Tim Hortons — Restaurant in Dubai

We first had booked a meal online through the delivery service provided. Due to an error on Tim Horton's part, a meal ordered at 10 arrived after 12 and the ideal breakfast turned into a desperate lunch. Upon voicing out the complaint, Tim Horton's were kind enough to provide us with a complimentary meal. We were allowed to bring up to 4 people with us and were given no insight towards any limitations. Upon arriving at their targeted branch, ordering and finishing our meal, we were then told that we were ideally only allowed to order complimentary coffee and donuts. They did allow us to grab sandwiches upto dirhams 170 since we had already placed the order however the main concern here is the error in customer service and the miscommunication on their part. We were told that they were under the impression of us 'knowing' and 'acknowledging' these terms beforehand however as a customer, you shouldn't be expected to know every little thing about the franchise. These 'policies' should be informed beforehand and should not be called for after the customer has ordered. We also purchased an item after the limit was crossed and the quality of that item far exceeded the quality of the complimentary items. It's these little things that matter. As a brand there should be standards. A customer shouldn't have to sit in the heat because the A/c isn't working or shouldn't have to ask the staff to clean up the tables so they can have a seat. Overall I am happy and thankful with the actions Tim Hortons took in recognizing their mistakes for the first order and providing us a complimentary breakfast however in terms of service and overall experience I wasn't pleased or satisfied. Poor effort coming from such a large franchise with careless and quite frankly unprofessional...

Dear, Good afternoon, Tim Hortons UAE Team, I trust this email finds you well. I am writing to share my recent experience at one of your branches Latifa tower trade center and provide feedback that I believe is essential for maintaining the high standards of service and customer satisfaction that Tim Hortons is known for. I have been a loyal customer of Tim Hortons for the past five years, and I have always appreciated the quality of your products and the welcoming environment your establishments offer. However, during my recent visit on [11 august ], I encountered an unfortunate incident that compelled me to bring it to your attention. Upon my visit, I inquired about the possibility of integrating The Entertainer app with the Tim Hortons app to earn points seamlessly and by the ways I used before. The response I received from both the manager and the lady at the counter was not only unhelpful but also delivered with a lack of politeness.

As a long-standing customer, this experience left me disappointed and concerned about the level of customer service being provided. I believe that clear and respectful communication is crucial for maintaining positive customer relationships. It's disheartening to see that my inquiry was met with a dismissive attitude. Given my positive history with Tim Hortons, I hope this incident is not reflective of the usual service standards at your branches. I kindly urge you to address this matter by providing training to your staff, emphasizing the importance of politeness and respect when interacting with...

Horrible STAFF I’ve been a loyal Tim Hortons’ girl for as long as i can remember, my boyfriend and i have regularly visited this specific branch and we ask for a Spanish latte ( extra sweet ) which was always given to us, one day however we ordered the same and got the most horrible staff service ever. They looked so surprised and taken aback when we mentioned that we always ordered extra sweet with no charges They were extremely rude about it and one of the ladies literally called us the word “liar” I couldn’t believe my ears. Turns out the whole confusion was that they added extra sweet milk (pre-made) for our Spanish latte usually, however no one explained that to us until we told them we never add sweetener, ya’ll just add milk and espresso with ice. One of the staff in particular was extremely rude and due to her attitude she shouldn’t be working at a highly reputed brand like Tim Hortons which represents Canada and it’s kindness, only because of her rude and unbearable behavior, ( just for recognizing purposes) she was an Egyptian. She also told us that we should stop lying or she could lose her job, for adding extra sweet free of cost (which in the end is the pre made milk with expresso ,only a little extra for sweeter taste which is the only recipe of the drink = which is what we are paying for in the drink price ) This used to be my favorite spot but now i don’t visit anymore because...