A&W Restaurant — Restaurant in Provo

This is my second review, worse than the first.

I've added the screenshot of my first review down below, as well as the reply I got from the owner.

NEW REVIEW: I received a reply from the owner on my first review, offering to call and sort out my poor experience. When I did, I was told the owner was not in but they could refund my meal or make me a new one. I told them I'd call back another day. I did call back another day, deciding to cash in on that new meal offered. I talked to the same two people. The manager who was in that day had a thick Hispanic accent and used another employee to help explain things through the phone. Which is fine, except they didn't seem to remember me from the day previous. Eventually, they told me: "We can't refund you or give you an extra meal, because that's done through corporate. They're sending you a coupon or a voucher or something..." I saw right through this lie and asked, "Oh, would that be through email or mail?" The boss and the employee quickly exchanged some words in Spanish so I couldn't hear. The hilarious thing is that I speak Spanish so I understood exactly what they were saying - and they were spinning lies. He came back and said, "They've sent it to you through the mail. You'll receive it through mail." I immediately shut it down, "Nope, I don't think so. How would they get my address? I haven't given you anything like that." They quickly conversed again in Spanish and came back saying: "Oh, you should receive it in one or two days." I replied, "Nope. That is NOT what I asked. How could they have sent me something if they don't have my mailing address?" They quickly talked in Spanish and I could tell they realized that they lied themselves into a corner. So, he came back on the phone and said, "Would you like to come into our location to settle this in person?" I said, "Yes, I'm already on my way."

To their credit, they gave me a free meal and an extra cake. But this is outlandishy unacceptable, the fact that I had to drag it out of them and expose them for their straight-faced lies.

To whoever manages these two employees and whoever else was involved, you need to address this right away.

I'm appalled at the lack of integrity and dishonesty this location had. Nobody should be going here if this is how they're going to treat...

My wife and I ordered through the drive-through. After receiving comfirmation that we could use more than one coupon in a single order, we used two coupons to get their combo "big boxes" at a slightly lowered cost. While ordering, I referred to the coupons and mentioned the lowered price point which we were expecting.

When we got to the window, we handed our coupons to the cashier (different than the person who took our order at the callbox), who read back a strangely lower total than we were expecting. We asked him to confirm the price, and he read off a new total, apologizing for reading the last order's total by mistake. However, this second total seemed higher than we were expecting.

When we asked him if he had inputed our coupons, he said that he indeed had. When he gave us our receipt, my wife and I looked at it together and confirmed that he had not inputted the coupons.

The two stars are for the food, which was all that we were expecting from a fast food restaurant. The missing stars are for the poor customer service: for someone who did not do what he said he did nor took the time to confirm that the price points had reduced accordingly, especially during a time when businesses and restaurants are struggling and customer service should be at its best to compensate patrons for their business.

We won't be coming back again--not when there is comparable food with much better...

Went there on my lunch break and both Michael and Issac were amazing. They made sure I got everything I wanted on my bacon cheeseburger and double checked to make sure the order was right. Michael was beyond respectful warned me of a walk up customer and was very polite.

Later when I ordered a large cheese curd I learned my card was shut down for fraud for coming back to get a second order. The staff was beyond great and tried everything to help me with the order. I found out the next day my bank blocked my card.

Never a poor experience with the staff here. Very thankful to be able to get...