Tim Hortons — Restaurant in Surrey

I went here a couple of times, the food is good, but the ambience is very boring and the staff is not friendly at all. They have a weird kind of sadness on their faces.

Reply to the "Response from the owner": Thank you for your response. I can give you a comparison between two outlets of Tim Hortons, one yours and other one at "12467 88 Avenue Surrey, BC V3W 1P8". when I went inside the Tim Hortons to order, firstly, no one came to take order for at least for 5 -7 minutes, despite the fact that I was in the front of the queue, This may be because of the short staffing, so I won't make a big fuss about it, but when the girl came to take my order, she was not even speaking properly (not in terms of English, I mean that she wasn't even interested in talking, as if she is doing the job forcefully). after few days, because I didn't want to go inside the Tim Hortons now, but I liked the food, hence this time I went in the drive thru and kind of similar experience I had with your team in drive thru. They were rude this time, when I was placing the order, after me giving half of my order, the first person who took my order, left without saying anything, and then another guy came in and asked me to repeat my complete order. Then I went to pay and collect my order, there I was asked to pay and I collected my order, here as well, the person who came to deliver my order was looking very frustrated at his job, he had no smile, and he was sounding very dull and not interested in talking. Now let me share my experience at the other outlet. I went to the drive thru there as well, she welcomed me and my family and even though she didn't have what I wanted, still she went an extra mile and helped me with alternate options and finally went happy with my order and she had a great smile on her face. I personnally feel that whatever you do, do it with passion. doesn't matter for how long you are doing it, do it for a day, but do it with passion, not just for the heck of it. Two places, same brand, different...

Terrible experience and terrible customer service and support , came around 7-8 pm in the evening. I used the drive through to order a simple broccoli soup. I order then proceed to next window for payment. I paid my amount due and I was given 2 steep teas. I kindly mentioned that these are the wrong items and that I ordered soup but was immediately cut off and told “no you did not I heard what you said, you asked for 2 steep teas” I then again mentioned No I don’t know what steep tea is I wanted Soup. At this moment for some reason the girl at the window was visually getting frustrated. So her “Supervisor Mandeep or Manpreet” stepped in. I once again explained the situation to her and told her that I paid for items I did not request and would like a soup which was what I originally ordered. She was also for some reason was upset because she began to argue with me. Telling me that she also heard was I said and that I was wrong. It went back and forth to the point that I started getting frustrated. This had a simple resolution. She could fix me my soup and charge me the difference but for some reason she did not want to be wrong. She on countless times raised her voice at me and consistently told me I was wrong. All I wanted was my soup. After holding up the drive thru for more than five minutes with the bickering back and forth I realized that this is getting no where. I asked for my refund and proceeded to leave. Moral of the story Mandeep or Manpreet does not know how to operate her role as supervisor when she does not understand basic communication and customer service skills. I’m a pretty logical guy and I can tell that she was probably having a bad day. But to take out all your anger and frustration on your customers is unacceptable. I want disciplinary action taken...

I feel like this one used to be better. Maybe it was just an off day. I came in around 11am. I had to use the washroom VERY badly, so I asked for the key. The girl looked at me and my cane and told me it would be a minute. She went into the kitchen. A minute later another girl saw me and asked if I had been helped. Right at that moment the first one that went into the kitchen came out. I said "yes, I told her I needed the washroom, she told me to wait a minute. " both of them then turned abs walked away. Granted the first one had brought stuff out of the kitchen so she had things in her hands. I waited for about two more minutes before I blurted out the most embarrassing thing I have ever said "look! I'm a handicapped person who REALLY needs to go to the washroom before I pee my pants!". Well I sure did get looks, the first girl sauntered over grabbed a key, found it was the wrong one... or it back then got the right one. I'm guessing it's store policy that customers can't use the key so I had to wait for her to unlock the restroom. I came out and ordered a Boston cream doughnut AND a streak and egg biscuit meal with a medium double double coffee. Rather than charging me for the meal and doughnut he replaced the hash brown WITH the doughnut... but I only found that out when I didn't get my hash brown. I actualy wanted the doughnut for my 6 year old for after school... but seeing as I hadn't eaten since 5pm the night before AND didn't get my hash brown I ate the doughnut that would have been for my child. Then the sin of all sins, the coffee was luke warm. Again...I have had good service like 5 years ago... so I'm going to still keep with the hope that today's bad experience...