A&W Escape Penang — Restaurant in George Town

We went to A&W Escape Penang near the Monkey Business activities on 24/12/2024 (2 days ago) around 1-2pm, and our order number was 4821. We waited for almost an hour, and it turned out they weren't preparing our order yet because they received too many orders. Then, we ordered 2 RB, but they simply changed it with orange juice without asking/informing us that RB was out of stock. We're really offended because we could see that the customers that ordered after us still got their RB. While I was asking about our food, 2 ladies grabbed our food because the number written on the bag was 4829. We could clearly see that it was the staff's mistake for mixing our order numbers, but she asked the ladies to pay us instead of apologising to all of us. When we ask for one of our order which is the coney beef combo, the staff wrote the other order number on the box which actually belong to someone else, but she insist for us to take it and said that don't look at the number, just take it. The other staff also blamed us for not picking up our order, saying that they called us several times already. It was not our fault because we sat right in front of the counter and they didn't call our number even once, and our food was not ready yet, they're still preparing our food, so how come they said that they already called us? Finally, we could hear the staff badmouthing us in front of us. It was a very bad experience for us with A&W Escape Penang. I hope your team can take action towards your staff to ensure that no other customers would face the same situation like us, as it could tarnish A&W's reputation. Your staff are not friendly, treating us like we're not paying for our food, and didn't even apologise for anything.We could just viral the whole situation yesterday, but we chose to just let it slide for this one time bad experience. We know you still got a lot of staff with a very good attitude, but we hope your management don't keep a blind eye...

Hi, urgent! On Tuesday, 3rd September 2025, I placed an order totaling RM47 at your outlet. I attempted payment twice at the first kiosk, but both transactions failed. I then used the second kiosk, where the payment went through successfully.

However, upon checking my bank transactions today, I found that I was charged three times, one successful payment and two additional deductions from the failed attempts. In total, I lost RM94.

Could you please look into this matter urgently and arrange for a refund of the extra charges? I have tried contacting A&W customer service, but no one has answered, and I am unsure if the number listed is correct as the website does not appear professional. Kindly get back to me as soon as possible. Thank you.

Update: I still havent get any answer from you guys! RM94 might look sikit for you guys but a lot to me. Please get...

This is the only restaurant in the theme park. The menu had 3 items, which consisted of a soggy fish patty inside a hotdog bun, a beef hotdog, and some sides. I ordered fries as a side and was instead given tater tots? There were 3 workers, who were more interested in their phones than serving customers, which resulted in a wait of over an hour. My kids will graduate before I get my food. Not to mention the root beer was so sweet even though it was bottled, I feel the diabetes creeping up to me as I am typing this. There should at least be a few more restaurants especially since the tickets...