Tim Hortons — Restaurant in Vaughan

Worst experience ever. The rudest staff and worst customer service. Priya - the supervisor essentially told me I was lying and the customer is wrong when they got my order incorrect. Instead of rectifying the situation she made it hostile and unpleasant. I will never go back to this location.

I ordered a bagel and a latte, get to the window and tap my card. The girl proceeds to hand me a large coffee and I said that's not my order. She asks me again what I ordered and I said a bagel and latte. She said she needs to charge me more so I tapped again. She comes back with a ice coffee and I said I ordered an ice latte and a bagel. She closed the window comes forward with a bagel, before she can open the window the lady in the back tells her to check the bagel. It was not the right one. Comes back to the window and tells me she has to charge me more again because the latte is more. Now I'm frustrated. They don't have my bagel and my drink and have charged me incrementally twice. Then another lady comes to the window and argues I ordered an ice coffee and not a latte. At this point I'm stating i think I know what I ordered. I ask for the supervisor - Priya comes to the window. She is Stern and rude from the get go and tells me I ordered the ice coffee and I confirmed. I told her I confirmed an ice latte with 2 sugars and not ice coffee. I would know what I ordered. I tell her this is the worst customer service and she tells me I have to now pay $1.85 more. She then states that I am wrong and customers are not always right. Lastly, I was disgusted by the attitude and service and asked for a refund. Mind you they still had not made my bagel. I expected an apology for the misunderstanding but instead was essentially made to feel like I was an idiot. I have worked at a time Hortons , a supervisor like that with zero ettiquette and hospitality should be let go because someone in that position who sets a bad tone and an example like that for the rest of the staff impacts the organization customer satisfaction and image. Again worst experience at a stupid Tim Hortons drive through after a long day at work...

I highly suggest the Tim Hortons management to focus on training about how to handle customer and how to respond to customer your midnight to early morning employee’s are very cheap and rough tongue when it comes to respond or communicate with customer. I went to this outlet in the early morning around 4 am (April 17, 2025) and I buy an order of total $30-$40. First of all they don’t know what customer knows and what not they respond in very stinky manners they reply like ‘we don’t have’ which shows how Tim Hortons emloyees get trained. And another thing I buy same amount of order every morning except of weekend. They always make faces and says we don’t have change they are girls that’s why I don’t say that much but they really don’t deserve to be there specially at drive thru. I hope this review will be taken seriously and the actions taken against the staff of that particular time. Otherwise you will gonna loose the business one day because of those.

Important thing that I also want to mention that the amount was 40 around and i scan the activated QR of my free coffee and u was waiting for the new reduction price (because of scanned QR coffee was free) She literally look at the display it and I was checking whether she will inform me about new price which is 36-37 around but she was eager to take 40 and then I asked is not there reduction of reedeming points. but let’s think maybe she forgot but this is second time and that’s why u am admitting it. I don’t know how many customers were cheated like this?

It’s not personal revenge but the things is there is no camera which can record their behaviour with customer. I can’t tolerate this behaviour again and again I am the customer I come to feed myself not to get disrespected. Thank you.

Last thing that I am not begging to terminate or punish the person but I am requesting you to teach or train your employee to being professional...

I don’t have any complaint regarding this site but i want to complaint about dishonest worker. Last week, I ordered a half French Vanilla and half Double Double medium coffee at the drive-thru. When I reached the window, I was given two separate drinks—a Double Double and a French Vanilla—and charged for both. When I explained that I had ordered a single mixed drink, the cashier called over another girl to sort out the issue. She offered me a snack for the difference in cost, which I declined, so she refunded the difference. However, she(JANNAT) handed me the same drinks again. I confirmed if it was mixed as requested, and she lied, saying it was. After tasting it, I realized it was just French Vanilla, and only then did she prepare the correct drink.

I was quite frustrated with how she lied to my face, assuming I wouldn’t notice. I decided to let it go that day. However, today I went into the store with a survey coupon issued on June 28th. The same girl told me it was expired, claiming it was only valid until the end of the month. I doubted this and asked for her name, which she refused to give. When I asked for the manager, she called over another girl instead, who said the coupon is still valid and sorted out the matter. She eventually revealed that the girl’s name was JANNAT, though I’m unsure if that’s accurate.

This repeated dishonesty is extremely annoying and reflects poorly on the business. I expect Tim Hortons to take strict action against employees who damage the brand’s reputation. Please inform me of the actions taken regarding...