Tim Hortons — Restaurant in Toronto

On the morning of May 2nd 2019, my mom, my sister, and I pulled over to the tims drive thru at this location. Right off the bat when we were ordering whoever was taking the order cut it short without asking us "Is that all?" we wanted to add some pastries to our coffee orders. So we pulled over to the window and my mom mentioned casually that we weren't done ordering. From there, there was a woman in front reading our order back to us but there were two women in the back. One I recognize as being the woman who works in the back kitchen, and the other I recognized as well as this branch is close to home. Right when my mom finished stated she wasn't done ordering the two women in the back went crazy. They BOTH started yelling at her in unison. One yelled "you should have finished your order back there you can't order here." Both were yelling so much and then my mother asked them "why are you yelling?" and they had the nerve to get EVEN LOUDER. For NO REASON. They have been yelling at her like animals at a zoo FOR NO REASON!!!!! My mother had to cover her ears that's how loud these women were. They were acting crazy. My mother was so insulted she drove off without the order and without paying. I have NEVER, EVER been treated like this at a tim hortons. This branch is terrible, the people they hire are rude, selfish and incapable of even simply taking orders. Check your own damn reviews. You know how many people have complained of the same treatment of workers yelling at customers? Why are you keeping these workers at the branch when all they do is humiliate your customers? I will NEVER come to this branch EVER AGAIN. My family and I were humiliated. And for what? because we took longer than 5 minutes to order? There wasn't even a line in the drive thru. I can confidently say this is the worst tim hortons branch I have...

I am writing to share a series of disappointing experiences at your location, ending in an especially humiliating incident that I can’t ignore.

The first time, I ordered spinach egg bites online and was handed the bacon ones by mistake. I didn’t realize until I got home and couldn’t return them. I gave the benefit of the doubt and assumed it was an honest error.

The second time, I was given the wrong bagel. I noticed right away and asked them to correct it. They did, but it added to my growing frustration with the level of care being given to orders.

This last visit was the worst experience I’ve had. I needed to use the restroom urgently. The door was locked, so I informed two staff members. They looked at me, ignored my request, and continued speaking to each other in another language. There were no customers at the counter, so I know they had time to help. After 10 minutes, one of the women finally asked what I needed. I explained again that the bathroom door was locked even though the sign showed vacant. She laughed at me, said something to her coworker, and then they both laughed. Someone finally opened the door, but I was already feeling embarrassed and humiliated. I don’t understand what was funny about my request, and the fact that they were laughing among themselves made the whole situation feel intentionally disrespectful.

Being treated this way, especially over something as simple and human as needing to use the restroom, was insulting. No customer should be mocked, ignored, or made to feel uncomfortable like that. I hope this is taken seriously and addressed.

Please, whoever the owner of this location is, pay attention to what is happening at your store. The way your staff treats people reflects directly on your business, and right now, that reflection is...

Hahahaha can you believe this was my comment SIX YEARS AGO: My fav tims ❤

My current comment:

I am SO SAD that this is my closest Tim's and it's now gone to the dumps. Literally almost* every time I've visited in the last few months has ended up with me being upset about something. Everyone needs to be fired and they need to bring the old staff back or get some SERIOUS TRAINING for these employees--- unfortunately it extends to other places as well like Walmart. Consequences - proper training - teaching how to be respectful and courteous is very important. Paying attention to details is important. It's like nothing matters anymore AND CUSTOMERS are always blamed? Like whaaat?

I went today and got charged 9$ for 2 boxes of 10 timbits*... When I initially asked to redeem points for them. I was lectured on informing them beforehand which I did and then given some random change back which doesn't even match up to what I ordered. On top of that BASICS such as asking, "Would you like them assorted?" They don't ask that anymore and you get told that since you didn't mention it at all they ASSUME that it's assorted. What happened to asking? They ALWAYS asked! And suddenly I'm being lectured on knowing better at a drive through with cars. You all need to be trained properly --- you all need to attentively listen to the customers and get some serious training on customer service. I wish we had the old tims where we actually looked fwd to having...now it's like...