Tim Hortons — Restaurant in Woodstock

UPDATE: As requested, I sent the email to HO and received a response from Simar, “ hank you for taking the time and effort to contact us at Tim Hortons. I sincerely apologize for your experience with regards to the cleanliness of our 566 Norwich Ave, Woodstock Tim Hortons location.I assure you that we will look into the matter internally with the restaurant to ensure your concerns have been addressed. Your feedback is a benefit to our company and allows us the ability to continually improve our level of service and we thank you for giving us this opportunity….” So here’s the thing— Cleanliness is part of the issue but emblematic of a larger issue—culture created by management. We’ll look into this matter? It’s been a month! I’m sure they’ll get to it. This all feels like lip service so I’m lower the star rating

EDIT: As requested, I have my exact review below in to their head office. Doesn’t beg the question of why it couldn’t be dealt with here? I commit to transparency.

PROs: The staff were very nice and hard working. My order was accurate and food/ beverage tasted exactly as it should. My kudos to the staff for maintaining standards despite poor working conditions. CONs: There are “home made” notes posted all over the place. The ones to customers are direct, sometimes in all caps. Doesn’t make me feel like a valued customer. However, this treatment pales in comparison to the home-made, thinly-veiled threat-notes facing the staff. An example is one taped to a machine that tells staff to mark EVERY lid or they’ll be “parting ways”. Staff, you’re doing a fantastic job given the obvious passive-aggressivity you’re facing.

In general, the restaurant was dirty. The bathrooms are GHETTO! Below are photos. The blue light isn’t a filter, that’s the real deal. The floor in the bathroom is dirty, strewn with debris. The lobby wasn’t much better— well maybe the lighting and the staff— hard to find a clean table (we had to clean ours despite being about 5 empty tables). The tables all had either crumbs, debris, or scrunched napkins.

It’s clear to me that the management cuts corners wherever possible. There is not enough staff to clean the washrooms or lobby as they’re just staffed to serving demand….the light covers in the bathroom is another example of cut corners.

THE PUNCHLINE: When you’re there, be kind and courteous to the staff who are rising above despite poor working conditions created by the leadership team. Owners, you’re making mad cash, invest in staff— more staff and staff morale— stop training thru fear-based notes and fix your...

I was aggressively screamed at by a drive through employee by the name of Sally. I went through the drive through on my mobility scooter as I am disabled with mobility issues due to disc deterioration in my spine, hip and knee and severe fibromyalgia. My phone was dying and I needed to pay for the items on my tims card loaded on my phone so I knocked on the window as she was boxing tim bits for the order she thought was behind me, it was a second order I placed (but she did not know that and made a comment about it during the exchange). I politely said I need to pay for this because my phone is going to die and I put my phone through the window to be scanned. It wasn't scanning because she had the rewards thing up on the till and not the payment with Tims card. She realized this and made a rude comment about me not telling her I was paying with a tims card in a rude tone. To which I responded it says that on the screen and she works there and should know what a tims card looks like. She then got really aggressive and started screaming in my face (to the point it looked like she was gonna come through the window) telling me "SO IM SUPPOSED TO KNOW YOUR PHONE"??? To which I replied very calmly no but you should know what a tims card looks like. She then continued screaming at me. Closed the window and began telling the person handing her my coffees about it all while I'm listening through the window as she was extremely loud. When she came back I asked her if there were cameras there again aggressive body language and said yes loudly and pointed to it. I said good so they will see you screaming in my face on the camera. She replied "yup" I said your a really ignorant person and she yells back "SO ARE YOU"!! I asked her what her name was she responds "SALLY" S A L L Y. YOU GOT THAT?? This is the worst treatment I have ever got from anyone in a place of business. I'm contacting head office and calling a lawyer if...

Went to this location. Frequently rest rooms are closed in the (0300-0500) early morning or routinely coned off or they are just plain disgusting throughout the day. This morning was charged 10C for a tap water to accompany a muffin. Coffee is already 55% more than McDonalds. Its gotten ridiculous and poor customer service. Was explained its for the paper cup. I asked to get refunded my 20C as i bought 2 muffins and 2 tap waters. They could not nor would they refund the 20C. Returned all food on principal which took in excess of 20 Min and left utterly disappointed. Tim's can spend millions on retrofitting restaurant's but charge 10C for a paper cup for water or silly marketing campaigns. Do better Tims. Be the Canadian Brand with core community values. Are you going to start charging folk who are de-hydrated for water. Is the best form of marketing not kindness?

It would not surprise me if they started charging for the restrooms honestly or started charging for paper strays or paper trays. I am weary of writing that on the review as some corporate number might suggest making money on the restrooms and add-ons. Company or Franchise gone very astray. Keep your cookies and be a hydrating community member. Its time to Boycott this greedy...