I don't usually write reviews, but this experience genuinely deserves attention. On July 21st, I visited A&W with a friend and had one of the most disappointing customer service experiences I've ever encountered--especially from someone in a supervisory role.
We placed an order for two meals and an extra burger on the side. Strangely, the burger was handed over within just 1-2 minutes, even before we were seated. My friend took one bite and said it didn't taste fresh. I tried mine and realized both burgers were completely cold--including the patties. Even the fries and onion rings were cold. Not lukewarm--cold.
We called the supervisor, Austin, and politely let him know. Instead of handling it with basic courtesy, he became defensive and insisted everything was made fresh. Still, he took the food back... and came back with the exact same items we had just returned. He told us he could only replace the fries and onion rings because he decided the burgers were fine.
I repeated that the burgers were cold and asked for a replacement. His response? "Next time you want fresh food, just tell us while ordering." I was stunned. Isn't it standard to expect warm, freshly prepared food at a restaurant? Since when do customers need to request that their meal be made fresh?
He kept repeating the same lines--"We don't hold patties," "We make everything fresh"--yet somehow our entire order came out in under two minutes. When I pointed that out, he just brushed it off. At one point, he even mentioned a similar issue happened a week ago, hinting that we were trying to scam the store. That comment was humiliating, insulting, and completely uncalled for.
At that point, I was so frustrated, I told him, "Forget the food--I don't want it anymore. I just want a refund. I'll go eat somewhere else." Thankfully, I did receive a refund, but even then, there was no apology. No acknowledgment of the poor food quality. No ownership of how badly the situation was handled.
I spent nearly $40 and walked away feeling disrespected, unheard, and embarrassed in front of my friends. The lack of professionalism, empathy, and accountability was honestly shocking--especially coming from someone who's supposed to be a supervisor.
To the management: this kind of behavior drives customers away. I sincerely hope you take this seriously. People deserve better than cold food and condescending service. read more
