Tim Hortons — Restaurant in Ottawa

I waited 10 minutes in the drive-through a couple of weeks ago, ordered two everything croissant breakfast sandwiches, paid and was asked to park. I parked for 20 minutes before going inside, that's when they told me they were out of those particular breakfast sandwiches. I watched a steady stream of cars show up at drive-through, recieve their order and leave. After noticing multiple patrons walk in, get their order and leave, I decided to go in. I'm not sure they were even going to come ever, just collect my money, park me and leave me out there indefinitely for sandwiches they weren't even able to provide. A lady who appeared to be a manager of sorts refunded me, and while I was voicing my displeasure with losing my entire 30 minute break and no breakfast, she hastily apologizes while looking at their order screen and curtly walks away while I'm still talking. I didn't curse or yell, and I was very disappointed with the response (a no eye contact apology and walk away). They seem to have no regard for customers time or schedule. Granted, they were busy, as I said, I waited 10 minutes in line and another 20 parked in the lot, and they were too busy to come let me know my food was never coming. I've invested called guest services 6 times, each time I am assured someone will call back, but I have recieved no such callback. They aren't accredited with the Better Business Bureau (F rating), and it seems I am joining a long list of dissatisfied customers who don't even recieve any followup, that based off of the various negative reviews. I finally reached corporate and after filling a form out I was told that they would be calling me in an hour... spoke to them and they told me they couldnt do anything other than escalate with the store again. I have been recording the phone calls, so I have that for social media, but I didn't video the first interaction as I never thought their customer service department could be this poor. I've altered my daily routine and haven't been back to a tim hortons since the end of May, I won't be going back. Update- Tim Hortons has replied as seen below. I am unsure why calling that number now will yield a different response than the previous 6 times I've called it regarding this issue, but I will call again and see what happens. I will edit with an update once I've...

I came to this Tim Hortons today and I ordered a sausage grilled wrap and a farmers wrap and while the lady was making my wraps in the sandwich area I asked her if she could make one of the wraps on a bun instead. As I would have paid the extra charge if needed be. The lady had told me that she had already made the wrap and unfortunately she could not re-make it. She was very disrespectful because she did not re-consider that she still could have re-make it as the customers come first. She than was giving attitude while being super dismissive to me and placed the finished wraps onto the table. Out of respect I decided to just take the wraps and leave as she appeared to be busy in the drive though. I than arrived home to eat and the sausage wrap barely had anything inside there. In the farmers sausage wrap there was no sauce, the hash brown tasted stale, and the wrap was extreamly burned. I went back to the store as I was not going to eat the food because I lost my appetite. I returned the wraps and the same lady that made them had asked me " did you order a BLT" I had told her "no, I was just here and you made my two wraps incorrectly" I than told her I would like to speak with her manager and she flagged him over to the sandwich area. He came over and asked what the issue was and I had explained to him that the lady at the sandwhich bar made my meal wrong and opened both of the wraps to show him and asked if this is how it is suppose to be made? I had also stated that the lady was very disrespectful as she left her customer service at home and refused to change my bun when I asked. He told me that he talked to her about that already and he will make my order again. That is a lie. He did not speak with her and he should have addressed her again as she was still giving attitude when I had approached her again. I asked for a reimbursement and I will not be going to this Tim Hortons again. the lines were very long in the store and in drive thru, the staff does not listen to the orders that are being given to them and they do not have good...

If ever you are struggling to define ineptness and lack of enthusiasm to someone, I would suggest you point people in the direction of this location. After repeated terrible experiences, this latest one has brought about the end of my business at this location.

My partner and I ordered at the kiosk, as it seems to be the directive from the signs adorning the walls and counters as you enter the premises to do so, and then proceeded to both sit down. It was after 15 minutes of watching people coming in and leaving with their orders they ordered from the counter whereupon I decided to go check on our food. As it turns out, it had been sitting up on top of the racking steadily getting cold, while our beverages had still not been started.

Mind you, I only discovered this fact after I had to interrupt and all to important conversation between staff members about their children. When I then inquired about my drinks, the one team member turned to another and asked if they had started them. The person working front counter decided to then complete an order they had just taken (seven orders after mine I might add) and without any urgency, apology or apparent interest, proceeded to be 50% accurate with her task, and make one out of the two drinks correctly. At this point, I no longer cared to be in this location, and for obvious reasons, see no reason to ever set foot in here again.

If the merits of hiring here are "are you breathing and able to stand up" then congratulations, Tim Hortons, your staff have fulfilled the requirements. Impossibly deplorable service, I gave the food 2 stars because it at least was sustenance, but either management retrains staff, or they cull the herd and find other people enthusiastic about being treated like crap by their employers and mega investment firm owners and not taking out their dissatisfaction on the...