Tim Hortons — Restaurant in Kelowna

Take the time to read this... I know of other people that had the same experience.

This location has taken a sour turn. The management staff person that was there Sunday morning (Oct 17, 2021) had zero compasion for an order mistake and the difficulties their processs had on customers.

They recorded my order wrong making an assumption that an addition was a change. I noticed the change leaving the drive-thru. I attempted to fix the order by going to the store front. The dinning was closed due to staffing, and they would not make an exception. I watched staff talking, one made eye contact with me and didnt take a moment to see me holding up my order to put it together. All the time standing at the front door, I had to listen to customers negative remarks about the dining room being closed while hoping someone would halp me.

I had to re enter the drive- thruto fix the order. Which was running around 10mins to get to the window. It should not take 25mins for me to get a Tim Hortons order and the order be done right. It should be done right the first time.

Simple changes would have avoided the whole situation at the start. Dont assume, and clarify the customers order Repeat large orders. The order screen doesnt show everything In the off occasion that an order is not correct, have a process that is simple to 'ein the customer back'. This is for the customers, check you order while at the window. A while in the drive through, I became impatient. This will delay the drive through more because you cannot trust the order will be right, but that loops back to the first two point. It is the responsibility of the staff to mitigate this from happening and build that trust back.

Today, this team did nothing to win me back. Hard to discuss my frustrations when I am told I have to pay to fix my order, and do it in a drive through window. With a manager rolling their eyes during...

We have been there twice in the past couple of weeks. The first time we decided we would dine in. Well there was NO manager all the young kids were running around but no accomplishing anything. The poor guy on the sandwich station was training but nobody was helping him and he had no idea what he was doing. We order a salad, sandwich and soups and waited 20 minutes for it. I don't blame the poor guy on the salad/sandwich bar as he was in training with no trainer yet the young girls were getting angry at him because their drive thru customer had been waiting for 9 minutes. Then we go there again tonight only through the drive thru this time. We order chili with a bun and a panini with potato wedges. We get all the way home to find out they gave us the chili and butter but no bun. I call to let them know and the person on the phone is rude when I tell her that my husband is on his way back down to pick it up. Talk about poor management when they have staff that have no customer service...

I never do this but i think today it’s necessary. I want to give the entire staff a huge shout out at always rocking it and doing such an amazing job. I go to this location at least weekly, if not multiple times a week. I have nothing but amazing things to say about the staff there. The only reason why I am giving 4/5 stars and not 5/5 is because of the guy there that I believe is the franchise owner, very unprofessional!!. I witnessed him yelling at one of the staff members who is always a delight to me, stating that this store is lacking google reviews and is the worst he’s seen it. Okay, maybe that’s the case but do NOT reprimand a staff member infront of everyone and the entire store. I felt absolutely horrible for her. If you need to get a point across to your staff, pull them aside or go to the back. Not cool guy, not cool. I will be giving more of my business and an extra smile to the staff at this Tim Hortons from now on. They deserve...