Tim Hortons — Restaurant in Ottawa

Went to this Tim's yesterday as I was out and about and wanted a tea. I pulled into the drive thru. There were five cars ahead of me. Usually not a big deal. After waiting a minute to place my order, I did so. The cars ahead of me didn't move. No big deal. The drive thru usually moves pretty quickly. Two more cars pulled in behind me. A bit of foreshadowing...now I can't leave the line by backing out.

After 10 minutes, I finally get to the window and the clerk apologizes for the slow service as he's working the drive thru alone. I get my order and start to drive away. And then I thought I smelled coffee. I took as sip of the contents and sure enough it was coffee.

I pulled out of the drive thru and parked my car. I went inside the store to exchange the coffee for the tea I ordered. There were two other staff members in the store and a person I can only presume to be the manager. One staff member was serving a customer at the cash while the other staff member was preparing a wrap or some other meal. I waited another five or so minutes before the cashier got to me and I explained that I had received coffee instead of tea. She put the milk and sweetener in the cup and went to the drive thru window to pour the tea. She informed me that there was no tea ready and I'd have to wait a few minutes. I'd already wasted 15 minutes of my day there so I figured, what's a couple of more minutes? After the tea had steeped, she returned with my tea and joked that she almost gave me coffee again. There was no apology for the mix up of my initial order.

It'll be a cold day in the Netherworld before I ever visit this Tim's location again. Absolutely...

An employee at this location was extremely rude, and because of him I will never go back. I went though the drive through and ordered a coffee, the lady said that’ll be $1.80 please drive up. I drove up, gave the guy my toonie, he gave me my coffee and almost obnoxiously says “ you have a great day now!”...when I realized he wasn’t giving me the change, I said “how much was that coffee?”, without saying anything he snickers at me, gets my change and hands it to me, I said thanks, and he sarcastically says “yeah, thanks for stopping by with that great attitude”. I had no attitude!!! I was so confused! Without responding to him, I went inside and asked for the store manager...I got the supervisor. When I told her what had happened she was visibly shocked at what I just told her, and she then told me she would speak with her manager after she was done what she was doing...I asked to speak with the manager immediately since that’s who I asked for in the first place. Manager, Monica comes over, very unsympathetic, clearly doesn’t appear to even care about what just happened, and says that she’ll talk to the employee...no sincere apology or anything...as I’m speaking with her, the guy from the window sees me, laughs, walks over and picks something up and exclaims, “i’m just doing my job, don’t worry!”. I’m sure everyone in the restaurant heard him... Just an unreal experience....clearly there is no management taking place if an employee feels that he can act like that right in front of his manager and get...

Sat at the drive thru speaker for 5 mins before they took my order. Had to repeat the order 6 times because the girl on the headset couldn't figure out that a bagel and a croissant werent the same. Pull to the window after waiting 5 mins for the other 2 cars ahead of me to get served. Only to be told, after paying, that they didnt have enough tea to serve my order. I ask to speak to the manager who was nowhere to be found...when he appears at the window i explain why im frustrated. All he says is "well sorry" he doesnt try to make it right or compensate me in any way. I then ask for the owners card and of course get told that they cant find it. I stop here EVERY day on my way out of town for work and this place has been going downhill gradually for some time but im sure that the 5 cars that ended up behind me during this fiasco would highly agree that this store has hit rock bottom. I tolerated staffing shortages, prince increase after price increase and the decline in "customer service" I'm very disappointed and wont be back anytime soon. Clearly the custmer is no longer a cherished commoditie..... we are all just a number. Well this number is going to take her business and hard earned momey elsewhere. The owner of this location should take a strong look at what is going on in this store and reevaluate the strategy....because if this keeps up - there wont be a customer...