A&W Canada — Restaurant in Vernon

Absolutely awful. Genuinely one of the worst experiences I’ve had with customer service. I’ve worked in food for years and I know sometimes people just make mistakes, but what happened was unacceptable. First the line was crazy long, but whatever, I chose to wait, so be it. I ordered my food and asked to add jalapeño cheese to my wrap. They put cheddar cheese on the order screen. I clarified and told them I didn’t want cheddar cheese. They said it’s just how the system works, but it will be jalapeño. I also ordered a dipping sauce with my fries. I get to the window and the person is rude to begin with. Very short and snappy, but again, I get sometimes people have bad days. Ok so I get my food and check it and what do you know, they put cheddar cheese on my food and gave me an entirely different dipping sauce? Again, not a huge deal, it’s just some cheese, but I have some serious ed issues and I struggle with suddenly changing what I’m eating after mentally preparing for a specific food. So I decide to wait again in the line. I get to the order screen and tell them what happened. They tell me to come to the window. I’ve been here for a solid 30 mins now by the time I get back to the window. The person opens the window and just immediately says “we don’t have jalapeño cheese” rudely with no sorry, or anything else. Just uncaring. I asked “why didn’t you tell me that before you charged me for it?” Because it was an added charge I was happy to pay FOR THE RIGHT ITEM. She says she “misunderstood” me which doesn’t make sense but fine. So at this point I’m annoyed and tired and I don’t even want to eat anymore since it’s such a fine line to begin with, so I tell her, “ok then I don’t want this anymore?” Which I literally would have said to myself, and ordered something different, if they had told me they didn’t have the item I wanted, but they didn’t tell me that until after I had already paid for it which is super gross in and of itself. She just kind of blankly stares at me, so I ask for a refund. She stares at me again for a moment before taking the bag of food. She turns to another person (the rude one from my first time at the window) and tells them “they want a refund”. To which the other person literally says “seriously?!” In a super angry voice and then glares out the window at me. Like? YOU SOLD ME SOMETHING YOU DONT HAVE AND YOURE MAD I ASKED FOR MY MONEY BACK??? Anyway, so then rude one walks to the window and says one sec or one min or something and practically slams the window in my face. She takes forever, then opens the window trying to hand me cash. I paid with my card, but I understand some machines need like approval or whatever, so I just calmly ask, “you can’t put it back on my card?” And she said “no our machine can’t do that” and almost throws the money at me. I almost dropped it out the window. She super sarcastically said “have a great day” or something like that, I was pretty shocked so I didn’t catch the last thing she said, and then slammed the window again. I’m baffled. I have employees of my own and I would be so ashamed to see one of my team treat a customer like they treated me. Even aside from the initial frustration of the wrong order. Like I said, that happens and it’s not the end of the world. But to say “seriously” in that demeaning tone and then practically throw the money back at me? Grow up honestly. Do not go to this A&W, I’ve only ever had bad experiences here, but have kept coming until now. No wonder they are known for being...

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There was a time when I went to an A&W restaurant it was one of the most anticipated things that me and the kids were looking forward to, a nice family restaurant with excellent quality of service quiet and comfortable place to relax and enjoy the best hamburger fries and world-renowned root beer. That wasn't long ago, regretfully, it all changed for the worse. The loud noise was exasperated by the dragging of the chairs on the cement floor followed by the screaming staff at the counter for the order pick-up and children running around as if the restaurant is now a playground ignored by the parents and staff. Imagine trying to enjoy your meal in chaos and with unprecedented disregard for the family who just spent $80 for the meal we could not finish. There's got to be a better way of prioritizing the customer over the order pick-up protocol. The absence of any concern for the paying customer will eventually lead to the loss of all returning customers or hopefully a change in the way that the restaurant sets it's...