Tim Hortons — Restaurant in Markham

I am writing to formally report an incident that occurred on October 28, 2025, at approximately 8:15 PM at the Tim Hortons location following my daughter’s soccer practice. As it was her birthday eve, we stopped by to get her and my other daughter a treat. I ordered an apple juice and a hot chocolate. The employees Vij and Mardy took my order. At the drive-thru window, I requested whipped cream on the hot chocolate and paid the additional $0.50. We thanked the staff and left. However, when my daughter opened her drink, she discovered there was no whipped cream. I checked the lid and saw no residue to suggest it had melted. I immediately attempted to call the store but received no answer, so I returned to have the issue corrected — something I expected to be simple and resolved politely. Upon returning, I spoke with Mardy and explained that there was no whipped cream. I heard comments from inside that sounded rude and dismissive, though unclear. We were asked to drive forward so they could see the drink. Both Vij and Mardy initially insisted the whipped cream must have melted because “we did it.” When I pointed out there was nothing on the lid, Vij became defensive, disrespectful, and unprofessional. She proceeded to: Accuse my family of lying Imply that we had eaten the whipped cream to “get something for free” Display rude body language including dismissive gestures and shutting the window mid-conversation Continue antagonizing us even as others tried to de-escalate the situation My daughters witnessed everything and felt they were being called liars and treated like they had done something wrong. This behavior toward any customer is unacceptable, but towards a family with children makes it even more troubling. While Mardy and a male coworker recognized our discomfort and attempted to apologize, Vij continued her inappropriate behavior, including gestures that appeared to tell us to go away. This conduct is: Completely unprofessional Disrespectful and hostile Damaging to your brand, especially in a family-centered environment We expect this matter to be taken seriously. We will also be following up in person tomorrow to ensure this issue is escalated and handled appropriately. No family — especially one simply trying to enjoy a birthday treat — should be treated with such disrespect. I look forward to your prompt response and to hearing what corrective actions will be taken regarding...

My experience working at this tim hortons! I was first so excited to be working here but overtime that feeling diminished. Dont expect to receive respect and gratitude because you are not getting it. Manager (P) was very disrespectful to me, I constantly felt a dread every time when I got to work because (P) would scrutinize my work and belittle, thus making me feel incompetent and invaluable. When I was on break (unpaid 15 min), the manager still made me work even though I told her it was my break! It is against the law- ontario labour law- for an employee to work during break as we are suppose to be given UNINTERRUPTED break, but that did not stop the manager, she had given the expression, okay yeah I don't care and do it. Sometimes even though I finish my break a few minutes earlier, the manager would still take the full 15 minutes out of my pay!! They do not allow staff to use the coffee cups or ice cap cups if we wanted a drink unless we want to pay for it! Sometimes I do not mention about my pay because I was worried I would get unemployed because I knew one of the managers (P) wanted me out and made sure the small things I did wrong were noticed by the main manager. (P) ALSO WANTED TO CUT 30 MIN OF CLEANING WORK I DID OUT OF MY PAY CHECK. THAT'S ILLEGAL AND SHE ABUSES HER AUTHORITY. Someone should check into her because she doesn't DESERVE TO WORK AT ANY TIM HORTONS. Some of the staff were friendly which made my experience great but it was mainly the manager (P) that made me dread coming to work. The manager (P) would complain about my work to others and towards me. I am a really nice person and even though she did not reciprocate, I was still nice and friendly to her. I hope a lot of people will see this and see her...

I placed an order a week ago through mobile app for 3 x Take 12 drinks. The mobile app only allow order to be placed at most 20 mins ahead. I placed my order at 6:47pm. I already gave extra time for the staff to make it and arrived at 7:23pm. The staff wasn't aware of my order, questioned why I didn't call them to tell them I placed an order. I needed the drinks for a 7:30pm party. The staff there didn't show much concern that they missed my order and told me to wait another 20 mins. I was very upset and told them I needed a refund. The staff told me because it's a mobile order they cannot refund me. I must contact head office to get the refund. At that moment I had no time to argue with them so I left thinking I could probably get the refund somehow. That evening I submitted a ticket to head office explaining the situation and requested a refund. A week later I finally received a response and the answer was they cannot give me a refund. I must as for a refund from the restaurant. So now I am stuck. BAD APP, BAD CUSTOMER SERVICE. I called the restaurant trying to talk to the manager. NO ONE EVEN ANSWERS THE PHONE!!! I meant to give negative star if I could. 1 star is...