Tim Hortons — Restaurant in Surrey

If a business or employee intentionally or unintentionally goofs up, but later acts responsibly and admits this and apologises that is the end of the matter. However if they make a direct lie and then lie again by denying the lie, you know you are dealing with some pretty dishonest people. Walk into this Tim Hortons in the early evening. Order a chill drink. Told they are sold out. Sounded really odd to me. So I asked again in a playful manner “Are you telling me Tim Hortons has totally sold out of strawberry chill?” The employee responded that it had been a hot day and many people had come in to buy them. Not having the desire or patience to deal with such nonsense I simply left. Waiting across the street for me was my partner and friend. They felt there was no excuse for such treatment and what I had been told was ridiculous. I had been prepared to move on, but both were angry that I had been treated in that manner. Both crossed the street, entered the business, and in less than two minutes reappeared, each with the exact same order I had place in their hands. I went back into the store, evidence in hand, told the employee I did not appreciate being lied to and asked to speak to the owner. She said she was the manager (don’t know if that was a lie or how she thought a lying manager was not as bad as a lying employee). She denied lying to me a few minutes previously, stating that she had run out of the drink and had to make some more. This could well have been true, but that is not what she had told me. If that was the case she could have simply told me I had to wait a while so she could make it. What happened was that she had no interest in fulfilling my order and twice told me it was not available. She had just basically refused to serve me for absolutely no reason (or at least any reason that would make sense). Another lie in effect to cover up her earlier lie that the drink was not available. I am at a loss to understand why the employee would treat a customer in such a manner. Was it because my partner was the same race as the employee and I was not? Racism at play? Probably not, but such inexplicable behaviour makes one come up with any possibility. Was she just bored and having fun at my expense? Did she for whatever reason decide she could not be bothered serving a customer when I walked in? Just lazy? I have no idea. What I do know is: 1. I was refused service when I made a simple polite request for a drink. 2. I was lied to twice. Being treated in a stupid manner is one thing but outright lying to my face raises big concerns about dishonesty. If she was the manager as claimed, she would have control over others, access to keys to the premises and money taken in. She is also quite capable of lying repeatedly. If I was her employer I would have some very serious concerns. At the very least she was not doing the job she was being paid by the employer to do. 3. Being discriminated against. 4. Being shown total disrespect. 5. Being treated as if I was an idiot. All this for absolutely no reason. Just an average customer placing an order. Is this the way the owner wants his employees to treat customers? Is this acceptable in the owner’s eyes? Is this the experience the Tim Hortons organisation wants customers to have at one of its franchise operations (assuming this is a franchise). Is this the way for a regular customer for more than 20 years to be treated? (This specific employee and I have not had prior interactions as far as I am aware). Was she simply a liar and dishonest or just made a stupid, weird, out of character mistake? We have all done stupid things at work and later feel ashamed or embarrassed by it. But if this was just an example of this, please show some maturity, openly admit what happened, and give a genuine apology. Lying, trying to cover up the lie, and being dishonest about something to avoid consequences just makes everything a lot worse and greatly increases the impact of what had been done. Note: Posting previously listed wrongly as...

Die hard Tim's coffee drinker here. I have been a customer of yours for 25 years and have been to locations all across Canada. Previously, your Vedder road location in Chilliwack held the title for worst service/longest wait. Well, the situation there pails in comparison to what you will find here in White Rock. Given that I am a very loyal customer, I make an attempt every day to buy my simple coffee order here, both on my way to and on my way home from work. 9 times out of 10, I end up walking out disgruntled and empty handed to go to McDonald's to get my coffee instead. This location is a popular spot, so part of the problem is the high traffic. But even when the line looks reasonable, the wait times are totally unacceptable. The staff are rude and make you feel invisible, when a simple acknowledgement would go a long way. This is not an isolated incident. As i said, i try to buy coffee here literally every day, hoping to luck out and score my drink in under 15 minutes. There is only one young fellow with proper hustle and manners who always greats you with a smile and is clearly making an effort to serve customers quickly and with a great attitude. The rest...should all be fired. Whoever manages this place is an absolute failure and should be the first to go. I have never taken the time to write an online review before but the service at this location is deplorable and does a major disservice to the brand. I would rather face a line to the door at mcdonalds, which will still land me a coffee much faster than one with 2 customers ahead of me at Tims. Maybe you should borrow their trainer for an afternoon and whip your staff into shape. Or perhaps hire a couple extra people. I watch other frustrated customers walk out while waiting ALL THE TIME. In addition, good luck trying to buy a donut after 4pm, cause from then till close, the whole front display is almost always empty. Get your $#!+ together guys, and stop letting money walk out the door cause youre too cheap to staff this place...

This is the worst Tim Horton's experience I've had.

I was in there around 6:30 tonight (a Saturday) with my mom. We ordered a wrap for myself and a sandwich for her. It was really slow when we were there, so there was only one guy making our food. We watch him make our food for a good 15 minutes, and he was taking his SWEET time. He put my food on the grill first and waited for it to be done before he started my mom's, which meant by the time hers was finally done, mine wasn't even hot anymore. I would have eaten it anyways, but when i opened the packaging it was in, the wrap was a mess! It was torn and shredded, and burnt (but not hot), and it looked like he just shoved it in there and packed it with no care whatsoever. I had to go ask them to re-make it, and all i got was a half-assed "sorry" in return. Not to mention they forgot who they were making the new one for, and tried to give it to a couple of guys waiting (a very long time as well) for their own food.

My mom's lettuce in her sandwich was wilted and she had to pick a bunch of it out. We also witnessed a lady waiting for her food for 10 minutes just to be told they were out of what she had ordered. When she replied "why couldn't you have told me this 10 minutes ago" their exact response was "sorry, bro".

This experience won't stop me from going to Tim Horton's, but it will stop me from returning to this location. My mom thought the staff was new and in training, which would be understanding of course, but it really seemed like they just...