Tim Hortons — Restaurant in Colwood

Dear Tim Hortons Management,

I hope this message finds you well. I am writing to express my dissatisfaction with the service I have received at the Tim Hortons located at 1820 Island Hwy, Colwood, BC V9B 1J2, particularly in the afternoon. This issue has occurred on two separate occasions, and I believe it is important to bring it to your attention for the sake of improving the overall customer experience.

On both visits, I placed an order for a customized wrap that I have requested at various Tim Hortons locations in Victoria and Saanich without any issues. My order includes:

One plain white wrap Potato wedges inside the wrap Crispy Onions Tomato Lettuce 3 ketchup packets inside the wrap

While I have had no trouble receiving this order as requested at other Tim Hortons branches, I encountered a problem at this particular location in the afternoon. The issue arises with a manager who has denied my request not once, but twice. He consistently insists that "This is not our procedure," and his attitude towards customers has been unprofessional and discourteous.

I am particularly concerned about the manager's behavior and demeanor during these interactions. He comes across as dismissive and acts as if he is doing customers a favor by serving them. Additionally, he does not introduce himself by name, making it challenging for customers to address their concerns directly. The manager in question is a young man with blonde hair and tattoos on his fingers.

Moreover, his method of taking orders leaves much to be desired, as he simply asks, "What do you want?" This approach is far from the welcoming and friendly service I have come to expect from Tim Hortons.

My primary concern is the inconsistency in the application of the ketchup request within the same Tim Hortons location. If not putting ketchup inside the wrap is indeed a standard procedure, then it should be consistently applied throughout the day. If there is a genuine reason for the deviation, it would be helpful for customers to understand the rationale.

I believe that Tim Hortons has built its reputation on providing excellent customer service, and I have always enjoyed my experiences at your establishments. However, the recent encounters at this particular location have left me disappointed and frustrated.

I kindly request that you address this issue with the manager in question, review the standard procedures, and ensure that all employees are trained to provide consistent and courteous service to customers. It is my hope that this will prevent similar issues in the future and uphold the reputation of Tim Hortons.

Thank you for your attention to this matter. I look forward to your response and a resolution to...

Edit: They deleted their reply... Good thing I screenshot it first and posted it. It's just a canned response.

I'm done with Tim's from now on... Dirty dirty dirty!!!! Flys in the display landing on the food, behind the counter is a cockroach playground. The tables are filthy, the floor is sticky, the garbage is over flowing / fly breading ground, the food is just no longer food. A breakfast sandwich is what? Cold chunk of egg with unmelted cheese.

When you order chill, they add water to the heated container and spoon extra water into your bowl. When you question it, chilli soup!! Chilli soup!! No, chilli!!! Someone who has never seen chilli is serving it to you and telling you what it's supposed to be??

I've seen workers come out of the bathroom with no obvious signs of washing their hands.

No more!! I'm done. NEVER!! Dirty and discussing!!

Why is the owner making fake apologies? Nothing done about the problems. Look at the dates of these other complaints...

Stop getting this crap...

Edit: Another FAKE attempt at an apology - Just a watered down canned response just like their chilli soup. :)

Go somewhere else. I am now going to Starbucks even though I disagree with their political opinions. At least I know I won't get sick or eat fly eggs that will soon be maggots while I'm trying to have a morning apple fritter.

You can tell that the 'good...

Waited in line, when I got to counter I asked the server to grab the last two chocolate chip cookies before they got taken by the drive thru. (It happens) Dalton said did you pay for them yet? No I am just asking for you to grab them before someone else does. He seemed confused not saying anything and asked me for the $3 something. I said I was ordering drinks too just asking him to grab the cookies please. Not a word again. Got the cookies. Then there was a mixup in my drink order, which by now I have paid of course, otherwise I would have left. I think he was training but... There is no reason to be blaming the customer, not clarifying before dumping half the drink out which had a vanilla shot too, and dropping the drinks and leaving. was such an inconvenience when I asked for ice as the drink wasn't cold (basically most of it was dumped to make room for coffee) he just dropped it too and walked away. I asked for his name (mentioned above). He told me and asked why. I told him this was the worst service I have ever seen at Tim's. Customer service is so important in this industry and you need to make an effort at work, not gossip to coworkers about the customer while making the drink wrong. Say your sorry for the mixup, thank the customer, say something in the end... Your boss wants that customer to come back right? Care about your job...