Tim Hortons — Restaurant in Ottawa

I feel sorry for the owner of this location that his staff is ruining his or her reputation. This was not the first time there was an issue at this location. There is always a mess about something in the order. Today I’ve sent my son that has a disability to buy a meal as an encouragement to his independence. They messed up his order also took an item off his bill because he went few cents short. There was the trigger to my son’s level of functioning. Then I intervened, tried to solve this issue asked them to either remake the order or refund. The staff refused to do either! I even told them my son has a disability that’s why he can’t problem solve and I’m here for that. But they still refused but to ask me to leave my phone number to the manager that was in the back in order to give me a refund or remake! I’ve never been to a restaurant that my order goes wrong then they have no solution and make you wait for 30 min for the manager to call you from the back of the store to order the staff to either do a refund or remake the food! I waited there for 30 minutes till the so called “Manager” called me with a block number, was so unprofessional and had no solution! Right at the time, I was on the phone with the manager, was the time that my son’s disability finally got him in crisis due to employees and the MANAGER holding us for 30 minutes arguing loudly with me in front of other customers not offering either refund or remake! After the staff creating this situation now they’d blamed my son that has the disability for their own shortcomings. Then the manager and the staff threatened me to call the police still not offering refund or remake! They charged me, had my money in their possession but were not offering any solution to the service. They still have my money and I left without a refund or a...

Following is the official complaint I filed to Tim Hortons for this place:

Hi! I work for an adult community service and on this particular day we went for a drive with all our 3 residents to get some tims as it was their treat day. As an agency requirement, we need receipt for each individual. we arrived around 6:00pm at the drive thru and we were the second in line (not busy at all). One of our residents who is extra friendly and has difficulty understanding social situations went ahead and started saying hello multiple times. We tried to tell him not to do that as we understand it can be annoying but I think we were too late as the person (female) working on the other end became very rude with us. Not only they spoke rudely but also refused to take our orders. According to them, "the management has told them not to take multiple order and print individual receipt". We wanted to question more but understanding we were holding somebody behind us, we left. We took our business to 2020 trim road and they were more than happy to give us individual receipts as well as be nice to our residents.

The question I have for you is: How many times do you get people who constantly say hello at your drive thrus? Probably children as they are excited. Adults with needs can have the same excitement too. Do you refuse service to the kids as well? Is this how inclusive and accepting the staff at 2280 tenth line is?

I rarely complaint because I understand how busy Tims can be and how rude some customers can be but this particular scenario not only disappointed our residents but it also made me question whether Tims is training their employees to treat everybody equally.

Hope to hear from you soon...

My first issue ordering or pre-ordering from here via drive-thru is that you can't order or even pre-order a latte without getting told to go wait in the parking lot when you get to the window. It seems a latte takes an exceedingly long time to make. So I tried telling them at the mic (where one orders) that I had a pre-order, gave the order number, and precised that the pre-order contained a LATTE. They need to have a priority system to get lattes started as soon as they're ordered so that they're ready at the window, or else it isn't fast reliable service. I guess I just can't order lattes in drive thru. An extra 6 minutes in the parking lot might not seem like much, but when you're in a hurry and the food you also ordered is sitting for longer getting cold, it kinda sucks.

My second issue is that the lettuce they give you is sometimes rotten. Today, it's going bad, and that's just gnarly. Someone knowingly put this in a sandwich, and that just speaks to how little the staff cares - from the employees, to the managers, and to the owners. I'm glad I saw it before I bit into this. Quality...