Tim Hortons — Restaurant in Ontario

Worst customer service ever. I work at the mall and they see me ordering in the daily basis. Today I order a small coffee with no cream or sugar, 1 medium ice coffee with milk and less sugar cane and 1 large coffee with milk and no sugar. After about 15min standing there waiting for a 2 minute order, they give me the coffees except the medium iced coffee was hot coffee. I told them i wanted an iced coffee and they said I will have to pay for it and they toss the hot coffee in the sink in front of me. I asked them if I could get a cup of ice to pour the coffee. I am not going to pay again when i paid for 2 coffees and the 3rd one was paid by the rewards points. They insisted I had to pay for the iced coffee due to inventory issues, when they just threw away one coffee. I decided o take the 3 coffees, that’s right, they had to pour me another cup of coffee, and leave. This is ridiculous. It’s not the first time I have a bad experience in there but I understand hospitality and retail can be hard. Not sure if they are understaffed or the staff do not get along well but customer should be treated well. Because if I go there 5 days a week at the end of the year, I might be paying for one of your month salary. i feel it cost more money and time no willing to give me an iced coffee and having 5 people staring at me pretending I was the one unreasonable. Understand you didn’t took my order properly or asked the right questions or i made a mistake, whatever reason. Again, worst customer service ever. If you don’t know how to treat customers maybe should go to...

I am glad that since my last review (thats below this paragraph), they have taken the feedback in a constructive way and now they are providing the regular tims tissues and their coffee quality has improved. Thankyou management for working on this. I have changed my rating from previous 2 stats to 5 stars now. Good job !

Today, they gave the ordinary brown tissue paper and not the regular Tim Hortons paper napkin. This is substandard quality as opposed to the regular one. They always have a scarcity of paper tissue napkin. Also, they don't place paper napkins for customers to take. They keep one with the order. I see this process as inferior customer care when compared to other Tim Hortons outlets, which keep the standard paper tissue napkins for customers to take. Its going on for a long time. I was thinking they will improve on this at some point, but unfortunately no. A customer will definitely be unhappy if you don't provide enough paper napkins when they order. Even the coffee is too strong for double double when compared to other Tim Hortons outlets. I was thinking 1 star but gave 2 stars because the maple bacon croissant sandwich was...

I come to this location 3 to 4 times weekly and I get the same order a medium iced Capp with three extra sugar, The crotchety lady serving me says oh we don’t put extra sugar in ice cappuccino. My response to that was I am in here three or four times a week and it’s always the same order and you are the only one that refuses to put free extra sugar into an overpriced iced cappuccino, but that’s OK location in White Oak Mall has just lost my business.

UPDATE; I just left the Tim Hortons location at York and Talbot London Ontario. I ordered like I did in the White Oaks Mall Timmys, a medium ice cap with three extra sugar the young lady in the York Street location did not even bat and I at the extra sugar in my ice cap, I paid my money she filled my order, medium ice cap with three extra sugar. My question is to the owner of the White Oaks Mall Tim Hortons is, Why did your two staff members out and out lie to me when they said we do not put extra sugar in an ice cap and the other young lady said we are not allowed to do that. Why is that? Why would they say that?? Especially when another location just...