Tim Hortons — Restaurant in Town of Amherst

This is my neighborhood Tim Hortons. For the most part, the service is good and the food served promptly. I am giving two stars today due to the "attitude" of the servers at the drive through window around 8am on Memorial Day. My simple request for a bag to hold my orange juice and coffee resulted an absurd interaction beginning with blank stares as if I asked the young woman at the window to recite Shakespeare.

At first, she stared as if she didn't understand me. Once I clarified that I would like the coffee and orange juice placed into a bag as clearly as I could, she then put the egg sandwich and orange juice into the bag but left the coffee separate. I asked her to put the coffee inside the bag and she told me she was not allowed to do that. I asked why and she said it was to protect her and the customer from spilling hot coffee. I then asked for a separate bag to do it myself which she handed to me.

Now, I am finding this whole experience not only ridiculous but also annoying since from my POV I simply asked that my items be placed into a bag so I can carry them more easily and be on my way. I also perceived a subtle attitude from the server so I asked for the manager. The supervisor approached the window and said she would put my coffee into a bag (strange, I thought they were not allowed to do this). I thanked them and then handed them the bag back which they gave me a moment ago. At this point, the supervisor said she would not take the unused bag back because it was a "health code violation". At this point, I simply left the unused bag on the take out window and drove away. The supervisor picked it up and threw it onto the ground. Very unprofessional and childish. Clearly, these two servers need better training at this location. Also, if there is a policy regarding placement of coffee inside a bag, that should be clearly stated so the servers do not need to explain this to a customer who makes this seemingly...

I was just in the drive thru about 15 minutes ago. 9am on 3/2/2025. The lady who was on the headset starting taking my order, she states any food to start your order? I replied Yes plus 2 drinks. I order my first drink then she says is that all. I replied no I am ordering two drinks. I get to the window, it’s open no one comes over, next the supervisor hands me the bagel and says someone else will cash you out. I replied thank you, she walked away. I hear someone say 3 minutes at the window.. A young man comes over takes my card.. The young man hands me one of my drinks French Vanilla. A young lady with a headset set on goes to hand me the 2nd drink Large Iced Carmel Macchiato.. The drink was in a Small cup.. I said I ordered a Large. No apology Rolls her eyes walks out of view for maybe 5 seconds comes back hands me my drink now in a large cup Filled to the top with Milk. I said that doesn’t look Like my drink. She walks away. I leave. I try my drink it’s horrible- tastes like sweet milk. I get an ice Carmel macchiato every-time I go to Tim Hortons. I know what the drink should taste like.. Every-time I am at this location I feel rushed, employees don’t even allow you to finish ordering before they say is that all.. This is very poor customer service. I live around the corner from this location. I will drive further to another location. Very...

I normally don't write reviews for places but for this location in particular, I really did not appreciate the way the manager/supervisor was talking to the employees.

A very helpful gentleman that had a nice, clean haircut and professional manner saw that there was no line in the drive thru but a much, MUCH longer line forming in the lobby.

So what does a proactive, problem solving employee do? Opens the second register to take on the customers in the line.

And he does so with great efficiency. Manages to take care of 5 customers in the span of time it takes the other register to complete a ½ doz donut order.

What I don't appreciate is seeing management, instead of saying,

"That was good. Good job, or thank you for taking the initiative"

Instead yells out "What do I need to know? Why are you running around? There are 2 on the counter. I'm here now, everyone stay put."

Now, I understand that each person has a role to keep the machine running as effectively as possible, but you weren't THERE lady.

So he took initiative to make sure the place ran effectively, and for his efforts you yell?

Show some appreciation for your employees.

The Food/Service: 5 stars The Atmosphere (bc of...