Tim Hortons | Dubai Mall — Restaurant in Dubai

Order number: 7466 Date: July 1st, 2023 Time: 10:55 PM

During my visit to Dubai Mall, I decided to utilize my women's day voucher that I received from my organization. Therefore, I visited your Dubai Mall branch. Now, I would like to share my observations and unfortunate experience at your Dubai Mall store:

The team member I interacted with, whose name he mentioned as Rajan (as per his own information), was not wearing a name badge. I cannot confirm if he provided me with the correct name. He was standing at PoS 3, and his lack of a smile and rude demeanor was noticeable.

I placed an order for 2 Tuscan Chicken dishes and informed him that I would like to use a voucher. The way he asked me about the voucher made me feel as if I had committed a crime.

Upon handing over the voucher, he stated that it was a women's day voucher, which he claimed was not valid. As a customer, I had to inform him to check the voucher's validity, which is valid until August 1st, 2023. I suggested he check the printed terms and conditions on the back. It was disconcerting that he was unaware of his own organization's products and failed to verify the validity of the voucher before rejecting it.

He did not inquire whether I wanted to dine in or take away my order; he automatically assumed it was for take away.

Furthermore, when I wanted to add another food item to my order, he informed me that only AED 2 remained on my voucher. Instead of politely asking if I would like to add another product and discussing my preferred payment method, he emphasized the value remaining on the voucher. It's important to note that customers who visit your stores with vouchers are not always freeloaders or first-time visitors. Even if they work in the hospitality industry, everyone should be treated with respect, which was lacking in this case.

While adding the additional product, a "Boston cream," the team member stood idly with a blank expression, offering no reaction or acknowledgment of whether he had heard me. I had to loudly call out to him and he responded equally loudly with a "YES." It was quite rude.

Finally, at the order pick-up counter, the team member was once again not wearing a name badge. He placed my order on a tray, despite it being indicated as a take-away order. I informed him of the correct order type, but he ignored my comment and proceeded to confirm my order number. I had to reiterate loudly that it was a take-away order. He simply grabbed a bag and placed my food items inside without including any tissue papers.

As a customer, I felt extremely disappointed with the service provided by your team. I understand that the store was busy, and it may be one of the most successful stores in the entire UAE. However, please remember that monetary success alone should not be your sole focus if customers are subjected to such rude behavior from your team. Companies like Starbucks, Dunkin' Donuts, and Krispy Kreme are favorites in the market because, despite their busy schedules, they always greet their customers with a smile and a welcoming attitude.

As an auditor, if I were to assess your services, I would have given you a score of 0. It's not only your Dubai Mall staff but also the members at your Dubai Hills flagship store who display the same unwarranted attitudes, especially those...

Today, at 4pm I had a seriously unfortunate incident that took place at the outdoor seating area at Tim Hortons, Dubai Mall. As usual, this cafe is extremely overcrowded and barely has any seats available. My mum and I decided to share a table with another lady who was sitting alone. Just as I sat, another customer tried to walk behind my seat while the area was crowded and accidentally dropped two large iced coffees over my head and all over my clothes. I have heavily drenched in coffee and I was clearly embarrassed. Can’t blame the customer as it was an accident although I really wants to throw my cold coffee on her to teach her a lesson, however I was quite shocked that NONE of the staff from the Tim hortons staff tried to help me AT ALL. They merely looked at me and didn’t even bother to help me with any tissues or wipes or anything at all. I walked to the main counter with all of the coffee all over me and the staff just gave me TWO pcs of tissues and only gave me more after I demanded for it. I couldn’t believe that they didn’t even help out a customer. Quite shocked actually. And for this reason, I don’t think I will be getting any more coffees from tim hortons any more. It’s always overcrowded and the staff don’t give a care about their customers if...

Visited tim hortons with my friends for few cups of coffee around 01:00am, before placing the order we confirmed with your hostess that can we drink coffee here itself and will be leaving in 10-15 minutes, she said 10-15mins is manageable and we can seat here hence we immediately decided to place the order for coffee, however Mr.Waqas(employee id-141552) told us that we can't allow you to seat here for 1 minute also and said if we want coffee he will give takeaway and we have leave immediately, and when i asked for the email address of Management to highlight this issue because all we wanted was to drink coffee peacefully, he said we do not have any management here, I am the one in charge here and I handle this Coffee shop and even when I asked his name he said wrong name and tried to hide his name badge too and after that he said do whatever you want I don't care about customer, customer have to adjust with us if they want coffee from tim hortons otherwise customer can simply walk away from tim hortons, all the time I was talking to him politely same time he was getting rude and arrogant all the time, and I have decided I'll never ever visit your so famous Tim Hortons any more and I'll tell my colleagues also to avoid visiting so that we do not get...