Tim Hortons — Restaurant in Whitby

I had an unfortunate experience regarding the handling of my recent mobile order at the Tim Hortons Taunton Road. I placed a mobile order for a large orange pekoe tea black, intending to pick it up at the store. However, I mistakenly selected the Brock North store, approximately 3.5 km away.

Realizing my mistake upon arrival at the Taunton Road location, I promptly approached the cashier to seek assistance. The cashier informed me they could not fulfill the order and directed me to the manager.

The manager reiterated the same stance, stating that I could only collect my order from the store where it was initially placed. Despite my efforts to resolve the issue, I was left without a satisfactory solution. The manager's refusal to accommodate a simple request for a single-item order left me feeling disregarded and undervalued as a customer.

While I understand the importance of adhering to company policies, I believe there should be room for flexibility and understanding. As a loyal customer of Tim Hortons, I expected better treatment and a more customer-centric approach to resolving issues.

No customer should leave feeling frustrated and dissatisfied over a minor inconvenience.

Editing my previous comment: I already contacted customer service, and they told me the store did the right thing, but after I insisted, they opened a case. They also clarified that no one would call me to provide any feedback. So, I am unsure if my complaint would reach the...

Completely unprofessional. Too many kids working there so they don't take the job seriously. Drive thru is ALWAYS slow and when you go inside, you will know why it's slow. Some workers (especially the ones making the food) are busy talking to one another while people are waiting for their orders. No apology given. Once I ordered a peanut butter and jam bagel and instead was given a cream cheese and cheese bagel. Very careless. Tried to come a second time but drive thru was busy as usual so came into the store just to see workers talking about personal issues infront of customers and watching a worker make their coworker a sandwich before even making my sandwich (which I ordered before the coworker) . Worker was also talking badly about the soup they were serving in front of customers. Later I asked the cashier if my order was ready and she said not yet , even though customers before me were leaving with their orders already made. Watched the male employee make the female employees sandwich and later confronted the cashier asking why he is making a last minute sandwich for his coworker instead of mine. She politely helped him pack my order but he gave me a dirty look. VERY UNPROFESSIONAL. Some workers there clearly DO NOT care about the work there. SERVICE SUCKS. I DO NOT RECOMMEND THIS LOCATION. Manager with smoky voice seems to side with employees instead of confronting them and...

I come here very often. Most times through the drive-thru which is simple and great. The last few months have been really unfortunate here inside. Homeless people walking around harassing customers with aggressive language. Plus the lack of cleanliness inside. No tables are cleaned ever, even when the place is empty. This needs major improvement. It should be done on a scheduled basis. Although, it definitely is not getting done. I work as management in customer service and am very familiar with this process. It is simple, yet neglected here. Went to enjoy the evening, but the same people that sit there every day seem to be enjoying some sort of drugs at the table next to me. Not sure how the smell increasingly gets worse, otherwise. 5 minutes, to leave with a major migraine. I will be passing on going to this location for a long time now. It would be excellent if management would identify these issues and actually refuse it within their business. No customer should be negatively impacting the experience of another. It is absolutely your job, your responsibility to foster a safe space. I look forward to change. Sincerely, a...