Tim Hortons — Restaurant in Greater Napanee

I used to think quite highly of our local Tim Hortons, but more and more I am disappointed and disgusted. This morning, for example, I bought a large Iced Capp paying $4.20. This afternoon, I bought a large Iced Capp and a medium decaf coffee for a total of $6.60. The lady at the window took my money, gave me my Iced Capp, and came back saying that there wasn't any decaf in the store. Miffed, but cool, I asked for my money back. They gave me $1.90....well...I argued. Last time I checked $6.60-$4.20=$2.40. They refused to give me my money back. Being in the drive thru, I put the car in park. They then got the manager (as it turns out), she was getting ready to leave as evidenced by her wearing her personal coat, purse over her shoulder, no mask, no hat, no hair net, and she refused to give the full amount back, too. She stated that it was the taxes, and that they don't give taxes back....I asked her then, "why am I paying extra taxes on my singular beverage? What was $4.20 this morning, I now have to pay $4.70 for?" To this her response was, "Look lady! I will give you back $2.00, but I am not refunding the rest!" My response was, "Yes, you are, and you will. I am not moving until you do." She finally did, quite rudely. Now, I get that there is the convenience tax on totals over $5.00, but my singular Iced Capp should have been $4.20 just like this morning...and well...again basic math, $6.60-$4.20=$2.40.

When I worked at this location years ago, I got told by the owner that, "No matter what, the customer is always right. Even if they are wrong." Clearly the owner at that time didn't teach the same to the current owner (his daughter), and she doesn't teach that to her staff.

I am appalled, and I am done wasting my time and money at this franchise, as well, as the one at W.O. Stinson. They are owned by the same people, and have similar issues. (Long wait times, poor product, lack of product) The third location in town is out now, too, as it is owned by the parents of this owner. Why keep giving money to the family at all? It's as good in my pocket as theirs....mind you, I can't afford the big, expensive trucks that they have...but...

The only reason this Tim's is still in business is because it is located right off the highway.

It took forever to be served. I arrived at 3 PM, so not a high peak time. I was in the restaurant for about 15 - 20 minutes, mostly just waiting in line. It took so long the person ahead of me left before being seen too and the person who served me did not at all want to be there. After i ordered (1 large steeped tea with 2 cream 1 sugar and 1 cookie) the server did double check that my order was correct but he was neither slow nor fast in getting me my order(that i have no issue on)

This isnt the first time i have had to wait in line just to be seen too. There was hardly anyone in the drive thru and only 3 people ahead of me in line. And i still had to wait. The staff dont seem to rush to do anything and they have no problem with making their customers wait. They had an abundance of staff in the restaurant but no one seemed to be working.

I won't be...

Now that I’m off work I wanted to leave a review. This happened 2 days ago but things haven’t been better the last 2 days I’ve gone so I wanted to leave a review I just wish customer service was better here and it’s not just me that’s having problems 24/7. I ordered a triple triple like I do most mornings and I noticed it was leaking a bit. No big problem but where my problem occurred is when I asked them to please clean the cup off so I didn’t get coffee all over my car, she refused and said “it’s ok that’s the way it’s supposed to be drank”….. so whatever, I take my coffee and it goes all over my cup holder and when I get to work I take the cover off to cool it down. Then it goes all over the place because it’s overfilled. It could have been at least made right but why would they do that when the only thing that matters is to get the line moving. Needless to say if you want something done right go to the...