Tim Hortons — Restaurant in Brampton

To: Tim Hortons Location Manager / Owner Subject: Complaint Regarding Rude Behavior by Night Shift Staff

Dear Sir/Madam,

I am writing to bring to your attention a disappointing experience I had at your Tim Hortons location in Sandalwood & Kennedy Plaza during the night shift on August 2, 2025, at approximately 1:30 AM.

When I arrived at the drive-thru, I waited at the window for around 10 minutes, but no staff member came to assist. After the delay, a Punjabi-speaking female employee (who regularly works the night shift) eventually showed up. Instead of apologizing, she rudely questioned me about who had opened the window — even though it was already open when I arrived.

Her tone and attitude were disrespectful and unprofessional. This isn’t the first time I’ve experienced such behavior from her. As someone who visits this location frequently because it is near my workplace, I felt extremely disrespected and disappointed.

This Tim Hortons is part of a trusted franchise, not a personal business. That’s why I am submitting this formal complaint — I believe the owner and management should take appropriate action, especially in regard to night shift conduct and customer service.

I hope you will look into this matter seriously and ensure that respectful and professional behavior is maintained by all staff members.

Thank you for your time...

Dear Manager,

Today, on August 5th, 2025, I arrived at your Tim Hortons location at approximately 3:40 AM. I knocked on the glass window and politely asked the employee inside to open the gate. In response, the lady inside signaled with four fingers, indicating that the doors would open at 4:00 AM. I agreed and was about to leave with the intention of returning at the correct time.

However, just moments later, another lady approached the entrance and knocked. One of the male employees inside came and opened the door for her. She entered, and I naturally followed in, surprised. When I asked why she was allowed inside earlier than 4:00 AM despite being told to wait, I was told, “She is a regular customer.”

I was shocked by this justification. I asked, “Are there separate rules for regular customers and new ones? Is this your private shop or Tim Hortons?” I did not expect such discriminatory behavior from a reputed brand like Tim Hortons.

This is unfair, unprofessional, and reflects poorly on the standards of your establishment. I also have video evidence of the incident, which I can share upon request.

I respectfully request that you investigate this matter and take strict action against the involved staff. Every customer deserves equal treatment, regardless of how often they visit.

Looking forward to your response...

The constant disappointment with Tim Hortons staff never ends. Seems like unprofessionalism has become their baseline. Your staff’s attitude is a direct correlation with declining customer service. Employee named Ravneet (if that’s even her name which was provided by another employee) who refused to give her name after providing rude customer service. Upon asking for her manager, she doubled down on her attitude and said there’s no manager when I can very well see there was one that walked by earlier. Mind you I have had another encounter with this individual before but never put in a review. To make things further worse, my order was incorrect as well. I absolutely understand customer service is not an easy job but if you decided to come to work, you have to be professional. You have to watch your attitude, the tone and cadence of your voice and your facial expressions. Please educate your staff on how to deescalate situation not antagonize them further. Simple sorry, thank you or answering someone’s question instead of giving attitude could go a long way. Believe it or not the manager of this place is amazing. I really hope these employees learn something from her by following in her...