Tim Hortons — Restaurant in Town of Penfield

This location is great and I've never had any issues before. Today I came though the drive thru to pick up my mobile order. I asked if this location did a pup-cup (I had my new rescue dog in the car with me and trying to give her lots of new positive experiences in the community). The gentleman at the speaker said "sure, we can do some whipped cream in a cup" and I said "great, thanks". Nothing was added to the screen where my mobile order was showing. I pulled up to the window and collected my order. The girl said "ok, and the pup cup will be $0.81". I was surprised because I've never been charged for a pup cup at other establishments and I also didn't have any cash on me. I said "oh, I didn't know there would be a charge for that, did you already make it?" And she said "yes". (At this point I would have expected an offer for them to toss the item and I'd leave without it, but she just stared at me). I said "ok... I paid on the mobile app and don't have any cash on me." She just looked at me and said "ok, it's $0.81". (Again, no offer to abandon the item that I clearly didn't expect to be charged for). So I handed her a credit card for the $0.81 charge. I feel like the business probably lost money on that with the credit card fees and now I know that when I have my dog with me, we'll be visiting a different chain coffee shop that gives them for free. Please, just train your staff to explain the cost of add-on items at the time...

I would not recommend eating here. They have so much turnover of employees. I was eating here one time and the fire alarm went off because someone put water on a panini maker. Another time one of the workers was in a hurry and made food I wasn't even going to order, they just assumed my order. This last time, I put in an order for a few sandwiches and boy was that a fiasco. The employee that took my order was very scared and couldn't tell the difference between chocolate milk and regular milk and forgot my doughnut. I had to go back to the counter to get my doughnut. Then the employee that made my food was a hot mess. I forgot her name but she has blue hair and some piercings. I think she has some major psychological problems due to the fact that I would talk to her and she would seem like she is somewhere else mentally. I had to tell her three times to make my food. She ended up making one of the sandwiches I ordered but the second sandwich I had to tell her like 4 times to make it. I just got a refund and got the managers number.Even getting the managers number was a mess. She asked me if I wanted the supervisors number or the district managers. I said the supervisors number and she gave me both. Hire better people. I am never coming...

On May 5, 2023 at approximately 6:30, I entered the restaurant and according to the sign on the door, the restaurant was to stay open until 7:00. I could hear people conversing in the back kitchen area yet no one came to the front where I was. I waited for several minutes and I finally walked out. After I drove away, I attempted to call the manager at the restaurant to explain what I experienced. The time I called was 6:46 which was while the restaurant was still open. No one answered the phone and as a result, I gave up. From a public relations standpoint, this is not good business practice. If Tim Hortons employees are not attentive to customers entering the restaurant, the result will be loss of business. Because of what I have experienced, I will never go to this restaurant again. If I did not have to select any number of stars, I would have preferred to have...