A&W Canada

Very dirty and a women was sleeping in the corner. Service at the counter was nothing but confusing for the women taking the order. She kept leaving to complete other tasks while we ordered. Order of course wasn't correct and needed to be corrected. The washroom was very dirty, can't imagine what the kitchen looks like.

Waited 10 minutes to make my beyond burgers, got regular burgers instead. Also forgot 1 root beer

UPDATE JUNE 2023:
I made numerous attempts to contact this location as well as corporate. Three weeks after my initial email to corporate, I received an email from someone, claiming they had made "numerous attempts" to contact me via phone. I had no missed calls or voicemails (and they had my email address.). I responded immediately, pointing out that I had no missed calls and offering to call them myself, or suggesting we continue communicating via email. I received no response.

Another 9 days go by and I receive a call from someone. We chatted for about 10 minutes and she apologized and offered to send me vouchers for free food, which I accepted, and I provided my mailing address. This was April 13 - it is now June 6 and nothing ever arrived. I'll never visit another A&W again. Absolutely rotten customer service.

ORIGINAL REVIEW:
Visited this location on March 17 with my husband. One of the items we ordered was a Chubby chicken sandwich. I was midway through the sandwich when I realized I couldn't bite through it and, upon taking it into better lighting, I realized that the back half of the sandwich was completely raw (see photo). It's very likely the front half wasn't cooked all the way through but I was in a dimly lit room and didn't notice.

I immediately filled out a contact form on the A&W website and requested to be followed up with someone. Four days went by without a word, so I dug through some reviews here and found a contact email posted by the owner of this particular location. I sent an email with a photo (this was Tuesday the 21st) and waited nearly a week but didn't hear back. Hence this review.

I am immunocompromised so undercooked/raw chicken is an even greater risk to someone like me. I might have considered returning some time in the future, as I understand that mistakes (even one as egregious as this) can and do happen, but considering the complete lack of any customer service after the fact, I can say I'll never go back to another A&W. Shameful.

Awesome customer service and food temperature was decent as well.

Drive through service can be robust, there is a lot of wait but the good sign is when it takes time, they are preparing fresh food however this time can still be reduced. Overall a great place and would recommend it based on its customer service.

I ordered two cheeseburger Combos and got a hair in my hamburger but didn't have my receipt as I was so disgusted because I was throwing up I threw it in the garbage and and they refuse to do everything I've never been more disgusted by a restaurant experience in my life thank you very much for the board is package of a hair in my food

Date of visit - 30 December 2022, past 1 AM. Person working at the drive thru was professional, polite, friendly and helpful. Service was quick and food was accurate as ordered. Much better place to go to than neighboring McDonald’s on Highland.

This A&W is the great and much better food quality too.

Worst burger made by this location of A&W. I love A&W spicy habenaro chicken sandwich but this location did not follow up on any add-ons or instructions given through Uber Eats and I even added notes specifying add-on incase there is some kind of uber eats errors. And this happened for 3rd time now and thats why I am writing this review.

Terrible service I got food from uber eat they missed up more then half of the order legit bought combo got no fries and my drink was wrong

Doesn't even feel like a fast food place, I love how they do the eat in set up.

They were fast to and everything looked and tasted exactly the way it should.

I love the Highland Rd. Kitchener A&W. The staff are always so positive and helpful. They let you use more than one coupon per order and even if they are "slightly" expired! Food is always fresh, hot and they get custom orders correct. Thanks Team!

No car? No A&W after midnight for you, then. I was made to wait in a drive thru sandwiched between cars huffing exhaust while my order was already made and waiting (pre-ordered on mobile). No "just walk up to the window and I'll hand it to you". Extremely dehumanizing and degrading experience. This A&W reeks of classism. A&W Highland - if you don't drive, we don't want your business. Long live the car!

They constantly get orders wrong and incorrect in the early morning. I've ordered the Mama burger with a Chicken buddy and a Buddy burger multiple times and they just give me two Buddy's and a Chicken buddy.

I was looking forward to having a healthy wrap but what got was garbage Fried chicken, common, have to do better

We go to this location daily love the staff especially Andrew he should be manager. He knows our order before we do and he is the only one i see cleaning tables etc.

I love that my kid with allergies can safely have a full kids meal at A&W! Also tried the root beer slush this time and I am obsessed! They are so refreshing and sweet and wonderful for summer.

I visited your restaurant on highland road last night and ordered 2 mozza burger combos, specifically requesting fresh fries because the last time I ordered they were cold.so this time fries were absolutely disgusting and the burgers seemed to be day olds.poor service but I had greater expectations.

Overall descent food but sometimes the service is insanely slow even for small orders. Sometimes I go in and they have 2 people working in the entire place at one time. How are you supposed to have a functioning "fast" food place when you have one person making food and the other person having to do the cash register for BOTH the drive through AND inside restaurant, it's foolish.

Not sure what happened today. Breakfast was cold, no Tomatoes served, condiments not on station and cleanliness was lacking. Used to be much better than this.

Late night around 3: 00 a.m. Very very slow pace of worker. Have to wait around 15 minutes afyer placing for driveway order.

