Tim Hortons — Restaurant in St. Thomas

Thanks. Madelaine you are a bright and shining star to us,and you're just starting out - dispite saying no I am not the manager and couldn't ever become one I think you have the right stuff! We were at Tim's on elm street in St Thomas near sunset road at 2 pm today ordered 2 bacon English muffins and 1 sausage English muffin. 4 coffees and a hot chocolate. Got to Port Stanley (15 minutes away) to eat only to find out none of them had egg in them. We were working all afternoon till 7:30 pm . So we ate them - we were hungry!. So when I got back to town stopped to complain about this. The manager said if I wanted them to fix the mistake I should have brought them back??!! My friend did have a pic of the English Muffins on her phone so I told her that but she wasn't really interested in seeing the pic. Asked what I thought she should do about it I said I would like 3 of the same - thought I was just getting a gift card in lieu but she wasn't seemingly to eager about my request so a young trainee named Madelaine sort of offered/ asked to make the new ones midst the conversation to fix the error as she clearly understands customer service, and didn't give me the yeah right attitude about no egg. Then when prepping the eggers there wasn't enough egg stuff out . Madelaine asked what I wanted to do and said it would be about 5 minutes to cook. The manager and Madelaine had some disscuson which was not in my favour of getting a third egger - Madelaine said she didn't mind to get what ever was needed and that I was willing to wait.( I ordered 2 coffees while I waited. By this time I admit I was dug in for the long run especially since the manager was clearly annoyed that I didn't just go away mad.). Thanks again Madelaine for making my end of day a little bit better.😊. Your manager really needs to remember that the best customer service is doing what ever you need to make a happy customer. I think I will use another Tim's in town. This place is always having line holly ups. Oh did I mention the long line up and the computer crashed/ blinked. And they weren't there sure why mind you they got it back quickly. The wait can be a bit long and the second lane always has a reason...

Way too many bad experiences at this place. I ordered online and it said they would place my order or the pick up counter when it was ready. After I arrived it wasn't on the counter so I waited assuming it just wasn't ready yet. After waiting for half an hour I finally asked about my order. They had already prepared it but just didn't place it on the counter and by the time I finally got it my food was cold. Another time I wanted to use a gift card to pay but the worker told me I couldn't because I was two cents short. I offered give him a nickel to cover the rest but he said he couldn't do that because obviously you dont have to pay cash for two cents anymore since it's supposed to just round down so I had to pay entirely in cash because I was missing two cents. Another time I went in there one of the employees was losing his mind screaming at other employees while there was a full line of people waiting to be served. Another time I went there and ordered two donuts, nothing else, but they still managed to give me two donuts I didn't order. The next day I go in there again and order the same thing and the same girl that messed up by order the day before messed it up again. I understand mistakes happen but the same person making the same mistake two days in a row is a bit ridiculous. Lastly, I wanted to order a dozen specific donuts but the girl taking my order said that if I wanted 12 donuts I would have to get assorted ones instead of picking the ones I wanted because it was too much work entering in all the specific donuts rather than just putting in 12 assorted ones. The only good thing about this place is SOME of the employees are very nice,...

Went through drive through, and was greeted with "what can I get for you"

When I gave my order I noticed the person inputted my order incorrectly. I said I'm sorry the coffee is.... and they went silent and really snarky said what I repeated back, I shook my head and said yes that's correct thank you.

Arriving at the window, I was passed my donut and then the coffee, which wasn't double cupped I asked for 2nd cup, she said I have to ask for it and it'll cost 10 cents. I said I'm sorry but I asked for it at the speaker and it showed on the screen. I was offered a sleeve and I said no thank you I'd like the cup i asked for (needed it for health reasons) before I was given the cup she proceeded to tell me here's the receipt - you didn't ask for it. I said thank you but I'd just like the cup and she stuck the debit machine out the window. When I was finally able to drink my coffee, it was wrong, definitley not hot (warm), & definitely missing the sugar I corrected her on. Didn't catch her name she but the time I came through was approx 9:30am. She wore glasses

Not looking for anything other than, maybe reminding staff that in customer service, they shouldnt be rude like that, & if they can't handle dealing with customers, maybe that type of job...