Tim Hortons — Restaurant in Gatineau

So I was looking forward to trying the new "Loaded Wraps". I ordered both the cilantro lime chicken and habanaro chicken. Suffice to say that these things were anything but "loaded".

First of all, the wrap was folded into something that doesn't even remotely resemble a wrap, as if the person who made this had never rolled a wrap in their entire life. Second, the contents inside the wrap were so disappointing that it is embarrassing to even just look at. Just look at the tiny piece of lettuce and tell me that isn't the smallest leaf you have ever seen? And third of all, after contacting customer service about the food quality I was only given and apology and no compensation after spending almost 20 dollars of these anything-but-loaded wraps.

And on top of all of this, despite ordering ahead through the mobile app I still waited well over 20 minutes before they even started my order, since they had deleted the mobile order by accident and weren't aware of it until I asked about it.

Nobody at this store greeted me or even tried to acknowledge me when I waited there for nothing. I was the one who had to ask them if they could help me.

Terrible service, terrible food.

It was a horrible experience and my disappointment is...

There have been some changes for the better at this Timmy's.

Today everything was good until we reached the drive through window. We had ordered 3 ice caps but only one was on the order. Not a problem for the young lady at the window. She kindly ordered 2 more. As I am paying, another lady said loudly in French ' tu ne peux pas prendre d'ordres à la fenêtre.' I responded to the lady, 'la commande n'était pas correcte et elle l'ajustait pour nous.' Her response was 'Je parle a Elle pas toi.' As a manager I was not going to allow someone to speak like that to an employee or customer. I replied, 'Madame, je m'adresse à vous et je défends maintenant la jeune femme qui connaît le service a la clientele.

Perhaps there is a policy and this is understandable but it was how the situation was handled. 1- It embarrasses the employee and disrespects them. 2 - an unwelcoming and rude feeling for the customer and those inside.

The young lady did her job and more. She kept apologizing to us for the situation. Wish we knew her name then we can thank her again in this review for her perfect...

Customer services can be very good from time to time. But most of the time you can listened to the employee's in the back talking and having fun all even when they don't have customers at the drive thru and also while in the front, only 1 cashier is available and there is a lineup. Also they don't put the right amount of sugar or creme in your drinks. Tables, toilets are often dirty and even trash cans are not emptied or they do it once a day.

I hope they will fix the issue soon. Been like this for a while now. Even after multiple complaints about the issue. They still have the same employee's ( most of them ) since a few years now, that are a huge part of the problem, so the issue is not the customer but...