Tim Hortons — Restaurant in Calgary

24/05/23: A yr later I am still dealing w/ the same issue when I bring my service dog in; ironically I saw a yt man, last Friday, bring his large dog in with no documentation or a sash & he was not asked ANYTHING. Today, a dark haired female employee, confronted me in the line. I told her I have the documentation & she literally stood there staring at me as I searched. I politely asked her if she could give me some space; keep in mind I am w/ my friend who witnessed this. The employee went & grabbed a yt woman who I imagine was a supervisor. My question to the employee is (1) Did I refuse to show you my documentation? (2) Was it necessary for you to watch over me like I was about to steel something? (3) why did you escalate the situation when I never declined your request & remained polite to you the whole time?

My pup was missing her sash; regardless of the circumstances when my friends are helping me get from point a to b they don’t always know everything that my service dog needs. At the end of it all the yt woman was the one to have the calmest tone tho at the same time she was telling me on how I should know better & I responded w/ some context surrounding today & responded w/ sensitivity training would be useful w/ certain staff. Again, I said Alexis and Sheila have always treated such matters with respect & dignity but everyone else has been unnecessarily rude when my tone has always been that of calm and respectful.

Conclusion? Do better. I am tired. I even offered to email my dogs documentation to avoid this. My friend witnessed it & felt the initially contact was unnecessarily aggressive & consistency needs to be established. —————

12/04/23: 3 stars for Sheila and Alexis who not only worked efficiently but exuded kindness and respect.

I want to address the other employee (female w/ dark hair, did not get a chance to see her name tag) and the store manager/owner (the white man, white shirt no name tag). I just moved into the neighborhood on Monday therefore yesterday was my first time at your location. I walked over with my service dog, I am well aware that animals are not permitted in Tim Hortons and Starbucks establishments with the exception of Service Animals. I have my dogs documentation & sash handy for such instances. Rather than speak to me, the dark haired, female employee rushed to her boss, the white man, and stated "she has a dog in here" which I could hear and responded that she was a certified Service Dog and here is her ID; and I also added "all you had to do was ask". Here comes the second disappointment; the man took a look at me then the certified card and turned his nose up at it and begrudgingly returned it to me. Sir, I do not know if that expression was intended for me or my dog or both but either way it is not a good look and you came off discriminatory. As a privilege, white male AND as a man in leadership you need to be mindful of how you come off to people; especially when you have no idea who those people are or who they me be connected to. With cancel culture ramping up more and more by the day; you could end up in a news article, news segment or a tv/radio show. To the dark haired woman, next time just kindly greet the patron and inquire rather than ignore them, you are frontline worker and deal with a lot daily but it starts with your initial contact and/or reaction to a patron that will set the tone for the interaction. If it was not for Sheila and Alexis I would choose to avoid this location but I won't let my first experience there deter me from the convenience of the location. I slept on this and it still did not sit well with me and that is why I chose to write my review. May this be a lesson learned for the aforementioned individuals above; greet people with respect and kindness, inquire first before accusing and be mindful of your expressions and body language. There is enough problems in this world towards bipoc and individuals with disabilities; do not be a contributing catalyst for...

I went to this location with my scooter once which is a very small one and is foldable. The staff asked me to go out because they don’t accept bikes. I had it folded in my hand and wasn’t obstructing anything. One of the staff, her name is Sihem, she started being really rude telling me to go out and she was waving her hand saying get out, get out, bye. I called their manager and complained about her rude behaviour and he told me about his policy for not having bikes which is understandable and I fully respect their rule about that which is for safety of their customers. A Few days later I went back and stayed in line, when it was my turn to order, same lady Sihem, came up and said we can’t serve you mam until you talk to our manager. I was totally shocked. I told her I already have talked to the manager. That day I had my badge on and on my work uniform and it was so embarrassing to be asked to leave their store, it was exactly like when they needed to ask thieves or criminals to leave. I was so offended, she called her manager and was told that it’s ok and eventually they took my order. I was late for work. Then, this morning again in my work uniform and having my badge on, I am a doctor working at hospital, I got my order and asked her for some napkins. She looked at me and walked away, I called her and asked her for her name, she refused to give me her name and was mumbling something about scooter, and that I am looking for trouble. I was never there with scooter. I was shocked to hear she is still talking about scooter. I went with my scooter once and that time I folded it right away when I was told about their policy for bike and told them even though this not a bike. I talked to her manager for the third time, he again told me he will talk to her. This staff is extremely rude and very disrespectful. She keeps insulting me in every way possible whenever I go to their store and can get away with it. I never have had this experience in Canada and never have seen...

Today I ordered 8 items, 3 drinks, 3 sandwiches and 2 bakery, they put my 3 drinks(with my name’s receipt under it) and a package with 3 items together(no receipt attached) together, which make me think they are my orders. I found they didn’t give the two bakery, so I went back and asked. They told me the 3 items are not my order, and give me a disdainful face. Because my mom has started eating the sandwich which is same with what I ordered ( that’s why we didn’t notice we picked up wrong bag). I asked “do you wanna take it back?”, because I don’t want to take advantage of it. One staff wave me away impatiently, so I think they don’t want to take it back. I kept asking about my 2 bakery that they didn’t give me. The staff said impatiently and loudly ”that’s all your order!” I said “ you don’t give me my bakery.” Then she kept repeating saying “ that’s all your order!” until I insisted asking her to check the receipt, then she found her mistake, and gave them to me reluctantly. After I went back to my seat, one of their staff took away our previous wrong items without saying anything. It’s very rude! Worst experience ever! It’s their management issue that they didn’t put all mobile orders organized, but they blamed the customer picking up wrong items and show me an impolite attitude! After we finished our meal, I ordered a takeout with two farmers wraps to bring home. The wrap inside has less egg and meat than usual, I think they are doing this on purpose trying to get the sandwich money...