Tim Hortons — Restaurant in St. Albans

I ordered 6 honey cruller donuts "dipped in vanilla." Thats how I said it, "dipped in vanilla." When the employee said "is that all for you?" I repeated myself. I said " yes, 6 honey crullers 'dipped in vanilla.' I know it's extra and that fine." She said ok so i thought she understood because how could she not. I said it twice, I said I know it costs extra, I said I didn't care to pay it. Etc. so if she heard any of that, which she had to because she said ok when I told her I know it's extra, then she would know it's not just the donut I wanted. I got to the window, paid and received my box of donuts. Well i started driving and for some reason I thought, "even though she acted like she understood I had a bad feeling and opened the box. Sure enough. There sat 6 beautiful honey crullers plain. I had to turn around and go back. I got to the window and a boy asked if he could help me. I explained everything in detail and told him exactly what I wanted. I explained it in detail AGAIN. "Dipped IN vanilla." He said ok then took the wrong donuts back and walked away from the window. After a minute he was back at the window and handed me a box and apologized. I said thank you and he walked away from the window. All the sudden I thought, wait a minute that was not enough time to dip 6 donuts so I opened the box. Well I have to give him a little credit, atleast they had vanilla on them but this time they were the wrong donuts! Now you have to understand that this was 3 times i had explained what i wanted in detail and they both acted like they understood. I had to tap on the window to get him back and I explained AGAIN (4TH TIME)!! He looked at me and said "we don't do that." I said "I had a feeling you were going to say that and yes you do. Ive bought them here many times before,, aithough this may be the last, im now late for work.." At this point I was getting pretty agrivated. "Could I speak to the manager please.?" And he walked away from the window. I was sitting there waiting for the manager and a man in probably his 40s opened the drive through window and politely handed me a box. He said "'m sorry, next time ask for the cook,, that's me, and I will get them for you." Him coming to the window told me a couple things. One- he's the cook, hes in the back so someone had to go ask him because he wouldn't have heard the conversation. That means the employees really didn't know that they did that,, that's lack of training on the managers part. And two- the manager didn't want to come to the window and had the cook face me. Another very poor example of a manager. I have managed many places,, you NEVER let one of your employees face something like that. You are the manager, you go to the window and apologize and hand them the corrected order your self and try to keep the customer coming back, then after you have done everything you could within reason to make the customer feel better about the situation and they drive off, you let the employees know that they do dip donuts and you apologize to them because them not knowing means you failed them as their manager. Uts not their fault at all. I've never seen restaurants ran like they...

We stopped in last Tuesday on the way through to VA to visit family then again on the way back home. I have had TH in the past mostly in Canada and was happy. This is my first visit to a TH in America and was disappointed a little. The first visit on the Tuesday before thanksgiving around 5/6pm the place was clean, and even though they were out of the donuts and timbits I like the coffee and a sweet young lady that took my order had me wait one minute while she went to the back and put together a fresh Boston cream for me which was the best thing with its fresh warm chocolate.

HOWEVER, that second visit was exactly 1 week later, the Tuesday after thanksgiving, at around 4-4:30 pm, the young blonde girl that took my order was incredibly rude. I’m looking at the menu and she’s yelling what do I want, I tell her a medium peppermint mocha latte. She is frustrated and asks again to be clear what I want. I repeat again and she says yea is that coffee or hot chocolate. I of course inform that latte is coffee and that’s what I’m ordering. She’s rude to her colleague as well who is trying to help her pack the order. I also order an iced vanilla latte both drinks I typically order from Starbucks and watch it be made. There’s no comparison in the quality of the two coffee shops. But I do enjoy the brewed coffee so I also go a box of k cups and bag of coffee. The timbits, at least at this location, are housed in a stand without a door that allows flies inside!

Honestly, after that second visit I will just stop at a starbucks bc for the price that is similar to Starbucks I expect the quality to be representative. It was not, but I understand this may not represent all locations, watching everything for drinks come from a box including premade foam is...

They somehow always get food wrong. Pastries and such are usually pretty good and the drinks quality depends on what you order. At one point we ordered an Oreo ice cap and ended up getting some strange fizzy mystery concoction that tasted like the mixed coke, chocolate syrup, milk, espresso, and who knows what else. It was genuinely disgusting. Otherwise drinks are okay or good. My brother doesn't like egg but any time we order a wrap, bagel, English muffin, etc, and request NO EGG they add egg. It's not a big deal we always take it off, but still the point stands. Another point we ordered an English muffin with sausage and cheese and they gave us a croissant with sausage and cheese? I understand if you are out of English muffins, but let us know before sending out the order. Ask if we'd like to change it. Whenever I order a farmers wrap we never get sauce, or we're missing an item on the wrap. Example: Farmer's wrap with no sauce and no bacon, sausage, or hash brown. Another time we ordered avocado on toast and we got a piece of bread with the smallest amount of avocado and so much everything bagel seasoning it was inedible. Another time we got a TOASTED bagel with extra cream cheese. It wasn't toasted and it had hardly any cream cheese. Are you afraid of the toaster? We've honestly stop going here.

In summary: I absolutely don't recommend this place, they always mess up your order and the food sucks. If you want a cheap drink this place can do. Or a muffin they're good....