really need to work on customer service and speed during...

Update on all A&W except for the mall, as I haven't been there in a while. I really hate getting cold food or food that's been under a warmer waiting for the next customer. I always preferred to go to A&W, and some friends would complain because it takes longer than golden arches.... I always said but it's cooked when you order it - not cooked and set under a warmer for you to get there. I would order delivery if I wanted cool to cold food. So DISAPPOINTED

Really disappointed withThunder bay Arthur St. Location because they premake everything. It's garbage!!!!!! Nothing was hot and my cheese was air dried!!!!! If I could do a zero for this location I would. If I wanted premade food sitting in a warmer I would have gone to McDonalds and paid way less!!!

The A&W by the Superstore was good last time I was there but I'll never go to the one on Arthur St. because of bad food twice. (Not spoiled food) I don't mind waiting because you know they're making your food and not taking it out of...