Tim Hortons — Restaurant in Kitchener

I have been into this location a handful of times, each time worse than the last.

The first time, I came later in the evening after running some errands. I decided to sit inside and unwind for a bit. I go to the bathroom, come out, and they inform me that they are closing. That's absolutely understandable if it's 10 minutes till close, but it was 10:25pm, and they close at 11pm. I was a bit frazzled by this but went along with it anyway. I asked for a cookie on my way out, and the employee looked at me like I was bothering them to do the simpliest task. Shook it off and then left.

Second time, similar situation to the last. This time arround I was really craving a bagel. I ask if they have any and they replied "We don't have any more bagels. Also, we don't serve food after 10pm." Again, very odd that a restaurant stops serving food before they close. Something was up, but I decided to not make a big deal of it. I was just about to leave, and I walk by employee, literally, putting away a plentiful amount of bagels. I pointed this out to other employee at cash. I said "Seriously? That's not cool." This is when I had an issue.

The last time I was there was to speak with the manager - Delvin. They were not available. I had to resort to speaking with the supervisor - Jass, who interestingly enough, was there on both occassions that I happened to visit. I kindly and respectfully pointed out my dissatisfaction with the service I received both times she was present. She replied in a very smug and arrogant manner, that she and her employees were simply "following company protocols" and took zero accountabilty for the poor customer service I experienced. Unbelieveable.

I don't find pleasure in making these type of reviews, but with the experiences that I had at this location, something HAS to be done. I really hope that the leadership team gets put on notice, re-trained, and are reminded of what good customer service looks like. In the case that this doesn't happen, I highly recommend anyone reading this to steer clear from this location. If you come expecting to get food, what you're likely to get instead is...

I had come here this morning to get a Caramel Ice Capp with no whipped cream on my way to work, tired and groggy but hoping to have a treat to help me get through the day. Instead, I order my drink, specifying "no WHIPPED cream", and the drive-thru lady clarified my order by asking me no "cream". My assumption was that she called whipped cream, cream, instead. So I agree, and go to pay and receive my drink (and cookie, that was fine though). I get to the window and my order looks completely wrong, especially because it has whipped cream on top. I ask them, and the same lady who took my drive-thru order tells me in a rude tone that "that's how the drink is supposed to look", in response to me saying it looked wrong. After I tell them that I had asked for no whipped cream, the person I can only assume was the supervisor/manager started to scold her staff loudly, since my drink was not the first order. The reason I am leaving this reply, however, is because of what the drive-thru lady did. Her first response was to start complaining that it was my fault that the order was wrong, and overall just had the most horrible attitude about the situation. I could understand being upset, since I was once a fast food worker too, but the fact that I was respectful and corrected them politely should not have warranted such a rude response. Some people don't understand that small interactions like this can ruin a person's entire day. Overall, I never want to come here again, even though I have been served by some kind people before. To all the hardworking fast food workers, keep fighting, you got this! And to all the workers who act like these people did, consider quitting, as mistakes are part of the job, however how you respond...

Went threw drive thru this morning. The girl had a hard time processing my order. After ordering she said what else. I said that's all thanks and then silence. I said I'm sorry did you want me to drive up to the window now? Is there a total to give? No one said any thing despite me know they could hear me. So I drove up to the window and they didnt say any thing just shoved the debit machine out the wimdow and I said did you guys want me to drive up or tell me a total and the girl looked at me and actually said "I have no idea here is your drinks" me still not knowing the total payed said where is my other tea? She turned and yelling we needed two chai teas still not even looking at me and shoved the debit machine out the window again. I said I already payed you what are you doing she said well we only charged you for one tea. I said wow good job using words and if you would have told me the total like I asked I would know you didn't ring it in properly despite me saying it very clearly and 3 times. Again just blankly staring at me. I payed yet again and nothing to me was said again I was handed the tea and just stared at as I drove off I could hear them all speaking clear and perfect English about me. So its not as if it was a language barrier just completely rude and...