Tim Hortons — Restaurant in Guelph

I had visited the Tim Hortons outlet at 28 Wellington St E, Guelph, Ontario N1H3R8 on 1st December 2024 at about 1.30pm EST on a Sunday afternoon with my kid in drive-through. We ordered a Hot Chocolate for him and a Cappuccino for myself. The attendant (Mr. Shami) was in extreme hurry to get us out of the way. Anyways after we received our orders, i noticed my Cappuccino cup was half full and tasted diluted to which i again went through Drive Thru to inform Mr. Shami who was extremely rude. Instead of understanding the issue, he became all defensive and said "Its not my fault, our machine makes it that way." I tried to reason with him and then he started giving me a feel as if i was a criminal. "Show me the cup first". I showed it to him, but he looked at it and then said "I cant help you, thats how it has come out of the machine." I pleaded at least give me a different cup and I can leave. But he was shamefully rude and said "No, you are not getting a replacement." This is really shameful Customer Service and Mr. Shami has done damage to the image of Tim Hortons. In my several years being a loyal customer of Tim Hortons, i have never faced this situation ever where i have had to ask for another replacement cup, and that too being made to feel guilty as if it was my fault and that i was trying to swindle an extra cup while I offered to return back the original Cappuccino order. Here there was total disregard for Customer service, empathy and trying to make it right - all of which Mr. Shami horribly failed on. All he did manage to successfully do was batter the image of Tim Hortons and the long trust and relationship with a loyal Customer who spend a few thousands a year on Orders with Tim Hortons. One must learn to keep their frustrations aside when they are servicing Customers. Please take the appropriate actions to let Mr. Shami know he cant take his work for granted. Customers have a long memory , can write reviews and influence several other customers, and not to mention there are several options on the same...

For a place as small as Guelph, this is one weird place. Have been in there maybe 6-8 times. I usually walk in. Some of the staff are trying hard and are great. But, omg, some of the others! A few weeks ago, I waited in line for a long time. While waiting, one staffer had a freak out, screaming at the other staff about their mistakes, and how she gets blamed for their mistakes. Then there was back and forth between her and one or a few other staff. This escalated until the one that had the original outburst appeared to be cursing and then told another staff person that they could settle this outside - or something to that effect. 😳 So, staff stressed and angry and not functioning as a team. Finally I placed my order. The biscuit was cold and dry. The coffee was lukewarm. Oh well. Next time I was there, I asked the cashier to please sanitize their hands before making my coffee. Why? If you’re going to have a staff person go out from behind the counter and open the washroom door for customers, then they need to wash or sanitize their hands before touching food or drink. But this is not the practice at this location. So, dirty key goes in dirty door and dirty door is opened by the same person who is going to be prepping your drink and grabbing your food. Ugh. Given the number of street and street involved folks that frequent this location, and use the washroom, and do not appear to have access to showers or laundry, this is in fact a big deal. Most recently, dude in line had open sores and was actively bleeding and scratching. He takes his money out of his pocket to pay. Fine. But now the cashier is handling the dirty money that has been in the filthy pants and touched by possibly bloody hands. Then, without washing or sanitizing their hands, cashier goes on to grab peoples donuts and make their coffee. Double double with a side of cross contamination anyone? The fake “this place is clean” reviews make me gag....

Started out ok as me a my brother spent over 20$ on breakfast and coffee witch to my amazement wasn't all that great but we accepted it as it was. Until I needed to use the washroom and that when things went a little bit strange as the staff had to open the lock and keep the key, witch I found strange. But I delt with it, the that's when things went crazy as I'm currently on medication that constpates me so I believe that it was around 15 minutes I was in their trying to release my bowels but to my amazement there came a loud voice of a female employee yelling at me that she was going to walk in on me aswell as threatening to phone the police on me. Without there being any real reason for this type of treatment towards me. So I finished up and came out to ask to speak with a manager about this treatment and I then was yelled at more to leave the store for a unspecified reason to me,I then asked for the owner of the store's information to witch I got another worker that said he was the owner and he to was screaming at me to get out of his store. The worst experience of of my life at a public restaurant and very embarrassing for me. I am still very much unaware of the reasons for this type of customer service. If there is anyone who has read my post here and can perhaps give me some advice as to how I can contact the head office of the time Horton corporation so I can explain my experience with this franchise location. As I will accompany my complaints with writing conformation from my doctor explaining why I have trouble going to...