Tim Hortons — Restaurant in Courtenay

Long story, buckle up. So we ordered ahead with the mobile app and drove down to pick it up. They were out of almost all of the stuff in our order but that's fine, it's the holidays and they tried to help us pick things they could make. We weren't able to find something we liked though so we cancelled the order and went home. A little later we noticed they still charged our card though so we called down and asked if they could refund it and they told us they got a delivery and had our full order now if we still wanted it. So we went back down and got in line again. When we got to the order thing this time they had no record and the lady insisted my name was Cory, even trying to correct my spelling when I spelled out my name for her. Finally she remembered and told me I had to come inside. I had no mask so I couldn't but she insisted. Against my better judgement I stepped in and was immediately kicked out for not having a mask. Totally understandable, it made me uncomfortable too. So I went back to the drive thru again and after the lady remembered who I was again (same lady each time including the phone call) she told me that they can't kick me out and that I should try going in again. Now I'm not gonna lie, I channeled my inner Canadian passive aggressiveness and told her I would not do that and we would have to figure something out at the window. She still insisted but I rolled up to the window anyways. At the window she told me I needed to be inside because she needed my mobile receipt. So I showed her through the window which I guess she forgot was a thing windows could do. Then they told me they didn't have the items still and that I'd have to come back in an hour if I wanted it which at this point I really didn't. So I asked for a refund which they told me is not possible since I ordered with the app. I wasted a lot of my morning on this and ended up with nothing. I guess it's fine though, their whole menu has gotten worse over the...

Yes, it is early in the morning, but it is summer. I ordered two medium iced cappuccinos and they were so runny. Before I even took them I asked her why they were so runny and she told me the machine does that in the morning. I asked her how long it was going to take to make the machines work properly and she told me 3 to 4 hours. I don't believe that for a second. I tried to get my money back and she declined and said that is the way the drinks are prepared this morning.

I liked that this Tim Hortons was open for 24 hours but I will never come here again.

They never give you the right change either. Always shorted. It does add up you know. They know at least.

*So, I went back later in the morning to speak with the manager. (I kept the drinks and the straws to give back to him.) He was gracious in giving me my refund. It was a demand, more than a question, I will say.

He did not offer any other choices or a free drink or anything for that matter. That's something I would think a business like this would do to try and make things right. Customer is always right....but, customer is not always happy. That's okay though. Like I said, I won't be going back there again.

Also, I don't believe that he really listened or heard my suggestion regarding his staffs service and duties. This is customer service! That's what feeds you and keeps you housed in Canada! I stated to the manager that... "His staff should not serve items if they are not prepared properly, or at least let the customer know beforehand and give them other options." Right.

I'm curious to see if anything changes. It won't be me testing them though.

Another thing!!! The manager didn't give me the correct amount of money for my refund! Surprised? This time it was more! 5¢! Right on man. Thanks. 🙏🏽...

Why does this Tim Hortons always only uses one drive thru lane when they have 2 available... I asked the staff in the past and the answer was lack of personnel... The issue is that it never look that way! This morning the drive thru line-up was all the way around and pass the medical clinic... This causes unnecessary chaos in the parking lot when the line-up could be cut in half if both lanes were in use. I often go to other Tims because of the inefficiency of the drive thru there... On top of only using one lane, it seems like they only serv one car at a time... Once the order is given at the screen, there's never any cars waiting at the window and they have 2 sometimes 3 workers rushing you to pay and of you go! At least that's good but again, there could be 2 or 3 cars between the window and the screen which would cut down on the line-up. So this morning I parked my car and went in for service! Once in I noticed at least 6 workers at the counter and some seemed like they were having too much fun... One workers was even dancing while chit chatting with co-workers... Don't get me wrong, I'm all about having fun at work as long as the work gets done and the customers are happy... But with about 15 cars waiting for service, the focus should be on serving customers efficiently! I'm hoping that managers will do something about this and...