Tim Hortons — Restaurant in Ottawa

On Dec 27th/17 my husband and I went through the drive through and had a very unpleasant experience. We go through this drive through regularly and never have a problem with anyone but this one lady. The other staff are always fun & friendly. The woman in question looks like the woman smiling at the cash when you google this location (Hazeldean Rd @ Esso - now Circle K). I ordered our coffee and hot chocolate and went to pass her our old Tim Horton’s cups to be thrown out because there is no longer a garbage at the drive through. The woman says we don’t take that you need to throw it out over there. I said ok whatever and she went off on me for using the word whatever. I thought I was being kind asking her if she was having a bad day trying to give her the benefit of the doubt with her behaviour and she made a comment about us always being like this. I was shocked and asked her what she was talking about as I had never seen her before. She was wrapped in a scarf or something so I didn’t recognize her. She said something about me using the word whatever for which my husband reacted. He swore at her. For which I later told him he should not have done. I am not well so he went into protective mode. That doesn’t make his conduct right though. She kept saying things to staff and I asked to speak to the manager she said she was the manager that day. So I asked for the store owners name & number but she wouldn’t give it to me. She did give me the general manager name & number eventually. All of this over the word whatever. And honestly I didn’t mean anything by it. It was just ok whatever. After we left we pulled up to the garbage bin to throw out our garbage and I cried. My mom had died recently and this was a very sad Christmas for all of us. We will never return to that Tim Hortons or get our gas there again just to avoid this lady. I am still unsure why this situation escalated so badly over the word whatever. And it wasn’t said like I was mad. It was said in a way that would identify I am very sad. She didn’t help...

I frequent this drive through Tim Horton's at least 3x a week. I have my usual order which includes 2 hash browns. They are usually on top of it, but every now and then they miss the 2nd hash brown and I have to park my car and walk in to the store front to ask for it. They're usually polite and quite apologetic about missing the order, which I appreciated. This morning however.. things were different. They missed my hash brown, and like I do, I walked in to their store front. When I asked the server who had helped me at the drive through window.. he admitted that he had dropped my 2nd hash brown on the way to give it to me... That meant he knew he was giving me one less hash brown and didn't even advise me of it prior to my walking in. Then, one of the other servers said out loud that I'd be given a refund for my hash brown.. again something they should've done at the window. I guess they were hoping I wouldn't notice? Anyways, the supervisor then proceeds to advise me that she will have a hashbrown ready in two minutes.. so there goes my supposed refund? 4 minutes later, she comes out with two hashbrowns, and the promise that I'd get a free breakfast tomorrow if I came back. The irony of it all, is that she knows who I am, and yet in that moment when I walked in to talk to the initial server, she asked me.. did you order two? So.. the server dropped a mythical 2nd hashbrown? And they don't have a POS where they can look up what was ordered previously? I apologize for the sarcasm in my comment. I'm just really saddened by the fact that despite being a regular, who's been more than patient with their order muckups several times in the past, I get treated like someone who they'd be willing to rip off. Suffice to say, I'm never going back to that drive through again. That might not make a dent to their bottomline.. but they are losing a loyal customer...

Not a great way to get your order: This morning was not the ideal customer experience!

I have been going to this Tim Hortons for years now, and have never had this. But one bad day, can ruin it enough to not go back.

I started by ordering first ordering the farmers wrap, but corrected myself by specifying the sausage farmers wrap. The person taking my order clarified by asking me if I wanted two sausage farmers wrap. I then confirmed that I wanted one sausage farmers wraps and then a medium black coffee. They confirmed and asked if I wanted to make it a combo with the hashbrown. This was all fine....

Once I arrived at the window, I received my coffee by a nice worker. Then they brought my food. It was a sausage farmers sandwich maybe? I mentioned that I ordered the wrap and the nice person went back to exchange. This is where the manager person came. She kept insisting that I ordered a sandwich, with a lot of attitude. I mentioned that she didn't have to be rude and I was happy to just buy another sandwich. She continued to tell me that I ordered the sandwich and I can't just switch as it was made. She then put her employees on the spot and said that they all heard me order. They all looked like deer in the head lights. Do they all hear me when the person taking the order has a headset? Very awkward. Finally I was quite frustrated after 5 min and said just give me the sandwich, and I mentioned to the manager, that her rudeness was not appreciated, and I left..

I don't get it, but I won't...