Tim Hortons — Restaurant in Whitby

I had the most worst experience at this location this morning. Yesterday I ordered 2 hot chocolates amongst other things. When I returned home, after tasting the hot chocolate it was very watery. I called the store to inform them that the hot chocolates were watery. The manager at the time, informed me that I could come back in for a replacement. We agreed the following morning would be the time I would come in. When I returned to the location, I informed the drive thru tenant of the situation and told him I would pay for a small French vanilla. I pulled up to the window and was met with another attendant who asked me to repeat my order. I repeated the situation and then was met with a male manager. The manager was very rude and unprofessional and accused me of calling the wrong location. I informed the manager that I called and asked him to check his cameras to see when I visited the location and when the call was answered. Long story short, this manager became combative and argumentative and laughed at me while the drive thru line up and in store customers began to pile up waiting to be served. On top of that the rest of the employees were all standing at the window link a whole gang watching the manager disrespect me and accuse me of trying to steal two small hot chocolates. Finally after telling the manager that there were other customers, he finally decided to provide me with the hot chocolates but not before giving me the wrong order. I then reminded him that it was two hot chocolates and I would pay for the French vanilla. The manager then at first refused to let me PAY for the French vanilla citing that it was free and I was never to return to the store. I insisted on paying for it but not before asking WHY I was now banned from a store when I did nothing wrong! I told him that I would be complaining against him and he LAUGHED and told me the complaint would come to him and nothing would be done. This is very very very unprofessional. After I left I double checked my phone to see if it was the right number I called and it turned out to be the wrong location. However…the point that I was trying to make was that the initial purchase was at paisley court! If a customer has an issue with their order at the store they purchase and complain about it…instead of accusing them of lying and being a thief…they should resolve the issue. Many drivers and store attendees were delayed because the manager’s unprofessionalism AND his “gang” of employees that were more concerned about two hot chocolates. I have never heard of a store denying someone to pay for something they insist on paying for. This manager should be...

This has become an irritant, not a big deal but so annoying.

I usually order 1 of 2 items:

1. Sausage Farmers Breakfast Wrap with mayo added

2. Grilled chicken bacon ranch wrap with mayo added

Every single time I order either of these items, staff assumes that because I asked to add mayo, they want to remove the Chipotle or Ranch. At no point in my order did I ask for them to remove anything. Yet they waste time asking to remove them every single time.

Are we not allowed to have more than one condiment on a wrap? I don't understand why these simple orders are so confusing to your staff. It's not just this location. Not sure if you are trying to save money by forcing staff to try to convince customer to o ly have one condiment or what is the drive behind this strange line of questioning.

I get tired of explaining that it's not a Ranch wrap if you remove the ranch. It's not a true farmers wrap if you remove the Chipotle. These sauces are signature parts of the item.

If I wanted a chicken bacon wrap, that's what I would order. I would never order a chicken bacon ranch wrap and tell them to not put the ranch. Sorry but to me it's common sense and it seems to be missing from the equation.

Either way, I left the drive through and went to MCDONALD'S where the fully understood my very simple order and never tried to pressure me to remove any condiments from the item ordered.

That's my little rant for the day. Sorry but I had to say something because it's become so annoying that I don't even want to bother trying anymore.

1st world problem, I get that. Regardless, I have shared my feedback and I hope this is somehow helpful to staff and future customers facing...

When you say,  "Can I have two (insert food request here)", does that mean you want 1 or 2? When cashing out I only received one food item when I told them this is them this they were going back-and-forth on what the issue was with each other. Another lady (I think she was supervisor) came up and tried telling me how I didn't tell them; if that's how you handle customer service concerns then you should get retrained. You should apologize and say we didn't hear you. When I showed them the 2 for $5 offer on my app THEN she said we didn't hear you. If that's what I was told initially I would have left and not made a big deal and not hold up their line.  I also work in customer service so I understand the stress of when it gets busy and when things go wrong; BUT if that's how you want to handle it  then I will make sure that I get what I requested. Normally I wouldn't complain or write a review, however, this is the 2nd time I've had a negative experience. One time I ask for 2 ice cubes in my (hot) coffee so I can drink it right away. When I got my coffee it was ice cold. If I had wanted an ice coffee I would have asked for one. That time I drove off because it was busy and I was also in a rush. So yes best believe this time I will be holding up your line after you're giving me poor customer service telling me "you didn't tell us". Don't allow being busy to be an excuse for not providing accurate and professional customer service. Also does everyone have a problem with hearing the word two over...