A&W Restaurants
Reviews and Complaints

I ordered sausage, scrambled eggs and toast. I took my order to go. When I got to my location ready to eat I realized I was served severely and inedible sausage in my plate. How is this acceptable?! I understand food costs a lot of money but I don't believe it is acceptable to have customers pay money for food they cannot eat! I don't normally complain but this just pushed me over the edge so I felt I needed to say something.

My Name is Ramon,
Really bad service and i ordered my food, waited and waited and Manager was only focusing the drive threw, there are close to 10 employees, along with me there were close to 12 people waiting for this food, I don't think they knew what they are doing and I even donated $2 for the MS at the end gave the receipt to the manager and left without taking my money ($10) ( Manager didn't even offer refund), Please don't go here, they really don't care about the customers and very rude to other customers as well..

Note: The reason why I am writing it here on the complaint Board, I hope the A&W Sales/Training team sees this and fix the issue. I was a big fan of A&W Restaurant chain. Because of this one restaurant, took my heart away... NO MORE...

Thank you & please take action
Ramon [protected])

Hello,

I work the same mall as the a&w and eat there a few times a week, recently they started charging for condiments outside of ketchup.

I now have to pay 50 cents per a mayonnaise, but they are always listed as getting chipotle dip even do I've never bought your chipotle dip. Why are they charging for mayonnaise but not ketchup and why isn't it listed as mayonnaise? Seems as if this location is scheming money as others in town do not charge for this.

on aug 8 at 1030 a.m. bout two canadian breakfast one with small apple juice one with small orange juice. After consuming my meal i drank the rest of my orange juice when i felt a sharp point in my mouth. When i pulled it out it was a sharp sliver of glass. I immediately told my son, then looked around to ensure no kids where drinking orange juice. I took the piece of glass to the counter individual who was my guess east indian, showed her the object, gave it to her and told her where i got it from, , she smiles, put it on garbage the that was it.. i then was thinking did i consume any more... nice feeling... I am so disappointed with a&w good thing i didnt complain and show the newspaper but i dont want the crap that goes with that, , ,

I ordered 2 mozza combo meal
And I substitute onion ring instead of fries for one of the meal, and it came to my table so quick, I wasn't back to my table with my kid, because we were getting some ketchup and straws
And I first things I noticed that onion rings are dried and dark, so my wife tried it and told me it's too hard, then I took it back to the counter and asked them that please exchange a new one for me because of the food quality and they did, but it came to my table about 2 min after I talked to the staff, and it was a disappointed me again, it's same dried, dark, and hard

My family and I went inside the Weyburn A&W Saturday afternoon. The minute we walked in all you could hear from behind the counter was the workers speaking their fillipino language to each other. It was loud and as a customer we had no idea what was being said nor if the conversation was maybe about us. I know that English is supposed to be spoken during your work hours and especially if front of your customers. This is not only to be courteous but as a safety issue. We are in Canada and not in their country. Most of us here cannotunderstand their language. You want to live and work here speak English. Speak your language by all means on breaks or while you're not working..anywhere other than work.

I've been to the Mt. Morris township A&W twice after waiting months for them to open. We do not eat out often so it was a special treat for my family. Unfortunately there is no way for me to rate them or get a hold of anyone there. The first time we went, we waited approximately 20 minutes for our food from the time we ordered. We received our food and it was WRONG, and it was COLD. If a place just opens up, you'd think the customer service would be good, people smiling and friendly. WRONG! We received no thank you, no smile. I'm sorry... I just spent $40 that we worked hard for and you obviously aren't even polite?!? I called them and the phone just rang and no one ever answered.
We went there tonight after forgetting how awful it was and decided to give it another try with a fresh perspective. No one was in front of us. We ordered our food, we couldn't substitute the cheese curds for fries (which was odd considering we did last time), so we had to order each item from our meal individually. We get to the window, I ask when they stopped allowing substitutions and she said it was because of the price difference (we have paid the difference in price before with no issues). I said "hold on" and turn to talk to my partner about changing the order to 1 cheese curd instead of two and she had the window shut already counting my change out and didn't want to hear it. We paid for our food at 8:44pm. We waited and waited. We received our food at 9:11. My kids' ice had melted in their drinks before they could drink it (as they have to eat first) and my partner was able to finish his large root beer float while waiting. Here's the part that makes me absolutely angry. A different lady came to give us our food, never looking at me once or saying anything. She was staring at the wall as she handed me a bag. I take it and say "thank you" and she says nothing. She hands me another large bag. I'm looking at her waiting to say that's the last bag and she says nothing.
Sticks her head out the window and stares at the car behind me. I asked "is that all of it?" And get an "mmhmm". I say "thank you" and get nothing in return as she is still staring at the car behind me. I'm not sure if it is a race thing or because I hava tattoos or what, but she never looked at me or spoke to me. I get home and our bacon double sandwiches have no bacon on them, some of our drinks were wrong, and the two large cheese curds we ordered, well one box was full, the other had half the amount. I called. It rang and rang and no one answered. I will not only be never visiting this location again, I will also be avoiding all A&Ws, and will be reaching out to corporate.

