Tim Hortons — Restaurant in Surrey

If I could put Zero Stars I would.

I have noticed a massive decline in Customer Service at many surrounding Tim Hortons locations, especially over the last few years, however this particular one takes the cake. BRUTAL!!!

You used to be able to walk into any Tim Hortons and find nice, respectful, attentive employees, and almost always filled with youth! Tim Hortons was a great place for first employment and the kids were trained Impeccably in providing the best customer service.

That is Ancient History!!

At almost all locations I go to, but especially this one, I find women standing around yapping, ignoring the counter, moving as slow as molasses, literally NO SENSE OF URGENCY.

If you go through the drive-through you might receive quick service but if you are a walk-in customer at the counter do you wanna stand there for several minutes before you are even remotely acknowledged. Now, I had previously worked in customer service for 15 years, so of course I understand that when it’s very busy it can be difficult to see every customer promptly,

HOWEVER,

It takes 2 seconds to make eye contact and say, “Hello, I will be with you shortly.” BASIC customer service skills. My young children know how to do this.

Today, I came in and ordered 2 Sausage and Cheese English Muffins with no egg and extra cheese on both. She didn’t ask if I had a rewards card, and I had pulled it from my wallet while my debit payment was processing.

She simply told me, “No you can’t use it for this order you have to give it to me before you pay.”

I understand that, but Considering that it’s her JOB maybe they should ask for it? Just a thought LOL. I’m sure that she could have scanned it somehow.

Anyways, I get my order and go out to my car, look inside and neither of the muffins have extra cheese. Go back inside and she tells me that there is only one piece because it doesn’t come with cheese to begin with, so apparently Extra Cheese means 1 .

I’m looking at the damn picture of the sandwiches I ordered (#2 on the menu) and what do you know! They have Cheese!

Obviously if I ask for something with extra cheese I’m expecting that it already has cheese on it.

Her explanation of this was that because I’m ordering it Without egg, that I would be paying too much money if she punched it in the way I ordered it.....so she changed what I ordered to save me money. UMmmm WTF.......

Lady, it is NOT your job to change someone’s order to save them money. In fact it IS your job to up-sell. I don’t care if I pay an extra 2 dollars I just want what I asked for. And SO RUDE!!

These women have no clue how to converse with customers in an appropriate way, and clearly whoever trained them has no clue either.

I don’t know if there is a manager but they need some serious help in this place. If there is a manager he/she needs to be replaced with someone who actually has SUCCESSFUL experience in Customer Service/Hospitality.

This was my last time coming to this location. I will gladly drive the extra 10 mins to go to another location with poorly trained employees because no matter how bad it is it would be IMPOSSIBLE to be worse than this one.

Manager...

I was there this morning at 6am this place was a ghost town, as Pulled up to the window the women on the intercom asked "what do you want" I replied, Just a second while I look at the menu please(as i am NOT from Canada and we have no Tim Horton's where I live) 3 seconds she asks me again "what do you want" this time I said , wow Just a second! I dont know yet, I was ordering for 4 people.

So finally i say, I am ready to order, and go on with my 6 breakfast sandwiches, sausage and cheese on a biscuit, 4 hash browns, 2 medium double double, one medium with 3 cream and 3 splenda , a medium OJ and a box of timbits, to which she replies, hold on your going TOO fast. I said sure no problem do you need me to repeat it?, she barks NO, she says pull ahead...so I do, and pay, then 3 people at the window, 2 people are handing the girl who took my payment my order who then proceeds to practically throw my food at me all at once. I said hold on so I can set this tray on the floorboard, she says "here, take it!!" I say just a flipping minute...I set down the tray off coffees and OJ on the floorboard so it doesn't spill, and she sticks my bag of food in my window, I grab it, and she slams the window closed.

Now I understand if its busy they may feel a bit pressured, BUT there was NO ONE BEHIND ME! so I say excuse me? she looks at me thru the window, and then walks away...at this point I am livid, but decide you know what i am not gonna let it ruin my visit, so i take home breakfast to my family, the biscuits were wrong, no eggs was ordered, the one coffee was black, they forgot the timbits all together...this has got to be the worst Tim Hortons in BC, I understand if you hate your job, but dang if its so bad that you are this angry about it and RUDE, finish school and get a better job!! OR take some pride in your work, and get it right, its fast food for gods sake not...

Very poor customer service. I used my offer for a Bagel Belt and muffin. At first. she didn't even know what a Bagel Belt was. Then when she called a coworker over, I was informed that it wasn't breakfast time so I could not use my offer. Meanwhile, my offer had already been activated so I asked how it could go back into my app so I could use it another time. Of course, neither of them had a clue how to do that. I didn't understand why the Bagel Belt wouldn't be available in the evening and, once again, neither of them could clearly tell me. Why employ staff that have such poor communication skills???? Anyway, I finally turned off my app and ordered the chicken parmesan pizza. It took a very long time to receive it and when I finally did, it was not cut through so when I tried to pick up a piece, the whole pizza came out of the box. When I took it back up to ask her to cut it all the way through so I could actually eat it in pieces, once again, she appeared not to have clue what I was asking. VERY frustrating service, and since its proximity is so close to the USA international boundary, I am embarrassed that tourists would receive this kind of service from a Canadian icon like Tim Hortons. My brother in law asked for the manager's name because he also had to wait forever for his Iced Capp so HARPREET KAUR, please employ more qualified staff to work the front counter. I kept saying to my sister and son "...they are not performing a difficult job" however, these girls made their job appear far more difficult in the short time I was there. Shame on you, TIM HORTONS, DO...