Tim Hortons — Restaurant in Dearborn

I am writing to express my disappointment with the experience I had at your establishment on 03/19/2024 at approximately 6AM. While I had high hopes for an enjoyable experience, I was unfortunately met with several issues that left me feeling dissatisfied. I am a regular customer that comes to tim hortons twice a day to this location 24921 ford rd in dearborn , michigan 48128 . I went today around 5:55AM, they usually open a little earlier than 6AM before drive thru menu turns on. Since I’m a regular customer that comes every day at the same time i know they are open . Today, unfortunately there was a customers ahead of me who was waiting for the menu screen to be turned on at 6AM ( not knowing they do serve prior to opening time). Previously, I was told by Manager Julia told if there is customers waiting for the menu screen to be turned on, that I am allowed to skip them if they are waiting since she knows my daily order and she will serve at a prior tim. So when i went today i did what she has informed me last time, i skipped the line and went straight to the window to get my normal routine coffee . Julia refused to help me with a nasty attitude. She was unprofessional and very rude, the way she was talking to me ( yelling and pointing her fingers at my face) informing me to go back in line or she won’t take my order. i tried to tell her that she has previously told me that i can do that and why would you tell me i am allowed too and the next day she tells me to do the opposite. She wouldn’t listen to me she kept yelling at me to go back in line, i told her im not going back since im already here and she said well you have a good day then and kicked me out your establishment . I was disappointed from the rudeness and racism. I work as a customer service too and i know we dont talk to customers at the same tone as she has demonstrated towards me. She could’ve said it in nicer way, I would have not argued, even though it wasnt my fault . This store used to be my favorite tim hortons . I spend almost 400$ a month there between me and my family . We wont go there anymore because of Julia . I would like to request that corrective actions be taken to improve the quality of customer service at your establishment. I suggest that staff training should be provided to improve the responsiveness of the servers, and that the kitchen staff be more diligent in ensuring customer service is appropriate and presented in an appealing manner. Additionally, I recommend that you consider taking a correct action to your manager Julia to improve her customer service. This is not the first incident that I had with Julia, I Also spoke my concerns to other employees at that establishment and they informed me that is like that with many minority customers who comes to that...

I recently moved so I am bit too far for a quick trip for my 20 years old addiction of Baskin Robins, so I've been getting Tim Hortons Iced Latte. I always order it with cream and sugar and there is ALWAYS sugar at the bottom of the cup but I let it slide because I can mix and devolve it myself. No biggie.

However, tonight was incredibly hot out so I had the windows rolled down with my son in the back seat. I got home and enjoyed my crappy iced coffee while looking EVERYWHERE for my sons first blanket. I couldn't find it so I was convinced he'd thrown it out the window. So at 11 pm I packed my kids in their carsests and went searching for his blanket, to cover every corner, I went through the drive thru to ask if anyone had found a blanket and possibly threw it away. The man wouldn't even open the window, just kept pointing to the register and doing hand gestures indicating they were not accepting any more money. I looked at him in desperation trying to get him to just listen to what I had to say. He walked away but passed by the window again a few moments later and I begged him to open the window so I could ask. He again shook his head no while I was trying to communicate through glass that I did not want to buy anything, but again he just walked away. At that point I thought my sons blanket was gone, call me ridiculous, call me crazy, I don't care, but I cried my damn eyes out the entire way home.

I honestly feel that if I was not a white woman he would not have put me off the way he did. He completely dismissed me, as though I was invisible. I was mortified and despondent. Though I did find my sons blanket, hidden between the couch and the wall, I will NOT be returning to this store. I will drive the extra 3 miles to Baskin Robins on Telegraph and West Chicago where I am treated like a...

So disappointed! Went to get my husband and myself coffee and my kid's a muffin and they got my order wrong. I repeated myself twice to the guy on the speaker and he said ok and repeated it back. I wanted 3 coffees and 2 chocolate chip muffins. I get to the window and mind you it's pouring rain and I hand the girl my card and she acted like she didn't want to take it from me. The first thing I felt about her was she was utterly rude. I asked her for a cup holder and thinking she would put my coffee in the cup holder cause I ordered 3 coffees (cause that's what I wanted) instead I get 2 coffee's and muffins. She proceeds to go off on the boy making the drive thru order then wants to ring me up for the 3rd coffee. I swear every time I go there I either 1. I don't get my correct order, 2. There's someone with always a attitude, 3. They want to always argue with you. I always get a large white mocha latte iced most times (but won't get it from here anymore cause they're ripping me off) and I get it in a medium cup when they aren't supposed to be served that size. It's too dark and way to strong. I know for a fact I'm rite cause the app says a large iced white mocha latte is 32oz not 20oz or 22oz. This place is going down hill fast. They're is only a few great people that work there that I love seeing and make the place good when they're there. We drove by one day on a Saturday at 8pm and they were closed. I've never seen them closed that early. But my 2 oldest children said they close early all the time. I feel management needs to get better employees and make the correct size of drinks instead ripping me or other customers off. If that's the case I'll go to Starbucks or the other Tim Hortons that never ever mess...