Tim Hortons — Restaurant in Kitchener

Extremely unprofessional, specifically an employee named Melissa. This is NOT the way to run a Tim Hortons. The inside of the Tims is basically falling apart and is in desperate need of renovation. Most of the newer employees are not properly trained AT ALL and constantly are messing up orders, over and over again. This is not blaming the employees, it is blaming management who cannot provide the training that is needed to do the job properly, and hiring literally anyone who applies. Management is constantly blaming employees for the downfall of this store, when it’s the management who should definitely take some responsibility for the way the store is run. This Tim Hortons used to be a place where families could meet up and share a coffee and donut together, but now it’s a stressful, crack-addict filled dump. Another issue I have with this Tim Hortons is the way the people who clearly have drug issues are dealt with, I am not talking about someone with an addiction who just wants a coffee, I mean ones who leave needles on the ground in the bathroom, fixing the lock situation is doing absolutely nothing when you’re still letting them in, except now you just see who you’re unlocking it for? I don’t understand, although the neighbourhood and area might not be the best, for this Tim Hortons to stay profitable you need to create a better and safer environment for all, rather than blaming the employees for this Tims not being profitable. Again, do NOT come to this Tim Hortons unless you want your food and drinks to be rushed, do not blame the employees as their just as annoyed, but blame management who can’t even fill your ice coffee all the way up. That’s right, if you ask for less ice expect your drink to be half empty.. a friend of mine asked for her LARGE ice coffee to be with half ice (as the ice typically takes up half the drink), and was given her drink the size of a medium. I don’t understand, so if we want to get the most out of our drink it’s a problem, rather than being scammed? There is so much wrong with this Tim Hortons, management, the inside of the store, the unprofessionalism is insane, the way Melissa deals with employees, customers, and overall problems is terrible and not who should be running a store. I hope someone who can actually fix this store reads this review, and instead of ignoring it like the rest of the problems, actually does...

I came in for a "loaded bowl" I asked kindly if I could have more lettuce as a substitute to the rice (I have an allergy to grains) I paid over 10 bucks for a tiny salad because they would not put a little more lettuce in the bowl. It's lettuce...its cheap. On top of that I saw the lady grab a scoop of what looked like rice so I reminded her that I would not like the rice and she raised her voice at me in front of other customers telling me its chicken not rice. I said "okay, that's fine, it just looked like rice." To which the other lady who took my order started yelling at me as well and telling me that she told her already to not put the rice in, again in front of customers. I was very kind and was simply reminding her because I thought she had what looked like rice in the scoop. I don't appreciate that kind of service, I also don't appreciate having death stares coming from another lady running the drive thru, not at all professional! For one I should have received extra lettuce to substitute the rice with no issues. Second I should not have gotten yelled at in a restaurant where I am purchasing a product. I have contacted Tim Hortons and let them know of my experience here and I first received an email saying I'd receive a refund. I have emailed them back for 2 months now asking for a solution and I have received nothing other than they have forwarded it onto the franchise owner. Ridiculously bad...

This inappropriate behaviour by a manager happened a few times to this one poor employee at the Tim Hortons on Ottawa/Weber in Kitchener. It happened twice while I was there in the early morning hours from between 8:00am-9:00am. Of all the Tim Hortons have been through, I have never seen a manager go out of their way to bad mouth an employee in front of other customers. This male employee was managing everything fine, exceptional customer service skills, extremely friendly, over the top wonderful personality, but the manager (female) took it upon herself to berate him for not answering her questions right away (he was making my coffee and getting my food in a quick manner). The manager, who has glasses and very loud and stern, made him feel so bad that I chimed in to tell her that he was making my order and to leave him alone. The bullying was quite evident. The employee took the criticism and went on to complete my order. Amazing man! I am not sure who trained this manager but she has no right to be at store front, let alone be a person in a managing position. I am not sure what the owner is thinking in hiring such a critically negative person. I will not hesitate again to chime in to such...