Tim Hortons — Restaurant in Surrey

I’ve gone to this Tim Hortons location every day for about a year now. There had been incidents of my drink being wrong, my order being given to other customers or delay in service but it was always something I could overlook because the staff was just so sweet. I left to travel for a month, came back, and the energy amongst the staff was palpably different. Staff, especially Janice and the manager, have become very hostile.

My husband and BIL typically use survey codes that appeared at the end of our receipts in order to receive discounts on iced coffee, while my order usually includes items not valid for discounts. In our surveys we consistently praised and appreciated the service we received.

As we’ve been gone for a while, we had old survey codes that we were told we could redeem at the store as long as we still filled out the survey. This morning however, we were yelled at by the manager for attempting to use them, asked where we even got them (Answer: from the location we were trying to redeem them), and yelled at that we could no longer use them in store. The cherry on top was that two of our three coffees were made incorrectly. (Including giving cream to my BIL who is lactose intolerant)

I worked in food service, I understand that policies can change. I cannot understand being told that we were okay to use the survey codes one day and then publicly berated the next. As long time customers and someone who has greatly appreciated how friendly the staff was, I would have appreciated a civil...

Today was my breaking point with this location. I work at the mall and go to Tim Hortons often. Half the time, I have to go back to have my order corrected or wait longer than I should because my order was given to someone else.

Today I ordered a "Perfect Pairing" combo and noticed the employee give an order that sounded like mine to another customer. Thinking this person ordered the same thing as me, I didn't say anything right away. The employee then tells me that they have run out of the Mexican Chipotle soup I ordered and asked if they could give me Chicken Noodle instead? I agree. Upon receiving my order, I notice the sandwich isn't in the bag. I ask where my sandwich is and the employee says what sandwich? They eventually figure out the order WAS given to another woman. The employee finds the woman and tells her to give the sandwich back. The employee then re-wraps the sandwich and tries convincing me that she's giving me a new sandwich that has been with someone else for at least 10 minutes.

I could see exactly what was happening and could see it wasn't a new one. The part that was most astonishing was the supervisor was right there telling her what to do. I told the employee I saw what they did, and they finally agreed to make me a new one.

As an employee on break, I was very annoyed and frustrated with the lack of service I received from this location. I won't ever be returning to this location...

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In essence, the convergence of an expanded vegetarian menu and an intuitive display system has the potential to elevate the overall dining experience, striking a harmonious balance between culinary diversity and...