Very bad with delivery had to wait 40min the order on table, doors locked and you can't pick it up from drive thru

The people who work here seem to have no grasp of the English language or understand numbers. Super hard to understand as well. If you're hungry go eat anywhere else besides A&W

A&W is my go to fast food option because their food always tastes super fresh and feels a bit healthier than places like McDonalds (don't quote me on that). The chicken burgers are my favourite and if you use the online/mailer coupons its not too expensive.

Very rude and bad behaviour on customers, first they give me wrong orders over the drive through and than they asked me to come inside but still they give me a wrong order again and when I asked them why they were yelling at me in front of everyone. Very bad customer service

My opinion, best fast burger out there. Pricey, yeah, but get seasoning on your fries/ poutine. Game- changer.

Alyssa, Lex and the morning crew are the best. They are very friendly and always work hard. Thank you very much for great service. Yummy burgers and perfect coffee. See you guys soon.

I would like to dedicate all these 5 stars to their yesterday night team member AKHIL (dnt know if spelled the name right or not). We were amazed by his customer service.was craving poutine day before yesterday and went there to have it in the night unfortunately they were out of gravy.i was so dissappointed that we leave from their without having anything so yesterday we went their again to have some burger.and was amazed how he quickly realize that we came their before and he apolozised for that nd offer us free poutine with the takeout. I will say i am amazed by his excellence service.and will surely never forget this.

Good location and accessibility
Parking is convenient
Customer service is good. Served by Riya, and she was helpful.

So frustrating service At night time — i ever had. In front of me there was countdown to release the order and they took 7 and half minutes to release it and i was waiting in Cue from last 25 minutes to get my order. I was very disappointed and needs to be organized and hired more people inside. Thankyou

A&W Best Burgers I tried!

Place itself could be cleaner though, last time I ate inside (before pandemic) it was not really clean. Hopefully, it's better now.

That's why 4 stars.

The Beyond Meat burger was delicious. However, not worth the price. But then, no fast food is actually worth what we pay.

The prices seem to increase every time I visit this place. The drive-thru is slow but at least the food is made fresh. A&W fries are never crispy enough.

Good food but the drive thru is EXTREMELY slow. I’m currently waiting in it and I’m starting to believe that I’ll be stuck here for the rest of my life. It’s been about 15 minutes waiting for a single breakfast sandwich and I’m the only one here. If you have lots of time and you enjoy the scenery of the A&W drive thru, this is the place for you.

Listening skills aren't very good on lunchtime weekends, Maybe new staff the past couple of months? As i keep missing things in my order or it's not being put through, but during the weekdays or early mornings everything seems fine, but come lunch time on the weekends.not very good:/ not really busy either so not understanding whats going on here.

Riya delivered the best customer service! Therefore, had a great experience! Food was delicious!?

Our experience was amazing! Riya helped us and had to bring our food out to the car and she was so pleasant. And everything was so hot and fresh we weren't even upset we waited! Definitely had wow factor customer service! Youre lucky I didn't try and poach her for my shop

Horrible customer service - I could deal with that if my order wasn't WRONG!

But don't worry! When they mess up your meal they're "nice enough" to send you a 10% coupon off your next order. INSTEAD of solving the issue right there and then. Such an incompetent company, holy. Never seen someone so cheap they can't remake an order THEY MESSED UP! Didn't know a company like A&W is struggling financially - it's laughable!

This location is literally a dumpster.

Ate this restaurant at around 4am on Thursday April 1st, 5 hours later i am suffering from a bad stomach ache, possibly minor food poisoning?

Staff is probably not taking proper sanitary precautions when serving food.

While I had to wait 12 minutes for my curbside order which the app stated 2-3 minutes and after going in to check on my order, the staff was apologetic and mentioned that they were slammed and the screen showed only a certain number of orders. Looking at the fulfillment screen, they did have lots. More and more people are ordering online and they can't handle the volume. So I did have to wait a bit longer, no more so than if I had ordered at the counter. Most of my order was correct. I found a package of fries I didn't order when I got home. Everything was hot and tasty as expected from A&W.
I would certainly go back to this location but order at the counter during the dinner service hours.

6 months ago this place was amazing. In the last 6 months I've ordered say 5-8 times and almost every single time I've had an item missing from my order. How hard is it? I don't understand what's so hard about getting these orders right.

Went for job interview. The manager was polite and courteous. This was COVID time, so people were allowed only takeaways.

Slowest drive through ever. I watch 10 cars go through McDonald’s for every one that goes through here. Also employee wouldn’t even throw out a cup in the recycling? Great customer service!

Service is 3* the restaurant gets 5*. Service takes some serious time. Food is good. Place is clean and we'll groomed.

All the ladies who work here are super nice. Food is always good and place is clean. Can’t ask for more!

Ordered Sausage and Egger combo with a coupon along with an Egg Sausage Cheddar. First issue I pull up to the window and they try to get me to pay full price without the coupon. Second issue they charged me $10.97 when it should have been $9.50. Last issue I get to work and they didn't give me the Sausage Cheddar and essentially was charged an extra $3.99+tax for nothing. This experience along with a previous experience of being served raw chicken strips and straws that make your drinks taste like paper and glue, I think I'm done with going to A&W.

