A&W Seremban Drive-Thru — Restaurant in Negeri Sembilan

Had the displeasure of dealing with the staff, their illogical refund policies, and got charged over double for our meal when we changed our mind on purchasing one of their soft toys for our daughter.

We purchased our meal and one of their promotional soft toys for RM 29.90 on 5th February 2025 through their kiosk as we were told they didn't take cash when we wanted to pay with cash.

We didn't realise they had a kids meal that included a toy so we purchased the kids meal and asked if they could refund the soft toy portion from our first receipt. The staff rudely told us that it was our mistake and they don't provide refunds as a company policy. As it was a non-food item, I found that unacceptable and had to waste 5 minutes of my time explaining the situation to two separate staff members who didn't understand that a brand new wrapped up soft toy was refundable.

Meanwhile, our food arrived without the soft toy and when I asked where it was they REFUSED to give us the soft toy we paid for. After pointing that out and arguing for another 5 minutes they called their head office and I had to wait for their decision. By that time my food was cold and stale. They rang their bell loudly to get my attention while I was eating to tell me they could finally provide a refund. The only way they could process the refund was to refund it manually through the kiosk. I asked them for a cash refund but they said they could only process it the same way the payment was made, even though we were forced to pay with credit card for our first order. I paid for our first order again minus the RM 29.90 soft toy but in cash.

After processing the refund, I asked them for the refund and purchase receipt. They said they were unable to provide either receipt as it was company policy. They only allowed me to take a photo of the purchase receipt which I've posted on this review.

We have been waiting for the refund to come through for nearly a month but nothing has been refunded into our bank account. We enquired with our bank to process a charge back but because they refused to give us the refund receipt, they are unable to solve this issue for us.

We spent a total of RM 125.20 (67.10 + 37.20 + 20.90) and only received RM 58.10 worth of food.

If I could give them -5 stars I would. I'll never visit this embarrassment of a...

A very nostalgic place to be at, always reminding me of my childhood days.

The touch screen kiosk doesn’t accept credit card or cashless payments. It still needs manual payment at the counter after placing orders at the kiosk. Most of the meal set items are unavailable. Not too sure what’s the point of having the kiosk at the first place lol.

Made my payment at the counter. Best to pay with debit/credit card because the cashier does not hold much spare change.

The restaurant is severely understaffed. 3 employees managing the food and cashier. They’re just running all over the place. Eventually, we managed to get our food after 40 minutes of waiting. However, the staff serving the food has tried his best to move as quickly as possible.

However, despite the slow service, the restaurant had a cheerful atmosphere. Colourful, bright and somewhat clean. I hope the management will be able to maintain and upkeep the restaurant well.

As an overall, we were quite happy to visit a nostalgic place, the fried chicken was delicious and crispy (just a little too salty). The root beer was great! The curly...

The waiting time is so so so long!! I can't believe I waited for almost 50 mins for fast food. And when finally my food is ready, they are not hot at all. So what the hell are the staff doing inside? The chicken is not seasoned well too.

Also I ordered for a potato popcorn, but at the end they changed it to nugget without pre-informed me. If the thing is out of stock then you should check with the customer whether they accept for a change or get a refund. But they didn't do so. Until I asked them why my potatoes popcorn is missing and a nugget is in my tray, only they said they substitute my food with something else.

And it suppose to be table service, but when my food is ready at the counter, no staff call my number and left the food there. If I didn't saw my number is shown ready at their screen I didn't know how long the food will reach me. At the end I'm the one go pick up my own food.

This is the first time I have such a super bad experience in a fast food restaurant which I...