Tim Hortons — Restaurant in Meadows Place

To Whom It May Concern:

As a long-standing and frequent customer, I am writing to express my disappointment with a recent experience at your establishment. I have been a loyal patron for an extended period and have appreciated the service and staff, many of whom I know by name, including the manager. It is because of this history that I feel compelled to share my recent feedback.

On Saturday at approximately 11:30 a.m., I ordered a double shot of espresso over almond milk. When I received the drink, it was darker than usual, and I politely requested a small splash of additional almond milk to balance the flavor. The server informed me I would have to pay for the extra milk. While disappointed by this, especially as the cup was noticeably half-empty, I agreed to pay and proceeded to the counter.

There, a new employee quoted me a price of $2.25 for whole milk. I pointed out that I only wanted a little more almond milk, and that this price was nearly the same as my original drink. She kindly but apologetically explained that she was following instructions and that the manager had told her to charge that specific amount. The lack of flexibility and the significant charge for what was a minor request left me feeling undervalued as a customer.

This incident seems to reflect a broader decline in service I have observed recently. There appears to have been a significant turnover of familiar staff, and I have noticed a new lack of appreciation for the customer experience. My most recent purchase was not up to the standard I expect, both in terms of service and the quality of your pastries.

I hope this feedback is taken constructively. Customer loyalty should be something to be cherished, not taken for granted. While I have enjoyed being a regular here for a long time, the recent changes in both service and product quality are making it difficult for me to justify my...

Food was okay. It's okay for donuts but nothing great. They do NOT have a full menu and nothing I liked when I was visiting up north and in Canada. It's fine to stop by but no reason to go out of my way to a Tim Horton's if one of the competitors is closer.

Pay extra attention and check that you are getting what you ordered. I ordered 60 Tim bits and asked specifically for 20 of each flavor. The girl at the register asked me if I wanted mixed. I answered again I wanted 20 of each flavor. She replied, "so mixed?" I finally responded, "Yes mixed but I want an equal number of each flavor."

Since I specified 3 times and emphasized what I wanted, I did not expect to see two boxes (20 & 40) with mostly honey bits, some chocolate bits, and only 6 birthday cake bits (the 6 tucked into the box of 20). Their display case showed plenty of donut holes to fulfill my request. As far as I can tell the front display are real donuts because people ordering 1 or 2 donuts are getting their donuts from the display. For those who may snidely think I should've checked my order before leaving.. Yes, I should have checked if I really wanted to make sure my order was right. But it's the employees' job to get it right without my supervision so if I have to do the job of the employees then that means the customer service is bad.

Other than that, customer service was fine.

Upgraded review because I went back to the store and another lady at the register sincerely apologized and gave me a box of 20 bday cake Tim bits in compensation. While I appreciate the compensation, I was more impressed by...

I come to this location almost daily for coffee and breakfast and there is always an issue with food and service. Service is not good at all. Staff doesn’t understand mostly what you ask for and seemed to not care for the customers. Impolite and unprofessional is what comes to mind when I describe how they handle customers here.

Staff is always loud in their inappropriate discussions about guest experiences that everyone present can hear. Today, I heard them talk about a visit by an ‘old lady’ and it was disturbing to hear how they were berating her.

Place is almost always unclean and tabletops and seats are left dirty and unattended. Mind you, if you decide to sit and eat, be prepared to clean your table and seats. I like coming here because I like the food quality but the staff and how they are serving guests makes you feel you don’t want to come here.

Management needs to take a serious look at what is happening at this location and take serious corrective measures to ensure customers are being treated respectfully and...