Tim Hortons — Restaurant in Town of West Seneca

I used drive thru to purchase a medium cafe mocha w/whipped cream and espresso with a donut. Pay for my order (approx $7-8) get a med mocha with a flat lid. I get whipped cream on every Tim’s drink I get, so I know they are supposed to come with a domed lid. I hadn’t pulled away yet, maybe pulled forward an inch or two and say “excuse me, this is supposed to have whipped cream.” The worker says, “no it doesn’t come with it anymore.” And tried to explain how it doesn’t get it but I explained that I paid for it and espresso. While another worker gave me a look and put the whipped topping on, the woman working the window says almost verbatim “I’m not a picky eater, usually if someone screws up my order I just accept it and don’t complain.” And gave me a pointed look insinuating I should have accepted that they screwed up my drink even though they charged me for what I ordered (the whipped cream and espresso were near equal to the cost of the mocha alone.) The woman who was getting my whipped cream forcibly put the domed lid on my cup, causing a crack but still handed it to me which led to my first sip spilling on me, and the drink undrinkable until I got to my destination and switch cups. What made this experience even more memorable is that they even forgot the espresso. So I paid $6 (ish) for a drink which was made incorrectly TWICE and then I was told to just accept it and move on by the worker who screwed it up. This is not the first time this has happened, and I’m sure I’m not the only one this happens to. If it were not equal to the cost of my drink, I probably would have “just accepted it” but this is whole experience has me speechless and confident that I will NEVER go to another Tim Hortons that isn’t my regular location. Atmosphere and food get higher stars because it’s all the same frozen mediocre food no matter which location you visit. It’s the employees and experiences of the locations...

Really my review is regarding female workers in the Drive-Thru and one that was working behind the counter I could see from a distance.....10/14/23 5:25 p.m. her tone to the drive-thru speaker with short direct not pleasant whatsoever just tell me what I want to hear and move on is what I thought, I pull up hair below the shoulders freely flowing no hair net no hat nothing tied up the girl behind the counter red hair like painted red, free flowing nothing tied up I asked the girl at the window window "excuse me, aren't you supposed to wear hats with your hair up for food safety?" She replied, " yes we are but I've been here 15hrs and i dont feel like doing anything with it right now!" I replied " I don't really care how long you been working here but if you're handling my food or my drinks I don't want your hair in it I work in food at stores and I know the rules. The only time I've ever got lit from young people in drive-thrus is from women or maybe I should say girls the guys are usually very good or they're just quiet and don't say a lot but decent service the minute this particular Tim Hortons has been really good when I've gone through the three times now females at the window are God-Awful and the owner's going to pay the price cuz I'll drive out of my ( others probably will too) way to not come to this Tim Hortons anymore. May I recommend a ring camera system or something like that that would be cheap and you could log on anytime and see what your workers are doing. You can't fix it if you...

Donut was good and so was coffee. Counterperson polite and efficient. Problem is with the restaurant manager. Each of the last three times I have been in here she has been shouting orders to employees and criticizing them loudly and rudely for all customers to hear. This is annoying; it ruins the coffee break experience.

Today she went berserk: a woman came in and QUIETLY claimed drive thru got her order wrong. Instead of just giving her another coffee done the way she wanted it, manager shouted at her that she and staff NEVER SCREW UP ORDERS BECAUSE WE REPEAT THEM TWICE. This went on for ten minutes; it got so bad another customer had to intervene to try to diffuse this thing. He did all he could, and I don’t know he made out because I and couple other customers left for Paula’s Donuts, a quiet shop a half mile down the road.

Question for franchise holder: did this have to happen? Why not just give the customer another coffee? Did your manager have to turn a three-dollar dispute into a point-of-honor verbal war? Four days of her bad behavior is four days too many. I won’t be back. Paula’s may be more expensive, but...