Tim Hortons — Restaurant in Havelock-Belmont-Methuen

I am writing to formally raise a concern about the service I received at your location September 7th, 2025. What should have been a simple visit with my family unfortunately turned into an unnecessarily hostile and unprofessional experience involving both a server (Emmah) and the manager (Queen B) on duty.

When ordering, I asked if the hashbrowns in the Farmer’s Wraps could be placed on the side, as my children do not like them inside the wrap, as I was told they only make farmers wraps. I was told this was against policy and that my only option was to pay full price while having them removed. Although I found this unreasonable, I agreed and asked for the wraps to be prepared as usual so that I could remove the hashbrowns myself.

At this point, the issue should have ended. However, while I was privately discussing the matter with my family, Emmah left the counter — where other customers were still waiting — and approached us to confront me directly with “do you have a problem?” This was highly unprofessional. My comments were directed to my family, yet she abandoned her duties to create a confrontation where none was necessary. My family and I then commented to each other "Wow they are so rude and spicy here" "She must think she is tough cause of her septum ring" Emmah overheard my private remarks I was having off to the side with my family and came back to escalate.

I explained my concern again, but instead of resolving the situation, Emmah continued to challenge my remarks and even suggested I might be asked to leave. When I mirrored back the same direct tone she was using with me, she abruptly went to involve the manager rather than de-escalating the situation herself or removing herself to focus on her cash duties.

The manager’s response made matters worse. She approached us in an aggressive manner, immediately told me and my family we would not be served, and demanded that we leave. I explained from the beginning that my concern was about paying full price for less food, but she did not attempt to listen, resolve, or mediate the situation. When I requested contact information for the owner or higher management, she refused to provide it and instead gave me only a list of first names.

This sequence of events was deeply disappointing. A server should never leave their post with other customers waiting to confront a family over a private conversation, regardless of what that conversation was about. A manager should never escalate a situation by siding entirely with an employee’s inappropriate behavior while dismissing the customer outright. A manager’s role is to model professionalism, support staff while keeping them accountable, and ensure customers feel heard and respected even when policies cannot be adjusted.

The actions of both the server and the manager failed to meet these basic expectations. My family left feeling unwelcome, disrespected, and shocked by the hostility we encountered over what was ultimately a very small menu request.

I am requesting that this complaint be reviewed by district or corporate management. I also strongly encourage retraining for both staff and management at this location, particularly in customer service, conflict resolution, and professionalism. No customer should have to experience this kind of treatment for raising a reasonable concern.

Thank you for your attention to this matter. I look forward to a response regarding the steps that will be taken to address this issue from a company that should uphold...

I have never had a bad experience until today. We placed an online order for our breakfast and when we went to pick it up it wasn’t ready, not a big deal. The problem started when they accused us of lying about placing our order and demanding to see the date that we placed the order, and when we were able to show that we placed it at the correct address and date, they were actually mad that they had to make our order that we paid for. After accusing us of lying, they found the receipt for our order that they lost. Very confusing honestly. The manager on duty specifically was rude. She was being grabby with my phone and was being so arrogant about our order, we’ve had bad experiences with her in the past but this was the worst. Also they made our food as slow as possible, we watch as they carelessly through it together too. The entirety of the time we were waiting for our food the manager kept yelling back to her employees continuing to complain that they had to make an order that we placed. When we were given our food they rudely threw it on the table. The manager definitely needs to learn some customer service skills because she was so unhelpful and rude about the entire situation. Hope something will be done about her rudeness towards paying customers because this has been an ongoing issue we have...

Hot humid 33 degrees go to Havelock, ON drive thru, Ordered 3 crispy BBQ chicken bowls, 3 ice caps. After approx 4mins waiting in line, we’re advised only have 2 crispy bbq chicken & if we wanted one bowl with shredded bbq chicken instead & will be 2 another minute wait as that chicken not fully cooked. Waited 6 mins, ice caps well on way to melting in the heat, drive the 20min home and all 3 bowls have shredded dry cold chicken (so much for fresh cooked bbq chicken we were told) with hot spicy sauce on, containers are fifthy dirty. Call speaking with male who offered no apology no compensation then inquired if I could drive all way back to wait for correct order. Advised absolutely not in this heat with price of gas & offered No compensation advised no Shift manager, manager etc on duty and to call back tomorrow around 6 or 7am and speak to Owner. When I advised I could not understand the name & requested make spell, Male would not spell name of owner nor provide contact information for complaint resolution. Another customer from the drive thru was also in parking lot beside me and he went in 2X to try get his order correct!! I would like be have my bill compensated back in cash as I had paid. I obviously do not want any Tim Hortins gift cards after...