Tim Hortons — Restaurant in Township of Langley

Here's my rant. I've been holding on to this for a while but after countless terrible experiences, I just can't hold it back anymore. It's no longer monthly or weekly, it's almost daily.

I get it's Tim Horton's. Let's face it, nobody is going there for the service. Lately though, I've noticed a big change in their operations. There is something inherently wrong with a company that values its drive thru customers over the customers actually coming into the restaurant. Today I waited over 15 minutes for two toasted bagels. One had light cream cheese and one had regular. Nothing marked on the wrap distinguishing the two apart. Manager on shift giving heck to staff for dirty work stations just adding to the delays... Sadly, it's not just this Tim's, it's all of them. Service is at an all time low. So sad to see a once great restaurant chain struggle to capture what's inportant. Hey Tim's, news flash, your food is awful and inedible, your pastries are good and your teas and coffee are done well when they're made correct. You don't have the luxury anymore of going down the path you're going and expect to stay on top... Last week a worker topped up a half-full cup of steeped tea with brewed orange pekoe. Yesterday I walked into a store in Maple ridge, 3 cars in drive thru, 11 people standing in line. One person on till, 8 working drive thru and nobody willing to climb out of their little bubble to assist waiting customers. CUSTOMERS THAT ARE IN YOUR STORE!!!!. When my tea is actually made right, it's very enjoyable, and it's for the steeped tea that I contunue to return... That's it... Tim's, you better hope nobody else gets smart and starts offering...

I typically go here because it's right off the highway and real close to work, but I'm going to have to go to another location. My order is always very simple, and I order it real slowly so they hear me and have time to enter it into the system. XL steeped tea w/ 2 cream and 2 honey and a cinnamon bagel toasted with butter. EVERY SINGLE TIME, I'm told to wait while they check to see if they have a bagel, and left waiting someone's for 2 minutes while a line grows behind me. I was there just before 6am this morning and it's a 24 hour drive thru. They should by have to do an inventory check for every customer. Not to mention, they still screwed up my order. I'm done with this location. It's a waste of my day, and they keep screwing up my order.

Update: I thought I would give it a try as I was heading out and needed a quick bite. I sat in the drive thru for about 5 minutes, it didn't move. Thankfully, nobody was behind me and I could back up and park to walk in. I go in and only one cashier is working, a lineup is building as I see only a few staff casually walking around in the back. I stood as the cashier served a family who was mildly confused on the order and trying to sort everything out. No attempt made to open up the second register, no sense of urgency. Honestly terrible service. Last time...

I visited the drive-thru and experienced a series of issues that were very disappointing.

Long and Confusing Wait: After placing my order, I was asked to wait for ten minutes while they replaced the cream. Following this, the car behind me was served and sent on their way before I was allowed to proceed, which created an additional wait time. I was then stuck behind that car, who was also waiting for their order.

Poor Food Quality: When I finally received my order, both the coffee and the wrap were cold. The wrap was also oversalted and did not meet the usual quality standards.

Unacceptable Customer Service: When I politely mentioned the confusion regarding the wait, the employee, Kaldeep, responded with a defensive and rude attitude. She felt bumping customers was appropriate, claimed no manager or supervisor was working, and refused to provide a contact number or email for feedback, rudely telling me to "figure it out" on my own. When I continued to speak, she turned her back on me and ignored my request for assistance.

The lack of apology or attempt to resolve the issue was completely unacceptable. I'm leaving this review in the hope that a manager or owner will see it and address these serious service and quality control problems. As a result of this experience, I will not...