Tim Hortons — Restaurant in Brampton

Dear Tim Hortons Head Office,

I am writing to express my disappointment and frustration regarding a recent experience I had at one of your locations(#3020). On Feb 22/2024(Time 11.59 AM) , I visited the Tim Hortons drive-thru and utilized the Scan and Pay feature on the Tim Hortons app to place my order. Unfortunately, wrong order charged by customer service representative during the transaction, resulting in two separate charges to my credit card. Upon noticing the discrepancy, I immediately informed the staff at the drive-thru window. However, instead of addressing the issue professionally, I was met with a dismissive attitude from three customer service representatives. They insisted that I provide evidence from the Tim Hortons app transaction history, which had not been updated at the time. Despite showing my updated credit card transaction history, I was met with skepticism and accusations.

Feeling frustrated and disrespected, I agreed to enter the store to resolve the issue. However, my concerns were met with further disbelief from five additional staff members, all of whom disregarded my updated credit card transaction history and relied solely on the Tim Hortons app transaction history, which had not been updated.

Eventually, the manager intervened and requested that I return once the Tim Hortons app transaction history had been updated. However, given the disrespectful treatment I received, I have no intention of returning to the store.

As a loyal Tim Hortons customer, I am deeply disappointed by the lack of professionalism and customer service demonstrated by your staff. I expect better from a reputable company like Tim Hortons.

In light of this incident, I kindly request that the store owner or manager issue a formal apology for the poor treatment I received. Additionally, I urge Tim Hortons to address the issues with the Scan and Pay feature and ensure that customers are treated with respect and dignity in the future.

If this matter is not addressed satisfactorily, I will have no choice but to share my experience on social media platforms to alert other customers.

Thank you for your attention to...

I ordered 2 bagel and coffee and specifically asked them to please cut the bagel as they have never cut my bagel in past. Moreover, the drive thru was not even busy to put my stand.Guess what, I was surprised!!! They did it again. They did not cut the bagel. This too when they asked me to go around and wait at front as my food wasn’t ready when I came at window.

No worries, No pressure, I do understand that it is bad time and food industry is going through a turbulence plus it is morning and people are rushing to get their breakfast But guess what it was not busy and they were well staffed I can literally see through window. Also, the drive thru was empty when I entered and then I had just 1 car behind me. Plus the time I waited outside for my food still the drive thru was not busy just couple cars. After good 10 mins I asked my wife to go in and get the food as we were getting late.

All I am to make a point here is that, I asked for 2 bagels toasted with cream cheese and requested to cut them in half as every other place does. I came on to the window and finds out that the food is not ready and was told to wait at front. After waiting I had to go get it which ruined the experience and perspective of having a drive thru at first place and then the request was not even processed which in-fact should not even be requested as it is a standard process of cutting the bagel in half. And this has happened to me so many time that’s why I requested for the bagel to be cut.

Now let’s just not start with the coffee and quality of bagel it is a whole another story.

It seems like they don’t care about customers and it is sad to see when you belong to the food industry.

It felt like employees are doing Us “customer” a favour by doing their job for which they getting paid...

Underwhelming experience at Tim Hortons today. I visited this location and was disappointed by service.

Four complaints in single order. Firstly the bagel belt was burnt. Kanchan was kind enough to give replacement for that. But to our disappointment, in the replacement they forget to put cheese. Then again we get replacement.

Another bagel was missing chipotle which we paid for. Though we were ashamed to complaint again. We went again and got replacement for that also.

The breakfast wrap was missing key ingredients. They didnt put hashbrown in it. As we brought it to the staff's attention multiple times, and it wasn't until our forth complaint that we asked for Manager. But the manager was not here.

So Kanchan called Supervisor Sukhpreet. She stepped in and replaced the wrap. Her response was lacking, simply stating that Ria is new and smiling, which didn't acknowledge our frustration. Sukhpreet should have taken our concern seriously as we mentioned her that it’s our fourth complaint today.

It's concerning that Ria was in charge of the bagel station without knowing the ingredients of basic orders. If it was just replacement, we would have shown the wrap to order taker Kanchan And she would have gladly given that.

The lack of training and poor service was concerning.

Highly...