Tim Hortons — Restaurant in Kitchener

I just wanted to make the owner of Tim Hortons at 1000 Victoria St. N., Kitchener Ontario aware that one of their workers is scamming clients by scanning the Tim Hortons app and then keeping the the profit and not giving the discount to the customer. I had this experience today February 6, 2025 in the Am 9-10 am.

Here is the conversation that took place. I arrived at Tim Hortons drive-through I ordered a one milk, one sugar extra large coffee and a bottle of water. I knew I had a free coffee. Therefore, I scan my app. The worker then informed me of the price prior to scanning my app I then scan my app and the worker proceeded to tell me the same price it was before I scan the app. I asked them a second time to confirm the price. He looked the second time and mentioned the price before the discount and that’s when I asked him don’t I get a free coffee? He looked a third time and said oh sorry I didn’t look at my screen. He had already looked at his screen twice before. He knew that I was getting a discount, but he was asking for the full price to pocket the money. I don’t believe I will be visiting that establishment again. The owner of this establishment needs to look at these workers, I’m very saddened aboutTim Horton Tuns.

Furthermore, I’d like to add that the manager stepped in and just said to apologize the manager didn’t seem to care that the worker just tried to scam the customer. I told the worker that I was disgusted with what he just did. This is simply theft the consumer. If the the owner wants to reach out they can reach out I’m sure, but I do wonder how often this is occurring to customers when visiting...

We went here yesterday because for the plant based breakfast sandwich. The employee serving us was in training and was having difficulty finding what we wanted to order on the cash register. She asked other co workers multiple times for help and was completely ignored. Poor girl, it took a few minutes before someone stopped what they were doing to come to help her. The person in line behind us actually left because we were taking so long with our order. So we ordered breakfast sandwich combos and asked for no cheese but asked for lettuce and tomato instead. We were told we could have one or the other. When we questioned why, the person making the sandwich told us because of cost. So we choose lettuce...sigh...they are saving on cheese and can't splurge on a slice of tomato? The hashbrowns were cold, old, and tasted freezer burnt and the English muffin was not toasted. Also, we had to exchange our black iced coffee because they put sugar in it. Food quality and service aside, it was the lack of training the new employee was receiving that bothered me the most. Come on Tim Hortons you can do...

I was literally in drive thru and there was only 1 other car and they made me wait to even have my order taken.

Girl at the window just laughed when I brought this up and handed me my food.

Customer service means nothing these days and it's sad. I lived in Canada all my life and was born here.. Customer service was always a #1 thing out here. People were friendlier and more outgoing, ready to serve and be of help. These days the customer service at some of these Tim Hortons makes me sick. Tim Hortons was my very 1st job as a young teenager growing up. So many good memories working with my middle school friends and guess what!??! We ALWAYS made it a priority to give proper customer service while still cracking a joke or two.

Please don't neglect the true meaning of what customer service is. We customers pay to support these businesses by choosing them for our food. It sucks when mass migration has infiltrated the system to the point where nobody cares. It's just about making a dollar out here...