Tim Hortons — Restaurant in Toronto

During my recent 11/16 visit, I placed an order through the self-service kiosk for two hamburgers and two coffees via the drive-through, intending to take advantage of a discounted combo deal. However, when I received my order, I noticed that only one hamburger was included.

I immediately informed the staff member at the window about the missing item, explaining that I had ordered two hamburgers. However, instead of attempting to verify the issue, the staff member repeatedly insisted that she had only heard one hamburger in the order. I clarified again that I had ordered two hamburgers, and even pointed out that my companion, who was in the car with me, could also confirm this. Despite this, she maintained her stance and gave me the impression that she believed I had made a mistake.

As a result, I was unable to take advantage of the combo deal and was forced to pay extra for a single item, which I find unacceptable. In addition to the financial inconvenience, I was deeply frustrated by the staff member’s attitude. Her repeated insistence and unwillingness to consider my clarification came across as dismissive and even arrogant. This behavior, especially in a situation where the customer is clearly expressing their concerns, reflects poorly on your establishment.

I believe this incident highlights a need for better training in customer service and communication skills for your staff.

I kindly request that you: Review this incident and provide clarity on why this misunderstanding occurred. Ensure that your staff members receive training on customer service, communication, and conflict resolution to avoid similar situations...

This is the nearest drive through Tim, so I nearly come every morning. I have to complain today’s experience! In the past 3 years, they did a great job on management the time and service. I only had one day , I started line up from the exit. But it only took me 10 mins. Today, only one car in front of me, I thought I was lucky, but it took them 5 mins to make a farmer’s wrap?! The order lady keep asking me what do you want? I repeat 3 times, and when I arrived at the wind, she ask me again, ice coffee or ice Capp? Large right? Medium please. 2 mins already passed! And then, this lady want gave me the payment machine directly, while I had my points code showing to her before I arrived to the window. She keep push the payment machine to me. I already not happy with her. Then she told me to wait. Okay. I wait there another 2 mins to get my farmers wrap! I’m not sure if they short something, but it’s all good. When she pass me my wrap, I ask her for receipt. She start gave me attitude, even I don’t understand what she cursing me, but I can see on her face! And she went to talking to others while she pass me all( more than half a meter other people’s receipt) the receipt to me! I throw all other people’s receipt out of my car in front of her. She was trying to say something, but Im not interested. Please, be professional and don’t curse me in...

The worst experience you could ever have. Went into drive through they took our order and at the pick up said machine is not working i didnt had cash so after 15 minutes got the food while the line was on hold. I ordered some food for my fiancé and me but i am a vegetarian so i don’t eat any kind of meat because of my religion. I ordered bagel with lettuce tomatoes and mayo. Thankfully i saw it before even eating it and see a sausage in it. And it wasn’t the first time this happened it happened two days back and the supervisor “Muskaan” was in the store previously and this time too. They replaced the bagel saying it’s busy last time they asked me to ask them twice before getting it so it doesn’t happen which i did. The gave me bagel and to no surprise now there was no mayonnaise in there. They don’t listen to anything you say. The manager was there too and he did nothing. The staff is very rude and incompetent to take the orders properly or to make sure if someone is ordering vegetarian to make sure it is. Disappointed with this location its better to be shut down or get a new management for the store. Wish could give zero stars....