Tim Hortons — Restaurant in Winnipeg

Subject: Urgent Complaint Regarding Unprofessional Behavior on September 9, 2024

Dear Store Owner

I am writing to express my deep concern and disappointment regarding the extremely unprofessional and rude behavior I experienced at your store on the morning of September 9, 2024. My friend and I visited your location at approximately 8:30 AM, and what should have been a routine visit turned into a very unpleasant experience.

After placing our order, we couldn't help but overhear the staff at the counter engaging in personal conversations in Hindi/Punjabi, expressing complaints about their workload and discussing inappropriate topics while on duty. This included statements such as "I am too tired, so much work," and other remarks that were completely unprofessional in a customer-facing environment.

When I requested to speak with the manager, the staff member who took my order, Simar (who claimed to be the assistant manager), responded with a dismissive attitude and did not make any effort to address my concerns. After waiting for 10 minutes and finishing our meal, my friend went to the counter to remind her of my request. Instead of handling the situation professionally, Simar escalated the issue by pointing fingers at us and demanding that I "meet her at the corner" to discuss my concerns.

When I declined to do so, stating that a manager should approach the customer to address any issues, she replied that they were too busy. Furthermore, I overheard the staff making remarks about my race in Hindi, questioning whether I was Indian or Pakistani, which was deeply offensive and inappropriate.

Another staff member even approached me at the door and, instead of offering assistance, rudely asked, "What is your problem?" This was said while she was holding someone else's order, further indicating a lack of professionalism.

I strongly urge you to review the video footage from that morning to see for yourself how a simple request for feedback was mishandled and turned into an unnecessarily stressful situation by Simar's rude and dismissive attitude. If she is indeed the assistant manager, I believe it is imperative that immediate action be taken to address this behavior.

I request a formal written apology from Simar and expect that steps will be taken to ensure this type of behavior does not occur again. Please note that I have also reported this incident to your...

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