Tim Hortons — Restaurant in Calgary

I go through this drive thru twice sometimes more daily. (I have the bank statements to prove it). Upon approaching the drive thru I have to repeat my order several times. When I get to the window it is ALWAYS wrong...its been right less then I can count on two hands over the past 6 months. I've complained in the past and been given free coupons as compensation but it doesn't matter because they mess up the free one! This morning, I drove thru and order a LG steeped tea 1 milk 2 sugar, a large black steeped tea with milk and sweetener on the side and a large double double. I was told to pull ahead and wait (sure no problem). I had a supervisor bring me my 3 drinks but forgot my stuff on the side for my black steeped tea. She said sorry and went back in to get it. Ok whatever. I look at the markings on the lid and see 1 c 2s instead of 1 m 2 s on my tea so I open it up to taste it. Sure enough it was cream. When the supervisor came back I told her the tea was wrong and then proceeded to talk with her about all the times my order is wrong. She cut me off and didn't seem to care about the service level at the store. She said "I didn't make it, I will fix it". I waited some more for her to come out again and this time she brought me a cup with the lid marked 1 m 2s. Ok then. I left and started to drive North on Deerfoot. I opened my tea about halfway to 64 ave only to discover it was coffee instead of tea!!!!!!!!!!!!!!!!😠😠😠. When I got to my location I was driving to, I phoned the location and requested to speak to a manager. I told her about the mess this morning and she again didn't really care and said she would leave 3 free drink coupons for me. Which I said "fine. But this isn't fixing the problem at the location." I asked her to tell me how the issue of my order being incorrect every day was going to get resolved. She sighed on the phone like she didn't care and said all she could say was sorry. I told her I don't was to hear another apology, I want the problem fixed and that I would be submitting a complaint to Head Office (which I did). So then I went back a few hours later to pick up my coupons on my way home. I ordered a steeped tea 1 m 2 s through the drive thru. Ended up with a steeped tea 1 m 1 s at the window and advised the worker at the window of my 3 free coupons the previous manager said she had left for me. The next supervisor that had come on had NO IDEA what I was talking about and almost didn't give me my drink for free. I started to try to talk to her about the issues I've been having at this location and she also interrupted me and brushed me aside. Obviously this problem is stemming from the Management at this location. As a former Bar/Restaurant Manager I can tell you for a fact that if your Management doesn't care about the service levels at your location, neither will staff. I will be recommending a management change to Head Office when they contact me as well as I have read multiple reviews on here that sound like similar issues to what I have been having. Please submit your complaints everyone! It is the only way we can get this neighborhood Tim Hortons up to Store Standards. Thank you for reading...

I’m updating this review because I have had the owner of the store reach out to me and resolve the matter in a professional manner, which went a long way to change my views on this experience. As a result I have also amended my review stars

I appreciate his professionalism.

I just had the most peculiar experience ever at this Tim Hortons. I placed my order (with the person who I have now found out was the manager). It was a moderately busy order so I did my very best to make sure there was no confusion with what was being said. Unfortunately, I was met with repetitive and disorganized responses. When approaching the service window at the drive thru, I noticed that the woman at the window was handing me two cups so while having one already in hand, I gave it back (it accidentally spilling) and politely attempted to ask for a tray for both cups. Here’s where things got weird. In a huff I was told by this same woman that “I should’ve asked for a tray ahead of time”. To which my reply was “....or you could’ve asked if I needed one? And I would’ve probably told you ‘Yes’”. She must have not liked my response because she chose to pursue the matter like a scolding mother that I was wrong and should have made it known to her that I, (a lowly customer at Tim Hortons) should have let (her excellency), the manager, know that I required a tray. (Think of Looney Tunes with Yosemite Sam as a cook bringing the King his Hasenpfeffer). After an awkwardly heated exchange and for the sad fact that her loyal subjects (the customer service team she was in charge of) were party to this chaos and disorder that was transpiring behind her; I took my order unpleasantly and decided to leave this review as a reminder that “ good customer service” is a respectful and mutual synergy between patron and restaurateur. I guess she must have missed that workshop before she got the job. I won’t...

I’ve been going to this location for 3 years as it is the closest to my work and convenient. I honestly don’t know why I keep going back. Drive thru here is horrendous. Their tone of voice is always unhappy and rushed. You get to the window and they grab your card out of your hand to tap it (that’s unacceptable), while simultaneously trying to hand you all of your items at once in a rush to get to the next customer. I understand time is money, but when it is sacrificing good customer service and a pleasant experience I think they need to take a look at their priorities. I’d rather wait an extra minute or two in line to receive good service and be greeted by happy staff, than to be talked to rudely and have my food thrown at me. I’ve tried going inside the restaurant to see if I would receive better service inside, no better there. Just as rude, rushed, and quick to move on to the next person. I’ve had many orders come out wrong and or missing items. When you tell them they made a mistake they look at you like the world is ending and huff and get upset that they have to fix their mistake, but if they just took a little extra time to look at your order and ensure it is coming out correct there would not be this problem. Sure it is a busy location but no busier than most others I have been to. This kind of service is unacceptable and I would not recommend going to this location. I know they can do better. I hope they can redeem themselves and figure out a better system because I am tired of feeling stressed every time I leave this...