Tim Hortons — Restaurant in Nipigon Township

My family came up for a visit and we stopped in Nipigon to get some food before we continued to drive to Thunder Bay. We waited a while before getting to the counter (as expected due to COVID-19 social distancing protocols) only to have ordered donuts, drinks and then 2 meals (farmers breakfast wraps). We had spent close to $40 between the 7 of us, we asked for an apple fritter, a chocolate glazed donut, a four cheese bagel toasted with cream cheese, small coffee double double, medium iced cap with espresso in it, 2 sausage farmers breakfast wraps meals and an everything bagel toasted with cream cheese. The lady at the counter gave us a double chocolate donut, no hashbrown for the meals (she assumed we wanted the donuts we ordered first were with the meals rather than asking us if we wanted a hashbrown, donut, muffin or wedges with the meals). The iced cap with the extra espresso in it had iced cap all over the sides of it when she gave me it (no napkins to clean it), the small coffee had milk no sugar, the large coffee we asked for 2 milk and came with 2 cream. When I asked the team members for napkins to clean the sides of the iced cap, they looked appalled at me, I asked where the hash browns were for the meals, the lady who took our order said “well I just assumed you didn’t want the hashbrowns so I made the meal with the donuts you ordered” how do you just assume what we want? Every other Tim Hortons you go to they ask you if you want a donut, muffin or wedges with the meal. She said well you can go back in line and we can ring your meal in again for you to pay the difference. I for one would not be going back in line for your lack of customer service. I had to ask for the donuts we ordered as they gave us our food and said here’s everything, they said oh well here. I looked and it was a double chocolate donut, went back inside and the lady said what did you want? I told her a chocolate glazed donut, she said that’s what you got. I’m sorry, a double chocolate donut and chocolate glazed are TWO DIFFERENT DONUTS! Then she gave me a chocolate dip donut, I said no it’s the one at the bottom pointing to it and she said that’s not a chocolate glazed donut, I’m pretty sure I know more about her job than she does at this point, she said oh here you go, I looked and it was a chocolate dip she put in the bag, I said no I wanted the chocolate glazed at the bottom, she finally got it right and gave us 2 of them for the ‘inconvenience’. The staff there were all gossiping in the back, not really caring about the lineup of people. I completely understand there are barriers with the masks and hearing things but rather than assuming what a paying customer is saying, ask us again what, or repeat what you think we ordered “sorry was ... what you ordered?” Something. I know with social distancing and recommendations from the health officials for employers and employees puts a strain on work performance due to lack of staffing for safety precautions. But, it can’t be that difficult to provide proper customer service to paying customers even during these trying and uncertain times. Very dissatisfied that we didn’t get what we ordered and had to basically tell the employees how to...

I order coffee and a crispy chicken wrap. And got my coffee right way and waiting for wrap with other costumers . And after 30 min. When i didnot got my order and other costumers who order after me got there order . So i asked girl who took the order that didnot get the order , she checked with her co worker who was giving order to costumers . And my order was there for half hour .and the white lady after checking give me order and the order was too cold because its there from long time. I refused to take the wrap becoz ifs very cold . So that karen white lady got angry on me and yelled that she will not going to make new wrap and passed racist comments . But then her co- worker handled the situation very well and came to me i explained her the whole situation . Then she made new wrap and give a complimentary donut as apology.so that Karen was not happy to work or may have some mental issues . She needs to be retired as soon as possible. Giving 2 stars becoz of that another girl who treated very politely otherwise that Karen deserve -5 star and need...

I was at this location Sunday morning I walk in with my service dog who has a service dog vest. When I approach the counter the female manager told me to take my dog out yeah I'm the store That's when the fun began. I explained to her he was a service dog she immediately asked me for his paperwork. I explained to her the federal law pertaining to service animals she did not want to listen she began to yell over her staff while I stood at the counter refusing to leave. Then she told me and I "and I" you people think you can just come in here and do what you want" I explained to her her behavior in front of her staff was unprofessional and not necessary and that she should look up the dog service law on Google which is clearly stating the rules and regulations. I did phone and complain this morning to Tim hortons we'll see where it goes but that manager needs some educating on service animals and the guidelines. Oh yes I am going to return to the same Tim Horton's ...