A&W Restaurant — Restaurant in Winona

Well, I had a poor experience with an order at the drive-through. I stated twice to the employee (later found out her name was Sophia) what I wanted and I had a coupon. I have had problems before when using coupons at fast food restaurants, so I made it clear, and said it twice. I ordered a meal combo for my wife and then made it clear that I had a coupon for buy one sandwich and get the second of equal/lesser value free (BOGO). I proceeded to the window to pay for my order. Sophia was training another employee at this time and was instructing her what to do. I wanted to verbally state again that I had a coupon for BOGO and before I finished, Sophia rudely interrupted and said, "I know what your order is." She stated the total price for payment, I paid with a debit card. I was not given a receipt (which I found out, later, from the manager that a receipt is supposed to be stapled to the bag). She handed me the food and I asked my wife to check the contents; I did NOT receive what I ordered; one burder was missing. I was going to let it go but the price for the contents just did not seem correct, so I parked and went into the store my order be fulfilled. Sophia happened to be there and I explained the situation again (I ordered a combo meal and a BOGO), she became VERY LOUD and ARGUMENTATIVE; insisting that she repeated my order while I was at the drive-through and refused to correct the error. I asked her to return the coupon, then I left. I went to my car ready to drive away, but stopped/reparked. I have not once had such a terrible experience at any restaurant. So, I decided to call the manager. Sophia was extremely rude and, in my opinion, has no business dealing with customers. When I called A&W to speak to the manager, Sophia answered the phone (I recognized her voice), and she forgot to mute her mic; she angerly stated to someone in the store on "hot-mic," "Guess who it is!" I then talked to the manager, explained the whole ordeal. I confirmed to him that I was calling from his parking lot. He stated to come on in. The manager fulfilled my original order. I returned the coupon to him, but he said to go ahead and keep it. The manager made it right and I appreciate that, but I did NOT appreciate Sophia's attitude and very poor customer service. Additionally, when I went in to talk to Sophia to straighten things out, other customers noted her rudeness and even when I was at the pick-up window, other customers heard how she reacted and one even commented, "there's no winning with that girl." Again, the manager made it right, but personally, I would not place Sophia in a position that deals with customers. There are a LOT of fast-food choices in Winona and who wants to deal with people...

As soon as we pulled up the manager was rude. We got half way through ordering and she asked if there was anything else my uncle said yes and the lady said that will be $15.45 see you at the window and left. My uncle said we where still ordering. We finished and went to the window. They gave us someone else's order first witch was a burger and fries. We had ordered 1 papa double combo with 1 LG rootbeer before we finished ordering and where interrupted. Then orderd 3pc chicken tender combo. With a captain crunch shake replacing the root beer. And one more captain crunch shake. She gave us one cheese burger and fries. Come to find out when she interrupted us and we finished ordering she had put them as completely separate orders not knowing this we asked for our food they only gave us the papa double combo witch we paid $21.00 and we asked forthe rest of it. And the 3pc chicken was going to be $21.28 separate. So we asked why they split the order and they argued about what we ordered. So finally we gave them $21.50 to pay for the 3pc one and they gave us .40 in change. Not giving us out change for the other meal. They continued to argue and gave us the food and shakes but they also gave us the other persons food that they gave us to begin with with our order. We looked back at the receipts and the 3pc was only supposed to be 20.28. Not only did they over charge us but they took our change and they gave us another persons order. I have receipts and time stamps...

There was something making the dining feel like it needed a big cleaning job. Tables and chairs were sticky, floors not as clean as they should be. The grease smell was sickening and they had a fly problem. The person who took our order, couldn't remember what we did order as she was too busy conversing and looking at another worker. As a result of the stale grease smell I couldn't bring myself to order anything, my friend ordered yhe smallest sandwich they had and nothing else. To get my business....The oil/grease for frying needs changing, better ventilation and workers who have people skills not smart phone skills. Hey, a smile and looking at someone's eyes is important! Get some cleaner mixed with disinfectant ASAP for the sticky tables and floors would go a long way in increasing business. This used to be a much better place. The workers were older and knew cleanliness was very important. My suggestion: I believe Lewiston has an A&W and it isnt that far away. If you really crave a root beer float, go there instead. A nice drive on hwy14. Until someone mentions there has been a vast improvement at Winona's A&W, we won't be...