Tim Hortons — Restaurant in Burnaby

ATTENTION TIM HORTONS,

I just wanted to share my experience from yesterday. I’m a regular customer at this location, and honestly, I was really disappointed this time.

I ordered a Vanilla Iced Latte and a Mocha Iced Cappuccino. The cashier, NAVPREET, didn’t give me a receipt or order number and just moved on to the next person. When I got my drinks, both were Iced Cappuccinos. I asked the girl who was making the drinks (not sure of her name) and she showed me the slip — both drinks were punched in WRONG. Thankfully, she was super patient and kind, even though she was clearly the ONLY one making drinks and it was really busy. She remade my Vanilla Iced Latte without any attitude, which I appreciated.

But honestly, this wasn’t just about my order. I saw MULTIPLE CUSTOMERS dealing with WRONG ORDERS that day, and all of it seemed to be because of NAVPREET ringing things in incorrectly. She was also on her PHONE or TABLET while there was a BIG LINEUP, and instead of apologizing or helping, she actually ARGUED and RAISED HER VOICE at the girl fixing her mistakes — in front of everyone.

This kind of thing doesn’t seem like a one-time slip-up. It looked like a regular HABIT and it was really frustrating to watch, especially when people are WAITING and staff are clearly trying their best to clean up the mess.

Please take this seriously. It’s affecting the customer experience and putting pressure on the team. Thanks for taking the time...

Most of the employees here are kind. However, I had a frustrating experience when I ordered through the mobile app. I was about 10 minutes late picking up my order, and when I arrived, they had completely lost it and didn’t even have a record of my receipt. I understand they were busy, and I was late, so I can see how things like this might happen. What I don’t understand is the attitude I received.

One of the employees told me that I was too late and should be on time next time. She pointed to the time I placed my order, which was 30 minutes earlier, but my scheduled pick-up time was actually 20 minutes later, meaning I was only 10 minutes late. I had selected the right pick-up time in the app, so the times didn’t match exactly. Despite explaining this, the employee insisted I was at fault for being too late, without acknowledging the correct pick-up time.

Is being 10 minutes late really enough to receive complaints from the staff, especially in front of other customers? I don’t understand why I was singled out for an issue caused by Tim...

this is by far the most unorganized, slow Tim Hortons location I have ever been to. Every time I have ordered there my order has been wrong. I ask for an everything bagel, I get a plain bagel. I ask for steeped tea, I get a coffee. I have waited 35 minutes for a sandwich, which defeats the whole purpose of fast food. I get that it's busy with students and such but I have been to the Tims at UBC and they have never messed up an order and are always less than 15 minutes. There is always one lady worker there that is yelling at other staff members to 'get out of her way' and such. the other workers look very stressed and not happy to be there. They either need a new way of managing stress and orders or more workers or something. Every time I go I am not impressed with...