Tim Hortons — Restaurant in Toronto

Incredibly poor experience. Regular customers, and honestly, the employees are not very customer service-oriented at this location. Had quality issues (products not as ordered but argued they were) and dismissive attitude in the past, very poor hygiene issues with a very strong BO permeating into the cars when ordering via drive-through and when ordering inside in the building (though to be fair it seems management has addressed this concern as the issue of the foul smell has been much better recently). Often there’s no greeting, no thank you, no please, no you are welcome in response to our thanks etc., and a palpable sense of unhappiness from the employees (service with a smile isn’t the guiding principle here). We make peace with it because of the location being convenient. Often marvel at the difference with other local providers who train their staff appropriately with customer service in mind, and we are then surprised on the rare occasion when someone is actually polite and friendly at this location. This experience had gone far beyond the usual mediocre experience. When arrived at window, there was no greeting as usual. When trying to pay with phone (tap), the app window switched over and I had to take back the phone to reopen the correct screen for payment. I told the employee that I would ‘need 1 second, please’. Employee then rudely demanded, “then do it!!!” Shocked by this attitude I asked if he was speaking to us. He said, with no shame, ‘yes, should pay already’. The delay was only seconds on our end and we are the customers. Absolutely bewildered, and clear on the fact that this person had zero remorse or professionalism, asked to speak to manager, at which point he purposely ignored the request and us and I had to ask multiple times to get a response. Then told there was no manager available. When told him that he shouldn’t be speaking to customers this way, all we got was the repeated patronizing ‘sure, sure, sure’ and when advised an apology was owed, kept repeating ‘sure, sure, sure’ and finally directly told that ‘he won’t be apologizing’. This is completely unacceptable, what happened to the bare basics of customer service… We support the business regularly and get the ‘bonus’ of being insulted as a thank you. I may add there was an elderly person in the car as well when this person, who is clearly not suited for a customer service position, was addressing us in this manner. It’s clear he thought there would be zero repercussions to his behaviour, while representing Tim Hortons as an employee, as he kept doubling-down and was acting with impunity, which makes one wonder, does management...

Really disappointed with, what is my usual location near me, a few days ago. Went through drive thru on March 14, ordered bagel and FV, knowing that the FV had a coupon for $1 via my app. Presented my app to drive thru, heard the beep, got home and then saw that my coupon did not get applied, and i was charged the full amount, no evidence of the points transaction or roll up on my account. 100% certain that my app was not used and someone at the location cashed in on it. I went back 10 minutes later and went inside to speak to the cashier asked to speak the manager. was told that manager was not there. i asked for a busines card, he said he didn't have it. I told him exactly what happened. He didn't know what to do. He spoke to another employee. I explained the whole thing, this employee suggested that i forgot to get it scanned and i told him it was the first thing i had scanned. And for the fact that i had ordered the same item the day before. I told him i suspected that an employee was cashing in on my transaction. He didn't argue with me, offered me a discount and i told him that was not the point of my complaint. I insisted on contacting the manager. So he gave me the manager's number (Davinder) and said he would speak to his manager the next morning. That night, i emailed customer service and they acknowledged my frustration and offered points as an apology. While i appreciated the acknowledgment, i again expressed my concern of dishonesty. I called and left a vm on the supervisor's phone the next day (15th). there has been no response since. And i waited till today to give that manager a chance to respond. Really disappointed. Fellow customers, keep an eye on your...

I can't even give one star to the poorest service about my tim hortons experience but I had to so, so that I can post this review. I always leave 5 stars positive comment but not with this tim hortons branch. by reading all the comments to this branch, looks like none of these were addressed. expecting people to spare another hour of their time to call the customer service, and for sure a lot of them have done this. still the same zero quality service. crews does not know their policy, one had asked the manager and I can hear over the window that the manager was saying-I only want a free drink, NO, I can buy as much coffee as I want but what is the sense of having points and survey coupon if I am not going to use it? before i got these points and survey coupon, I already spent more money than just a single cup of coffee. crew smells bad, very dirty location, wasp are all over, you will wait until the crew are done gossiping/talking before they hand you the moneris to tap your card, while frustrated/ looking mad. There are lots of people looking for jobs out there that deserve to be in this job more than these people do, lots of international students who qualifies more and takes a bath before they go to work and at least maybe can provide a better customer service than the current managers and crews of this particular location. hopefuly the franhisee of this branch hears all these comments. very bad service and attitude for a customer service...