Tim Hortons — Restaurant in District Municipality of Muskoka

Employee lied and refused to refund. I placed a mobile order for a large latte (order #9533) on Nov 19, 2021 6:32 PM EST, with price promotion ($2.10). When I drove through to pick up, the employee first asked me if I wanted to order something else, I said no. Then he said our latte machine is broken. I said then cancel the order. He said he can't cancel it and asked me to call Tim Hortons customer service to cancel by myself. I was very surprised but as he insisted they have no control of the order, I left and went to a nearby Tim Hortons (44 hwy 60) and booked a same latte. Then I was shocked to hear the same story! The employee asked me the same question(do you want to order something else?), and after I replied no, she said, our latte machine is broken. What the joke?! Two different places have same machine broken at the same time?! When I asked her to cancel the order. She said she can't cancel it. I said I want to talk to your manager. She replied she is not available. I was so angry that I insisted on talking to her manager. She finally talked to her manager over the phone and refunded me cash. Then I tried to call the CS but was redirected to login to timehortons.ca and opened a ticket. It was said in the website I will be replied within 48 hours. After 72 hours, still no response. I sent a message again and got a response eventually, saying, all orders should be cancelled in stores!!! So Tim Hortons, you owe me a large cup of latte and an...

Now Ive worked in customer service my whole life, and the service at this particular Tim Horton is by far the most unorganized and unprofessional one in Huntsville. We ordered 2 sausage farmers wraps and a plain bagel with 2 strawberry jams. Pretty simple right. Like can’t go wrong. Well just wait. First the wraps were wrong, and they asked/accused us we ordered the wrong one????? We used the app to use the discount and the receipt which WE had to provide them said 2 sausage farmers wraps. So not only did they make us feel like we did something wrong, saying “you ordered the wrong thing” , KNOWING we didn’t, they go behind the desk and talk as a “team” to discuss what to do??? THE WRAPS ARE WRONG?! Look at the receipt???? It was insane. Just offer quality service and say “I’m so sorry yes I do see here you order so and so and we will fix the situation” it turned into a pointing finger event. WOW. Totally wasn’t necessary. And EXTREMELY unprofessional. We just wanted what we ordered. They lied and made it a situation when it did not need to be one. Please train your staff and remeber the Customer Is Always Right. At least try to give them the benefit of the...

I hate using the drive thru, as it's an incredibly lazy option and should only be used when the order is super small and quickly made. Drive thru can be really great when used the way it was intended, or for people with disabilities not able to go inside, but unfortunately, not everyone seems to understand this and it tends to get bogged up by people ordering several full meals (trust me, I worked fast food and it's more common than single item orders!). So like always I went into the store where it's generally quicker, and more personable. In a line of maybe 6 people ahead of me it was TWENTY minutes before I even placed my order because the stores staff was all on drive thru save for one poor lady (she was very sweet) who had to not only punch in the orders, but then make the drinks for them as well! As anyone who's worked at Tim's knows, when people order multiple drinks, especially different drinks, it can be kind of time consuming to do. Especially in COVID times, you should be making sure you get people in and out of the store as efficiently as possible, and today was not so. Either staff the store with more people, or put less priority on...