Tim Hortons — Restaurant in Maple Creek

Subject: Unacceptable Service and Overcharging

To Whom It May Concern,

I am writing to express my extreme dissatisfaction with the recent experiences I've had at your [maple creek] Tim Hortons. I have been a loyal customer for years, but the service at this specific location has been consistently disappointing and unacceptable.

Firstly, your store closes earlier than the time listed on your app and Google. This is not just inconvenient but a waste of my time and gas, especially given that it’s a long drive from my house. If you're going to advertise certain hours, you should honor them. It’s extremely frustrating to drive all the way there only to find the doors closed before the listed time.

Secondly, the attitude of your staff, particularly two Filipino employees, is completely unprofessional. On my most recent visit, I ordered a muffin through the drive-thru and specifically asked for it to be heated. The woman working the window handed me a cold muffin, so I politely asked her to heat it as I had originally requested. Her response was beyond inappropriate — she gave me a nasty look, muttered what I can only assume was an insult in Tagalog under her breath, and snatched the muffin out of my hand. This level of disrespect is absolutely unacceptable, and no customer should be treated this way.

Additionally, they consistently fill iced cappuccinos below the cup's actual capacity. This is a regular occurrence, and it's become clear that this location doesn’t care about quality or consistency. If I’m paying for a full drink, I expect to receive it.

Now to the 50 cents overcharge: This was a younger Filipino employee who arguing with me. I was charged extra for a caramel iced cappuccino that was part of my offer. When I brought this up, the same employee refused to listen to my concerns and kept repeating herself, trying to justify the overcharge with nonsensical explanations. It was clear she was more interested in arguing than solving the issue. Even the manager acknowledged that I was overcharged, but instead of owning up to the mistake, the employee rudely said, “Is it just for 50 cents? Take it and go.” It’s not about the 50 cents; it’s about the principle. Arguing with customers and dismissing their concerns is disgraceful customer service.

This is not the first time this has happened, but I let it go the first time. However, it’s clear that this location has a persistent problem with rude employees and poor service. At this point, I’m considering taking my business elsewhere unless serious changes are made.

I expect this issue to be addressed immediately and for someone from your corporate office to follow up with me. A business that allows such disrespect and incompetence to go unchecked will lose...

I would give it 0 out of 5 stars if I could. I think the reason they got a 4.4 rating is because the people who live there don't have a choice. They're the only Tim Hortons in their city. I asked for room-temperature bottled water, and the staff or crew said they only have cold ones. She said they got their delivery that day, and they stored “everything” in their refrigerator. It is the first time I’ve encountered this; even busy locations like Vancouver have room-temperature bottled water available. Also, the location was very dirty. We don’t have a choice but to stop for a snack because we’ve been driving for 4 hours straight. Their garbage was already full; the tables had coffee spills and breadcrumbs, and napkins were all over the floor. It’s awful. All of the staff were in the back; there were like 4 to 5 staff there going in and out, just chatting with the cashier. The cashier kept wiping near the coffee machine, yet it was still dirty when we arrived. We weren't greeted and got ignored—not until we rang the bell. Three of us were in front of the counter, and a family was next in line. There were only 2–3 cars in the drive-thru, yet they got our order messed up and service was slow; the staff don’t have their...

They are always out of stock. And a lot of the normal menu items you can get at other Tim Hortons they never have, like cinnamon buns, pizza Flatbread. Or even some bagels are limited. If you stop after 7 good chances, the only thing you can get is coffee . because they are not open late, so they do not make enough to last till they close . The parking lot is a nightmare it's funny to just sit and laugh at all the trucks and trailers get stuck, poor planning. That being said, it is nice to be able to get a good coffee in the morning, and the staff are always very nice Monday to Friday, that is. On the weekends you can tell when the boss...