Tim Hortons — Restaurant in Vaughan

Subject: Disappointing Experience with Supervisor Kiran

We recently visited the Tim Hortons location at Hilda and Steeles, and unfortunately, our experience was far below the standard we expect from your brand. We had an issue with our order, and we felt that the supervisor, Kiran, did not handle the situation effectively.

Here’s a breakdown of how the situation was mishandled: Did not acknowledge the Customer’s Concern: Kivan did not acknowledge my concern when I brought up the issue with my order. There was no recognition or even an attempt to listen to my complaint fully. Did not Apologize Sincerely: Instead of apologizing for the inconvenience, Kiran remained indifferent to the issue. A simple apology could have gone a long way in easing the situation. Did not Clarify the Issue: There was no effort to understand exactly what went wrong with my order. Kivan did not ask any follow-up questions to ensure the problem was fully understood. Did not resolve the Issue Promptly: The situation wasn’t resolved promptly. I had to wait far longer than expected for a solution, which only added to my frustration. Did not Offer Compensation There was no offer of compensation or even an acknowledgment that I had been inconvenienced. Even a small gesture, would have shown that my experience mattered. Did not Double-Check the Order: When my order was eventually corrected, it was rushed and incorrect again. Kiran did not take the time to double-check or ensure that my order was handled correctly. Did not thank the Customer: There was no thank you or any sign of appreciation for my patience or feedback. Customer service should be about making customers feel valued. Did not Follow Up: There was no attempt to follow up on the issue or ask if I was satisfied with the resolution. This left me feeling like my concern was dismissed.

KIRAN needs to attend CUSTOMER SERVICE TRAINING to better understand how to handle complaints with respect, patience, and professionalism. I hope that Tim Hortons takes this feedback seriously to ensure future customers do not have the same negative experience.

I’ve always had positive experiences at Tim Hortons, and I hope this can be addressed to improve service at...

I went in today through drive thru at around 10am - 10:30, anyways I usually go here every morning and every time, they always make mistake but as someone who also works at customer service …I try to understand because I know the feeling but this morning was too much. The Indian lady probably around 45-50 years old (no offence if she's younger) she was being rude and nagging me that I should've had my money ready ( I was trying to use my coins and trying to get rid of them, I had it ready but I wanted to make sure I was giving the right amount of cash) but anyways I didn't so I kept giving her my coins but she kept going and raising her voice at me saying " Ma'am you're holding up our line, blah blah" she kept on arguing with me and mind you, I was not even there for more than 3 minutes and in that 3 minutes she kept on talking back. So i told her that she should be patient because working at customer service requires patience and mostly I wasn't doing anything bad to her, she even drop my money so I ended giving more that I should've had. My reason on writing this review is for the management to be aware of their workers attitude towards their customer. I personally don't believe in "customer is always right" since, I also work at customer service myself but this time I was in the right and that Indian lady worker was wrong. If she was not in the mood and having a bad day, she shouldn't be the one handling the customers because now she ruined my morning and the rest of my day. P.S asked for 10 honey dip Timbits and I did not receive what I asked for. She gave me assorted Timbits and not my morning is more ruined.

YOU GUYS SHOULD INVESTIGATE BECAUSE THIS ISN'T THE FIRST TIME BUT THE 5TH...

This Tim's should be shut down for the health and safety of their customers. They do not clean their machines and they give you dirty coffee. They do not wash the lettuce or other ingredients before preparing sandwiches and they are insanely rude when they mess up your meal which they will mess up.

I ordered a simple ice cap. It came with chunks of ice as I was chewing and crunching on ice as I drank. I took it back and politely told them it was filled with chunks of ice and they gave me a new one with the exact same problem. I immediately took it back and was told that's how they come!? and I politely said I know what an iced cap is, they gave me a third one was told to get the straw myself so I had to lean over the counter to grab one, and that this one was from their other machine and this was the final one. The texture of this ice cap was a lot better so I left. When I got through drinking half the ice cap I began to feel nauseous and realized how bad the aftertaste was like it was extremely dirty because they don't wash their machines. I got sick for the rest of the day and threw the ice cap away.

I complained to their website, however I was left with an email that said they will look into it... I was not offered anything for this atrocious service. I don't think there is anything they could offer me to spend my hard earned money for terrible service, gut wrenching food, and food poisoning.

I will not be going to Tim's again. It's amazing how they can raise their prices and at the same time reduce their quality and service. There are many more places that care about their customers far...