Tim Hortons — Restaurant in City of Olean

Saw the drive thru had 9 cars waiting, so we opted to walk in. Well, we would have been done quickly if any of the employees would have stopped helping 4 drive thru customers to each counter customer... there were only 2 couples ahead of me, and we still waited over 15 minutes to place the order and another 5 minutes to receive my food. Even the customer behind me was wondering what was going on and why they were ignoring the customers inside. Even tho there was one lady only helping the inside customers, she kept walking away to go out back every few minutes and never doing more than placing an app order up begore she left again, she wasnt the baker... it was very odd and rude.... If we had just used the drive thru, we would have been driving away with our order in about 10 mins. Unacceptable wait times. You see how fast they can move thru the line with the speed of the drive-thru, at times, when they want to. I ordered my usual, grilled cheese panini with tomato and a medium cafè mocha with extra extra whipped topping and chocolate drizzle. The lady only buttered one side of the bread to toast the panini, not both, as i requested.... and the tomato was not ripe at all, not even close. 🙄 My son ordered a sausage egg n cheese on a bagel and a Chocolatchip muffin.... he barely ate half of the sandwich because the sausage was cold and very greasy, and also contained many, many small chewy fat clumps, I took a bite and instantly regretted it. I am not sure what is happening to the Wayne St Tim Hortons, but it is hit or miss with these guys. Sometimes, the food is amazing. Other times, it truly makes u worry... When I go someplace and spend 20$, I truly expect to not wait 15 minutes before I am acknowledged and to receive proper edible yummy food that is pretty much exactly the same as the previous time I ordered it. I don't think that is an unreasonable expectation.

I think the issue is that nearly every employee in there at the time looked very miserable. An unhappy employee will not care about the product they are producing and putting out to their customers. This is an issue since it is the food service industry.... and I can definitely say that not one single worker who does the cleaning back in the food prep area cares if they are getting the place sanitized or not... it's not cleaning, per-say, that needs to happen so much as sanitizing, DAILY, which has never been a normal activity done here... let alone appreciated as the federal food safety standard that it is. Serving cold meats is not ok because the surfaces these people touch as they make your food are not clean nor sanitized, and there were no glove changes by the lady making all the sandwiches the entire 20 minutes I was in the store. Nor did the lady running the drive-thru register, handling money, and everyone's drinks... not one glove change the whole time. That is the standard here....

Every time I go to this Tim Hortons, I place an online order for pick up. They're usually very busy and it's easier for me to go in and grab something quick without waiting long times in a line.

For the last 6 online orders I've placed, I had ordered a donut. Each and every time I approached the counter to grab my order, there was only the two drinks and no donut. Every single time, I had to go to the counter and show them my receipt to receive the rest of my purchase, completely negating my attempt to "surpass the line time" and I brought this up to them once when I received the wrong sandwich and still did not receive my donut. To this, an employee responded "I'm sorry, we're training a lot of new staff." I am well aware what it is like to work in retail and restaurants with fast food, but 6 times in a row is ridiculous. Normally, that would not be enough for me to leave an angry review, but this last visit made me feel appalled.

Today, I walked across town from my house in light rainy weather to order two pumpkin spice ice caps. When I arrived, my app wasn't working so I went up to the counter and waited for an associate to just order in person. I asked for the two pumpkin ice caps and she told me they weren't serving them in store until the 21st so I would have to order online. I explained that my app wasn't working so she looked at it and called for a supervisor to which the woman yelled from across the room "if the app isn't working I can't fix it" instead of coming to resolve the problem. The lady at the counter asked me to try and reset the app, so I sat at a table to attempt to reset it. I forced the app closed, I even reset my phone entirely and the problem persisted. I still couldn't order from the app, and the associates just said "I know the app is working because we've been receiving mobile orders all day" while having this conversation across the entire building mind you. I go there every other day and it felt like the employees (managers mostly) seem to know me at least a little but this was insulting. Not being able to get an ice cap until the 21st when it's the 18th? And I proved that I tried to order it online? It is ridiculous that they couldn't make an acception or atleast apologize for the inconvenience. Instead, I was made to feel like it was my fault and until I could figure it out, they weren't going to do anything to help. I left the building without ordering anything and am honestly contemplating never going back again. The drinks are good but don't go here if you expect customer service. The employees...

The store was dirty and the staff was very inattentive. I was not greeted upon walking in FOR SEVERAL MINUTES. I stood there waiting for staff to take my order. That gave me time to see how dirty the place was. Dirty tables and floors….I tried to ignore that. As I waited, the staff was right there in front of me, but they were more focused on getting work tasks done than taking care of the customers. When I finally was asked for my order, I read EXACTLY WHAT THE MENU SAID, which was a “Coffee mocha”. Yes, I know that’s also known as a café mocha, but I just read what the menu said figuring that’s what the staff knew it by. The server had the audacity to CORRECT ME, and say it wasn’t a coffee mocha, that it was a CAFÉ MOCHA, even though the menu clearly said - in large words right above her head - that it was a coffee mocha. I couldn’t believe that after having to stand there for minutes that I was THEN being corrected on the name of a coffee. I couldn’t get out of there fast enough. I wish I didn’t...