A&W Malaysia apologises for manager telling customers to 'get lost'

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A video of two customers arguing with an A&W manager has gone viral on TikTok. A&W Malaysia has since issued an apology on the video’s comments section and contacted the customers directly to give a verbal apology, the customer confirmed on her recent Facebook post. The brand said it takes such matters seriously, and apologised for the negative experience.

The customer said in her post: “I am satisfied with the verbal apology given and am now waiting for their official apology letter through email. Once received, I will delete this post as a gesture of acceptance. Thanks to all netizens for your support and I hope this incident will bring an alarm to A&W service crew to provide good customer service.”

According to a Facebook post by one of the customers, a couple had brought their children to A&W for a meal last weekend, and had requested chicken drumsticks for their children. However, the manager taking their order said that the meat options are not customisable. Upset with the manager’s response, the female customer said that she no longer wanted to purchase from A&W, to which the manager allegedly replied, “mampus” (die). This angered the customers and was the start of the argument displayed in the TikTok video.

One of the cashiers then interrupted and explained: “He said ‘berambus’ (get lost).” The situation continued to escalate into a shouting match and dragged on until the later half of the video when the customers told the manager that they had rights as customers to which the manager replied, “I have rights too” before being pushed into the kitchen by the staff to be calmed down.

The video has since gone viral in Malaysia with mixed sentiments from netizens some siding the manager, others the customer. Many also highlighted the perils of working in the F&B industry where customers can be demanding.

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