A&W Canada — Restaurant in Toronto

Dinner at A&W, (a night of comedies)

3 of us went for dinner at the A&W #4989 located at 3571 Sheppard Ave. E. in Scarborough. When we arrived there was a very large argument at the front counter between an irate customer and the cashier. It wasn’t being handled properly and they were screaming back and forth for at least 8 minutes. We had to wait while they fought, coming just short of blows, in front of the many customers. The noise decibels were incredible. In the end the customer was right and the employee finally admitted his mistake. The customer felt he had to explain to everyone why he had made them all wait and proceeded to show each patron his receipt and why he was so angry. By now the line-up was out the door. It was still 10 more minutes before we could order as they seemed to mess up every order before us and including our own. Our table was really dirty and we asked for it to be cleaned or something to wipe it with. The same guy from the till came over with a rag and made it much worse. Now it was really sticky and had a horrible smell that wafted up into our faces. We had to cover the entire surface with a roll of recycled paper towel that we found at the back, it stuck no problem. Our food finally arrived and it was all cold. Cold Teen Burgers, cold fries, and the greasy cold onion rings were all shattered with the batter falling off of all of them. The bacon on the Teen Burgers had a distinct fish flavour, and not fresh fish but a stinky fishy smell, so we picked it off. We ordered a side of gravy but it came lukewarm with the consistency of gelatin. Our order was short of one A&W Root Beer and we had to ask for it. We were also supposed to get an Apple Turnover with our meal and never got it, forgot about it, and only realized later. We went to get ketchup and the pump machine was empty so we asked for to-go packs of ketchup which were difficult to get in all the mayhem. We asked for trays when we first ordered because we were going to dine-in, but our food came in bags. There were no napkins in the bags and all three of the napkin dispensers were empty. We realized there were no forks and there were none to be found. Upon leaving, I went to use the men’s washroom and stepped into, by far, the worst john in Scarborough. The toilet was clogged and overflowing with soiled paper coming down the sides and brown water and urine all over the floor. No warning sign on the door! I ran out of there and had to skip the facilities. There was nowhere to put our garbage because the bin was also overflowing so we threw it on the counter back there with the rest of the piles of garbage, dirty trays, unwashed mugs and left. On our way out we laughed at an angry senior who had disassembled the ketchup machine at the back and was trying to squeeze the last bit of ketchup out of a deflated bag and swearing. The oblivious employees were blissfully unaware of the situation. We are still laughing about this perfect ending to a night of comedies at our dinner out to A&W. It would be so much easier and better to just stay in and cook for yourself. NEVER AGAIN! Does A&W stand for “All Wrong”? A health inspector would easily shut this place down immediately. Big Update! Got contacted by the manager who told me to come in and he would make it up to me. I came in and 2 women were working. Place was spotless and the atmosphere was relaxed and peaceful. I relayed the information and the service was fast and excellent. The burger was fresh and hot with lots of toppings and my fries were piping hot and crispy. This just went from the worst A&W experience to the best. Thank you Kreny and Bansari, you both are amazing. Great food and great service. Two thumbs up on this one. You are lucky if you come in and these two ladies are working. And.. Thank you to the manager Aqeel for making...

I placed an order through the app while in the parking lot of the restaurant. When I went in they weren't getting the order in when they looked on my phone to confirm it went through and the address was correct which it was. They then asked me to look at the orders through my profile under orders and then we see the address someone was changed to the Warden location. They stated since the stores are privately owed they weren't able to switch the location or cancel order I'd have to call the Warden store. I did and explained everything to them but they said they couldn't cancel it or refund me I'd have to go in there which was out of my way. The man at the Sheppard store was so helpful and tried to help with the issue as he did see it was an issue with the app as he saw the completion screen which shows his address where I did place the order but also saw the Warden address in the order section of the app. My email confirmation was the correct address as well so the issue was the app. He knew I wasn't going to go to the Warden store so offered me a free mama burger and drink for all the trouble I was having, which he did not need to do as his store didn't receive the actual order and the Warden location made the money with the product being picked up. I want to give a shout out to this gentleman which I think might of been the manager for doing that for me. I now have to wait until tomorrow to receive a call back from the Warden store regarding this. I have also contacted A&w Canada regarding the issue...

The service at this location has gotten dramatically worse in the last year or so. If you are expecting your food to come fast at this “fast food” restaurant; you should probably venture elsewhere. Will take at least 10 mins for your food even when the place is totally empty. This seems to be A LOT more common lately. Additionally, I was served a root beer that WAS ice cold as advertised, unfortunately it was as flat as the earth in the 1600s. I dumped most of it down the sink while I waited for my food and asked for a refill of ice tea when I finally received my order. I was advised that “there are no refills on coupon orders”. This is not outlined anywhere in the app (where coupon was scanned). After stating that I dumped most of it down the drain because it was flat she laughed at me and said “(she) would do it this time for (me)” as if she was doing me some grand favour.

Dear management: please do better so that I don’t have to waste gas driving to the next location or a different restaurant. Girl with glasses at the counter needs more training. Specifically on operational efficiency and customer service. Refusing a single refill on a fountain pop with a COGS of a few cents at the risk of causing an unhappy customer is the epitome of business stupidity. See you next time. I hope it...