Tim Hortons — Restaurant in Newmarket

I work in this mall so come almost every morning for coffee. And I have barely any good experiences. Today it was a labor day Monday. I made a moble order for an iced cap as I had a 20% off on my app. When I went to go get it half an hour before the mall closed with a line up of people I waited 4 mins just for someone to come up to me and go “did you order the iced cap?” I said yes and she said “we don’t have iced cap we don’t have tea we don’t have iced coffee or anything because the mall closes at 6”….. ok. It closes at 6…and it’s 5:30 and you ONLY have hot coffee to offer people? You have one basket of baked goods that you put the last from every basket into and it’s all jumbled in there. Trash pulled out. Already moping when you have a long line of people waiting to order and you still have half and hour till the mall closes?!?! Give me a break. So I’m looking at this worker and over her shoulder the icecap machine is still fully running. You have iced caps. You just refused to make it.. I asked “do I get a refund?” She said “well if you want ya” well yes of corse i do. Im not getting a normal hot coffee for the same price of an iced cap. Over $5, I told her yes and she just stood there, I had to ask her where to go for the refund. I was told they can’t refund to the app so I had to get cash. Also almost every morning I go whoever works in the morning only filled my iced coffee barely half way and the rest with ice. I finish my coffee in like 4 drinks. Whenever I see her I know I’m just not going to get what I paid for. Can you please teach your staff constantly among drinks? I get it. I work in the mall. I understand it can get crazy but honestly, closing half an hour before the mall actually closes but you have a huge line of people. Just crazy. Ignoring customers. You are there after close for cleaning and things. You can start closing early but if someone orders something. I know it sucks but you need to just do it for the customer and clean it...

I am writing to bring to your attention that on Saturday June 29 around 1130 a concerning incident that I observed during my visit. While my order was being taken I noticed that he (the person making my coffee)scratched himself multiple times without taking appropriate measures ensure cleanliness. I let the young girl taking my order know that I want him to wash his hands before he touches my cup and lid. She proceeded to speak in her own language, not a problem. But the employee's actions were not only unprofessional but also raised concerns about the sanitation practices followed by your establishment.

What made me upset the on duty supervisor did not take time to listen to my concerns. She proceeded to tell me he washed his hands, I said no he did not he only washed them after I started to say I would like to speak to the supervisor. The last point your supervisor never made an attempt to apologize, her reaction was indifferent and like I was the problem. Trust me I wasn't looking for any freebies, I just don't want to...

The cashier was fine taking our "classic lemonade" order but the girl who made it handed it over and called it a "Lemon quencher". When we asked to confirm that it was classic lemonade (and not some mystery drink called a "quencher") she rolled her eyes at us - as in "how stupid are you?" I don't think it's unreasonable to ask for a confirmation that it was ours and that it was what we ordered - our question certainly didn't deserve such a rude response. So Boo! to this particular employee - around 5pm on Sunday Aug 24th...I hope she gets some customer service training - she needs it. Her unpleasant behaviour was completely unacceptable. Addition: Apparently the "owner" is concerned about this review and asked me to contact Tim Horton's to discuss it. But when I tried the url they posted, it doesn't lead to anything about customer service reviews, just offers suggested links to learn how to reload a card, or order something off a Tim's menu. So much for responding to reviews! It's all just a big fake. They don't...