Tim Hortons — Restaurant in Dartmouth

WORST CUSTOMER SERVICE CONSECUTIVELY!! Today was my last trip to this establishment! One I've been going to for over 30 years! My last 3 trips before today were bad enough I did complain but ever the optimist I tried again today and I will never go there again. I even ordered Breakfast today, the loaded Maple bacon box, which I get from another Tim's once or twice a week , Sauce on the side because I find the normal amount is too much for me. When I arrived at the window she scanned my points card and then confirmed my order, it was wrong, so she pulled up the right order and charged me correctly. Then she passed me the box, I looked in and it was smothered in Chipotle sauce, I ordered maple on the side. I gave it back to her and she started speaking loudly 'oh she made it wrong, she made it wrong' while showing it to other staff. Let me point out that she was not new and was in fact the same girl I had complained to on a previous trip. I waited a few mins for my food and when I received it I started to drive away, only to look at my food quickly and realized the bacon wasn't completely cooked. Maybe because she was rushed and didn't have any bacon cooked after she had messed up my 1st box or maybe just because they had been trying to sabotage my breakfast order from the beginning idk but I wasn't paying 6$ for uncooked fast food! The Uncooked fat draped over the rest of the food, nothing was rendered. Liike I i said, I have this often from other Tim's, this was not the norm or even safe to eat it was that raw!! This was not the worst part. That was when I parked and went in to have my food cooked or corrected! I told the girl at the counter and showed her the food. I wish I had taken a picture of it first, she went to get whom I presume was the "manager ' . I use that term loosely as I've spent most of my working life in Hospitality Management or Customer service and there was literally NONE of that present this morning!! She came over to me, hands on hip and her exact words with a raised voice and an attitude were "ok you wanted your maple butter sauce on the side, now what? " I was Astonished that someone with that kind of demeanor and serious lack of customer service etiquette, and skills were employed let alone asking me now what after THEY screwed it up to begin with!!! This is what makes me think it was intentional! I responded , my bacon is raw, and she flipped out and yelled "oh no, it's not raw, are you kidding me, I'm not playing today!!' At this point I lost my patience and told her she could refund my meal completely as I walked out to get the tea to return it, she was still yelling as I was leaving, when I came back in she was no where to be found and I mistakenly thought the new person on the till was her until she put her head up, I said I thought she was the one yelling at me and she was very nice and said no, she would never talk to anyone like that. The entire staff with the exception of that girl at the till should have customer service training. I used to be a facilitator for Super Host, I've spent over 35 years in customer service of one sort or another! By far the worst Tim's experience of my life if not the worst overall restaurant...

I ordered a wrap, and after waiting for 20 minutes I was asked what I was waiting on.When 8 repeated my order, I already knew they hadn't bothered to even start it at this point, so I requested a refund, which the manager gave me with no issues. Unfortunately the girl who was supposed to make my order, the same one who asked what I was waiting for, chose to become hostile as I was getting refunded by the manager.This woman told her manager that she was just "about to make my order" after i waited 20 minutes. How were you just about to make an order when you had to ask what I was waiting for and had nothing even started after 20 minutes? This little girl was rude, ill mannered and aggressively trying to start an argument with me the entire time her manager was dealing with my refund, to the point that her manager was apologizing repeatedly for her behavior. At one point I had to loudly asked her to leave me alone, yet she continued to verbally assault me right in front of the manager, who did an awesome job of handling the situation, I must say. Unfortunately I left the establishment feeling quite insulted by the young girl and her comments that I felt the need to share my experience here.Perhaps this individual could use some extra training, or maybe a course in conflict resolution would be in order, as her skills in customer service really do need some work. Again, great job by the manager in dealing with the situation, I just hope I won't have to deal with that same girl my next visit to this location, but I always have the option to leave and go elsewhere if she's behind the counter, so I m sure I ll be able to deal with it in the future that way.

EDIT* the GM of this location actually called me and personally apologized for the employees behavior so I changed my star rating to reflect that they do indeed run a tight ship there and don't usually condone such behavior Which is awesome and I hope the above review doesn't reflect badly on that location due to one...

This location doesn't seem to want to follow their own hours. This is happening so often at this location I finally had enough. So it's 30C, hot as all get outside and the middle of the afternoon, "sorry sir our machine is down for cleaning" The dining room is supposed to be open until 1am, says right on the door. The employees at 11:59pm let everyone know to leave and they are closing the dining room. Then there is this new Dinner At Tim Hortons, wonder what it tastes like...? The menu says 6-11pm, but again, not even 10pm yet and naturally, "sorry sir, we are no longer serving dinner, we are cleaning up for the day". Okay, then put 6-10pm on the menu or stop offering dinners. Done with this location.

I get a 4am reply to make things right and they don't make it easy to create a public discussion. I literally just spelled out what the problems are with this location but you need to speak to me specifically? I usually go with 3-4 other people, shall I encourage them to post their complaints? We were patrons of this location for close to 3 years, and have watched as service has really gone downhill. Here is a good place to start, your employees don't seem to want to work there. Door says diningroom is open until 1am. Scrape that off the door because everyone is encouraged to get out at 11:59pm. Or how an entire hour is chopped off your Tim Hortons dinner hour to the excuse they need the hour to clean up. Why? At 10pm the location isn't packed with people. Since they force everyone out an entire hour early, when you go thru the drive-thru you get yet another excuse. "We only serve drinks at this hour" and you can still see food on the shelves but you can't buy any of them because no one wants to bother serving them in drive-thru because you close your dining room an hour early. Seriously, just change the hours so we know when...