Tim Hortons — Restaurant in Abbotsford

I'm sorry, but I have yet to have a good experience with this location. To date, I have ordered original roast black coffee and received dark roast on several occasions, I have watched several staff members mill about, pointedly ignoring the till and the growing line of customers in it as they prioritize tasks over customers, and this evening's experience on Monday, July 8th has done me in, I won't be returning.

Around 8:25pm, I entered and waited in line. There were 3 employees, one running the drive through window and preparing those orders, one preparing food for a cafe order, and one mopping. Not a single employee acknowledged any of the newly arriving customers or offered a greeting. At 8:30pm, the guy in front of me surreptitiously snags an unattended gift card and change off the counter beside the till. Someone then comes to take his order, where he asks them to check "his" gift card balance (it's empty), and he orders a large strawberry chill. At 8:37pm, 12 minutes after arriving, I get to place my order. 12 minutes isn't actually that long to wait, but it seems significantly longer when you haven't been greeted and you are watching someone mop the floor instead of attending the customers.

I asked how many Beyond Meat sausage sandwiches they had available (none), I asked how long would it be for them to make fresh ones (10 minutes), no problem, I ordered 6 of the lettuce and tomato Beyond Meat sausage sandwiches, 4 wedge fries, and went to wait in the van with my hubby and kids. When I returned at 8:50pm, I was informed they didn't have any biscuits for the sandwiches, but they had English muffins. I asked if there's any dairy in the English muffins because my kids are allergic to dairy. The lady that took my order then proceeded to inform me that not only did the English muffins have dairy, but the biscuits did as well. I had been informed the first time I ordered them that the Beyond Meat sausage breakfast sandwiches with lettuce and tomato were vegan and was now concerned I had inadvertently given my children an allergen the last time I fed them at Tim Hortons. I checked the allergen information on their website, and the Beyond Meat wasn't listed. The lady running the drive through proceeds to say that no, they are both dairy free. At this point, frustrated and unable to find firm information, I got a refund for the sandwiches and left with the wedge fries only, but not before the lady that took my order instructed that next time, I should call ahead and inform them there's an allergy. (I later found the components allergen information, neither the English muffins nor the biscuits have dairy in them.)

This location needs more of a customer focus, and better training on allergen information. Had I not been misinformed about allergens, my family would have had their treat meal and they would not...

I went in and ordered a small coffee and a iced coffee maybe because I ordered a vanilla iced coffee that made it more confusing, but I waited and I waited and after 12 minutes, the lady behind me notices she was getting her order before mine, so I inquired, and I was told that my card was declined, but the only problem was I did not pay by a card and I paid by Tim’s app then she told me that she couldn’t tell me my card was declined because I went to the bathroom, but I did not go to the bathroom. I was standing right in front of the counter where you pick up I asked three times to have my money returned and one cashier said she would make the drinks now, but never did , after being there for 20 minutes, I asked for a refund for a second time. I still did not get it so then I had to unfortunately, but in line for a second time and asked for a refund again finally the young cashier who I think was a trainee, went and got somebody who came out who was polite and provided me with my refund in cash because they do not know how to put the refund back onto your Tim’s app will not go to this location ever again no way in double hockey sticks!!!! My next step is to contact the store manager tomorrow. It will not do me any good because I won’t ever return, but my first recommendation for him or her is to manage the store properly by fully staffing their coffee store that have customer service experience…. Worst experience ever and to make iit worth I left the restaurant with no coffee and we were late for the hockey game!!!

UPDATE: I called and spoke with the manager named Nania today…. She was very hesitant on giving me her name, then asked me what happened as though she was expecting a complaint. She rushed me as I was explaining my complaint and told me it won’t ever happen again. I informed her of the previous reviews and that this has been consistent for several years . I informed her that there was only three ladies working the night before and that as a manager, they need to better staff the restaurant with more employees so that they don’t get the sort of complaints as their customer service is horrendous …. I informed her that I will be filing a formal complaint with the Tim Hortons corporate office and she hung up on me. Makes you wonder why their staff has poor customer service when they have a manager who hangs...

There were numerous errors in my visit today, but what I am contacting about is that this location served my child, who then ate, expired (21Dec2018) Apple Slices on 6January2019. I brought this forth to the manager on duty who then confiscated the bag with the expiration date on it. She took my name and phone number and then told me I had a $20 credit at the store. I told her I wanted a refund instead as my order was wrong, food was cold and my daughter's grilled cheese was overcooked. I then asked for the packaging back from my Apple Slices. This was within five minutes of notifying this manager. She told me she no longer had the packaging and it had been thrown out. While she was attempting to process my refund, I saw the staff confront her with a box of expired apples that were in the serving area. When she said she couldn't provide my packaging, I asked her for an unopen package as I wanted evidence if I had to take my daughter to the doctor or hospital for food poisoning. She again refused to provide me with the package, saying that she no longer had them. I asked them where they were and she said they were in the trash. I asked again for them and she refused. She told me I could crawl in the dumpster to look for them. During my time in the store, I never saw an associate take trash outside. After 15 minutes, she finally provided me with a young store associated to help me look through the trash in the dumpster. You could clearly tell that he was not impressed with the idea and I didn't appreciate the fact that the manager was pushing the ownership of her mistake on her associate. We were able to pull out one bag out of the dumpster, but stopped after that as it was unsafe to do so any further. I then asked to see the trashcans inside the location to find my packaging. She would not let me back to the trash and only brought out select trashcans for me to go through. It seemed very obvious that she was trying to hide the fact that this happened and was not going to allow me proof that would hold her liable. Another customer was also given at first the expired apple, and luckily his child did not eat them. I have his contact information to collaborate on my experience. At this time, because this supervisor refused to assist me fully, I have notified the Fraser Health Board of...