Tim Hortons — Restaurant in Russell

My experiences at this location are consistently negative whether I go through the drive Thu or go inside for service. Inside service is extremely slow (as Tim Horton's locations put more focus on speedy drive thru services to the detrement of in restaurant customers). At this particular location .. inside service is terrible. Staff shortages, new poorly trained staff alone in busy cash spots, and lacking in team supporting each other approach. Today I was inside and it was embarrassing to watch a new not-well-trained employee struggle at a busy cash... Make many mistakes so that customers returned incorrectly made drinks...myself included for a drink correction 3 times. These instances of poor service are disrespectful to your employees but more importantly to your customers. I heard negative comments from a 5 person line-up waiting...to be served. Ordinarily I would not bother going back and go somewhere else but since I live in Embrun I thought I would share my experiences to date one time only in hopes that you as owners would change.. respect your employees more as well as serve your in restaurant customers with more respect & appreciation. If not, you have lost me (who know how many others who didn't bother to take the time to tell you their bad-service stories) as a loyal customer. I noticed in previous negative reviews you asked people to call to chat with you... It is up to you to reach out to your customers. Ask me for contact info and the contact me for further discussions. My experience in the past with your 1-800 number has been as bad as your store location service. Most of all I hope you change your location...

This is a difficult review for me to write since I'm usually writing wonderful, happy reviews. This wasn't a good experience. First, staff seem to be more interested in drive through then people who are eating in. One staff for everyone eating in and five for drive through is ridiculous. Second, I ordered a chicken cilantro lime bowl for myself and a turkey bacon club sandwich sandwich for my S/O. They said they didn't have buns for sandwiches so they'd make the sandwich on two small ones, fine. So they proceeded to make my bowl and toast the sandwich buns, then let both get cold while they did more drive through orders. Third, when they finished the sandwich, someone from the back brought up regular sandwich buns... I thought there wasn't any... Lastly, we go sit to eat and of course the sandwich buns had gone cold and tough to chew, and my bowl was less then half full. 5 pieces of lettuce, a few chopped veggies and a couple of spoon fills (less then 1/4 of a cup) of the rice/quinoa. Literally less then half of the bowl had food. I've had this same bowl at this location, and a few others in Ottawa and I've never seen it like this. The bowl wasnt even full to the line on the bowl. No point in a dome lid if you're not giving the correct amoint of food. For the price it was not worth it and I won't be returning. Especially with Subway up the road who's bowls are full and sandwiches are made to order in order..FOR...

So far the worst Tim Hortons I've ever been to (I can confidently say this as I've been here dozens of times - I would pick a different location if there was another close to work). Wait times are unusually long due to staff being slow and incompetent even during non-rush hour times. They advertise a spicy chicken thai soup (there is a separate larger ad for it, not just under list of soups) and they NEVER have it, I've been trying to order it for a month and a half now on different days. Maybe take if off the menu then. Also one of the ladies working at the cash is extremely rude. I brought my own cup trying to be more green and she tried to argue with me on what size coffee it is. She even measured it with water just to make sure and it was larger by an inch, though I asked 3 cream in it. She said it has to be larger size to fill it up higher and measured to make sure. I've been ordering coffee in that mug from other timmies and I've never been charged for a large size in it. Also mind you this was at lunch so she was slowing down the line of people behind me. I guess a 10 cent difference is such a huge...