Tim Hortons — Restaurant in Orangeville

I go to this Tims a lot...but never had such a bad experience like today. I went in with a mobile order that was already paid for. When they realized they didn't habe the item I wanted in stock, it was like they had no idea what to do. They didn't offer to replace the item or even make it. They basically said "we don't have it" period...meaning they offered nothing to replace the $6 it took from me. I moved out of the way because I did not want to hold up the line for other customers. Finally 15 mins later they actually offered a solution: wait 15mins for the brand new item to be cooked, or get something else. I waited this long for it so I said I'd wait for it to be cooked (which as someone in customer service, when out of an item, we restock it no question specially if it is brand new. Not wait for a customer to want it and not get it). 15 mins later they asked again what I ordered. I said the 2 pastries, when I went to say the flavours she walked away ignoring me. When I recieved them I asked which one she gave me as I can not eat spice (the one has jalapeños). When i asked to get one Herb &Garlic she rudely sighed, snatched the bag and rolled her eyes to replace one. I am not a rude customer. I am polite and understanding and speak with calm tones. I know there are people who would be furious and yell at these poor girls for not having something ready. I am extremely disappointed to be treated so rudely as someone who is very calm and kind towards them. I understand fast food working...but i would never be that rude to any customer and i would restock items that are needed....

I visited a few minutes ago, boxing day at 12:10. They were understandably busy, and they longer moved fast enough however I was not with an akward, unsatisfying situation.

When it was my turn, I asked for two artisan grilled cheese sandwich combos with tomato soup, as well as some drinks. There drinks came right away and I waited approximately 10 more minutes for the sandwiches. The soup never came, so I mentioned that I ordered it with soup. They quickly looked at their order fulfillment screens and realized that they never added it, and I was not charged for it.

I'm not a small guy, my voice projects well enough, proof is they fact that I received everything else.

I said I understand however could I order the two soups and pay for them now? Instead of fulfilling it for me 10+ minutes later, they started at for me for a moment..and it was very akward. I asked again politely and they seemed annoyed?I walked away without any conflict since my wife and 2 year old were hungry and also waiting.

Please keep in mind in easy to pressed and an very understanding. I don't create drama at can be evidenced by my previous reviews. I won't...

I wrote a bad review a year or 2 ago on here for this Tim's because of a bad experience I had. Today though I had a good experience and good experiences also need to be shared. I had a drive through mobile order, and once I got to the store realzied drive through was a bad idea lol. I went in to just try and pick it up inside (which I've done at other tims and it was no problem at all!) There was a bit of confusion for what I was asking so I tried my best to explain the situation. I think they thought I was trying to get a free order or something lol. Not too long after though they spoke with drive through and figured it all out both of us sharing a laugh. The young girl in drive through was just the sweetest and that needs to be shared. Wish I knew her name, but shoutout to her! The other girls were ofc just as nice too, service was fast as well, even though drive through was busy! Definitely a different experience than what I'm use to for tims. Everyone has bad and good days. And the good need to be cherished and shared! The new cookie tastes like a literal brownie😍 and my iced coffee was...