Tim Hortons — Restaurant in Town of Canandaigua

Usually the staff here at store #9013 (Canandaigua,NY) is upbeat and friendly, but TODAY I experienced discrimination on a new level. I'm ashamed. The "manager" (shift leader?) with heavy eyeliner and tattoos all over her arms was a complete unprofessional and should be looked at further for customer service fraud. This so called "manager" (of what?) expressed to me that my order was a BIG INCONVENIENCE to her and her 11 employees (including bakers, drive-thru & dining room) and that I "should call da number on da receipt next time ta pre-order". I ordered 6 plain bagels and 6 standard glazed donuts with a large coffee. None of the bagels I ordered were toasted or cut, I simply requested 6 of them thrown in a paper bag. The drive-thru station (which by FAR takes priority over customers standing a couple feet in front of them) has a seperate station that holds bagels and other edibles for quick service and was overflowing with “plain bagels”. In her cocky, snappy responses she condescended me as if I was a PROBLEM and I’m not sure if Tim Horton’s was built on this type of bully behavior. As a uneducated civilian in customer service and social situation awareness technique/body language studies, I would of walked away obedient and followed this old lady’s orders regardless of how WRONG and/or unprofessional she is. She even had the audacity to command “get back over here cuz’ I can’t hear you over there” as I was trying to get a look at what they had in their bare metal slots. Now, I’m back by the register where this lady can hear me, but now I can’t see what I’m ordering. Not to mention I was made to feel rushed, as if my order wasn’t being spoken fast enough because it was “mediocrely busy” at best. This wasn’t a “morning rush” by FAR…….happens to be Memorial Day.

I understand what it’s like to work retail, fast food and everything else in between, and the answer to letting out frustration because you have to work a holiday is NEVER ‘taking it out’ on paying, repeat customers. As I walked out baffled about what I just experienced after I paid and received my inconvenient order, I walked to the parking lot crossing the drive-thru lane about 10-20 feet away from the ‘drive-thru speaker’ and couldn’t help but hear the conversation taking place. The SAME OLD LADY (with tattooed arms, caked on foundation and 3 inch width eyeliner) was talking rude and being short with the car in the drive-thru! “I told YOU, we ain’t GOT everything bagels”.

This is how store #9013 treats United States Veterans? What...

Ordered a chicken wrap and coffee for lunch via the mobile app. I am not sure what is with the service here, but it is very inconsistent. I let the person know at the speaker I had a mobile app order. She said she pulled it up. This was 5 to 7 minutes after I had ordered from my home. I can certainly appreciate making orders fresh vs making them right when ordered. I get to the window and a person says to me ‘you’re the mobile order, right?’ It was 12:30pm, I was the only person in the drive up and from what I could see inside, only customer. There was no one at the counter, but there may have been customers at the tables inside. It takes quite awhile to make the wrap which was fine. But then they told me I was all set and hadn’t given me my coffee. I just don’t like feeling as if I were being unpleasant asking for my coffee as well. The associate just said “oh yeah, forgot that” and went about getting a large coffee with cream together. Not the best experience, but not the worst at...

I love Tim Hortons. However, I consistently have issues with this location specifically. 9 out of 10 times there is an issue with my order. Its rarely correct, and I never order more than 3 items, so it’s very frustrating. For example, yesterday I ordered just a turkey ciabatta sandwich with ONLY the turkey, cheese, and lettuce. I repeated and confirmed my order twice. After waiting in drive thru line for at least 15 minutes, I finally got the sandwich (assuming it would be correct since I confirmed twice so I didn’t check it). Since I was in line longer than expected I had to rush to work, then I got to work and realized the sandwich was completely smothered with mayo, tomato and bacon. This is just one example from my multiple bad experiences....