Tim Hortons — Restaurant in Fort Erie

Dear Tim Hortons Customer Service Team,

I hope this message finds you well. I am writing to express my disappointment and frustration with a recent visit to one of your locations, specifically the drive-thru at 2780 Stevensville Rd, Stevensville, ON L0S 1S0 on Monday, September 4th, 2023 at approximately 7:00PM to 7:05PM.

My experience at your establishment was far from pleasant due to the behavior of your staff, particularly Sally, at the drive-thru window. I would like to outline the series of events that occurred during my visit:

Lack of Communication: When ordering multiple drinks, it is customary for the staff to inform the customer about the contents of each drink. When I inquired about my order, Sally responded in a condescending manner, assuming that I should automatically know what I had ordered.

Impatience and Arrogance: Sally further demonstrated impatience and arrogance when she informed me that the Americanos would take longer, displaying a complete disregard for customer service etiquette.

Incomplete Information: Upon receiving my drinks, I asked Sally which one contained sugar and which had milk. Her response was dismissive and unhelpful, stating that she didn't know and that I should figure it out myself.

Unprofessional Conduct: When I sought clarification on her response, Sally's demeanor deteriorated further. She waved her arms in the air and walked away and started yelling in the back. She mentioned that she had had a long day, which I believe is not an excuse for such unprofessional conduct, especially in a customer-facing role.

Colleague's Behavior: It is worth noting that Sally's colleague also displayed unprofessional behavior, compounding the unpleasant experience coming to the window to her aid vs. mine.

Disorganization: A third girl, a young girl was eventually called upon to address my concerns, and she candidly admitted that the location was disorganized, which only added to my frustration.

Upon reviewing my experience, it has become apparent that such incidents are not isolated, as evident from the reviews of this location. I am deeply disappointed that such behavior is tolerated by the management, as it tarnishes the reputation of the Tim Hortons brand.

I implore you to take this matter seriously and address it promptly and don't give me the standard contact your guest services team. If I do not receive a satisfactory response from the store manager, who I believe is named Ashley, or if this issue persists, I will escalate this complaint to Tim Hortons corporate. I believe in the value of constructive feedback to improve the customer experience, and I sincerely hope that Tim Hortons will take appropriate action to rectify this situation.

It is my earnest hope that you will take the necessary steps to ensure such behavior does not recur by removing the cancer from within, as it reflects poorly on the Tim Hortons brand and the dedication of the employees who do strive to provide...

The staff was very nice, as I asked for a salad, between 7 and 9 pm, which would have been a lighter and healthier meal, since my work day was turning into a late dinner. But no salad, ok, I'll have chilli, since it was cold out with a little bit of snow still on the ground, nope, no chilli. Ok... I guess I'll have a BLT, I was worried that no was going to be their next answer, since bacon was involved and a morning and lunch meal. But thank goodness, yes was the answer, and I had to eat something that I really didn't want to eat.

I could be wrong, although I have three businesses myself, whatever is up on the board should be available at all times.

You stand there staring at the screen, with all the orders for five minutes to talk yourself into something, finally make a decision, to have the staff say no, not once, but twice on the menu.

If you're not going to have a couple of dinner items available, then figure out a way to turn that light out, which can't be done, by how I see the set up is been placed.

Maybe have a moving light board, like a ticket board, stating what items are not available at the moment.

The staff felt bad, not their fault, as they apologized for the inconvenience, I left a dollar thirty five as a tip, because I didn't want them to think that it was their fault, I know better than that, but some uneducated people will take it out on the staff because of this issue.

Sorry for the long note, but you really wanted to know what I think and feel about the...

Absolutely terrible. Came in the drive thru around 5:30 pm and ordered two large triple triples. No customers were in the store and we still waited about 5 minutes for 2 coffees which is already way too long I had to wave at the workers to remind them they even had a customer. They then handed me two large black coffees with practically the complete opposite of what I ordered. So I ended up having to come right back. The Indian guy (nobody was wearing name tags) working there laughed in my face after I told him he made it wrong and went to go make a new one moving in slow motion. This store has 0 sense of urgency. While I’m getting my coffee being remade by this guy the two other girls are just standing around watching him asking him what to do next while the next person in drive thru has already been waiting 5 mins from what I can see. It seems like the other workers can’t make a move without this guy holding their hands. I then ended up leaving around 6pm. About 30 mins for two coffees is just ridiculous. I highly recommend taking the extra few mins to drive to another Tim’s it will take less time and less effort than going to this one. Being a Tim’s employee myself, I think they need more staff or more competent staff to run...