Tim Hortons — Restaurant in Calgary

Today we went into Tim Hortons with a coupon that had written “one per customer” on the back portion of the paper. We presented it to the cashier (McKenzie), who then rolled her eyes and told us that it was one per family, per day.

This didn’t make sense to us because first of all, we weren’t even family and we kindly told her that from the start. She then rolled her eyes and rudely said “It’s not my rules, it’s the owners”. We kept telling her that no where on the coupon did it indicate this as well as kept reminding her that the “one per family” rule didn’t apply to us, because we weren’t family.

First of all, there were three of us, with three coupons and we were going to pay separately which means that we are three separate paying customers.

She told us how annoyed she was that the owner made up these “silly” rules and they kept getting customer complaints because of them.

We asked to talk to a supervisor, because there apparently wasn’t a manager in store at the time, which then came (Rose), who also didn’t listen to us either. She did the exact same thing as McKenzie, but with less eye rolling, and didn’t take our complaint into consideration.

It’s not the saving money from these coupons that was the issue, it was the lack of customer service that we received from these two specific employees that ruined the experience of Tim Hortons for us. I personally work in customer service and would never assume because someone is the same race or walk into a shop together that they are considered “family”. It is wrong to make these assumptions.

Basically, McKenzie told us we needed to pay full price and she refused to honour these perfectly valid coupons for us and told us that no other cashier would help us out. The way she was talking felt belittling.

In general, I don’t believe that the customer is always right but in this specific situation I think the staff are poorly trained and from the start weren’t pleasant to deal with. Personally, I will not recommend this location to anyone in the future when there are competitors with better customer service skills in the same area.

This complaint is based on the principle of the situation that is both frustrating and...

This location has the worst service. One star isn’t low enough to describe the service here. Went to the location tonight and went inside as I alway have trouble with this location making my drink, a London fog, as they always say the machine is being cleaned. It had gotten better recently but tonight I went inside and stood in line with one other customer in front of me. We now outnumbered the staff paying attention to the restaurant 2-0. We waited and exchanged looks confirming to each other that there was nobody working the counter. We each took turns yelling hello to the staff we could clearly see working the drive through, neither acknowledged us. Finally one of them came over and we though we were getting served after almost waiting 10 minutes. Instead he was just getting pastries for a drive thru order. He then finished that order and finally served the customer in front of me. That customer was getting multiple gift cards for a Christmas gift and there seemed to be trouble getting the order completed. The customer stepped aside as another staff member finally came out of the freezer to the till and waved me over. From what I could now put together the other customer did not get his gift receipts for the gift cards but instead of trying to figure out how to print them they told him it was broken as they proceeded to take me order. The other customer argued with the staff awhile while they were preparing my order but he finally left still angry. I got my order after about 15-20 minutes of being inside the location. If I had confident my order would be correct by going through the drive thru I would have rather done that than dealing with all of this. Anyone could have gone behind the counter and done whatever they wanted without the staff paying attention tonight. Honestly this Tim’s franchise should be taken away from the current owners if this is how customers will be treated and all the evening staff should be re-trained or...

Today was a HORRIBLE experience, especially the employees working at drive thru. At the speaker, I had asked what kind of soup they had. The lady in the speaker didn’t understand what I was trying to say, so I had to raise my voice and she still didn’t understand what I was talking. At the end, she got my order for chicken soup, broccoli soup, and chili. I requested for the full long bread for all 3 soups, and the lady didn’t understand what ‘full bread’ meant. When I drove up to the window, they repeated my order and I asked for an ice coffee because I couldn’t order it at the speaker. When I paid, they gave my drink first, then the Indian lady chucked my food into my hands and one bag almost spilled. When I looked into the bags, they only put half bread. The lady didn’t want to correct it, although I said it through the speakers I wanted the full bread. She then took it from my hands and exchanged the bread for the full. When I got home, the broccoli soup tasted LIKE GARBAGE!!!! I believe when they took the order back, the lady purposely put water in my soup because it tasted like water without even being warm. UNACCEPTABLE!!!!

This is not the first time this location has messed up my order, employees are extremely rude dine in and drive thru, makes themselves that they don’t understand what you are saying through the speakers, this is a CRAPPY location, I will NEVER go back to this place EVER again.

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