Tim Hortons — Restaurant in Kitchener

I am a regular customer at 354 Highland Rd, Kitchener for the past 1.5 yrs--often I use the drive through service at this location for my break fast. I am posting this feed back with the request to assess and train the communication/ customer service skills of the manager at this location ( female, ? Middle east back ground, tall, mid 30-40, usually serve customers at drive through windows in the morning hours) In the past, I once requested her to issue me a copy of my receipt; for which, she gave me an unacceptable response/ rude attitude as she threw the receipt at me. Thereafter, I started to purchase gift cards, to avoid any such fuss at the window.

Today, I asked her to let me know the balance in my gift card. As I noticed her avoiding my request, I repeated my request.She responded rudely " you need to wait lady, I am looking at it". When i told her, "you don't have to shout, you always behave inappropriately, who is your manager?" " she responded " I am the manager, complaint to me “and closed the window at my face..

As I am very well aware that people behave the way they do due to many reasons,including past experience, social situations, education and much more..However, when they come to work a certain code of professionalism is expected.

Its my humble request that this particular staff need to be reminded to be friendly and courteous to customer as many of us begin our day with the coffee at your restaurant. Looking forward to see that my complaint has made a positive change in the staff...

Well. What can I say. When your store sucks it suck. the drive thru employees should be fired. they dont listen, they talk over you even after you repeat yourself several times. This happens every time we show up. My order is never right , they tell you they have run out product when they have lots.My big thing is you have to ask for your bagel to be sliced in half now, but when you ask several times for it to be cut in half they still ignore you, that just rots my shorts. I then have to waste my time and gas and drive back just to get my bagle cut in half so I can eat it.I go through the drive thru for a reason. Then when you go back and complain they look at you like you have six heads. The worst thing is its the same employees making the same mistakes. The managers do absolutely nothing. I was stopping at this store because of convenience. Since they dont care about their service or about their customers I am boycotting this store and driving out of my way several kilometers to get better service . This store needs an employee overhaul. I am not the only one who stopped going to this one. I gave them a 1 because I had too. Tim Hortons you should be ashamed. 5 years old could do better. Thats the truth. Just read the rest of the reviews. The owners even know , but let it happen. That says it all. We need to boycott...

TERRIBLE WAIT TIME!! This is the WORST Tim Horton's in existence for walk in service. Every time I go in there I usually order 2 coffees, and I have a MINIMUM wait time of 10 MINUTES until I receive my order. More attention is always paid to the drive thru customers. I only use this Tim Horton's because it's close, and I don't have a vehicle to go to another one. AGAIN TERRIBLE WAIT TIME AT THIS LOCATION!! I used this Tim Horton's yesterday to order 1 medium coffee and 1 medium ice cap with chocolate milk as a walk in customer. There were no cars going thru the drive thru at the time, but 1 customer in front of me who ordered 2 coffees. I waited 12 minutes BEFORE I was served. Upon receiving my order it was WRONG (large ice cap). I saw 3 people come and LEAVE this location while I was there because the wait time is SO LONG. To the Manager of this Location: train your staff with EFFICIENCY AND SPEED or get rid of them! I'm sorry to say that, but customers expect that from this franchise. If you're unable to do this, perhaps it's time to reevaluate WHY you own this business. More people I know are upset with this location and it's wait time/mixed up orders etc., but use it ONLY because of it's convenient location. Trust me, customers WILL keep complaining about YOUR location unless improvements are made...