Tim Hortons — Restaurant in Sarnia

The other day (Saturday, March 8, 2025), I came here at approximately 2:30 pm. I ordered an XL White Hot Chocolate with chocolate syrup. After arriving at the window, scanning my rewards card, and paying, I was given a non RUTW cup. So, I asked if I could get a cup, and they told me they don't have any more XL cups, and no, they won't give me one of another size.

No employee told me beforehand they were out, and there was nothing posted as well. If I was made aware that they didn't have XL RUTW cups, I would have ordered according to which sizes they still did have available. I didn't need an XL, and after this interaction, I didn't want it anymore. In addition, if I did really want an XL and was notified they didn't have any, I would have gone to another Tim Hortons in town.

The only reason I bought a hot beverage was to double my chances to roll for a prize (a cup roll and a digital roll). I understand that the cups are limited quantities, but I could clearly see through the window that they still had other cup sizes available. I usually get a Peach Fruit Quencher, and on any other day, I'm more than happy to order just that. But until the cups run out, I want to keep ordering a White Hot Chocolate.

I did write a complaint on the app and all I got back was a very generic response that seemed like it was copied and pasted directly from a script.

This whole situation has made me feel very annoyed and upset. I hate to be this person, but I would either like a physical roll or a digital roll to...

The only reason that I rated it 2 stars was because of the recent renovation. Should be 1 star because of the service.

Came in and everyone was so focused on the drive through that no one is paying attention to the customers standing at the front. There was only one person in front of me (who ordered a single drink) and it took over 5 minutes just to order. The food preparation took forever and all I ordered was soup and a sandwich (sandwich was not grilled or anything like that). By the time that I placed my order there was 5 people standing behind me trying to order and even then they only kept one person up front who kept on running around to make drinks instead of serving the next guest.

It was chaotic at best and did not meet expectations. It was disappointing all...

Ordered on the app. App says open till 9pm. Google says open till 9pm. Arrived before 8pm, store is locked up and empty.

Apparently Tim Horton's doesn't even know when their own stores are open.

Contacted customer service. Says they can't do a refund. Tells me someone from management will get ahold of me. Couldn't tell me when, maybe tomorrow? Couldn't tell me what they'll do. Refund? Free order? Gift card? No idea. Will they be calling or emailing? No idea. Just that someone, at some time in the future will contact me in some way.

What's the point in customer service that can't process refunds and can't speak to the customer service procedure?

This store wasted 30+ minutes of my night and...