A&W Canada — Restaurant in Tillsonburg

My wife and I are fairly regular customers at the Tillsonburg location and always enjoy our visit. The staff are friendly and helpful, the food is hot and tasty and the price is right, What more could you ask for? Until today that is. We ordered 2 Teen Burgers and an order of fries. The burgers were fine if not hot enough, but the fries, served the the little fry basket were tiny, the portion that is. Any other time we've ordered the fires there were enough for both of us, but this time the portion was so small I had to order another. The second order came in a paper sleeve and there were at least 3 times as many fries as in the first order. For the same price. I asked if there were different sizes and was told no. What gives?

My other issue was with the service this time. The server, Sam, was not very friendly at all. I understand she's new and in training, but she could have smiled. When I told her that we wanted our burgers customized her face fell, and when I asked her about the portion size she looked like she wished I would just go away. Having owned a food service business for 23 years, I am very sensitive regarding customer service and consider this the most important part of the meal. If there is a problem with the meal but the server does her/his best to correct it it can be forgiven. But id the service is not very good, no matter how good the meal is could ruin the experience.

Anyway, I thought you would like to know so that any issues could be rectified before...

Terrible service at this location. If you have burgers on promotion, maybe have them cooked and ready to go faster than 20 minutes. Just spent 10+ minutes in the drive thru with 2 cars ahead of me for one Mama Burger with 2 condiments. Waited so long I turned my car off, it was bad. Got all the way home to find a fully loaded burger. Went all the way back to the restaurant with only one car ahead of me and waited another 10+ minutes. I asked if I could have my money back or maybe get some fries for the inconvience and for how long it took to receive my order correctly, and the fact that I got all the way home and had to come back, and they couldn't have cared less. Their response was "everyone has been waiting that long". How is that acceptable to you? A 20 minute wait with only a couple people in line for ONE burger?

Other experiences in the past have been bad, but not this bad. Their onion rings are always burnt and overcooked, they have rude staff who don't care about their job or making customers happy, and the wait times are ridiculous.

Never...

Mon, Aug 5/24, My sister and I were traveling through Tillsonburg this morning, "trying to find" an open Restaurant, for breakfast. Easier said than done !!! About to leave Town, we spotted the A & W on Broadway, in Tillsonburg, and drove in. Spacious parking lot too ! Restaurant was busy, and "Liz" was on duty as Head-Server. Alone at the time, she worked the front-counter, took orders, served orders, re-filled coffee cups, worked the cash-register, worked the head-phone set for the drive-thru, served the meals through the drive-thru window, OR, carried them out personally to the waiting customer in the pkng lot. Liz did an amazing job ... was polite, professional, kind, and had a welcoming and warm smile. NEVER one word of complaint !!! She just handled it all like an experienced and super-efficient employee. We were blown away by her work-ethics and capabilities ! The meal was served hot, and "everything" tasted great !!!! Would definitely recommend this Restaurant. "Liz, you made our visit so worth-while !!!! Thank-you...