Tim Hortons — Restaurant in Lethbridge

I come here all the time get roughly the same thing except for when winter comes around and they have the different options of pastries and donuts. I tried to make my order with adding a Bailey's donut to it which I had to repeat a couple times which is fine I know the headsets aren't the best. I get to the window I pay and check and ts bot what I ordered I let then know Luke hey this is a boston cream I ordered the bailey's and they took it from me looked at me with a disgusted look and just starred at the screen for a minute then opened up and asked if they can charge me for 2 timbits since their manager is in a meeting which I said was fine I know there is a price difference and paid that. When handing me my donut I originally ordered here and started arguing me and blaming me saying if I wanted the bailey's I should order it then notchange it at the window and then said we have headsets you did not say bailey's. Now when I corrected them said you are right I did not say Bailey once I said it twice and then started getting louder at me I thought after I paid the extra was nice and didn't complain they would just give me the donut I ordered with an oops for the day it's fine people make mistakes but don't fight with the customer because you can't admit your fault in something it's unprofessional and makes people not want to come back also had my spouse on the car phone he heard me repeat myself and told the guy to chill out. Horrible service that old man needs to be spoken to about etiquette clearly everytime I go there he is horribly rude and it's not okay. Also ordered my wrap with no tomatoe which it also said on the screen when I was pulling away and says on my receipt yet there is tomatoe again mess ups happen fix it move on like...

Dear Tim Hortons Team,

I’m writing to express a serious health concern I experienced today at your downtown location, which I believe should be addressed immediately to protect the wellbeing of your customers—especially seniors, who seem to frequent that location regularly.

Some time ago, I became very ill after drinking coffee from this same Tim Hortons. Today, I went back, and what I saw made me feel uneasy and concerned for everyone’s health.

While I was there, a customer asked to use the washroom. The staff member handed him the washroom key. After he returned it, the same staff member immediately proceeded to prepare my coffee—touching the cup and pressing down the pump with both hands—without washing her hands after handling the key.

This is not just unpleasant—it’s unsafe. That washroom key is touched by countless people daily, coming straight from the restroom, and then it’s being handled by the same staff who prepare food and drinks for customers. Even in our own homes, we would never go to the washroom and then touch food without washing our hands. It’s basic hygiene.

I strongly urge Tim Hortons to change this system. The washroom key should not be handled by kitchen staff. There should be a designated, sanitized method—perhaps placing the key on a hanging hook or touchless system that avoids cross-contamination. This is a simple fix that can prevent illness and protect your customers.

I truly hope this feedback is taken seriously. I’m still shaken because I didn’t even want to drink the coffee after witnessing that, and I’m worried that others may be getting sick and not even know why.

Sincerely, John A concerned and...

Sometimes I have really good experiences here, but lately it's been consistently bad. In the drive thru, the person taking my order either isn't listening to me or just cuts me off while ordering. The actual pay window is the worst part of the experience. Most of the time I just get the pinpad shoved at me without a word, followed by all of my items. When I turn back to say "have a good day!", the worker is completely gone already. Today was where I draw the line, as I had all of these things happen and on top of that I got sausage instead of bacon on my burnt breakfast sandwich. I know it sounds like such a petty thing to be upset about, but something in the sausage patty makes me feel really sick for hours, which is why I always emphasize the "bacon" when I order, so that I'm heard clearly. I was picking up breakfast on the way to work, so I didn't know it was wrong until it was too late.

These kinds of issues are indicative of understaffing and/or poor training. Given the situation of the global pandemic and the fact that so many people are having to call in sick, I would hope that Tim's would overcompensate with hiring extra staff and having extra staff in to help with quality training. You cannot simply throw your employees to the wolves and let them take the brunt.

I'm also aware that most of the locations in town are owned by the same person, so I'll simply be switching...