Tim Hortons — Restaurant in Dayton

I was shocked by how horrible management, meaning Kylie, is at this location. She not only allows her staff to throw tantrums as if they are five years old and abuse customers but backs up their rude, infantile behavior by blaming the customer for management's own lack of planning and preparation. When I finally approached the cashier to ask how long it would be before my order was ready, as several people had come in after me and been served as well as customers in the drive thru getting much quicker service than I was, the employee working on the order said, "I'm only one person!" and began to haphazardly throw food items around as he was preparing orders as well as stomp around in indignation that anyone dared to question him at all. Kylie then proceeded to defend the employee stating I "was stressing him out" by asking about my order. I couldn't believe it! How you can blame customers for not ensuring there is enough staff on hand to provide the needed customer service as well as ensure you have plenty of product on hand to fill the orders of your customers is beyond me. It is not on the customer to ensure the employees have a good experience, the franchise is appropriately staffed and has enough product on hand to serve customers nor tolerate childlike behavior. It IS the responsibility of the franchise location, employees, management and corporate to ensure their customer service is of superior quality so that people want to return and spend their money there, guaranteeing the franchise remains in business. The poor cashier had a deer in headlights look. This young man was the only polite and respectful employee there and he was the one Kylie treated the worst while letting the worst employee get away with ridiculous behavior ... not only allowing him to act that way but also defending his extremely poor treatment of customers. This location should be closed permanently if they are not capable of providing the type of customer service necessary to keep customers wanting to return. If not closed, then they need to fire Kylie and any staff who follows her lead in treating customers in such a horrible manner. Clean house and start with a clean slate. One last note ... if you don't enjoy interacting with the public or you are not happy in your job, MOVE ON! Stop making everyone else miserable! Life is too short to inflict this kind of misery on yourself and others. Needless to say, I contacted corporate regarding the experience.

UPDATE - The response to my review I posted on Yelp was at best superficial and still no accountability on the part of the restaurant to which I responded:

Unfortunately, everyone in the service industry can make these same claims. However, those people who are in very similar circumstances still manage to be courteous, considerate, respectful and do not blame or take it out on customers for what is incorrectly being handled by the restaurant. I too work with the public and taking out my frustration on them would be completely unacceptable! Sadly, your argument does not hold water. Kylie still has an obligation to treat customers well and to train her staff to do the same. I will never return to this location. I live close and continued to go in the hopes that things would improve but they never did. I refuse to frequent a business that thinks it is ok to act in this manner towards anyone. And if you are wondering, I attempted to resolve this with Kylie that day. What a good manager would do is ask "How can I make this right?" Also, as a manager, you need to be able to carry the load without those who are under you knowing or seeing. You have to maintain a positive outlook in order to keep your employees motivated and happy. They (nor customers) should ever know, see or carry that weight. That weight is yours to carry. It comes with the position. If management is not treating her well, then she needs to find an employer that will. As I said before, life is too short to be that miserable and to inflict your misery on others. I stand by...

About 10 months ago I gave this place a great review. Since then there has been a change in management and it seems to have changed the service there on the first shift. The morning staff is not very attentive to your order as when food is put on an order the chances of it being wrong has increased significantly. The morning staff is not friendly, and lacks personality. However the evening staff is amazing and friendly. I would not recommend this restaurant to anyone coming in before 4pm on any day. I do hope that the owner of this franchise corrects the issues that are going on there as it was a good fast food choice for a long time. THIS TIM HORTON LOCATIONS CHEATS THE COMPANY BY NOT GIVING CUSTOMERS RECEIPTS THAT GIVE THEM THE OPTION TO SURVEY. I'VE BEEN THROUGH THIS TIM HORTONS A DOZEN TIMES AND HAVE NOT GOT A SURVEY RECEIPT IN MONTHS. IT APPEARS THAT THEY KNOW THAT I AM CRITICAL, AND I DO NOT WISH TO ACKNOWLEDGE COMPLAINTS. PLEASE KNOW THIS IS GOING ON AT OTHER DAYTON TIM HORTON'S LOCATIONS. IF THESE RESTAURANTS WANT TO SWINDLE THEIR COMPANIES AND THEIR CUSTOMERS MAYBE WE SHOULD STOP PATRONIZING THEM. THE FOOD IS NOT THAT GOOD, AND THE CUSTOMER SERVICE GETS...

If I could give this location a zero, I would. Front counter person although courteous, did nothing but stand there after our order was taken and paid for (2 coffees and 2 croissants, not that hard of an order) there was no one in the coffee shop and we still waited almost 10 minutes for our coffee, no one seemed to want to make them or didn't know what we were waiting for. Very unorganized, coffee was not that good, and when I mentioned I asked for 3 creams in my coffee, the counter person looked at me and said we can't take it back. Handed me cream, and said, the amounts are pre-measured. I'm fine with that, but it said 2 creams on the lid, not 3, and secondly all they had to do was offer to fix it. The bathroom was dirty. You have a lot to learn from your Canadian counterparts. I would never visit this...