Tim Hortons — Restaurant in Eastpointe

Today I dined in to read some news and answer work emails. The lobby is always clean and the local news is on. A gentleman who frequents this store- for the THIRD time that I've personally experienced- came in after ordering through the drive thru to complain about his drink. He orders a mix of hot chocolate/coffee/whipped cream one or more times per day. I know this because I've heard him complain about it three times in the past year. The pre-determined ratio of hot chocolate to coffee he had in his mind was not to his liking, as he explained to the woman behind the counter. She explained she made the drink traditionally as she was trained to make it, to which the man replied "I come here all the time, everyone knows how I like my coffee". Which got my attention. It's an absolute statement that demonstrates a sense of entitlement. She replied if he had requests for alterations, they would need to know this during his order. He claims he did make that request- which he repeated again in the lobby. It's possible he did t and it got lost in communication at 9:15am when this store is as busy as it gets. She apologized for the coffee being incorrect and hurriedly asked how he'd like his new one made. His verbatim response was "I need to speak to a manager. I don't want you making my coffee, and I don't appreciate your attitude". Fact- the woman gave him zero attitude- she was simply trying to fix whatever his perceived mistake was and get back to the busy drive thru. Mixing hot chocolate/coffee/whipped cream does not require a manager's hands. Anyway, "I don't appreciate your attitude" is a phrase that- as a manager in the hospitality and tourism industry- I've heard guests use toward my staff for 11 years just before they demand something free from me. Now, I don't know the girl behind the counter, but I know the location and everybody's been friendly to me. "I don't appreciate your attitude" is one of the most confrontational phrases one can use toward a service industry worker: it's accusatory, based in belief (not facts), and doesn't allow for a constructive response. My usual line of questioning is "what words did (my employee) say that offended you?" and the generic response is "they just gave me attitude". That's what I watched occur here, for the thousandth time in my life. In this moment, I had the chance to support a worker who I felt was being mistreated by a customer. When the man demanded someone else make his drink, I said "they'll be the same ingredients in the same cup sir, nothing will change if you pull someone else to make your drink". His response was "mind your business". My reply to that was "we're in a public restaurant and you're being rude to this girl, it's everybody's business since you're making it so". He then said "I'm waiting for a manager, you should mind your own business and F**K OFF". It was at this point I turned around, looked at the small man, and asked him if that's a request he'd like to repeat. As the manager came around I hurriedly stood up, knocking over my own coffee in the process, and defended the worker while trying to explain this man told me to "F-Off" in their establishment before they gave him the free coffee we all knew he walked in to get. Another kind fellow patron put his hand on my shoulder and reminded me the guy wasn't worth my time and we left. I came back hoping to clean the mess I made- they refused to let me. I apologized for adding to the drama. They thanked me for standing up for their staff. Bottom line: this place offers great service, even if you're a terribly rude confrontational person who complains about a ratio of hot chocolate to coffee nobody else cares so much to...

Food is on par, coffee strength & service can be hit or miss.

I'm here many mornings and leave satisfied with my order, but more often than not I am unhappy with the attitude of the employees. I have had bad moments, of course orders go wrong but they should never hesitate to fix it; however I've learned if the manager isn't on the floor they will sometimes attempt to convince you that you ordered wrong and are stuck with the consequences.

I've also come to understand that many of the menu options are unavailable within the last few hours of operation for the day; I understand the employees are eager to finish the day but its very unprofessional.

I witnessed a physical altercations between employees once, they had been bickering prior and the fellow staff was encouraging of the rising tension between them.

Another instance where I had to get my sandwich remade (which as often of an occurrence as this is, I am still polite and respectful) and a separate employee who had been standing to the side behind the pastry display starting loudly complaining about people, which unbeknownst to me at first but I was actually the target of her pessimism; on my way out she said "If I ever see you on the street, you better run." to which I could not fathom nor get her to respond as to what I had done wrong.

I called on multiple occasions to get in touch with the manager but the assistant manager claimed he was busy, usually in a meeting or assisting...

*They will mess up your order then lie about service I ordered the Gingerbread Latte (L) and got a Large Black coffee instead. Once I got to my destination I discovered this but didn't get to go back to Tim Hortons till after I was done. When I went back the Manager was zero help and the counter attendant (teen girl/18ish) swore up and down that no order was placed within the time frame or DAY of my order I gave when asked. I went through the drive-thru and my order was taken by a teen boy. Who I remembered clearly and he was watching me the entire time I was speaking to them. Of course she didn't deal with it. They made me feel as if I was trying to get a free drink when I wasn't. I brought the FULL cup back. I used cash and I know and would never pay over $5 for a Large black coffee. Especially one that isn't even great. I would have provided a receipt but the guy didn't give me one. On top of it while I was talking to the 2 girls they then walked behind a wall to talk, came back and asked which number I called because I did call and spoke to a woman who then passed it to a guy that took down my name and number. So... in the end I should have went with Starbucks in the first place. Make sure you check your order before leaving the parking lot....