Tim Hortons — Restaurant in Burlington

I did not want to leave this review as the only issue I have is the food counter. I even contacted their customer service on the on line form to try and solve this issue instead of leaving this review. I have no issue at the front counter or the quality of the food and drinks. My issue is the staff at the food counter. I am in a wheelchair and 2 different people last week on 2 different days refused to put the food on the shelf provided that I can reach. All they have to do is take 2 small steps to their right. I’ve been eye rolled by one when asked if they can put the food on the shelf as I cannot reach on top of the glass counter and the second time I was told it was easier for them to put it on the glass shelf but she eventually picked it up and thumped it on the shelf. The issue here is not that I want any special treatment I just want to be able to take my food off the shelf within reach. It takes a lot for me to be able to go out and most days I just go for an iced coffee and one lady in particular is always so nice and smiley to me. I did receive a response from the customer form saying that the store or franchisee would contact me and 3 days later I’ve had no response. The silence speaks volumes! I assume people that are in a wheelchair are not welcome at this location as I have nothing else to go on! I’m sure I’ll now get the same automated response telling me to contact the helpline like I already have. People with mobility devices are still people with money to spend. All I asked for was to be able to pick up my sausage biscuit from the shelf provided. This is basic customer service training - pass the item to the customer where they can reach is basic decency and if people are that cruel when they can see you in a wheelchair and know you can’t reach then I don’t even know what to say. I will go out my way to go somewhere else now even if it costs me more money. GIVE YOUR HEAD A SHAKE! I guess you can’t train people to just be kind!

** YET AGAIN WITH THE AUTOMATED REPLY. I ALREADY DID REACH OUT BEFORE I EVEN ADDED THIS. If you had read the review you would see I’ve been speaking to your team for a few days and I’m still waiting for the owner of this location to respond as your contact does not do anything other than say the location will contact you and they don’t! your silence speaks volumes. This location is not wheelchair friendly and could...

Today, my family and I visited your Burlington Centre location at 777 Guelph Line in Burlington. My sister purchased a medium coffee and a medium tea. Upon sitting down, we noticed the coffee was leaking from the top. When my sister removed the lid, the coffee overflowed onto the table and her clothes because it was filled too high. Additionally, the drink was not what she ordered. We all grabbed the napkins and Kleenexes we had at the table to clean up the mess.

My sister ran over to Tim Hortons to ask for more napkins since they were not out. She was told that if it was for a spill, she should get the custodian as they do not supply napkins for spills. Despite explaining that the coffee was on her shirt and the table, and a couple of napkins would clean it up, she was told”we do not supply napkins for spills, again, go find the custodian.

Unable to find anyone to help, I went over to Tim Hortons and again explained the situation. I was told I could not have a napkin. When I asked the employee for her name, she rudely said, "Brooklyn, and make sure you spell it right," then walked away. Brooklyn, seemed to control everyone and most were not going to cross her and give me a napkin. One employee who was making sandwiches handed me a large amount of paper towels. Problem solved.

I am absolutely appalled by the behavior and rudeness I experienced today. This was an all-time low. I have the receipt and a witnesses to Brooklyn's rude behavior. We have been long-time customers of Tim Hortons, and thankfully, this is not our usual experience.

I have also contacted the head office regarding this...

I visited this place today as I do everyday for my coffee around 3pm and I saw the manager was yelling at one of the girl I don’t know the whole conversation but she was actually threatening her to replace with someone if she don’t want to work properly. I don’t know the whole story but being rude at that level with your employees especially out front of customers is just degrading to someone.

This is not the first time I have seen this happening I remember one time a lady was in a line to order her drink I guess she works at this location when she came up on the till I was on the other till this old lady manager came out and started yelling and shouting at her for something that she probably forgot to do on her last shift. I was shocked with her behaviour because the lady came for a coffee on her day off not to get yelled at.

Really disappointed with this behaviour and I have seen the expressions of other employees when this happened they all actually seem so used to it or scared that they don’t even react or say something. I hope the management will do something to fix this. Because being a regular customer it’s really disheartening to watch your fav people being treated like that.

Please take a serious action for this just not acceptable make us...