Tim Hortons — Restaurant in Toronto

Yesterday morning, I was walking my dog when I felt a change in my health condition. I can get dizzy and potentially pass out, hence it is important for me to consume something. I have been coming to this Tim Hortons for the past 10+ years and have never had issues (other than employees messing up orders recently). As soon as I walked in, an employee named JASMEEN immediately told me to “put IT outside.” I told her my dog is not an “it,” she is family (my dog also provides emotional support). The dog has been coming to this Tim Horton’s for 5 years. The previous staff would pet her and show her love. However, my main concern is how was it assumed that my dog was not a service dog. It seems quite unfair that I was not even asked once. Instead I was immediately told to leave “it” outside. JASMEEN was quick to judge, assume, and deny, but could not take a second to ask. Especially when there were other ways to handle the situation or question me. I was not planning on sitting in there for hours and hours, rather just to pick up something to eat to address my medical condition. I then asked for a manager, to which she said she was the manager, and I got her name. Upon asking where to complaint, she went inside and brought out another employee. He said his name was SHRAY. He never identified himself with a title. He had seen me there before with the dog but never said anything. But this time he said that he had told my daughter 2 times not to get the dog. I was with my daughter both the times, and that this statement was not true. I said my daughter never told me this either. Does it make any sense if he told us 2 times already why would we bring a dog or not confirm that she is service dog and get ourself thrown out. He also refused me service, said he will not even write his name for me and that JASMEEN did say the right thing to leave “IT” outside. Again as the superior, SHRAY should have had some customer service skills such as to ask me if my dog was a service dog or not, or take me on the side and speak to me in person instead of publicly shaming me or as a one time courtesy offer to take my order, bring it outside while I waited with the dog particularly when I said I have being coming here for 10 years but never got treated like this and that since management changed, everything changed. On top of this JASMEEN kept interrupting me. She said she has a pet too but does not bring it everywhere. Does she understand the difference between a pet, family and service dog? She kept on talking over me and raising her voice. I told them that this is not good customer service. That they can be kind, humble, and respectful and that I will complain about this. To which, SHRAY said “go ahead”. Their behavior was condescending with the main purpose of disciplining me and teaching me a lesson rather than using their negotiating skills and defusing the situation. I told SHRAY that “you are insulting me in front of everybody”. At that time a customer perhaps frustrated with all these noises exchanged some angry words with me , so I left the store with my condition getting worse. The issue was not dog policy. The issue was how I was treated. I was publicly humiliated and shamed by JASMEEN, who was talking over me and laughing at me during the entire conversation and SHRAY who lacked basic customer service sense. I have already complained to your office and Ingrid, the district manager spoke with me. But I also think everybody in the neighborhood, and the owner needs to know what happened, how it could have been resolved and hopefully other sensitive people with disabilities will be...

Went to this Tim Hortons location on June 9th (Yesterday) while on a walk with my dogs because I decided to grab a snack for me and my partner. We placed a mobile order at 7:20 pm that day and I found myself having to go up to the counter to ask for my food as it was taking over 20 minutes to make. I would have understood if it were short staffed or busy, however, there were 3 people on the floor with other employees at the back. After I spoke to someone they then decided to get someone to start making it. When I told them how it was a little ridiculous to be waiting for 20 minutes for only two wraps, the lady that handed over my food just smiled and nodded as if she simply dismissing me with no apology. Never have felt so unheard at a Tim Hortons. Safe to say I won’t be choosing this location on my walks ever again. I saw every other customer in-store and drive through included be served before me and I placed my order in advance before even getting to the Tim Hortons. Atmosphere wasn’t great either, Saw a manager of some sort having to remind the employees of their cleaning standard in front of me bringing out a dirty rag to clean the tables. Apparently, there have been employees using the wrong rags for different things. Like using the bathroom rag on a table. Wasn’t that pleasant as I was waiting to receive FOOD. They were still able to talk and laugh amongst each other afterwards without making something that is extremely easy to...

People working here are very rude and if they doesn’t have something or if they have stopped making something -they should inform us before taking the payment. I asked a latte but with cream and asked them to charge extra . And i have taken this almost every single time when i have came here. But this person came and took my order and she was polite enough to ask me to wait and she said she ll make it too. But there is this other lady and she comes and sternly saying as if we are getting things for free. She came and said we are not doing with cream but she can make with alternative milk. Its just the replacement of milk we asked for, and all other tim hortans are doing this too. And the way she explained is also not proper and illogical. Tim hortans is known for its customization and inspite of asking them to charge extra for cream also they refused to give which is very unprofessional. And im very much sure this review will never create an impact, because they dont take our reviews seriously. I have heard it from one of the employee itself. This is just for the people who comes in the mind set to customize their drink but ends up not getting what they want. Completely disappointed with the service. And i think her name is jasmine. Very rude and very unprofessional. If she doesn’t like to serve the customer, then she shouldn’t be in the place to do the...