Tim Hortons — Restaurant in Grimsby

The manager of this location is named Sarah, and I will detail my interaction with her today, May 21st, during a nationwide Bell internet outage.

As is usual with this location, and not usually a big issue, it took about five or so minutes to get into the parking lot because of overflow on the city street. Once I got to the ordering screen, I saw that there was a piece of lined paper on there that says cash only. Due in part to the fact that the two cars behind me were not able to place an order because they did not have cash to pay with, I mentioned that it would probably be a good idea to place a sign closer to the entrance so that it can be seen at least when people pull in, if not while they are waiting to even get into the parking lot.

I was told that they do not have a big enough sign. Though I wouldn't expect them to have a large cash only sign on hand, I would expect that you would go to the dollar store that is 2 minutes away to make a sign. It's close to the very least that you can do, considering the fact that so many of your customers are being inconvenienced and inherently having their time wasted. So for you to take an action that would take about 5 to 10 minutes and cost less than $5 and would completely alleviate these problems, it's kind of common sense and you'd think that a reasonable manager would make that call.

At this point, though two of the three customers behind me we're not able to place an order, I thought that I would still be able to receive mine. That is, until I tried to use the offer that was in the Tim's app. I get that if the internet is down, you can't scan things that require internet, I do get that, 100%. However, for me to have waited 15 minutes in line to be told that you can't even manually adjust the price to what it should be, and what I'm showing you on my phone, that's ridiculous. So I asked to speak with a manager, which is when Sarah came over.

Sarah informed me that it is impossible to adjust prices on their registers, and that there is nothing they can do. I asked if they're really not willing to do anything that alleviate this issue, to which I was told that there was nothing they can do. I said, "wow okay," and began to drive off. I was annoyed for sure, but I was really annoyed when Sarah used an overly enthusiastic type voice to wish me a wonderful day as I'm leaving.

It was not exactly a genuine well-wishing, and I think sort of wrapped the whole experience up into an understandable package. It's a very subpar experience for me as the customer, and I can imagine that the people working under Sarah are not going to learn the proper way of doing...

Dear Brandon, hope this finds you and finds you well.

I was in the storefront as this incident occurred and your accounts do not line up as to what I experienced. I am going to tell my side of the story and I'm going to follow your post exactly.

As for the outage today it's unfortunate but most people understand that even though they see the sign and are told at the speaker that they're only accepting cash also understand that they cannot use the app as well.

Its absolutely asinine to assume that the staff would not only have time to run over to the dollar store and to be frank kind of rude to assume they should spend their own money on your "proper signage" when they already have it posted.

As for the app, there is absolutely zero way to override the system, I don't know what companies you have worked for, nor do I care but if you have ever worked a day in your life at any sort of fast food establishment, you'd know full well that there isn't a way to override the system without scanning the QR code.

When you claim you said "wow, okay" and was driving off is a complete lie, it was definitely more derogatory towards "Sarah" before continuing to argue and sit there for an additional 4 minutes.

I think you slightly over exaggerated the "over enthusiasm" for a genuine gesture. Would you have rathered her say "have the say you deserve"?

Instead of directly calling the store and talking to the general manager you went to google reviews. So as for subpar... I'll just leave it at that.

Have the day you...

Very nice little Timmies. My only wish is for more outdoor seating as it was too crowded to feel comfortable indoors and too one table was occupied outside, while a dog was tied to the other only table making it unusable for anyone else. I think a very easy solution is to add some picnic tables in the grass by the parking lot. The drive through had a lineup all the way out to the street but the people of Grimsby were very kind and let us pull out of our spot beside the drive...