Tim Hortons — Restaurant in Richmond Hill

this is my first time seeing this here but asking for customization of my order even though i paid for it and they call it “thats crazy” is disappointing from the managers here for staff training and talking like this. the app doesnt allow for customization and asking them it looks like a burden for them and their too tired to change it not looking good this is second time happening but i just let it go the first time bc everyone make mistakes but to behave like this

Part 2 to your response:

Hi, thanks for the response.

However, your explanation doesn’t address the core issue: the attitude and unwillingness of your staff to assist when a customer politely asks for help correcting an order — especially when the app lacks options for customization.

Saying “that’s crazy” when a customer expects the product they paid for isn’t a system issue — it’s a service and training issue. Telling someone to re-order and refund defeats the purpose of customer service. If the system has limits, it’s on your team to bridge that gap with good service, not excuses.

Hope this is taken seriously, because tech limitations shouldn’t justify poor treatment of...

This is my Local Tim’s as I live not to far from where I live Stop by here almost every morning to grab a tea muffin On my way to work, Unfortunately, this place has been on the decline Lately and I don’t know what’s happening. The drive-through used to be amazing now it seems they’re serving one car at a time, taking the order and then serving them at the window Al before serving the next car while they wait the speaker And lately messing up orders today was the last straw. I ordered a tea and a blueberry muffin drove down Yonge Street to Aurora to work got into work sit down at my desk Take a drink to find out I have coffee and not tea. Open my bag to grab my blueberry muffin to find out. I got a bran muffin instead. When I called to let them know all the person on the phone was able to say are we able to give you the right one well, no I’m at work now, sir. Are we able to give you the right one after about the third time of him saying that to me, I just decided to hang up the phone. I guess I will just have to wait till I get to Aurora to get my coffee and tea from...

I come here every Saturday morning with my kids and I have to admit that today was my last time ever coming to this location . They have younge staff and manager that don't understand business or anything about serving customers

Further reply to the business reply ...... updated

Clearly the reply was added by the on duty manager David or someone that only cares about his side of the story . This was not about the extra cup , it was about the response and how it was dealt with . The manager lacks real business training in how to treat customers and how to reply as his response was clearly careless . Further more, he was chatting to to hos staff and commenting unrespectful comments that I had no interest in responding to a child behind a counter

I am taking this further with head office as I will be going to Macdonald across the street that clearly invests into training their staff.

I used to come to this location every Saturday morning and the cup issue at this exact location never been an issue for whoever responded...