Tim Hortons — Restaurant in Toronto

Friday November 17th @ Approximately 2:28pm

I visited this Tim Hortons drive-through and I ordered a meal :

⁃ Habanero Chicken Bowl (Cooked) ⁃ 1 Bottle Of Water ⁃ 1 Donut

When I got to the window:

⁃ The Donut was correct. ⁃ 1 Bottle Of Water was correct, but they handed me a wrap. I told them after I paid. $11.62 that was incorrect and I ordered a bowl.

She said that she charged me for a wrap , not an issue let’s just charge the difference is what I thought .

The female window attendant consistently and consecutively attempted to insist that I accept the wrap , as I admire the initiative too keep the drive thru window timer low and the void ratio low.

I did not want the wrap I figured that she was just a bit nervous and anxious about the cars behind so I offered to drive around and come back to let her finish up the orders pending.

After a bit of back-and-forth, she charged me an additional $3.15

So the total I paid was $14.77

(Please Note : I purchased the same set of items prior and had the transaction history and proof and the amount is $13.75)

So about a dollar difference.

When I parked up, I decided to call the store and explain the situation as by this time I already already left.

I spoke to the first woman who answered the phone she claimed to be the manager (did not seem too sure as with a lot of these sort of establishments they tend to pose as authoritative figures to cover up, misdeeds and keep it from being escalated)

I explained to the so-called manager the issue I was having, and that I was overcharged. She actually attempted to justify the charges until I explain to her how much I paid previously, and I had proof that the amount was incorrect.

(So her story was not adding up)

After a bit of back-and-forth, she’s admitted I was correct & that if I come in to ask for her, & I’ll receive a dollar off.

I explain to her a few things just did not sit right with me

The fact that I have to pick up the phone call and come back to get a refund for an amount that your staff member overcharged and then you as a manager was not going to admit it and matter fact actually tried to justify those charges.

Me as what I once thought was a valued customer taking time out of my schedule to address this issue.

What if it was a old lady or old man? Would this have been OK? How many other people had this happen to?

The lack of respect and empathy I received this was extremely disappointing coming from a Canadian establishment.

These four points are primarily the reason why I decided to leave this review

By the end of the phone call she expressed that she’d give me a coupon for a coffee , I explained that I don’t drink coffee is there an alternative?

She refused even when I asked for an ice Capp providing an indirect suggestion as the customer service was poor and I was allowing her the opportunity to redeem herself as I was contemplating writing a review.

( hence which further ads to my suspicion this possibly might not be the manager , as to be a manager of a Tim Hortons your customer service skills should be exceptional to uphold the quality excellence standard.)

Until she ultimately agreed to provide a doughnut the whole conversation was just unsatisfactory. The whole experience was unsatisfactory, which left me disgusted, and motivated me to proceed with this.

What really took the cake was that a few weeks prior I came through this drive-through and I ordered a breakfast bagel and on that breakfast bagel there was blood. I understand things happen, and I did not address it as I was in transit.

But this goes to show when you let the little things slide they become big things due to the pile up , and people tend to think that their actions are justified and think that they’re able to treat you in whatever manner they wish.

Remember we as the customers / consumers hold the power.

But please don’t not get me wrong here , there has been some prior pleasant experiences here and some staff members really do shine and a smile from them...

