Tim Hortons — Restaurant in Surrey

I went to 152 and hwy 10 location in Surrey BC and ordered ice coffee and ice cap, it was 10:47 pm Sunday September 29th. The lady that was taking my order I think she was a Filipino lady and after she took my order which I gave my order twice, she yelled at me and said “ OKAY DRIVE “ and I told her that it was very rude. I asked her that I want to talk to the manager and she yelled again in rude way and said OKAY. When I went to the window there was no manager and then I told her she was rude and she kept talking back and arguing with me. I asked for her name she didn’t give it to me and at the end she refused to serve me. I didn’t yell at her or neither I was rude to her. Also on the shift there was East Indian lady with her who also refused to serve me and give me details of who the other lady was. I said I need a name to file a complaint and she refused. It was the worst experience ever at a tim hortons . They should be written up or fired . Very unacceptable behaviour. ZERO customer service and rude. Pathetic. I have also noticed that in previous reviews it’s the same issue of rudeness and night shift drive through.. the owner keeps apologizing but nothing happens to these rude people . Very bad for Tim hortons reputations. They don’t know how to serve customers and they will ruin the name of Tim hortons. I also had my son with me and it was very disturbing for him as well. This lady should be FIRED….. please do something about these night shift ladies or you will loose a lot of customers …. I want an action taken towards this rude lady or I will be contacting the corporate office and speak to the district manager to solve this issue if the location owner fails to resolve this. I have also submitted a form in about this situation to Tim hortons guest services . Please contact me via email and I want a result as it also included my son being really upset about this experience. Also she was recording me at the time when she was suppose to serve me and apologize for her behaviour, she chose to record me with her phone. I want to ask are Tim hortons employees allowed to be on their phone while dealing or serving customers ????? If the customer is irate or threatens the employee I can understand her being on her phone and recording but that wasn’t the case so she should be written up for that and like I said I want to know what the owner is doing about...

I’ve been visiting this location for a few months. The service has always been sloppy ,my orders have been messed up a couple of times, but I let it slide, thinking it happens.

On Aug 16, I checked their website before visiting. The dinner deal ($8.99 for wrap + drink + side) was clearly listed as valid until Aug 17. On their app, I saw a soup combo for $5.99 (large soup + four cheese twist for additional $0.49).

When I went in, I asked the employee if the dinner deal was available, and she said yes. I ordered the dinner deal and the soup combo. Somehow, the total came to $24. No receipt was given until I asked. On checking, I saw:

She had charged me for the drink and side in addition to the $8.99 deal price.

She also charged $2.50 extra for the four cheese twist instead of $0.49.

When I clarified, she made excuses:

“My manager said the deal is no longer available.” → But the website said otherwise, she initially confirmed it herself, and she never checked with her manager before charging me. A blatant lie.

“I couldn’t find the option to add the cheese twist for $0.49 in the system, so I charged separately.” → If the app and website show the option, in-store staff should be able to process it too.

When I told her it wasn’t right, she dismissively said: “If you want a refund, I can give you a refund.” As if she was doing me a favor, and as if I was there with the motive of a refund, instead of correcting her mistake herself. No manager came forward to resolve the issue or apologize.

Overall, the staff came across as condescending, careless, and self-entitled. This place has no sense of what customer service is supposed to be....

I live near this tim hotons. They just never take your order properly So I just stopped going there. So from last 2 3 months They hired a lady who don’t know how to talk to the customer. She always yell at the mic and she always spoil the mood in the morning and she Never takes order properly. I ordered every time a large vanilla iced coffee with less ice and less sugar and espresso form on the top on the side. I just order a chicken wrap, slow cook with no lettuce. It was so simple to understand it and she every time make it wrong sometime she had extra sugar in the coffee, and sometimes she never add espresso form on the top and sometime she had lettuce and instead of slow cooked chicken, she had fried chicken in it Because she never heard the customer properly and she always yell at the mic. I don’t know like how the Management works there they should put someone who can understand and speak properly Today I am so disappointed because when I just giving her order and I just telling her like Please make it properly and I was nice with her And she Mimic me on mic and I can hear it properly. That was so rude and inappropriate first of all is all your fault and then you are making fun of Customers, I just letting them Know to put someone who can talk properly and take out properly Because after like spending 20 $30 over there, you didn’t get your order properly and when you just go and complain them and they just gonna say you never say it. So when you wanna Talk to their manager. They be like she’s not here and I just tired of it and I just stopped going there and I go to the 64...