Tim Hortons — Restaurant in Kitchener

was refused a refund from timmies 340 Kithener.

I placed my order. i said "no egg " sausage and cheese on everything Bagel  i told him this numerous times before proceeding. I get to the window to pay before I could get my order i ask the lady in the window  "No egg right" she was reluctant to give me my order then a man in the back said " o its ok its a regular sandwich. The door closed and opened again. She said with egg and I said no egg i repeated my order no egg " sausage and cheese on a everything Bagel now hes given me addttude saying I asked you no egg and your saying nothing and the window closes. She reappears with my order I told her I'm allergic to egg so is it a new sandwich or the same sandwich with the egg she take the sandwich back in the window the window close her and the guy i order from start talking  he comes to the window with EXTERM ADDTITUDE  U DIDNT SAY THAT U NEED TO SAY SIMPLY SAUSAGES N CHEESE THATS THE TERM YELLING IT TO ME I told him I not familiar with the therm simply sausage  hes getting even more irate to the point i want my money back IM A CUSTOMER PAYING MY HARD EARN MONEY AND I BEING SPOKEN TO LIKE I AM A NEW HIRE THEN THE MANGER SLASH OWNER COMES TO THE YELLING TELLING ME IT A SIMLLY SAUSAGES N CHEESE THAT WHATS ITS CALL I TOLD I WOULD LIKE A REFUND SHE REFUSED TO GIVE ME A REFUND AND SAID U WANTED A SIMPLY SAUSAGES YOUR GETTING A SIMPLY SAUSAGES AND BEFORE I TOOK THE FOOD I WAS TRYING TO ASK HER NAME SO I COULD REPORT HER TO TIM  HORTON CUSTOMER SERVICE HEAD OFFICE SHE CLOES THE WINDOW IN MY FACE. SO I PARK MY CAR AND WENT INSIDE TO ASK HER NAME AND THE OTHE EMPLOYEE NAME SO I COULD PLACE A COMPLIANT ON THEM FOR THERE TERRIBLE CUSTOMER SERVICE I ASK FOR HER Name so I can report her behavior she said she the owner and I cant place a complaint  I asked her for infomation to place a complaint she said she the manger and she cant give me her name.

And said i paid now to get out of her store before she calls the police lolol over a refund and a complaint she ready to call the police because i am asking for information to report her customer service.

I left embrassessed, disgusted that tim Hortons as home bred Canadian being treated like criminal for asking for information ,And refund because I'm a African Canadian she very quick to call the police instead of using her problem solving skills she ready to call the police if I wasn't Black. Am sure she would have handled it more civil

Nov 5, 2024, and still not even apologize from anyone from tim.horton. Please try and avoid this...

Update: As expected Head office comments on every negative post asking you to reach out as "this review is very concerning" Dont waste your time since they do not hold the store accountable. I have had 2 friends go through the drive thru within the last week and experienced the poor customer service THIS LOCATION provides. Unless you want to be verbally abused do not go to this location! The owner is ignorant as well so it's no surprise the employees continue to disrespect customers.

I’m writing to express frustration with the ongoing customer service experience at this Tim Hortons location. Reviewing my other reviews it is extremely rare I post a negative review but this needs to be addressed. It appears I'm not alone reading the other reviews. Seems like this location is consistent with one thing at least RUDE, CONDESCENDING STAFF! Also it appears Upper management allows this since nothing changes. I regularly order a small Iced Capp with a shot of hazelnut at multiple Tim Hortons locations — it's a simple and consistent request that has never been an issue anywhere else. However, at this specific store, I’ve been told I cannot order it that way. Instead, I’m instructed to order a mocha Iced Capp (which typically includes chocolate syrup and whipped cream), and then ask for those items to be removed and hazelnut added — making it more complicated and unnecessarily more expensive. Despite explaining that this isn’t how other locations prepare the drink, the assistant manager Deepesh (s?)remains argumentative and insists this is their store policy. When I requested the name of the store manager or owner he refused to provide this information and laughed. This policy — or the rigid enforcement of it — is frustrating and feels like poor customer service. I’m not asking for anything out of the ordinary. I just want to order a small Iced Capp with hazelnut, the same way I’ve done for years at many other Tim Hortons without issue or overcharge. I hope management will consider reviewing this situation and how staff are approaching customer requests, especially when they’re reasonable and standard at other locations. This is only the most recent issue I've had at this location, other times the customer service has been poor as well. The staff at this location are ignorant and are in need of customer service training. I took a photo of my order from a location down the street where I went after this experience that clearly shows its not a...

I don’t know why I never can get a good service at this Tims. This is my 3rd time here & again, I was so disappointed. I keep coming back here after every few months hoping they would have a better trained staff. Today, I ordered a large latte here. This is what I drink everyday & today I wanted to try here. My latte was not hot. It was just warm like almost room temperature. I went to the counter to ask them if it could be remade because it was not hot. This employee named Raman tells me that that’s how lattes are. “As soon as it’s made & we give it to you, it will get colder” he says. I tell him that I literately drink this everyday. There were times when I had to wait 20 mins before I could sip it because it was hot & this guy tells me that lattes are just warm like that. He then says that he could maybe just add some more steamed milk in that. I said fine, do whatever it takes to make it hot. He came back with my drink topped with milk that it was leaking through the lid, he says “sorry, the lid’s messy because I added more milk” I asked if he could replace the lid with a new one, he says “sure” and proceeds to give me napkins to just wipe it off with. I was boggled honestly. I mean you already messed up my drink. The latte was no longer latte & was only just milk & when I asked for a new lid, I get napkins to wipe off the milk. Is it gonna cost me extra for a lid or something? Last couple times I visited there, they always messed my order. Once their cafe mocha just tasted like water & coffee rather than half coffee & hot chocolate. And another time they gave me a different donut altogether. I don’t understand how the employees can’t get an order right in this Tim’s. I am not a person to leave reviews at all but I just had to rate this one because of the multiple bad experiences. I am never coming back here. Learned my lesson. Please train your...