Tim Hortons — Restaurant in Toronto

I am writing to express my disappointment with a recent experience at this location. My sister and I ordered two candy cane hot chocolates, however, the beverages did not taste as expected.

Following the company policy outlined for such situations, we approached the employee, Mandeep K., to have the drinks replaced. Unfortunately, instead of addressing our concern, she engaged in a debate and sought justification from other employees, causing unnecessary discomfort.

As customers who frequent Tim Hortons, we understand the quality standards this restaurant upholds and were surprised by the lack of responsiveness from her. Additionally, the shift in charge was observed not taking prompt action to resolve the issue, allowing the situation to escalate.

We believe that such incidents can be mitigated with improved customer service training. It is crucial for employees, especially those in leadership roles, to prioritize customer satisfaction and adhere to the established policies without unnecessary confrontation.

We appreciate your attention to this matter and hope that steps will be taken to ensure a more positive experience for all customers...

The line was extremely long. I waited for a least 20min. I staff seemed to be joking around with each other which was a bit annoying considering there were about 12 of us in line. I ordered 2 Bailey lattes. When I finally got my drinks and began to walk away, I tasted my drink and realized the drinks were not lattes but just flavoured coffee. I turned back right away and brought the trink their attention. The gentleman staff insisted the drinks were lattes. I told him I know what the drinks are supposed to taste like. He still insisted the drinks were lattes until the staff who made the drinks confirmed they were just Bailey's coffees.At this point I was late getting back to work. I said I wanted my money back because I had to leave for an appointment. She insisted she would make it again. It took 10min more to get the right drinks and they were cold. Not only had I had this drink before and loved it, I had been telling others about it. Very disappointed and I won't go back to...

Ordered coffee and timbits, no problem just like any other timmies. However, some one else seems to had a little problem as she screamed saying she is waiting 10 minutes for her lemonade. The cashier said it was waiting there for her. Another employee came by and blend up the same lemonade for the customer but of course got refused because she wanted a fresh one. The staff did make her a fresh one at the end. However, I think the cashier should have apologized for not getting the drink to the customer in the first place, and secondly should automatically up-sized her drink to give her a little compensation for...