I used to love going to this location, but the quality of service and food has really gone down a lot (My opinion) from over a year ago. Moreover, the hashbrown is overcooked to a point its hard to bite on like its very stiff and salty. The worst part comming to this location at 6:45am today, saw they seemed to be busy, and the two male coworkers didnt care much in the front customer area only focused on the drive thru portion, so I didnt pay much attention and used the self service kiosk. fast forward to 6:55am, 10 mins later still didnt get served our food. keep in mind 2 male plus 1 female worker(not sure what she was doing but came out to the front and paced back and forth doing nothing I assume) was working. However no customer service from those 2 male workers. So another female worker came in for her shift couple of mins after and when I got up and asked where my orders was at cause its been 10+ mins... All they can say is they are working on it; there working on it now? they should have been working on it 5 mins ago, like thats the only thing she can say and so quick with the response while not doing any sort of investigation or care... 2 minutes roll by and my drinks was ready... and food ready a minute later... however, workers stupidly got one of my orders wrong.... I ordered a sausage english muffim (WITHOUT EGGS) and came out english muffin with EGGS!!!!!!!!, came up to the lady and told her I ordered without eggs, and she kept looking her COMPUTER SCREEN ORDER (NOT THE FOOD) and rebuttaled that food is the one without eggs...ME having a slight giggle because I know she was looking at the screen, I said my order again while showing her the food on hand... however, she was soo adamant that this is the one without eggs while SHE WAS still looking at the COMPUTER SCREEN and not the food like she wanted to be the CORRECT one... Me in my head was like "DAMN look at the FOOD, THERE IS EGGS IN IT!, DONT TELL ME WHAT I ORDERED FROM THE SCREEN CAUSE I KNOW WHAT I ORDERED"...She finally looked at the food, and just said let me go back there and get you a new one. Furthermore, once she got a new sandwich, I had to be sure its a new food... so I told her my son is allergic to eggs, and asked if she made a new one or did she just slap a new bun on top of the old sausage and cheese..in which she said its a new one the old one I kept separate.. SO, being a customer I have to take her word for it and believe them. While her track record while I was talking to her made me not believe her also made me think that she is just quick to response just to deflect to complaint and I bet she does this when she is under pressure from a customer complaining... during the time she was answering my question another MALE worker came up and ask is there a problem... in a split second after quickly answering my concern to my son being allergic to eggs...THESE PEOPLE did not apologize for the service being an inconvenience BUT turn there back on a customer, while they talk in there INDIAN DIELECT amongst themselves... TIM HORTONS WHAT DO YOU HIRE, HIRE PEOPLE THAT HAS NO CUSTOMER SERVICE? I'm sorry to say this, but if you work in a CANADIAN Franchise or ANY OTHER CANADIAN COMPANY that deals with English speaking customers such as Tim hortons, you need to talk ENGLISH while being on the floor working when there is a customer complaint or have customers around, Go talk to each other in your native language...

I visited this location two weeks ago and immediately called Tim Hortons customer service and told them about my experience which was horrible in 4 different ways. I was told someone would get back to me in a couple business days, well shockingly no one ever got back to me. So here is my Google review now

1. Had anl offer on the app for a flatbread pizza for 5.99, decided I would give it a try. Order the pizza and the woman who took my order asks me what dip do I want with that? I say “it comes with a dip?” she says yes and lists a bunch of dips . I choose one and end up paying for my order. Upon checking my bill, she charged me 1 dollar for the dip and it wasn’t included at all
2. Ordered at 11:10am and they hadn’t even turned on the pizza oven. At first I’m told it will be a 5 minute wait. Then another girl comes to the pick up spot and says it will be 10 more minutes the oven is still not up to temperature. Then a third woman says another 5-10 minutes. I finally got my pizza in 32 minutes. What a joke! 3)While waiting for the half hour I notice a man is sitting at a table with his sandals and socks off and has his foot in the table where people put their food and drinks. I bring it to the attention of the cashier Her reply was “oh he’s probably homeless” . What should that matter! Isn’t that even worse?? And for the record not a homeless person a middle aged asian man with a laptop and cell phone doing his business . Eventually two different employees come out and ask me where he is, I point him out and they stand there talking to each other and never even approached him or asked him to put his shoe back on! Like this is a health hazard here and they didn’t do anything!
3. After finally receiving my pizza I hop in the car and drive off and now I’m late for where I need to be and open up the pizza box to eat a slice and it isn’t even cooked. The cheese is only half melted. It was disgusting

My worst experience ever from any Tim Hortons and the fact no one could even get back to me after all of this speaks volumes of what this...