Tim Hortons — Restaurant in St. Catharines

This location I always frequent because I live very close . I never had any issues at this location and I've been a customer for over 3 years. This experience changed for me on October 8th around 9 -9.30 am. I went through the drive through with my kids to buy them breakfast, I ordered and drove up to pay. The young girl that was by the window DID NOT greet me , she just stood at the window and looked at me with an attitude on her face , I looked at her and waited for her to say " hi how would you like to pay ? "Or atleast tell me my total. She didn't, so I then said " machine", she still didn't say or do anything , I then repeated myself by saying " machine", then she passed the machine for me . I payed and passed it back. She pulled the machine with a bit of hostility. So now I'm irritated because it's clear that this girl has an attitude. She returned with my drinks first and passed them and then asked " do you want straws?" So I replied " obviously" ,because they're all cold drinks. I only said " obviously " , 1 word , to this girl. Then she left and came back with the straws , now a manager who was beside of her , comes to the window and says to me , " oh why don't you try speaking nicer to her next time" . At this point I am not only shocked but I'm upset , because as the manager your job is to train your employees on how to serve with the best attitude. I explained to the manager what my issue was , that th3 young lady was rolling her eyes and not speaking when I drove up and that I had to repeatedly ask for the machine , and then was given the machine with an attitude and then Have it pulled back aggressively. This manager still continues to tell me that the employee didn't give me attitude and did nothing wrong and I should speak nicer to her and not say " obviously". So now I'm angry because you're the manager, and your job is to ensure that your customers are served what they ordered with atleast some level of respect or proper service , and as I'm speaking to the manager, this same girl while standing beside th3 manager proceeds to give me the most disrespectful look, rolls her ey3s and starts whispering to another employee who came up to the window. So I said to the manager " look at her doing th3 exact same thing that I am complaining to you about , right infront of your face and yet you are still telling she did nothing wrong? And she continued to defend the young lady, which at that point I told her that I will be putting in a report on both of them . She said that's fine , and I drove off and...

This morning (April 29th 2024) @ 9:46am, I overheard a conversation through the drive thru window, (intentionally left open window) between staff. The lady that had ordered before me was in high spirits and was extremely polite and thankful to the female staff member running the drive thru window. However; after the customer left and I had driven up to collect my order, the female staffer continued to state (with the window open, and looking directly at me) how “annoying” and “irritating” the upbeat customer was “so early in the morning”. I have previously worked at a Tim Hortons and it’s so sad to see such an attitude towards a customer that merely wished everyone to have a wonderful day. Please train your staff to have the correct attitude while attending the drive thru. If your staff shows up in a sour mood to a morning shift why are they at the window? If she wanted to talk crap about customers, at least teach them to close the window first. Those comments were uncalled for. Stop working morning shifts, if the upbeat morning people get under your skin that easily. And don’t continue a rude conversation ABOUT A CUSTOMER, in the face on another customer.

Update (Oct 18, 2024) Went back once more in a rush before work...Clearly not learning from my last experience...The ladies were super sweet but the listening skills are not the best, they need to start reading the order back to the customers instead of rushing them to the window, or even reapeat the order at the window. Maybe they need new equipment but daaammnnnn.... I orderd a BLT with mayo+bacon and a WHITE hot chocolate+tea bag...i recieved a BLT with Sausage and a regular cocoa hot chocolate. I returned and they graciously swapped everything out, but did not put mayo on the BLT like i had asked for at least 15 times during this entire process..no point in making a 3rd trip to fix another misatake. There was also a hair in my Peacan Banana Bread Muffin..so disappointed...ill risk being late and just go to a different location...

I was really a soar experience that we had at the Tim Hortons today. I was in the drive-thru with my husband in the car and we ordered 2 small coffees one muffin and 2 donuts. One of the donut was birthday cake, and when I opened the donut box I was shocked as I saw a BEE inside the box sitting on the donut. We parked the car and walked inside the restaurant to show it to the staff, and my husband started recording it from the time we started walked from the car to the restaurant. In side the Tim Hortons I asked for the manager who was walking to the cash counter. She open the donut box and was shocked to see the BEE as well, and throw the box in the garbage bin. The manager offered a replacement of the donut which we accepted and received one, but she started objecting on the recording. She seemed not caring about the BEE in the food, but had trouble with recording of the event even the camera was not rolling anymore. It started getting into the argument from her instead of resolving the issue and move forward. She talked about the policy and rules that we argued back with "What about the Customer service policy and providing food to the customers without bugs and insects" one of the worker came forward and started staring at us and when my husband asked for the reason of his this kind of behavior the manager said," you can't talk to my team". We object then why he's staring at us. It seemed like she did not care about the customer's satisfaction but her own personal ego. We did not want to stretch it anymore and left from there. It was a worst...