Tim Hortons - Mall of Emirates — Restaurant in Dubai

I am writing to express my disappointment regarding the behavior of one of your staff members during my visit to the Tim Hortons branch at the Mall of the Emirates today at around 9:00 AM.

As an employee working within the mall, I requested the staff discount as I usually do. However, the staff member in question asked for my store name, which I provided. He then insisted that I must wear my uniform or present my work ID in order to avail of the discount. Despite explaining that I am a manager and do not have a uniform, the staff member continued to question me in a manner that made me feel uncomfortable and embarrassed, especially in front of other customers waiting in line.

I ultimately canceled my order due to the situation. While I understand the need to verify eligibility for discounts, I believe the interaction could have been handled with more discretion and professionalism. As a regular customer and a mall employee, this experience was disappointing and made me feel unwelcome.

I kindly request that you address this matter with your team to ensure such incidents do not occur in the future. I look forward to your response and hope for a resolution that upholds Tim Hortons’ commitment to excellent customer service.

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