Tim Hortons — Restaurant in Sackville

Ordered a caramel iced macchiato with a small iced cap. Got the iced cap, it was half full and almost completely melted, as if maybe someone had made it by accident and kept it on the service counter on the off chance that someone would order it later. I get that, as I work for the company and usually we'd hold it a minute or two to see if we'd have to waste it. I have never seen it that melted before. It was the consistency of iced coffee with a floating disk of ice on top. It would to have been there for 15-20 minutes at least. The macciato, not really a food safety issue but it was plainly obvious whoever made it wasn't aware of how to correctly prepare it, with double the ammount of syrup, caramel instead of vanilla, and possibly more espresso than the build asked for. It was sickly sweet, pretty honestly disgusting. When I brought the iced cap up, the three who'd been up front, the girl who was front counter made eye contact with me, and continued to help drive thru. I apologized and told her id received the icecap minutes ago, and if i could get another one. She said nothing. Just made me another ice capp, i watched her press the wrong size on the sureshot cream dispenser, and made me an icecap that was basically half cream. There was no apology, no coffee promise, another gross drink. I just honestly thought id worked at my fare share of tims that had some issues, but this was mindblowingly bad. Had i gotten a receipt I would have used the code to do a tell tims, but unfortunately i dont have...

Dissapointment is all I can say. The slow service and attitude like the customer is bothering the employee is really starting to take a toll. I will say that the older ladies who work here are AMAZING and super sweet, they serve you with a smile and you leave In a better mood then when you arrived! But the younger generation all have attitudes, when this is their job that they chose to work at. It's mind boggling and today I had to leave a review, I waited in line for 20 mins in the drive thru. Had a rude girl over the intercome taking my order, when I got my BLT there was grease all over the wrapper which then got all over myself. Not to mention there was 1 strip of bacon, wilted lettuce, a mushy tomatoe and a cucumber!!! When I got to the window there was no sense of urgency in getting the people their order, and no apology for the long wait, I felt like by pulling up to the window I interrupted the 2 young employees conversation. There is no greeting from them or politeness, this is the food service which still needs to have some common courtesy given to the customers. Better training for new employees is a must at this location, or better babysitting of its...

Slow service espresso machine broken.

UPDATE: so the broken espresso machine was more then a nuisance, I had placed a mobile order for a latte with espresso. When I got to the store they told me the machine was broken and they couldn't make it, okay fine I placed a new order. Well, it turns out no one at the store or Tim Hortons corporate knows how to issues a refund for an order placed on the mobile app after three days of "someone will get in touch with you" I gave up and put in a dispute with my credit card company. This experience has put me off of Tim Hortons permanently because I can no longer trust the app.

UPDATE 2: I have been trying for 10 days to get a refund for the order that wasn't completed. The support team and messenger team has sent three request to the franchise location. So far they have ignored each request and I have heard nothing back.

UPDATE 3: finally got a refund for the order made through the app that I never recieved. It shouldn't take as much effort as this when an order isn't completed. The store staff should be able to issue refunds...