Tim Hortons — Restaurant in Surrey

12169 72 Avenue Surrey V3W 2M1 From the last three days i taking coffees from here i am paying way more money for my coffee as an special customize order

Day 1- 5/May/2025 Early morning around 5:50 I ordered from Drive thru a bagel and my customized coffee so my coffee always costs me 3$ & 45cent the girl name kanisha or Tanisha i was at the window waiting for my order and she didn’t gave me my order and was giving priority for taking orders first

Firstly i said can you scan my card she did i gave here cash then i said hey give me my coffee i am running late for work she didn’t gave me my coffee and said to me you’re late thats not my problem you paid me cash i have to process the transaction first then again i said give me my coffee and said her to shut up for what ever reason you are giving me i am running late for my job in reply she said you shut up ass hole i drove down in the parking came in asked her name and today i writing this the was not up to mark the bagel was cold as she wasted time in arguing which is not a professional manner of customer service.

I Owe a 75K Vehicle will steal your coffee o common even i am paying extra money for customization still your not making my coffee as per the description.

Day 2 - 6/May/2025 Same early morning 5:30 went to drive thru again and I Order my Customize coffee which is LARGE 1/2 DD Coffee and 1/2 French Vanilla what he responded ok so you want half coffee and half french vanilla i said to him by correcting my order again i said its 1/2 DD Coffee which comes with 2 cream & 2 sugar and 1/2 French Vanilla In very arrogant manner he said so want coffee with half french vanilla and coffee with 2 cream & 2 sugar I paid again 3$&45cents and scanned my card and drove to my work the first sip i took while driving he gave me totally large french vanilla i was so paranoid wanted to give him shit ruined my entire day.

Day 3- May/08/2025 I came on to this store in a line up along with my around 10:05 probably girl name R took my order as usual again i order 1 Iced Coffee and medium customized coffee for my self 1/2 DD Coffee and 1/2 French Vanilla and everything bagel i heard the message she conveyed to his coworker was 1 medium half french half coffee now we got our order and we left from the store again the customize coffee i got was worst it was just a black coffee which i am gonna take it back and give to on duty floor supervisor i am so mad with there employee do they forgot there training or did they are making coffee on there own way even if person paying too much still they don’t care about the order.

I think they should change these employee who can’t handle peoples...

Simply my experience, nothing less nothing more so the truth! 18 Feb 2025 As I was ordering my food via Tim Hortons app, I was unable to find my offers! (They changed it again on app and I was not informed as usual!!!) So I asked for help, and received help from the team member named Sakshan, who was tall much taller so I took noticed! He had a name tag but not legible to read. He understood my dilemma in not able to find the offers on my usual place on app which on the top. (easy to find) These Tim Hortons offers are in my opinion does help anyone who is like me, trying manage my finances within my income.

Sakshan- Tall Team Member (TTM) immediately took his time to show me where in the app TH has hidden the offers! perhaps they do not want the offers to be readily noticeable on the app ( I am thinking out loud here, just me not them)

Now I am getting the reasonable offer which included A large DD, Sausage Egg on English Muffin and hash brown.

Found the suitable table with a window view I enjoyed my breakfast but still hungry, little did I noticed my HB was missing!

I go back to counter, now ordering more food, because I was simply hungry. This time it was Alice with a Name badge and I try to put through another offer but it did not work. I did not know why neither did Alice.

Now Manager Synthia gets involved and informs me that Alice is actually a Trainee on Training, I did not know. Now they are trying to solve the problem why the offer not work. A descriptive name tag with Trainee would have helped any customer readily informing them the team member is a trainee.

The manager could not solve, my good team member TTM comes to the rescue but still he could not help neither. I noticed some thing pleased me, now his Name Tag is readable (*) I also enlightened on my missing HB (my brain is slow but eventually gets it I was missing a HB) so I paid the regular price and get my food because I was hungry, now with my missing HB. No one apologized for making me miss my kind of stale hardened over time HB but that is ok.

Now as I was finishing my food, I went back to counter to get these names right, and it was given to me by TTM.

I ask for the store managers info but it was not their protocol to give that info alternative is to give my name + number for manager to contact me, which I did.

Great Customer service by TTM, I can already tell he is going places and would have an excellent courier within or outside TH. Team members such as him is truly Canadian.

For our Great Nation of Canada, lets us have more TTM and lead by example and our country citizens and big corporations could work in harmony and reap mutual...

BEEN OVER A MONTH AND NO ONE HAS CONTACTED ME OR REFUNDED ME THE BILL AMOUNT. WORST STORE EVER!!!!!!!

Most cheaply managed outlet. Poor customer service. Poor staff. Cheap outlet. I ordered the Buffalo ranch chicken wrap, veggie cilantro wrap and potato wedges. The cashier took the money for it. After waiting for 15 minutes, we were told by a very rude employee who was preparing our order that Tim Hortons has discontinued the Buffalo ranch wrap. I asked him why were we not informed about this at the cashier ? And why is the Buffalo ranch wrap still showing on the Tim Hortons menu ? The rude employee said - “ITS NOT A BIG DEAL. OK ? RELAX! GET SOMETHING ELSE! “ I was damn pissed. He didn’t even apologize which could have made things better. Instead gave me a nasty attitude. And then I asked for habanero chicken wrap. Then waited again 10 minutes. I told the manager before leaving that this outlet is poorly managed with rude staff. Tim Hortons has hired poorly trained staff and the service has gone down tremendously. In early years Tim Hortons used to be so good with great service. Now Tim Hortons wants cheap staff and delivering cheap services to its customers. NEVER GOING BACK TO TIM HORTONS!!!

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PHASE 2 :-

I got the order and left. One of the wraps had “C” written on it and the other wrap did not have anything written on it which made it obvious that the blank one is the veggie wrap and the one with “C” written on it is chicken wrap. I opened and started eating the veggie wrap with nothing written on it. I took couple bites and realized something was off. And then to my shock I saw chicken pieces in it. I am a pure vegetarian plus I am pregnant. This has caused so much mental and emotional distress to me that I can’t explain in words. I went back to that Tim Hortons and the same manager was available. Her name is Shally. I told her what happened and asked for the complaint form. She didn’t have any. I asked for the corporate office information so I could complain. She provided me the supervisors card and took my details. And mentioned the supervisor will contact me soon. I asked for the employee’s name who prepared my wrap and she refused to give it to me. Not that I was looking for a refund but I wasn’t even offered any refund. Just - WE ARE SORRY. Horrible experience. I have been feeling sick after eating that wrap. Being a vegetarian plus being pregnant and going through this trauma. Someone who has never ate non vegetarian food in their life, you can imagine how it feels. I am grossed. A BIG NO TO TIM HORTONS!!!!!!!

HORRIBLE...