Tim Hortons — Restaurant in Toronto

I had a jaw dropping horrible experience at this location today. The drive through was empty, but I decided to go in to pick out some items to add to a buffet table. There was no one in line and it took a really long time for any of the 6-8 people working to even acknowledge me. At least 3 ladies were standing on the side and chatting. There seemed to be only one teenager girl actually moving around and working. She realized I has been waiting for a while and said she would be right with me. She extremely polite and was helping me put together some items. I paid and she was packing up the items. Then an adult female working there rudely started to scold her for using 2 boxes instead of 1 box for the 12 items. Then started scolding her because she had accidentally give me an item that may not have been included in the price range. The lady then pulled back the boxes of items I had already paid for and rudely told me that she had to refund my order and charge me again. I was shocked by how rude she was being to the teenage girl and myself I started to question why she was making such a big deal about this and was now going to be wasting even more of my time. Then she said she would call the manager to explain. She tells the manager I wanted a refund which I never even ask for. Then the manager says he needed to take back the items and refund me. At this point I realize I am dealing with extremely clueless people who have no common sense or customer service skills. These were absolutely rude and ignorant people trying to act important by being mean to a teenage employee who conveyed more common sense and professionalism then these 2 adults when dealing with a customer. They then refunded my order and when I asked about my coffee. I was told it was in the back, they already made it, would bring it and would not refund it. Meanwhile the manager and adult female employee thought it was more important to waste my time trying to prove a point then to serve the now 8-10 customers behind me. If who ever runs this place notices you have a high turn over of staff it is because you have a manager who is encouraging bad customer service, mistreatment of young employees and has no common sense. This was like a Saturday Night Live skit. Next time I am just going to go to...

To Whom It May Concern,

I am writing to file a formal complaint about a deeply upsetting and unprofessional experience I had at one of your Tim Hortons locations.

When I walked in, I was simply trying to decide what to order. Before I could even finish making up my mind, the staff member behind the glass suddenly told me to come to the front. As I moved forward, she immediately began yelling at me. She raised her voice, cursed at me, and aggressively claimed that people were waiting in line—when in fact, there was no one behind me at that time. Only about three minutes later did someone finally walk in, but by then, the situation had already escalated.

Instead of calmly helping me place an order, she refused to take my order, slammed the glass window in my face, and told me she would call the police if I didn’t leave the line. I was completely shocked. When I asked her why she was treating me that way, she finally admitted it was because I was “taking too long.” If that was the issue, she could have just said that from the start instead of lying and blaming it on a non-existent lineup.

I was treated with blatant disrespect, lied to, yelled at, and publicly humiliated-all while trying to order a coffee and food. She refused to serve me, falsely threatened to call the police, and created an incredibly hostile environment. This was hands-down the worst experience I have ever had at a Tim Hortons. I left feeling degraded, angry, and honestly, unsafe.

I need someone from corporate or upper management to follow up with me regarding this incident. I also need to know what steps will be taken to address this staff member’s behavior and prevent this from happening to other customers.

Please treat this...

I advise anyone to DO NOT SUPPORT or go to this location, they are very rude, unprofessional at this location.Two weeks ago, me and my friends order three separate payments. We order our drinks at the drive-thru and the lady that was taking our orders was not listening and understanding properly. Then it was switched to the guy that completed our order but he didn't give us our utensils that we ask for and a straws for a three drinks through the drive-thru. In the process that he take our order he was giving us sided eyes and a rude attitude. Me and my friend's brother have to go to the store to get our straws and we reported to the supervisor of that shift. We parked at the drive-thru and my friend who have tried the pumpkin spice ice cap didn't like the taste. So me and my friend's brother went back there to get the drink switch to something else. She barely finished the drink and the supervisor of that shift refuse to change the drink. The supervisor and the crew were giving us rude attitude and she decided to just give us the refund without doing anything about the drink. I reported on the survey and it's been 2 weeks I have not received a call or a email from the company. This had happened around 7:00PM in the evenings.The fact is that Tim Hortons is not a multi culture anymore. All Tim Hortons (if not most) has been hiring pure amateurs/naive individuals to do the job and they have not learned nothing about proper customer service or proper communication. WE DO NOT APPROVE HOW THEY TREAT US AND HOW THEY DEAL WITH...