Tim Hortons — Restaurant in Pelham

This morning I pulled into the Drive-Thru line up. There were a few cars in front of me, so I had time to place my order on the app before I got to the speaker. On the app, I ordered an XL Tea, and used my rewards points to pay for it. After about 3 minutes, I arrived at the speaker. It was raining, so I didn't want to leave my window open long. The woman on the speaker said, "Hello, what can I get for you?" I replied, "I have a mobile order for Lenny" This is where it all started.... The rain was coming in my car now, so I wanted to close the window. But instead, the woman started lecturing me because when I put the order in, I accidently specified 'Pick Up' rather than 'Drive Thru'..

She said something to the effect, "Hold on, I have to find it, because you ordered it for pick up but now you are in drive through" I said Ok, and wanted to move on... She said, "Is it the XL Tea with 3 milk and 2 sugar" So at this point I knew she knew exactly what order it was, she was just being stubborn. I said, "Yes, XL Teas, 3 milk 2 sugar for Lenny" She said, "you ordered it for pick up though" I said, "ok" She said, "you should have chosen drive through" With a little bit more sharpness in my voice, I said "Ok, I get it" She began to lecture me again, I cut her off and said, "OK I get it," And she finally said, "Drive Up"

When I got to the window, there was a different girl as I could tell by the voice. She was very pleasant at first. She asked me, "Is it the mobile order?" I answered,"yes" She then turned to get it, but was a little hesitant, then grabbed it, turned away from the window and called over to an employee I could just barely see and said, "what was it you wanted me to tell him?" The other older employee started walking towards us, and going on yet again about how I should have ordered for drive thru and continuing on about it, and I just replied "Ok" 3 or four times, then said, "I made a mistake, I get it" then just looked at the younger girl still holding my tea in her hand, and said, "Just give me my tea please!" At that point she apparently was upset I wanted my order because she snapped back, "OK sir, have a great day!" while handing me the tea, the older employee was still going on about it, and then blatantly lied, as she said, "I am only telling you because your tea was sitting there a long time!" I didn't even bother saying anything, I just drove away. I should have told her she was lying because I literally ordered the Tea 3 minutes before that from my car while I was in the drive thru line. The tea didn't sit there at all, in fact I believe she was making it while she was arguing with me at the speaker.

Despite all that, the tea I ordered was fresh and very hot, it was prepared perfectly, exactly how I like. But the customer service at this location was the absolute worst I have experienced at any restaurant in an extremely long time. I have never had a staff member lecture me and continue on about something so insignificant in my entire life. I don't even know what to say about it.

Not sure who the franchise owner of this location is, but you have a 3.8 star rating here, something is seriously wrong at your location, and while reading these reviews, it's obviously a customer service problem. I highly suggest you start paying attention. I know a Tim Hortons will never suffer, but there is another location just down the road, you're not omnipotent.

UPDATE: A year later and they have dropped another 0.4 stars with no response to reviews. Obviously they...

I went in and ordered a ham and cheddar with no tomato, no ranch, but sub mayonnaise and a cup of water. I order this all the time on my break and had enough change in my pocket for the purchase...or so I thought. When the total came up I did not have enough and when I actually looked at the screen to figure out why, I realized the employee had charged me 50 cents for mayo. No other Tim Hortons - and I've been to quite a few of them, as I drive around the Niagara Region for my job - has done this. When I asked him why he was charging me for mayo, he replied, "Because you asked for it." When I both pointed out I was replacing another sauce - not to mention the tomatoes - with it and that no other Tim Hortons I've been to does this - he told me that's just how it is. I asked if I could speak to a manager about it and he replied that he was the supervisor. I then asked him how this made any sense and he replied that he doesn't have a choice, he has to do what the manager tells him. I then said, didn't you say YOU were the manager? He specified, again, that he was a supervisor. I then asked after the manager again and was told that they were not there.

Long story short, I was not willing to pay for something that I did not feel was justified. I am fine paying the 10 cents for the water because I understand that pays for the cup it comes in which costs Tim Hortons money. I am fine paying for additional toppings I ask for going out to eat unless it is a straight substitution, like a sauce for a sauce. I also understand you have the right to refuse to sell me the sandwich without charging me that 50 cents for the mayo, but you're not a computer program that has to follow directives without any kind of free will. You are a supervisor, and you made the active decision to turn down more than seven dollars for the business you work for and alienate a potential future customer over 50 cents. I did not purchase the sandwich, I choose to leave and spend my money elsewhere, and if I'm in the area for my break again anytime in the near future, I will be frequenting other establishments rather...

The consistent poor service at this location amazes me. So more than once I’ve pulled into the free lane at the drive through only to wait while the person behind me gets served in the other lane !!?? Service at the window is horrible, one woman I believe to be a manager nearly threw my order at me she couldn’t have tried faster. Another visit when there was no one behind me a manager raised her voice at the guy working drive through while bagging her hand on the counter telling him to hurry up? What’s the hurry? So today I order a classic sausage bagel meal (which should include a coffee and side, they took my order then told me to hold on, then came back and asked me what I wanted !!!??? So I asked again for the classic bagel sausage meal. Then had to ask for a coffee and a muffin. When I get to the window I’m asked to confirm my order , she says a bagel belt, coffee and muffin?? No a classic bagel sausage meal and a muffin. She says yes, I said not a belt no tomato or lettuce, she says right, then hands me a bagel wrapped in a bag, and says again - bagel belt , here’s your muffin and coffee, I pay (no idea what she charged me) and I drive off Coffee was warm not hot, and I got a bagel belt not a classic bagel like I asked for THREE times. I’ve talked to others about the service here and the comments are the same. Someone from head office needs to secret shop this location and see how they consistently make errors on orders and how the management treats their employees, it’s embarrassing and unprofessional. I will not spend another dime at this location, there are two others close by that have always been polite , professional, and accurate with my orders This location is the worst representation of your brand I’ve EVER seen, and today was...