Tim Hortons — Restaurant in Town of Cheektowaga

Customer Service 101! I wasn’t given a receipt so I hope management reads this. I’ve been away from Buffalo throughout the entire pandemic and made it my mission to go to Tim Hortons for breakfast while home. Well not only was the women taking the order unfriendly she also seemed to miss the day of training where they go over customer service.

I placed an order for 2 croissant sandwiches and doughnuts. As I’m pulling my card out she tells me they are out of croissants, I say, no worries, I noticed a line forming behind me so I said, please cancel the order and take the young mans order who is behind me. (Since I wasn’t just ordering for myself I needed to check to see what alternative my girl friend wanted) Once I got that together I stood at the registered waiting for her to acknowledge me for about 3 mins.

She then turns around and looks at me. I say, “I’m ready to place my order now.” I then proceeded to order two of the same sandwiches only with bagels and while ordering them I ask her “do you know the wait time for the Croissants?” She then looks at the oven and looks back at me and says “I don’t see them in the oven.” I say OK, and I proceed to order the donuts. I then double check to see if the bagel will be toasted and if I could have butter put on them. She doesn’t acknowledge me asking if there could be butter on them so I asked again “may I have butter on the bagels as well?” She then says abrasively, “already added the butter!” I say OK, thanks, she gives me the total and I pay.

Then she asked me would I like the donuts in a bag? I say to her “can I please have them in a box because the frosting on the donuts typically stick to the bag and it’s just a mess when it comes time to eating the donuts” so I just wanted them in the box. She then tells me that the boxes are for six or more donuts. So then I just say “OK, well I just don’t prefer them in a bag,” she walks away from me, grabs the box for the timbits and pretty much stacks them in the box.

While I appreciate her solution oriented response I wish she could’ve just communicated a little bit more with me as to what her plan of action was. I don’t think that was asking too much but I do think that walking away in the mist of a conversation is rude. She then hands me the box of donuts I checked him just to make sure that they’re not like hitting each other and rubbing against the wall of this box then I separate them and then walk away. I wasn’t given a receipt she told me to walk down and get the rest of my food and that was it. I say thank you and head down.

You know that feeling when someone is trying to rush you through something, unnecessarily, and then you are talked to ask if you are a burden! That’s how this women came off. I wish I knew her name but she was working at the counter on 4/2 at 12:15pm. I’m not sure if she was having a bad day but unfortunately she could be the reason that people not only come inside but people...

So I have been going to this Tim Hortons for years and you have some really nice employees and I would go 4 to 6 times a day and most of the employees know me very well and I went there tonight and asked for a LG hot steep tea and a LG coffee and the guy came to the window and told me that they were out of tea and when I asked him to make a pot they told me no cause they were closing at 930 and I get that they close early but they still had a little over an hour left before closing time they could have made a pot which would have taken a whole 6 minutes I could have waited but they told me NO I was so pissed cause I have never had a employee that mean and nasty since I have been going there. So I think it's time I found a new tim hortons and I also thunk that the employees should get more training in customer service and treat the customers with respect and do your job the right way or just quit. Also I would like to state that they weren't to busy cause the one girl that was working was on her phone not sure what she was doing but that is really freaking...

This is my go to Tim Hortons in the morning, it's convenient and around the corner. I go there often and usually people are great. And if you go there often like most you've used the coupons that come in the mail. You'd also know the little plu code in the corner of the coupon rips off sometimes by another coupon. This usually isn't a big deal because the code are always the same. Today I was told by a manager to "rip the coupon more carefully next time" as they wouldn't accept it because they couldn't clearly read the code. This manager (larger man) really lacked customer service skills and social skills as this situation could have been handled better. It wasn't even the rudeness that bothered me it was the lack of an answer because I've never had this problem before but they threw away the coupon and told me it was no good. Not because it was expired, not because they didn't know the code but because the bottom half and the 3 digit code wasn't...