Tim Hortons — Restaurant in City of Lloydminster

I'm writing this in hopes that it can raise awareness about something other than a messed up order or wait times. The last two times I went to this location I witnessed something more frustrating than what could be considered my own experience. I should say first that the food and service itself is pretty good, similar to any other Tim's. You get your food quick and the order is usually right. However the last few times that I've stopped by, the actual work environment for the staff has been something that's made me not only uncomfortable but honestly made me angry. About a week ago I was in getting some gift cards for my own workplace, and in the time of waiting, something was going awry on the kitchen side. Something had broken with one of the ovens or something, I couldn't really make out what was going on but it seemed like absolute chaos. Not initially the problem. Where my problem arose was when a man who I can only assume is the manager stepped out to help with whatever was malfunctioning. While everyone's running around taking care of the lunch rush, the manager was trying to figure out how to fix this thing, but as the staff were trying to explain what was wrong or what they tried, his reply was "yeah well of course cause you're not listening to me", and as I myself am a team lead I can understand the frustration with mixed communication or the stress of a rush, I could tell that this person (assumably in power) created a toxic work environment that just made me uncomfortable to even bear witness to. You should not talk to your staff like that, ever. Worse that it's in front of customers. Fast forward to today, where I stopped by to redeem two roll up the rims that I had gotten digitally through the drive-thru. I haven't redeemed a rim in years so I didn't know that I was supposed to clarify that it was digital rather than physical. I pull up in the Drive-Thru and the woman accepting payment (different from the one who took my order) becomes frustrated that I didn't have physical ones, so she then starts speaking in a condescending tone to her coworker who hadn't asked, sighing and grunting that the order they made now needed to be redone, apparently. I then pull up the app and ask what I'm supposed to do as I don't know. She then keeps sighing and grunting and is now giving me attitude. Now I'll be clear, I do not put any blame on either of these ladies. This has to be a hard job; chaotic, and who knows what they're dealing with in their own personal lives. However, I cannot stress enough that these two instances seem to be connected, as I believe that the management, leadership, etc. has created this environment where the staff are speaking to each other in this way and then in frustration that ends up impacting the customer side of things. Staff shouldn't be giving other staff disrespect, and that sure as hell shouldn't end up on me either. I couldn't help but want to stop and just tell her to breathe, but I knew that A: that would come off as condescending; and B: it wouldn't help anything. I left today with my free donut and hot chocolate, but instead tasted the bitter flavor of this capitalistic hell-scape. Where staff aren't treated with respect, and are ran dry just to barely afford to live. It all starts from...

I visited Tim Hortons 4 AM today and ordered a cold beverage through the drive-thru, adding a few customizations to my order. Unfortunately, after placing my order, I experienced some unprofessional behavior from one of the employees. As I reached the window to pick up my order, I overheard the employee using inappropriate language. When I asked for his name to report the incident, he refused to provide it, which was disappointing.

When I mentioned that I would be leaving a review on the customer service, he claimed that his comments were directed at his manager, not at me. However, this still felt unprofessional, especially in a customer-facing role. I believe all customers deserve respect and courtesy, no matter the situation. I hope management addresses this to ensure better service...

It is always hard to write a bad review. It's more productive to write raving reviews but if truth doesn't shine itself to show light on improvement, then no changes are ever made. Please understand that your staff has little to know ordering accuracy. Orders are frequently wrong at this location. The team seems happy but some are clearly faking this and simply have no care. Going through the motions. There is also a huge language barrier with several employees. With respect, communication is paramount in a fast food establishment. Having to repeat or trying to understand the recognized national language of our country is simply inappropriate. Speaking foreign languages in front of others who cannot understand is also an insult....