Tim Hortons — Restaurant in Toronto

I don’t often write reviews, but my recent experience at this Tim Hortons location was so frustrating and disappointing that I feel it’s necessary to share. I went in to redeem a valid coupon for a $1 iced coffee, a straightforward transaction, or so I thought. The employee assisting me, Rubina, was incredibly rude and uncooperative when I attempted to use the coupon. Despite the coupon being valid, she refused to accept it without any reasonable explanation. Instead, she acted with a level of stubbornness that was both unprofessional and unnecessary. When I tried to calmly explain the situation, Rubina responded dismissively, making the interaction uncomfortable and unnecessarily tense. This experience was incredibly off-putting. Instead of providing the usual welcoming service I’ve come to expect from Tim Hortons, I was met with a level of hostility that no customer should ever have to endure. It was clear that Rubina was more interested in arguing than resolving the issue. I won’t be returning to this location anytime soon, as I cannot support a store that allows such poor customer service. The overall experience left a bad taste, and it’s a shame, considering how much I’ve always enjoyed the service at this Tim Hortons otherwise.

Edit : this is the answer I received from the support Thank you for taking the time to share your experience with us.

We sincerely apologize for the negative interaction you had with the employee, i am truly sorry that they were rude and uncooperative at the 745 College Street,Toronto, ON location. This is certainly not the experience we wish our guests to have and I’m truly sorry to hear about your experience. Your feedback is valuable to us and we strive to ensure all customers have a positive experience. We will share this feedback to the store to ensure that they are providing excellent customer service and upholding the Tim Hortons standards.

Sadly, we are not able to retroactively add an Offer or Points to your Order and I apologize for any trouble this may have caused. Once again, we apologize for this matter and hope to serve you better soon.

So...

I placed an order through the mobile app. I went to pickup my order and the lady proceeds to tell me. there is no order here for me. I showed her the app on my phone and my order with the correct location, she proceeds to continue to say we dont have that order it's not here. Can you go away so I can serve other people, you're wasting our time. I couldn't believe this type of service or that someone actually said as if I hadn't paid for order like everybody else. I was disgusted. Then I went back home and called the store about my order, they responded and said its here it's ready. So I go back into the tim hortons and they tell me they dont have the order. What a joke of a place. Can you please hire competent people, not only are they wasting my time, they have no idea what they're doing. Service was disgusting. Who knows how long it will take to get a refund. By the end of all this back and forth breakfast had ended. I was unable to have breakfast today. When I called to ask for a refund, the guy on the phone...

This morning I went to the order window which I have done numerous times before at this location and had no issues. Today, the employee asked if I had a pickup order, I did not and she responded saying I can’t order from the window, I have to go inside and wait in line. It was very confusing because I have ordered from this window before. She was visibly irritated and when I tried clarifying about why there is a sign saying the window is open 24 hours, she very rudely said, if you want to order, you’re going to have to wait. I ended up leaving because why is it necessary to greet someone with such an unpleasant attitude first thing in the morning, especially when the information she was conveying could have been said to me much more kindly. If the window is only for pick-up orders, why is there no sign indicating that? And why is it that sometimes they let me order depending on the employee? Just an overall frustrating interaction that made me not...