Tim Hortons — Restaurant in Rochester Hills

I placed an order at 6:08am on 1/2/2022 for a total of $18.12

Show up around 6:25am and they tell me "Bad news, we just opened up and don't have any of the items in your order available. You can come back later today (unavailable) or use the customer service app for a refund."

Okay, no big deal. The weather was bad, I understand that maybe the app doesn't update what's in stock. Sure.

I contact support through the mobile app for a refund and they replied with the following:

"If you'd like to be compensated for your pick-up order, you'll need to request it directly at the store where your order was placed. The in-store staff has the authorization to provide replacement items and/or a refund for you. We here on the Digital Support team only have access to orders placed for delivery at this time and therefore do not have the power to refund a pick-up transaction. Please note that our stores are individually owned and issuing a refund for an in-store transaction is ultimately up to the store manager or owner's discretion.

As a sincere apology for the inconvenience this situation caused you, I am happy to issue you 50 Points so you may enjoy something delicious on us on your next visit to Tim Hortons."

So they are just placing the blame back at the store, claiming that it is the stores responsibility. Okay then. Time to call the store again.

Store once again claims that they have no access to the online orders - however they will comp my next meal when I come in. Look, I'm sorry but that's just unacceptable. I'm not looking for anything free, I just want the money that I paid for an unavailable service to be refunded. Store is pointing the finger at corporate, corporate is pointing the finger at the store.

I'm really not trying to be difficult here, but this is theft. I'll be issuing a charge-back due to service not being rendered and submit the info to my bank. (luckily it was paid via card).

Really not worth the hassle for $18, but honestly it's just rubbed me the wrong way.

EDIT: For Clarification - I used the official Tim Horton's app for the order. Just picking it up at the drive-through myself. This wasn't a third party app or delivery...

I have been waiting weeks for follow-up from management regarding my experience at this location. I stopped in on a day that we had a storm, and I did not have electricity, so I was hungry, slightly irritable, and late for work. When I placed my order at the drive through, I chose to ignore the carnival-eque way the person took my order said "Welcome to Tim Horton's, how can WE help YOU!" (giggles in the background). It was offputting, but whatever. Not the biggest deal in the world. Then I ordered my first item and the reply was "nooooooooo." Ignore. Placed my second item, "nooooooooo." Ignore. This happened after each item I ordered. A different employee checked me out. As I was ordering for several people, the cost did not occur to me that it was cheaper than perhaps it should have been (it's already too expensive). I get my order, and I have a snack sized sandwhich, not a full sized sandwhich. So I go around through the drive through again and I'm told they don't want the snack size sandwhich back. Fine make me a full one. I get charged again for the full size sandwhich with no refund for the one I didn't order. I was told that the employee read my order back to me. Um, maybe, but I was so annoyed at the experience, perhaps I missed it. When I mentioned my order may have been taken correctly if they weren't screwing around, I was assured that no one was screwing around, they were short staffed, and doing the best they could. I'm not sure what being short staffed had to do with saying "nooooooo" after each item I orderd. I did contact Tim Horton's customer service number and I was assured that this behavior is not up to their standards and they would be letting the franchisee, regional manager, and manager know of my experience. I made it clear I felt I deserved a refund of at least the sandwhich I didn't order. I have heard from no one. Unprofessional, argumentative staff. Unresponsive managment. (I'm not even reviewing the time I paid with cash, and they were "too busy" to count the two dollars worth of quarters I had and wouldn't give me change back. That's not how commerce works,...

I feel bad for giving such a low rating, as the staff was really truly nice, but I feel it's definitely warranted... I had a coupon on the app for a free cold medium drink and I was excited to try it, however when I placed the order for pick up (medium peppermint cold brew), I sat in the restaurant waiting for at least 12 minutes before I went up to the counter and had to ask someone about it. They had to look it up in the system, and I could see my order on the screen in the back (I have worked in plenty of restaurants to be able to differentiate between orders on those screens), and they hadn't even started it yet. It was not busy inside, and the drive through was moving quickly and was almost empty when I finally left with my drink, which makes me think they were prioritizing drive-thru instead. If I were to ever come back, I guess I'll have to remember to ask about my drink at the pickup counter immediately or else I wonder how much longer I would have had to wait before I had to ask about it anyway....

However, I will probably not be returning. The drink (peppermint cold brew) was probably the worst coffee I have ever had. I don't think the person who made it knew how to make cold brew, and since they gave me my coffee within a minute of starting, I do not think it was fresh. It kind of tastes like cigarettes, and it's so unpleasant that I am currently debating on whether or not I should just toss it. The whole time I was waiting, I thought, "it's free, so no loss if I don't end up liking it!" but truly it is almost not even worthy of finishing despite that.

*I would like to point out that the woman who helped me was the absolute sweetest and Tim Hortons should be proud of how gentle and kind their worker is to customers, she is the only reason I wish I didn't have to give this low rating. I, unfortunately, do not...