Tim Hortons — Restaurant in Centre Wellington

Attended at this location Saturday, July 22nd morning. I went into the store assuming it would be quicker then waiting on the very long line up at drive thru. We were waiting in line over 15 minutes before being addressed at the till. Once run through the till the long line up behind us was serviced rather quickly through receiving payments, but not one person was working as a team to get the jobs done. As I recall from Tim Hortons’s employee policy is the cashier is the one who take all orders, get the backed goods where another employee makes the hot or cold beverages and another employee is doing the sand which counter. A lot of the employees were standing around talking to each-other is various languages and not helping where help was needed in other departments to ensure quick and satisfactory service was completed both in store and drive thru. I had asked for an Oreo ice cap and a few other goods. When advised they did not have the Oreo crumble for the ice cap after they had already made an ice cap I had asked for a refund for the Oreo style and I was only going to pay for a regular iced cap if they were not going to give me exactly what I paid for. I then asked for the ice Capp and the lady got rude with me and asked me if I was going to pay for it, I advised I did as you should have only given me back the difference of the ice Capp. As she denied everything I requested and reviewed the receipts the one showed I was refunded an ice cap in full, which was a different price point then what the original receipt indicated. All that should have been done was the ice cap should have been reduced/ refunded for the difference in type of ice Capp that they were serving me with vs what was ordered if they could not supply me with the service in full. When I asked to speak with the manager the lady at the till advised she was the assistant manager and the only manager on duty. The lady at the till was rude, under minding, tried to play the racist card on me in front of a full store of customers while all employees came to gather at the till once she decided to threaten me that the whole store would be there to back her up! As I proceeded to the leave without the ice capp she decided to yell across the store at me saying “look at what kind of person you are it really shows, keep walking I’m not serving you.”

At what point is a manager allowed to speak to customers like this and get...

I was meeting someone for coffee here in Elora, and I used the work at this location last year. I get it can be stressful. And people make mistakes. But I went in to get my tea and a wrap. I got an egg and cheese farmers wrap with extra chipotle. I don't eat meat and dislike the plant based sausage. My tea wasn't made right, and the wrap ended up being a sausage farmers wrap. I was upset, but understood, it was 3pm Thanksgiving Sunday. But I went to get it done right and stood at the sandwich counter for two minutes without any help. So I went to someone who wasn't doing anything. She didn't know what to do. My order was wrong. She ended up going to the guy making the food and he was confused. He made it. Took him 5 minutes. To make a wrap. That didn't even have meat. There was no other orders on the screen. When I got it, there was not extra chipotle, which I was upset but had given up at this point. When my friend showed up, she was in line for almost 10 minutes to get a medium coffee with 1 cream. There was only 1 till open. A lot should be done. This Tim's wasn't always that fast, but it was still kind of okay. Now it's bogus. I went on Friday for 2 iced coffees. 1 was caramel iced coffee made with milk. The other was a normal one made with milk. At the window the guy tried saying I only asked for 1 made with milk. Which I didn't. It took him 3 minutes to make a new one, but it shouldn't have taken that long. This place is in serious...

If you had stopped at a Tim Horton's and thought you had forgotten or dropped your wallet while you were there, you would expect that one of the employees would help when you called. That is exactly what I did when I got home after stopping for coffee at the Elora Tim's (78 Wellington Rd, Elora, Ontario) on my way back home which is about 120 kilometres from my home. I called three times because I wasn't getting an answer. When a person answered, I was told that he couldn't help me and passed the phone to another person. I asked that person if my wallet had been returned to the counter and immediately said no. I asked if that person could simply go look at the exact spot after I described where I parked. It wasn't difficult because there were only 4 spots in front of the building where I parked. The person said that they couldn't understand what I was asking. So I asked again and explained that I lived very far away and would like to know if my wallet was dropped by my car. Once again, the person told me that they could not understand my request and asked me to call back in 10 minutes. And I did exactly that and both times, a person hung up on me. I don't know who hires the employees at this Tim's however both that person and those that I spoke to should no longer be employed or taught a level of service and respect which is a typical standard at the Tim's that I frequent in my town. Someone found my wallet and it was...