Tim Hortons — Restaurant in Peterborough

I bought two salted caramel tarts from this Tim's store this morning and it doesn't taste like other normal baked tarts. I returned both (one had one bite off, and another still whole untouched). The staff (Ms. Dana) understands my preference for a fully baked tart and not a frozen and thawed tart (which tasted half-baked) and refunded me on the 1st tart, and said she will refund me on the 2nd tart when I bring it back later.

Later, I returned the 2nd tart (whole and untouched). However, this time the manager (Ms. Tammy) attended to me, and insisted there's nothing wrong with their tarts and refused to refund on my 2nd tart. I explained to her again that the tart tasted half-baked and not good. She said they just thawed the frozen tarts and sell like that.

She totally ignored the fact that her staff (Ms. Dana) had just verbally agreed and allowed for refund on my 2nd tart a while ago, and I had to queue again at the counter for the 2nd refund.

There is no communication amongst the Tim's staff and the manager does not bother to re-check with the staff again.

The manager had disappointed me greatly. From the way she talked, I felt that she does not respect her customers, and she also does not respect the decisions made by her own staff (for the 2nd refund).

I had been a customer to this Tim's for the last 8 years, and this is my first complaint on this store - specifically on the Manager, Ms. Tammy. I had been to many Tim's around PTBO County, and I have not met such a disrespectful and uncaring Manager. I don't think she appreciates customers at all, and that she acted very bossy.

I hope the Franchisee for this store is going to change the Manager very soon - as she does not care about her staff and her valued customers. At the very least, please send her for retraining again - on customer service and managing customers' feedbacks/complaints. She severely lacks such understanding of her customers.

With...

To begin on a positive note, the staff member that I interacted with was quite pleasant and professional at the cash. Also on a positive note, our drinks, coffee and tea, were fine when we finally got them. My negative comment is that the kids working here are the slowest. It took 15 minutes to get to the cash to place the order for 2 hot drinks. Granted, there were some indecisive idiots in line who didn't know what they wanted or how they would pay their bills, but there was plenty of time to observe a group of staff that seems to have no focus on serving the customers efficiently. I guess socializing amongst the Tim's staff is more important than serving the customers. And the clown in the back who spent about 10 minutes staring out over the swing door at the crowd in the mall, don't you have any work to do? Or if you're on break, why would you spend it blocking the entrance/exit where other staff who are trying to work must pass? It just shouldn't take 20 minutes to buy ...

The staff Tried to over charge my coffee. Never on time. Constant pice mistakes. The worker stated that the price of my large coffee was 2.61 when I order almost every day and it adds up to 2.17 the manager had to constantly correct the staff on multiple different tings, and I find it ridiculous. I’ve had this happen numerous times. It has gotten to a point where I’ve had to put in this review. Not satisfied with the service one bit. Thank...