I went to the A&W in Butte Montana and the line of cars, which I was included in, sat in the drive thru line for 20 + minutes to be waited on. Finally cars started to leave and I was also able to leave. I went inside and I told the girl who was working about it and she was the only employee working there. No other help! Mind you, this is the lunch hour and in a busy city. When she took my order, she handled my money, and then went back to make my food without washing her hands or sanitizing them. When I went to open my food, it was extremely soggy and cold. I am very unhappy about this all around situation. I want something done about this or I have no problems notifying people about this issue and there will be a lot more lost customers because I am definitely one of them!

A&W Fruitland, Idaho store 20034 on 7-7-19 at 2:51pm. I place my order at 2:51 pm drive thru. Drove straight to the window. Waited five minutes before I was acknowledge, at this time I was charged for my order. I didn't received my order til 3:17pm. I waited for 26 mins for cold fries and a luke warm burger. I'm sorry to say, it tasted so bad that I couldn't finish it. No blame to the cashiers working that day, it was probably a busy Sunday. My blame goes to the cook. To wait in a hot car, for that long, you better serve good food to your customers. That cook dropped the ball. The whole experience was not good, very disappointed. [protected]@hotmail.com

Service was terrible! I understand that the store was extremely busy but after a 10 minute wait to get to the register, the cashier named Madalynn was extremely rude. She didn't greet us, she didn't smile, she just stared at me until I started to order. Next she made our 3 ice cream drinks and set them on the counter and didn't say a word. I let them sit there for another 10 minutes until finally assuming they were mine. After 32 full minutes and 49.10 we finally received our food. The food was decent but I could practically see thru the hamburger patty, definitely not worth our money! We visited this store on a road trip traveling back to the St. Louis area and from now on we will avoid this place.

Hello.
Thursday July 4th 1019 at 5:00pm. my father my husband and I went to the Lake George location. We ate and enjoyed our food. Minus it being a little dirty some cobwebs and such. When we got the bill my 60 year old father was confused. He asked the lady and she explained it and he was still confused which is normal. So he goes up to the front to ask them before he pays and the manager comes out and gets smart with my father. My father told him you shouldn't treat customers that way and then all of the staff started to verbally attack us. Flipping us off swearing etc. My dad said we have been coming here for years and the lady tried ro tell us we were lying and that they have only been open 4 years. News flash that was after that location caught on fire. It was open many years prior in which we have visited that location. Sometimes 3 of us and sometimes a group with 15 or 20 of us if the whole family is there. The way we were treated was absolutely unexceptable. Ive worked in the food industry and never have I ever treated a customer with a complaint so poorly. My dad wasn't screaming or swearing they were just offended and clearly did not know how to properly handle it. They told us to leave and never come back and told my father he asked enough questions. Please follow up on this matter as it is something I need a response on. Never in my life have I ever experienced such poor staffing. If you are going to get that offended maybe being in the food buisness isnt for you. Do not take it out on your customers.

Hi i just made a big order and I paid for a fry that I didn't receive and a cheese and egger that I didn't get either I drove far out to f my way to buy the food and I don't have the possibility to drive back to the store to complain. I was wo deri going if there is something that can be done to fix the issue. I'm not sure if I am supposed to be leaving my email

Cashier #1 took order of 2 Coney dogs after I said i did not want cheese on coney cheese dog. Good product. Went back up to place re-order. Got another cashier named Victoria. Ordered 2 Coney dogs. She did not repeat the order back. Paid for 2 coney cheese dogs. Got 2 coney cheese dogs. When I realized they were coney cheese dogs I went back uo to the counter and demanded coney dogs stating I vehemently did not want cheese stuff on my coney dog. After initial refusal Victoria threw the coney cheeese dogs in the trash and made 2 coney dogs. I got them and showed my receipt for 2 coney cheese dogs. I asked for a refund. This was refused.

