Tim Hortons — Restaurant in Niagara Falls

I had never ever faced such insult in my life that too in front of my kids.i am in a big trauma and cannot get out of this since last few days. was there on the weekend with my family on 5th on January 2025 at 11:45am ordered a crispy chicken wrap for my kid, first order we received was perfect.my other child Wanted to eat the classic chicken wrap too so i ordered another combo at 12:14am and instead of classic chicken wrap got crave crispy chicken, which my kids never eat.went back to cashier asked to exchange said on the receipt it says crave i said there could be misunderstanding i ordered wrap my kids dont eat this, she called manager who came in and started talking in a very inappropriate way i made crave for you because i saw crave on my screen, this is what i saw on the screen and is what you will get.me might be a misunderstanding between me ordering my meal and cashier punching in, but can you please fix it for me.she was shivering with anger and said if your kids dont like it you can eat,pushed the crave towards me.she raised her arm and said take this n leave the store because i am not making another for you,my husband came in and told her dont show us your hand, talk professionally, shei am not going to exchange for you indians.(i am not even an indian)i don't pass such comments and kindly switch it for me.Shepay for another wrap and i will make one for you. mei dont want to pay again,i already had a big meal,just fix this.she again raised her arms 2 more times n said leave the store i wont make another and said this is what you are showing to your kids, you guys are arguing with me for food your kid is watching you and will be feeling so bad about his parents.my husband yelled at her that stop bringing my kids into this. How dare you talk about my kids. She said you are also a kid. She was continuously passing so mean comments and then she threatened me that she will call security. I said i am not wrong. I want to switch. She called security, and a customer who couldn't hear what ever she was saying to us bug only saw my husband being loud said the security that he was loud to this lady but lady was not loud. Yes he was right the employe was not loud at all she was saying all the stupid stuff with her low pitch. Which inly we could hear. And that too just for a wrap! the security guy said you have to leave the store because i can only believe on what the other customer said. And even if i was any xyz customer watching this i would have also said that yes the person yelling is wrong. Because the things she was saying were to make any parents get loud. I told the security to listen my story as well, she agai. Raised her arms and said leave the store right now you are banned in this store i will cal the police on you and put you behind the bars. What? Calling security on me and then calling police on me just for asking to fix my order! I said i am standing here cal the cops, i am not wrong, you are just continually threatening me for just a very small thing.Call the cops hopefully everything you saying and doing is being recorded on your cameras so go ahead and call. Security guy said mam i can get you the business card if this location and you can call her headoffice and give reviews about her.but you have to leave the store. I was so badly embarrassed their were around 70-80people in store and was ashamed infront of my kids 😰 how can someone insult and individual so badly just for asking for a meal replacement. My husband called their office and talked about the incident and we received a call right after 2hours from the manager excusing about the incident and saying the person was not a manager at all, she was a supervisor.and offered us an apology $50 tims gift card so we dont talk about this incident. But is $50 gift card going to bring me the respect i loss in front of kids? Will it take me and my kids out from this trauma? I cannot sleep with the feeling that security was called on me in a big crowd. I was there to enjoy our holidays with kids. And this what our...

If you want no service,bad service or the coffee you didn't order, this is the place for you.Went here early Tuesday morning and ordered a decaffeinated coffee.Girl at counter told me they didn't have any and that the machine was broken.So I asked her for a small coffee in an xl cup topped up with water and cream.The girl at counter tried to charge me for an xl coffee.I asked her why she's trying to charge me for something I'm not getting.Not getting an xl ,I'm getting a small with a bunch of water. She told me she didn't know how to charge me so she asked the girl beside her.She explained to her the order and the girl looked at me and said she wasn't going to make it.I explained to her (not that I should have to)that I am caffeine sensitive and that regular coffee causes health issues for me (heart palpitations and high blood pressure)She told me Tim hortons doesn't want their coffee served or represented like that and it would be too bitter also (which makes no sense)She was not apologetic or accommodating but was focused on Tim's wants coffee served.Not how a customer can enjoy it.This exchange went on for a few minutes when I asked for a manager as the ridiculous answers kept coming.She took a few seconds and told me she was the "manager" which is hard to believe because if she was,she would go out of her way to be more accommodating to customers.I have had to have this coffee made this way a few times now since the decaf is not always available at the different Tim's and I've never had a problem.EVER!I this really is a manager,she needs to be trained properly for customer service and not make ridiculous statements as that.After I left and went outside angry from this interaction that ruined my morning,the lady that was in line behind me came out and told me she heard all that nonsense and told me to try Starbucks up the street.She was right,they made my coffee with requests and a smile.Been to this Tim's on Cliftonhill probably over 100 times over the years,and it was aways good.Do hope there is some training done to serve and accommodate all the customers that you have walking through the door,including the ones with different coffee requests,whether for health...

Mid-afternoon Jan 22. I was taking my friend from Senegal here for her first time in Niagara Falls. It is a legendary place to visit for many folks worldwide, she was dreaming of this for decades and we were in town celebrating her 40th bday. She ordered two espressos, and a water. She speaks in an accent, as I assume many folks do, this being a location on Clifton Hill, an international tourist destination. Instead, she was presented with two black coffees with shots of espresso inside of them. I told the staff, "she ordered two espressos". The EXTREMELY RUDE human who has absolutely no business being in a customer service role immediately rolled her eyes, and instead of exhibiting any shred of humanity, empathy or basic respect or decency; just quipped back "I ONLY follow what I see on the screen". Then I responded "well, she meant to order two espressos". Then she slapped back, again extremely rude "well she didn't say that, and I can't take the shots of espresso out of the coffees OBVIOUSLY". I responded "well we don't want these, there was a misunderstanding, can we just exchange these for the correct order?" to which she responded "this is what you ordered, you have to pay if you want something else. So I spoke to the person taking the orders hoping for a real human, and got the same extremely disrespectful treatment and similarly robotic answer "THAT'S WHAT SHE ORDERED". I tried to stop my friend from paying for a new order, but they made her pay, and she did so because she is an actual kind person, was embarrassed of her accent (which most anglophones can understand if they exercise an iota of patience), completely dumbfounded and saddened by the attitude of the absurdly mean staff, and she wanted to treat me to a Tim Horton's "espresso". Over-the-top rudeness unlike anything I've ever encountered anywhere, let alone in any Tim Horton's where folks are typically very kind. This was the absolute worst. Those staff members should not work in public-facing roles at all. Actual robots would have more compassion and humanity. It wasn't even busy at all. There was no one in line when we received our...