Tim Hortons — Restaurant in Rochester Hills

I had the worst experience at this location, this past weekend. The manager Julie doesn’t know the first thing about customer service and had a very condescending attitude.

I ordered a latte and was very unhappy with it. I could barely taste the pumpkin spice flavoring or the oat milk I requested. It actually tasted more like a cappuccino rather than a latte. When I expressed my disappointment in the quality of the drink, she proceeded to feel the need to educate me on what a latte consists of in a very rude and condescending manner. Now I’m an avid coffee drinker, who drinks coffee every single day. I ordered a large Pumpkin Spice latte with oat milk, that costs over $6. I think I’m pretty familiar on what a latte is.

At this point I just ask for a plain coffee instead, of which she has someone else prepare and rudely walks away. I then request a refund for the price difference, because who pays over $6 for a plain XL coffee??? She gets an attitude and tells me “I can’t give you your money back just because you didn’t like the drink.” Excuse me?? She then says I’ll have to just get something else to make up the difference. At this point I’m beyond frustrated but agree because I’m short on time. The cashier then decides (without asking me my preference) to go grab a random donut and hand it to me. I refuse and tell him there was $3 difference and a donut doesn’t even come close to making up for that. At which point, he brings Julie back over and she tells me the cost difference is not $3 and that I don’t know what I’m talking about. She then tells me I can get a refund but no exchange for the order. I’m floored because I’ve never experienced service like this. I gladly take it, she takes the coffee back and I leave.

I WILL NOT BE GOING BACK TO THIS TIM HORTON’S EVER AGAIN. Sadly, they need training in customer service and the food/drink quality is far below that of any...

My niece was having her first sleepover and had 5 girls sleeping over. I decided to help my sister out and be the cool auntie by picking up donuts the next morning for breakfast. This store opened at 6am so I was there by about 7:10am and figured I would order all the same donut so there would not be any fighting over which donut each girl could have. I asked for a dozen of the vanilla sprinkle donuts and the gentlemen told me he would have to check if they had enough. He came back and told me they did not have enough. I was about to change the order and change up the donuts and a lady came on the speaker and said they could bake some up if I did not mind waiting about 5 min. Told them I did not mind waiting, pulled up to the window and payed and they asked me to pull around to the front door and they would bring them right out. I only waited about 3-4 min before they brought out my donuts. This is the part of my experience as to why I only gave thee stars, the gentlemen handed me my donuts and said "the next time you want all the same donut you should call ahead". I was stunned and just ok, thank you. The store had only been open for an hour on a Saturday so I assumed they had enough donuts and I would have gladly changed my order but the other people I had spoken with at the drive through were pleasant and willing to help me out. If I would have only dealt with them I would have given 5 stars. I did not appreciate getting a lecture at 7am on a Saturday about donuts. Other than that the other employees were very kind...

I find myself very confused. I pulled in to the drive thru at 5:50am on Saturday 9/11. It looked like employees were still arriving to work. Google states that the hours begin at 5am?? So I supposed google could be off.

Anyway, as my order is taken around 6:05, I’m informed by the young man in the drive thru that no breakfast foods are available and it’s only beverages at that point.

How is it that a place known for breakfast, does not have any breakfast available?! I understand the short staffing etc, but, there needs to be a level of prep to serve the customer if you’re even going to open the door.

I later returned at 6:45 for a door dash pickup. The order included a latte and 2 chocolate chip muffins. I pulled up to the drive thru window. 3 employees were standing there watching a 4th clean her name tag. Three minutes after I pulled up, I was informed that they were waiting on the muffins and that it would be 10 minutes.

Granted, I have never worked for a Tim Hortons. However, I would think that management would be more concerned about getting orders out than having a committee of 4 people worried about the cleanliness of a name tag.

Please educate me on this topic as I would like...