The time was 4:30PM Mon 1Jul'19. I would like to see Victoria dismissed. It may be her job and waiting on me may be a nuisance but the product of her employment is food that I eat. I can go on but you get the idea. I will personally publish this to the far corners of the country

To whom it may concern
I have sent in numerous complaints to the owners (northern foods AB) due to the speaker box at the location in Lloydminster being turned up as soon as they know we are home. The address for this restaurant is 4504 44st
Lloydminster Sask, the phone number is (306) 825 -3455, the manager of the restaurant is Cherie Martin, Stacey Patey is District Manager, and Northern Food Services in Lethbridge AB owns the A&W in Lloydminster. We have called bylaw and the RCMP, they have advised us to document and file a civil suit. We do have recordings, witnesses, and reports with the RCMP. We dont want to take legal action, however we cannot enjoy our yard or days off because of this on going issue. Please e-mail or call me, [protected]@gmail.com or [protected]. If I dont hear from you i will be moving forward with civil suit and i dont believe it would be good publicity for your company.
Thank you for your time
Leeanne Black

Last night I went to the A&W restaurant at 3030 Capitol Avenue in Sacramento CA to purchase the buy one get one free Papa Burger meal which is currently the Tuesday special. I also purchased a side of mashed potatoes & gravy. This was a take out order at approximately 9:40 pm.
When I got home My husband & I noticed that the burgers had just mayonnaise on them, not the Papa Burger sauce that usually comes on it. Neither myself or my husband cares for mayonnaise. I tried to scrape off the mayonnaise, but it was a disaster. I ended throwing it away. My husband couldn't eat his at all. The food server also instead of fries, put old wedge fries instead which were dry & hard.
Long story short, we love A&W and frequent your establishment almost every week for the weekly special We were typically happy with the service until last night.
Well, my husband went into the store today & the manager was very rude & only offered one Papa Burger & not two because he only presented one of the burgers that was available to return.
I just don't understand that kind of service. I've also been in the food industry for many years & have never treated a customer that way. My husband and I aren't looking for a free meal. I purchased to meals that were supposed to have the Papa sauce on them, but instead put mayonnaise, therefore pretty much ruining our dinner experience. I believe that we should have been compensated for two burgers without hesitation AND without needing to bring back any burgers. I can be reached at [protected]@gmail.com
Thank you

May 11 my disabled husband and I decided to treat ourselves to lunch and went to the A & W in Burns Lake, BC. I asked the cashier if the milkshake machine was working and she replied no. It should be noted here that I absolutely love the strawberry shakes but every time I get a fancy for one the machine is not working. This has been a consistently ongoing problem for more than a year. When I mentioned this to LaToya, the cashier, she said quote "well it is not my fault" and then walked away. When she turned back I asked her if she was going to take my order. When I placed my order she proceeded to put our drinks in take out containers. I asked her if we were not getting mugs to which she replied quote "are you staying?" When our order arrived the onion rings were just slightly warm and I had to send them back. While waiting for another order I proceeded to eat my teen burger only to find it was also slightly warm. I decided it was not worth it to complain again but did mention it to the fellow when he brought the onion rings back. I suspected, by their appearance, that they were the same onion rings I sent back. All in all it was a very disappointing and not the enjoyable meal we expected. The bill came to $22.95. Summary of our meal: poor/rude customer service, food not available, sub standard quality of food that was ordered. I would like a refund if possible and I would like to see the milkshake machine fixed. I would like to send you a copy of the receipt but not sure how to do it.

Just now, im going to the A&W restaurant at Jalan Batu Road, Kuala Lumpur. Queues at that time is not too long. But it takes a long time to serve the customers. Staffs there doing their work really slow like there are no queues infront of them. They can still talking to one another while the customers are waiting for foods. And i saw when customers asked to separated the food in different plastic bag they gave extra plastic bag to the customers without saying anything. they should packaging the foods and not the customers. They are not so busy to packaging the food but they do their work really slow. Atleast say sorry and ask the customers to do by themself, unfortunately they quickly asked new orders from the next customers after gave the plastic I find it is kind of rude. I takes 30 minutes for me to ordered but Infront of me there are only two customers. I dont know why they takes too much time to serve customers. They should respect other people time. And please stop talking while having a customers. I used to work at f&b too. This kind of service that i have received really disappointed me.

I was in hurry.. I asked whether my order was ready or not.. she said ready.. then I ordered.. after I paid, she asked me to wait (I didn't know why but I waited) and after I wait for 10 minutes, I asked her.. but the answer was "they forget to cook my order!"
I complained cause at first she said its ready, that's why I ordered.. at that time, people from kitchen said 10 minutes more.. I heard that and I asked the woman in counter, she said 2 minutes more.. what an attitude?!
Then I left that place, and give my order to them.. enjoy your meal.. thanks!