Good food fast service lots of seating and when most place have their heat off it was very comfortable here. Also log into their site have great cupons

Had a guy named MJ serve me last night at around 2 in the morning in the drive thru. This guy went over and beyond the expected customer service standards. So incredibly funny, kind and made a ton of jokes. I have to say, that's something I've never seen in the fast food industry before. I will most definitely return, as the food was amazing as well (them mozza burgers though). But seriously, great experience overall.

Love the staff here, and they actually remember your orders too.this is the only location I personally go to and trust to make my meals.

This was a decent outlet for A&W. Lots of parking and easily accessible. I got my order quickly and accurately. My teen burger was ok. I think they have started using a different burger or something, because mine was a bit small.

So fun! We hosted our Christmas party here with a "team challenge" and it was a hoot! We all learned how to cook something New and add some friendly office competition. Loved our experience!

Quick easy stop for a van load of friends. Grabbing a fast bite after a concert in Kitchener before a long snowy ride home.

Staff at this location has no sense of time and order priority. Food is ready to go but the cashier just stands there with her arms crossed waiting for the next order to come in but wont hand out food to keep the line moving. Also drive thru and uber orders take priority. Everyone else has to wait.

Although I don’t go very often the food is great along with the service and the employees are very friendly and overall it’s a great place to eat and I recommend it to anyone who’s never tried it. Also, their hotdogs are amazing.

Sitting here for 15 minutes at drive thru three cars in line no one taking out order staff comes out throws out garbages and we will haven't had our order taken

I love this restaurant! They have sensational food, their menu is large, The chef in that restaurant is a specialist, I enjoy a lot eating all their food. The food is consistently of high qualtity, the attitude towards the visitors is very good too. I visit often this restaurant and I not even once was discontended. I highly recommend it.

We were going out of town and we stopped in for burgers on the way. The first burger I ate was perfect and fresh, while my second burger was soggy and the vegetables were wilted and slimy. Considering how much they charge for a burger, this was really disappointing. I understand not wanting to waste food, but this was beyond bad. I'm usually a big fan of A&W and I can't even think of a time, other than this, that they've given me a bad burger. Maybe just go to a different A&W nearby. I wouldn't suggest this one at all.

We stopped in for take out and for the first time were very disappointed in the food when we got it home. The burgers were cold
And the onion rings were disgusting. They were cold and the batter was falling off. As we only live about 5 minutes from the store the quality of food was not up to A &W quality.ot

I got an onion ring yesterday and it was completely destroyed it was a mess not one onion ring was normal honestly it was a pile of mess came back today and ask them about it of course first thing you asked me is where's the receipt I clean my car out everyday anyways it is pretty shity business I'm not for sure I'll be going back for another onion ring

The scenery is amazing, great location, love the food, and amazing service. The washrooms were bery clean. Had a very pleasant pooping experience! I think the overall atmosphere pf the place was very clean, gives off a veteran dining experience. 10/10 would visit again.

This was the worst visit we have ever had. The highland road store was filthy, the floors, the empty fry baskets, trays everything piled up on the disposal counter. There were only five or six customers inside the whole time we were there. They had four or five employees on staff. Our burgers were so Cold, the cheese didn't even melt! We paid the extra for the Gouda burgers and the meat was tasteless. We have only been going to A&W for the last five years because we loved them so much! We may never go back after this experience

The food was great but when i went yesterday im not sure if you are in the middle of hiring or anything but there were so many dishes not put away all stacked up and every table was either covered in crumbs or sticky: (

Undercooked, no cheese, soggy bun. Why did I just pay 15 dollars for a burger that I could have made better myself?
Oh and the coke was root beer.
Good job guys.

We go here on our vegetarian food days for their beyond meat burgers. Everytime, it was almost $40 for two combos. Clean restaurant, good set-up, but slower customer service.

Severly messed up delivery order. Aside entirely mizsimg items and hashbrowns the food tastex awf. Definitely a hard bit to the brand. Icing on the cake was that the coffee was sideways in the bag and over half of it soaked some of the food. The restaurant failed to pick up the phone many times in the time following. Save your fine and order at anybrother A&W.

Barely edible.the beyond meat burger was a huge let down. The onion rings I tossed out over done and tasteless. What a waste of 20$

One of the cutest A&W locations I've ever been to. The diner-like structure with a drive-thru and ample parking space right off of Highland Rd. We visited late afternoon, and were greeted by a full staff and few guests. There was plenty of seating space and we waited maybe a minute to order. We used our mobile coupons and the drinks were served immediately, but the food came 7-8 minutes later to our table.

The fries were fresh, hot and crunchy, drinks cold, and burgers out of this world. We had spicy chicken and a burger that were freshly made and extremely delicious.

Washrooms are small, but clean and equipped with foaming soap. I wish there was a child stepping stool, but we managed somehow.

So far my favourite A&W in Kitchener!