Tim Hortons — Restaurant in Redwater

My Fiance and I are regulars at this location. We go probably too many times a week. Normally the customer service is excellent and the people at the window are so friendly. We ordered 5 beverages for us and our family waiting at home. 3 of which were icecapps. They were all half full. My Fiance asked nicely if we could fill the ice capps up as normally when we go its properly filled. And there was a problem with that. We were told they couldn’t fill them up anymore. We asked again nicely as they were just half full. If they are all half full it means were would be paying 15 dollars for and ice capp and a half?? Unfortunately for some reason asking these particular employees was an issue. We were told that due to the fact that “they were getting in trouble for overfilling beverages, so they in fact were actually properly filled.” (They were most definitely not) My Fiance and I felt confused as we didn’t understand why we were being met with an aggressive argument. We were shown a piece of paper where the one female employee said that “thats how we are supposed to fill them” even tho there was literally more in the diagram then our cups. Normally when the drive thru is a little busy and you get an underfilled beverage, the staff has no issues correcting it. We offered to pull in front to let them clear the drive thru so that we could have the size of drink we paid for. This was not ok and after being aggressively told they didnt want to fill our drinks up ; they did. It made us both very uncomfortable as we had never had an experience like that there until this weekend. My Fiance even explained that he wasnt mad or frustrated with anyone; he just wanted what he was paying for and was ignored. I dont know what happened ; I just know that if your paying almost 5 dollars for a large icecapp you certainly dont want it half full. Made us reconsider going to that location as you dont expect confrontation at the window over a small mistake. Normally the staff here is really kind and on point, but this weekend really ruined it for us. And the creamy chill machine has been broken for about 3 weeks now at least. Its starting to feel like the wild west around there, i hope they figure it out. I also hope that noone else is met with this kind of customer service. It makes me feel very uncomfortable at the idea of going back there. We just wanted our drinks filled to where they are...

Pretty normal. What is abnormal is that I watched an employee drive through the drive-thru more than ten times a month ago. They just circled around, would stop at the window, then immediately return through the drive-thru. I sense a scam because i saw it again today. The employee had a uniform on and had their headset on while they were driving. Then, parked, and went inside to continue working. This happened a third time on December 24, 2023 around noon. The same employee, wearing her uniform, headset and protective plastic gloves, drove through the drive-thru 8 times, not ordering anything and then returning to work in this location without changing her gloves.

Also, the employee that helped me at the counter seemed to be in a much bigger hurry than me even though it took him forever to come to the counter. I asked him how he was and some other niceties, but he had no interest in chit-chat. Not a very good employee in terms of interaction or...

The Gentlemen at the drive-thru window was ignorant to me and I was shocked with the eye rolls, disrespect I received when I was asking questions, I was taking too long to order I guess. He argumentative, rude with me and when asking for management his buddy said he was a manager and the guy who was serving me was as well. Both were management?? And behave like that?How can rude disrespectful people who don't speak good English, still have a job in customer service industry?? I went back 2 weeks later and walked in to order this time and I had the pleasure of being served again by this man..he was impatient, rolled his eyes again and was rude to me and my friend. I don't think there's any reason for this behavior in a customer service environment. Obviously he's unhappy with his work and doesn't enjoy dealing with people. I am appalled..shame on you Tim Hortons..i guess the customer isn't always right . Not in fast food...