Tim Hortons — Restaurant in Smithers

TL:DR Needs new management

In my experience over the past 5+ years, I have consistently encountered issues with my orders from them. While the staff has always been responsive and helpful in addressing and amending these concerns, I can't help but feel that this Tim's may be experiencing some management challenges.

Here are a few examples of orders that didn't quite go as expected, which I believe highlight that these orders are fairly straightforward:

one black coffee (I received a double double instead)

one plain bagel with cream cheese (I was given an everything bagel after waiting for NINE MINUTES)

a london fog and a croissant (I ended up with an earl grey and a cheese stick)

a black coffee and a blueberry muffin (once again, it turned out to be a double double and a carrot muffin)

a BLT (the tomato was missing, unfortunately)

a lime cilantro salad (this particular order has been inconsistent nearly every time I've tried to place it, so I've stopped attempting. On one occasion, the “salad” was just two whole pieces of un-chopped romaine, and they often forget the chicken)

there are additional examples, but I hope this conveys my point. It is a bit challenging since it's the only drive-thru coffee place in town.

Going inside can be quite frustrating, as it seems that the management primarily focuses on getting customers through the drive-thru quickly, while other guests may not receive the same level of attention. I have experienced waiting at the counter for service for anywhere from 7 to 20 minutes )I did just leave at 20min tbph), and during that time, it appeared that the emphasis was primarily on the drive-thru window.

This Tim's location seems to be facing some challenges that affect the overall experience. I've noticed that the staff appear to be quite stressed, and many people I know in town have shared similar stories about frequent mix-ups and a focus on quickly servicing the drive-thru. I often see these same staff members working at other establishments in town, and outside of this Tim’s they all demonstrate a high level of competence and dedication.

Tim’s head office will implement the same guidelines across all locations, and I have not observed these recurring issues at other sites. The staff at this location perform exceptionally well in their other roles at their other jobs. Therefore, it is reasonable to conclude that the challenges at the Smithers Tim Hortons stem from management...

Absolutely horrible experience from this place every single time. From the staff hardly being able to communicate in English, to constantly slacking and avoiding their indoor customers constantly, along with very poor presentation of their food. Their wraps have gone from something that was resemblance of a burrito, to a pizza pocket that's constantly bursting out in some random spot. Their pastries are botched constantly, and when I just wanted to get a drink during the night, I was told to wait a second and was pointed towards the parking lot for no reason. I never got my drink, and just wasted $5 for no reason. Their lack of preparation and skill has ruined my whole experience of Tim Hortons. I'll never be visiting this...

Quality is down a lot the past year or two. Everytime I go into my local Tims in Smithers the tables are dirty, the garbage bins overflowing. Apple fritters are often stale, bagle BELTs seem slapped together sloppily. The staff are friendly but seem rushed and not well led by managers and the owner. The service is usually fast but speed shouldn't sacrifice quality. I've heard of franchise owners profit margins down due to the corporation's control of prices and input costs squeezing the local franchises while corporate level profits are up. In past I would have given Tims a 4 or 4.5; now it's a 2.5 or 3. Either way whatever is the cause, the consistent poor quality compared to in the past, has us going to...