Tim Hortons — Restaurant in St. Catharines

This is my primary location, and they're normally fantastic, but today, I was really disappointed by their service. I got to the store to pick up my mobile order, which consisted of two drinks, some tim bits, two cookies and two breakfast wraps. When I arrived, I was barely greeted by the young lady at the counter as she handed me most of my mobile order, then walked away from the counter. I wasn't given a tray for my drinks or a straw for my Iced Capp, and had to ask for both. I also waited over five minutes for my wraps. The girl who had been serving me really seemed uninterested in the fact that I was still waiting, too busy complaining to a coworker that she had an hour and a half of her shift left. She really didn't seem like she wanted to be there. It wasn't until the Manager, Kelly, came over to ask if I had been helped. I told her I was waiting on the wraps, at which point the other lady who was at the Sandwich station piped up that they had been sitting on the counter this entire time, and that no one had mentioned that the person for the mobile order was here.

This is usually a fantastic team, whom I had the privilege of working with for a short time. They're usually super friendly, and know me as as regular. But today, I really feel like the young woman who was helping me really let me down. This isn't the first time I've seen her either, and every time my family members and I have interacted with her in the past, we've also sensed the "I don't want to be...

Being an employee here, we certainly do our best to ensure that orders are promptly taken care of, or replaced if there is any mistakes. It's difficult though when some customers do not even know how to order things properly (e.g. saying and confirming with them multiple times that they want an 'iced coffee', but in reality, they want an iced cappuccino, two totally different drinks).

Regarding all of the comments about the 2nd lane, the reason why it is not always open is because the lane is usually only open when there is enough staff to work both lanes, typically 8 am-ish until about 11-1 pm. Going forward, however, the drive-thru lanes will be getting renovated, and we will be becoming a merging 2-lane drive-thru similar to the 4th Avenue and Bunting / Carlton locations.

Edit: I read through some reviews from a month ago, and a couple people are referring to a "second window". The location now only has one merging drive-thru now, two lanes into one, and one pickup window. The old second lane, where you could cash out on the passenger side, is now a delivery lane, and is no longer in use. The second lane, like the previous separate second lane we used to have, is only opened if we have the staff to open it.

When it does get crazy busy, we do run out of products pretty quickly, but we do our due diligence to ensure that they...

This Tim Hortons is a joke. It must be their training location. The last time I went through there 2 weeks ago, I asked for a medium double double with a shot of espresso. They gave me a steeped tea with a shot of espresso. When I called to let them know, she said I can come back and get what I ordered. No apology,. No offer for a free coffee for the inconvenience, the time or gas. CRAZY, Is what is what I went through right now. Was happy to pull-up and see the drive-through was empty on both sides. Ordered my coffee and paid for it. Sat at the window over a minute and a half with my coffee made sitting there 2 inches from the window. I finally put my hand out of the window, palm up, as if to say ' what's up??'' The window was opened by an older, blonde, disgruntled looking employee who said in my face, leaning over top of my coffee sitting there, 'WHAT ARE YOU LOOKING SO UPSET ABOUT??' 'My coffee that had been sitting there the last 2 minutes, that I have paid for that nobody passed me!' She told me to 'Calm down and relax' as if she shouldn't have taken her own advice and handed me the coffee. Saying 'JESUS CHRIST'' out the window as I drove off. Unreal. I would call head office but it is pointless and takes too much time for what it's worth. AVOID THIS LOCATION. SLOW. RUDE....