Tim Hortons — Restaurant in Buffalo

There was a really great crew that worked here forever. About a year ago they all disappeared. Ever since then, the service is awful. Granted, this place is a zoo, and I'm sure not an easy place to work, but the staff are rude. Also, the coffee tasted decent only once in the last maybe 20 trips. I have never seen quality spiral like this. I think it also has to do with these giant new vats that they brew the coffee in. It tastes burnt. Last straw- They took someone else's medium coffee today, poured in a large, added coffee to it, and when I pointed out that it was not the right order (not because I wanted to be difficult, because it had about 10 tons of French vanilla in it and I did not order French vanilla nor do I ever want to drink it), they could not have been more unpleasant. They remade my coffee and gave me another incorrect order. I'm not sure what they gave me, but it did not taste anything close to the double double that I have been drinking for 10 years. As I could not bear to deal with the attitude I knew they would give if I complained, I just left and threw that coffee out. Total waste of my break and money. I will not be back. I have been a regular here...

Getting scolded by a young man working the afternoon of 5-18-17 at around 2:30pm, was not appreciated as a regular customer. My order was simple, (I thought) a double shot of espresso in a large plastic cup filled with ice. I received a large paper cup with 2 shots of espresso and 5-6 ice cubes. When I asked the young man to give me the cup I requested, he began raising his voice and stated he's not going to get into trouble for giving me a plastic cup. I paid for a plastic cup as this is what I ordered. Not a big deal? It is the principle of the thing. Not 1 of the employees wished to help correct the wrong order. Instead they had joined forces to eye roll and continue chatting amongst themselves. I offered to pay more money to get another cup (the one I originally ordered) and they charged my 1.95 extra. Now 7.95 for this cup, the messed up order and a medium iced coffee. Rude. Inefficient. Unable to hold a communicate with a customer. Those are the quality people...

I work on the Medical Campus, and I go to Tims at BGH regularly. Honestly, I don't know why I continue to go to that location. The staff with the exception of one or two are extremely rude. The way they speak to customers is ridiculous. Instead of diffusing an issue they will argue with the customer instead. Today for example they called out a number, but the order was wrong. The order was for another customer whose number was not called. Instead of trying to make things right, the woman behind the counter who I am assuming is the manager began saying it was the customers fault and just being very rude. The coffee at times tastes bitter, it's a hit or miss if you order a sandwich because the excuse is "its frozen". They need customer service training. The way they treat customers is awful! Even with the convenience of that location I can't see myself spending another...