Tim Hortons — Restaurant in Dubai

I hope this message finds you well.

I would like to lodge a complaint regarding the service at [Tim Hortons], where I have noticed several issues that negatively impact the customer experience. Please consider the following points:

The establishment operates around the clock with only 3 employees at night, and there is no janitorial staff, resulting in dirt accumulation and a disruptive environment. The ambiguity surrounding the nature of the establishment and the services provided creates confusion for customers. There has been little to no change despite significant service lapses. There is a complete lack of privacy and differentiation in service. Distractions and annoyance caused by individuals playing music on their phones who are not patrons of the establishment. Violations of cleanliness and health standards in food consumption within the premises. Excessive alcohol consumption within the premises.

I hope that these issues will be addressed seriously. Additionally, I urge the responsible party not to blame the employees as they are working efficiently, and any shortcomings lie with the operational manager who has become accustomed to seeing the place in this state. Thank you for your understanding and cooperation.

Sincerely, [Anas bakal]

J’espère que ce message vous trouvera en bonne santé.

Je souhaite déposer une plainte concernant le service chez [Tim Hortons], où j’ai remarqué plusieurs problèmes qui impactent négativement l’expérience client. Veuillez prendre en considération les points suivants :

L’établissement fonctionne 24 heures sur 24 avec seulement 3 employés la nuit, et il n’y a pas de personnel d’entretien, ce qui entraîne une accumulation de saletés et un environnement perturbateur. L’ambiguïté entourant la nature de l’établissement et des services proposés crée de la confusion pour les clients. Il y a eu peu voire aucun changement malgré des lacunes importantes dans le service. Il y a un manque total de confidentialité et de différenciation dans le service. Les distractions et les nuisances causées par des personnes jouant de la musique sur leurs téléphones et qui ne sont pas clientes de l’établissement. Des violations des normes de propreté et d’hygiène dans la consommation de nourriture à l’intérieur des locaux. Une consommation excessive d’alcool à l’intérieur des locaux.

J’espère que ces problèmes seront traités sérieusement. De plus, j’invite la partie responsable à ne pas blâmer les employés car ils travaillent efficacement, et tout manquement incombe au gestionnaire opérationnel qui s’est habitué à voir l’endroit dans cet état. Merci pour votre compréhension et votre coopération.

Cordialement,

آمل أن تجد هذه الرسالة وأنت بخير.

أود أن أقدم شكواي بخصوص الخدمة في [تيم هورتنز]، حيث لاحظت عدة مشاكل تؤثر سلبًا على تجربة العملاء. يرجى النظر في النقاط التالية:

المؤسسة تعمل على مدار الساعة مع وجود 3 موظفين فقط في الليل، ولا يوجد عمال نظافة، مما يؤدي إلى تراكم الأوساخ وإزعاج البيئة. الغموض المحيط بطبيعة المؤسسة والخدمات المقدمة يخلق الارتباك للعملاء. لم يطرأ تغيير يُذكر على الرغم من وجود انقطاعات كبيرة في الخدمة. هناك نقص تام في الخصوصية والتمييز في الخدمة. التشتت والإزعاج الناتج عن أشخاص يلعبون الموسيقى على هواتفهم وهم ليسوا زبائن في المكان. انتهاكات في معايير النظافة والصحة في تناول الطعام داخل المكان. استهلاك مفرط للكحول داخل المكان.

آمل أن تتم معالجة هذه المشاكل بجدية. بالإضافة إلى ذلك، أحث الطرف المسؤول على عدم إلقاء اللوم على الموظفين لأنهم يعملون بكفاءة، وأي نقص يكمن في مدير التشغيل الذي تعود على رؤية المكان بهذه الحالة. شكرًا لتفهمكم وتعاونكم.

مع...

i am a regular customer of this branch since its walking distance to my home. most of the staffs are very slow and most of time not following standards like putting the cup sleeve for hot coffee, giving tissues..(as if they are running out of stocks?🙄) also, they always run out of skimmed or low fat milk! hate to say this but you cannot even compare to starbucks service in difc! btw the arabic guy who is working there cannot seem to understand your order and will keep you repeating your order 3x which is irritating at some point and one time he gave me a different order that i realized when i almost finished my order. service-wise its inconsistent, one time i ordered iced matcha mocha and the ice is almost the same as the size of cup! i complained and indian guy staff told me its standard service from tim’s🤯, he get upset and didn’t apologize as if i dont have the right to complain as customer but has given me free drink with attitude 😑 he has totally given me bad vibes on that day! i have given so many chances for this branch but overtime it never fails to disappoint!! so will definitely not coming back! OVERALL POOR...

Every time I visit a Tim Hortons branch, I can’t help but notice the dedication and professionalism of the employee Pretend. She’s not just someone who takes orders, but a true ambassador of the brand.

Pretend is distinguished by her constant smile and positive spirit that fills the place. She treats all customers with courtesy and respect, listening carefully to their requests to ensure accuracy and efficiency in service. She masters the art of communication, making every customer feel valued and appreciated.

In addition to her excellent performance, Pretend shows a genuine passion for her work. She goes the extra mile to guarantee customer satisfaction—whether by offering great recommendations or helping in choosing the perfect drink or meal. She is a role model in dedication and commitment, and an essential contributor to making the Tim Hortons experience unforgettable.

Thank you, Pretend, for your...