Dear Manager,
I hope this message finds you well.
I’ve always enjoyed visiting this Tim Hortons location, but I’m writing to share an unfortunate experience that occurred today around 10:15 a.m.
While the staff member was very kind to the customer in front of me, her attitude toward me was rude from the beginning to the end of the interaction. I initially decided to overlook it, but when I received my drink, it was incorrect. I had clearly ordered an iced black coffee, but she misunderstood and gave me a hot coffee instead.
When I politely mentioned that I had ordered an iced coffee, she responded quite rudely and insisted, “You ordered a hot coffee.” As a result, I ordered again to receive the correct drink. However, when she remade it, she seemed careless — she threw it together, and there was some strange cream residue on the outside of the cup.
What made the situation even more uncomfortable was seeing her being friendly and pleasant to other customers right afterward. I don’t know if it was because I’m Asian, but the difference in treatment was disappointing. Cleanliness and attitude are both important in a service environment, and I hope management will look into this matter seriously.
The staff member was a white woman in her 30s, wearing glasses and with permed hair, positioned at the far right side of the counter.
I understand that it can be stressful during busy hours, and I truly appreciate how hard your team works. However, I hope this feedback helps improve customer service and ensures that all customers are treated with equal respect.
Thank you for your time and...
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