Tim Hortons — Restaurant in Brampton

If I could rate no stars that I would. Today, Mar 28, 2025 I experienced by far the worst customer service at a Tim Hortons in my life.

I went through the drive thru and immediately approached with attitude from the gentleman taking the order. I started my order off with "Large Ice coffee" he then proceeded to say in a harsh tone "Ice coffee what size" I confirm large and then ask for a bagel with cheddar and extra butter. I was then asked to repeat the bagel portion of my order 3 times. On the third time I did raise my voice as he clearly could not hear me. He continued to say "you don't have to be an a$$ about it" and I said well you clearly can't hear me" I drove forward as he continued to keep talking as I didn't want further escalation with him.

When I got to the window, he was taking someone's order. I asked the woman if I could speak to the manager. She got the manager and I stated what happened. The manager kept apologizing and said it wouldn't happen again as she finished the transaction. He then started saying comments "why are you here" "Get your stuff and leave" and much more all well the manager was talking to me. I said that he should be spoken to and walked out for his lack of customer service skills. He then proceed to say "I'm not going anywhere" with a smirk and "Why dont you go lose weight". The whole situation was already heated at this point. I asked for the owners contact information. The manager then advised "Ma'am this is the owners son". He is still going with comments. I then told him the only reason why you have a job is because your father owns the place, because no customer service employer would accept this behavior. She writes down the owners name "Darren N**" and I asked for the number and my receipt. I called the store when I got home and it sounded just like the man who took my order. He advised he was the gm. I asked to speak with Darren and the "gm" advised Darren wasn't in and wanted to know the issue. I had said I only felt comfortable talking with the owner and the person on the phone advised it was policy to need to know the reason for my call and refused to take my information.

I then proceed to call the corp customer service line where even she was shocked and said that should have never happened. A ticket was made and she said I'd get a call back from Darren.

Less than hr later a lady calls from a cell phone num. I couldnt talk at the time and requested to call back. She said she would after 2pm. At 10:25am she calls back again.

She said she had already gathered all the information and had the story. Although my side was not. She said I shouldn't yelled at the intercom. I stated again I repeated myself 3 times what else was I supposed to do. She said that I was yelling in 4 different peoples ears (later she switched the 4 to 5) and advised that there could have been noise. She said 5 employees said I drove up to the window screaming "Big man" or something along those lines. I absolutely did NOT do this and repeated myself to this lady numerous times. I'll take ownership for what I said, but wont have words put into my mouth. I had already driven away from the intercom to avoid further communication, why would I drive up screaming? She stated, she was currently looking at the camera footage and it showed him continuing taking orders while I was at the window. I said well yes as previously stated when I first pulled up to the window he was when I asked for the manager. It was impossible to have him continue to take orders during the duration while I was at the window because I had the drive thru line stopped. Two and two were not adding up to what she was saying and I felt as if though I was being accused the entire time. She made up excuses; these workers are in a hard industry, they get spit on, hot water thrown at them, yelled at. Me yelling at the intercom because I was not heard, does not justify the chain of events. All in all from the phone call, I got the impression that I was being accused for what had happened. Although I...

Ok so let me start from beginning, it was an evening around 7:30-8:30 pm 2 days back and I ordered drive through. I bought two Halloween cups and 2 drinks n paid almost $40. Two girls on drive through were very nice and served us well . My amex didn’t work so had ask my friend to use her card on the order. Next day in the morning when I checked I saw crack on the tumbler and called Tim’s around 9am n so but nobody picked up . Got busy in my day and again called around afternoon and this SO CALLED OF THEIR SUPERVISOR NAME PRIYANKA picked up . Explained everything but she was like it was my fault and she literally said you should’ve checked right away and where is your receipt in very rude way , I said sry but they didn’t give me any receipt plz ask your employees and then I asked her name and she knew right on that moment that am gonna complain and said we are not allowed to tell our names so I hung up and called back in 5 minutes . This time this white lady sry but I don’t know her name picked up and very nicely explain everything and told me what to do and made sure that manager or person who can pull up receipts can contact me . Now comes second day and manger called me and said she needs the total so she can pull up so I told her and she said ok you can get refund but when I said am coming from far so she said it’s ok we will refund you as cup is broken ( here to remember I wanted to exchange or go to any other time to exchange which is near to me ) . So I went thr after driving almost 20 km and they said just get a card to get refund but by mistake my friend who I picked up just put refund on her card , she brought the wrong card but ladies on front told me to come back next day to get so I clearly told them that I can’t come again and again plz remember this girl and refund . So today my friend went there and her bad luck she met this so called supervisor Priyanka and once again she was extremely rude so I had to call and I literally told her that are you guys sleeping ? Bcz she clearly can’t see what’s going on and she refused to refund and then argued for like 10 minutes with me that we have you receipt until one of the other employee came behind her and said we didn’t . I heard it and I told her that see talk to your employees first . She is extremely rude . I wish there is any other word . To top of everything their manger said not to me but to Priyanka that give receipt to my friend so she can send me a picture and then I can show that picture on any tim nearby me and can get a replacement. So now let’s see...

I visited this location today at 9:15am. went through the drive-through and let the lady know i had a 2 can dine for 8.99 breakfast sandwich combo offer i would like to use. i asked for both sandwiches to be on a biscuit with chipotle added and for both to be sausage. i then asked for both coffees to be upgraded to large iced coffees with extra base in both. i was fully prepared to pay the modification fees as the terms and conditions state that modifications would increase the price. Not once did the lady taking the order seem confused about the order, or if she was, she didnt ask for any clarification. Everything seemed to be going as it normally does over the past 8 years ive been coming to this location.

when i drove to the pickup window, the lady whom took our order had 2 individual sandwiches with bacon and only 1 iced coffee. I inform her we had ordered sausage (i checked with my partner to make sure i hadnt made the mistake). She rudely continued, insisting i had ordered bacon repeatedly, however they went back and made the correct sausage sandwiches. Following this, I then asked where the second iced coffee was and was told i did not order one. My partner also mentioned there were no hashbrowns in the bag either which i pointed out. The lady continued to be rude while I tried to receive my correct order, stating i had to pay even more money to correct the mistakes on their end. At this point the manager Siya stepped in to help. Siya was great and did the best she could to resolve the issue. I explained what I had ordered and that the terms and conditions of being able to modify the order for an extra charge. I had already been holding up the line so I requested a refund and left.

I understand mistakes happen and maybe my order wasnt understood, however I am not the one punching in the order. If something is not understood, she should have asked for clarification. What made the matter worse is when the multiple mistakes had been brought to light, she continued to belittle me as if i was at fault. Extremely rude service and I...