Tim Hortons — Restaurant in Ottawa

Firstly, I'm not looking for a link to a site my comment can be disreguarded that you want me to send my concerns too, but hoping the manager can simply read the comment and bring this to the attention of the co worker of concern.

I have to say, I'm never one to complain, but here we go; I stopped by like I usually do on my way to work to the tim hortons here in greenbank, usually the people service; all are great. I felt a little differently this morning about a co worker of theirs that seemed to have stressed the whole staff with his poor attitude that morning and got my whole order wrong. (I went in for 7 10)

I asked for was a plain bagel, double toasted with butter and an orange juice. The guy in the back working the food area immediately looks at me and goes.. you want double toasted? It's going to be burnt! thinking he's kidding, I laugh and go, hahaha that's okay! I like it a little crisp.*

Moving on, he shows me this weird peice of flat bread looking thing, burnt to black; going.. this is what i mean! Its burnt in my head at this point I say to myself, like is your toaster broken? He didn't even bother putting the bagel in it, I now know there is some form of miscommunication going on, when he puts the burnt assuming croissant on the warmed serving table for me to grab.. A lovely co worker catches on assuming hes been upset all morning, and looks at me asking if all is good, I'm like.. eeh, I don't think this is a bagel. She goes back passes the burnt item to the guy, he then aggressively throws it in the garbage, at this point, I'm feeling a little embarrassed and upset I did something to upset someone in the establishment seeing as people around are seeing his reaction with my order.

The poor girl who originally served me gave me an apple juice instead of orange, which is fine, but just proves how much one moody co worker can shift a whole comfortable dynamic.

My order came out okay, the bagel was not burnt but double toasted as I asked.. the apple juice is okay.. I didn't have the guts to ask them for diffrent juice because I felt was going to upset someone else.

Everyone else working there this...

Reading past reviews, there seems to be a lot of discussion about the quality and friendliness of the service, as well as the accuracy and promptness of that service. Obviously, these factors can all change from one shift to another, and from one server to another. I can only tell you what I have observed and experienced over multiple visits - this is the closest Timmy's to my home

Is the service always friendly and courteous? Mostly. I have never had bad service, but there a few less than pleasant experiences; BUT never any big deal. Keep calm and everything will be fine

Are mistakes ever made with an order? Occasionally, but not often. The most common mistake seems to happen if you order a French Vanilla - you occasionally get Hot Chocolate; BUT, again, not often

Is the service slow? I can't argue with this complaint; BUT, keep in mind that service performance will fluctuate with the demand (how many people show up how quickly to place an order). Obviously, if a LOT of people show up all at once, and then you show up, your going to be waiting a while for service. But, if you can find a Tim Hortons that NEVER has a line up; that Timmy's may not stay in business too much longer

Finally, are there too many staff behind the counter giving too little service to the customers? Looking from the public side of the restaurant, it does seem that there is a good case to be made for this complaint; BUT can we really know with any certainty? I've never worked at a Tims, so I don't know for sure how things work behind the counter. Also, maybe they are training some new staff? However, they do always seem to have a lot more people behind the counter than I would have thought necessary for the speed of service that is the norm at this location

BUT, when all is said and done, this location is convenient (at least for me it is), and the service is mostly okay, AND it's...

Honestly, I've never been to a place where the staff are so, well openly hostile toward their customers.. It's just very clear that they're overworked and very stressed and they translate that into how they treat their customers. It's quite a thing to listen to if the rudeness is not directed at you. It can be quite funny in that respect. But you hear them constantly muttering under their breath, ignorant comments about people's orders or how the person ordered or what they've said wrong. I hear them say well "You should have ordered it that way" or you hear them say to the whole crowd "people need to have patience' today I heard one of them just tell a customer "well you didn't say that properly so how was I supposed to know". I was there when some high school students came in and the staff treated them incredibly bad. They were very rude to them, clearly did not want to serve them and got visibly angry with them when they asked a question. I understand they must serve many students because the school is close but the staff here were very unprofessional and just mean. It's kind of an interesting dynamic there. Having said that, if you can manage to get served in a reasonable amount of time which is somewhat difficult when it's a bit busier, the food always seems to be fresh so I continue to return despite the staff's attitude towards their customers. As someone who's worked in retail before and worked at Tim Hortons before I can certainly understand some of their sentiments. You don't go here for a nice, friendly atmosphere. Stay away if you are in a big hurry. But if you want fresh food, have lots of time and maybe want a lecture or a laugh, this...