Tim Hortons — Restaurant in City of Hornell

Today I visited the restaurant during a rush. My experience began well, the employees were clear about them being crammed and did their best to get our orders to us quickly. My experience was ruined after witnessing an interaction between a cashier and an older woman. The older woman clearly showed signs of high anxiety and took a lot of time preparing herself before approaching the register. When greeted by the cashier, she requested that she spoke quieter because she has a hard time with loud sounds. The cashier responded with the same volume level (which to many could be considered close to yelling) and in return the older woman took a step back and asked her to be quieter again. In response, the cashier yelled at her "I am not speaking to you anymore" and left the woman alone at the register. This caused her to begin crying. The woman took more time to collect herself and eventually tried to approach the register again, to which the same cashier yelled at her AGAIN, that if she's looking for a mobile order they're over there and that she was not going to speak to her. This poor old woman was heavily distraught and grabbed her bag and left. When I went out to the parking lot I could see the woman sobbing in her car. After the woman left the cashier was adament that the old woman told her "not to speak to her at all" which is no where near close to the truth. I write this review in hopes that your employees do a better job reading their audience and being aware of how their behavior affects other people. I understand it was busy and everyone was probably super stressed, but it doesn't take any longer to be kind than it does to treat someone rudely like I witnessed today. Do better. Your actions can have concequences larger than...

This is not the 1st time I’ve had a rotten experience at this location but today was quite unique. Ordered an iced vanilla chai made with almond milk. And a 2nd chai tea with oat milk with caramel. They were made with espresso, which we didn’t want. When we asked the woman to remake as we didn’t want tea as a latte, she expressed it would be a while before she could remake. Reasonable. 30 minutes later, we still didn’t have our remade drinks. I politely flag down another staff member for the remakes & she questioned the other girl about them and I over heard her say “I don’t make remakes”. So the other staff member, with our receipt in hand proceeds to remake our order. However, she makes them wrong as well, with the comment as I’m picking them off the counter, “you’ll have to accept these as they are. We’re busy”. I walked out absolutely astonished at the lack of care and customer service. Sitting and observing for 30 minutes was eye-opening. There were 3 staff members not working anything other than their mouths. Only 1 at register and door dash orders. 2 on drive thru & 1 baking uselessly as the case was full. Perhaps if the woman at the counter wasn’t solo, they could get orders accomplished correctly, and in a more timely manner. We’re all busy folks, we don’t need to be rude. Mistakes happen, fix them and move on. I don’t normally post negative reviews but I’m hoping this location’s management team sees this & makes necessary...

I'd give zero if I could. One of the worst customer experiences I've had. After waiting 15 min line for a mobile order, I finally get to the window and am immediately given the wrong order. I let the girl know and she snatches it from me without saying a word. After a few more minutes, I'm asked to pull around the front and wait. I ask them how long it will take as I've already been waiting almost 20 min now and previously times I've been asked to pull to the front, I've had to wait at least another 10. She gave me a shrug and snotty look and said she didn't know. I pull to the front and wait. While waiting, multiple people are served behind me, some also pulled to the front and served immediately. During this time, the workers continuously look out the window, make eye contact, and see that I am still waiting. No one comes out at any point to give any update on the order or wait time. Finally, after 10 min, a worker comes out and says they forgot about my order, in her words: "again" and that it'll be at least another 5min or more. No apology, no offer of refund, no attempt to make this right. I am appalled at the overall service today. I received attitude from every worker I interacted with as if I was a burden to them for having even placed an order. I have had great experiences in the past but will rethink spending my money at a place so poorly staffed and...