Tim Hortons — Restaurant in West Bloomfield Township

my order was a medium triple triple with a shot of expresso a dozen donuts and a strawberry confetti donut cause its not aloud to be included in the dozen apparently which is fine ok...I forgot my 6 year olds 10 pack of tidbits asked if I could add them at the window which has never been a problem before they told me no I'll have to go around again Im late for work so I can't do that they said I don't know what to tell you thats what you'll have to do ok thats fine I pay and ask for receipt then they hand me my donuts and a large coffee I say thats not right I ordered a medium the one team member says as I'm handing it back to her can you keep that one and I'll make another one okay the reason it is important for it to be exact for my order is cause the taste is completely different. But they didn't let me explain that another lady comes to the window and says I made your coffee its a large you paid for a large you have a large now leave I said no I need my medium that I asked for I tried to give you the coffee back she said here Ill give you your money back now leave I continued with no Id like the coffee I ordered please. She proceeded to close the window then a young man asks me whats going on cause he needs to give the other customers their order as Im trying to explain to him and he is listening the lady says I'm the supervisor your not getting it you can leave while shutting the window and the young man saying hold on she shuts the window completely then what I can only assume is the actual supervisor or manager comes to the window and asks for me to move up if I have a problem and talk to her I said no I just need the actual coffee I ordered she said well she gave you your money back yes but I didn't want the money back I wanted my right coffee so she gives me a meduim coffee and says now go I was like really? You just said now go? She said yea what else did you want i said wiw this is crazy does this have expresso in it? She got irritated and handed another cup with expresso and said now go and have a nice day of all the times I've came to this location and I've lived here over 6 years I am by far baffled and disgusted at the way they treated us while my children were in the car mind you I had a talk with my children and explained to them to never ever treat anyone like that in their life. So yes I'm very dissatisfied with the customer service...

I live a mile from this location so I have tried really hard to be forgiving in hopes they’d be decent enough to be my regular coffee spot. Every single time I have come when they have other cars there in the morning, my order gets messed up. When I come in the afternoon before close and nobody’s there, that’s the only time the workers can seem to get my simple order correct.

Around Christmas I called to ask if they had Peppermint Mocha yet. They said yes, so I drove down and ordered the flavoring in my ice cappe. I paid extra for it and received a regular ice cappe with chocolate sauce drizzled on top. I asked why it didn’t taste like peppermint or look anything like the picture. The worker told me they didn’t have peppermint yet so they just added mocha syrup. I asked why they confirmed they did over the phone and charged me for it and he said sorry.

Today I went and ordered a bagel, paying almost $4 extra to add avocado and cream cheese. Got to work and saw it was the wrong type of bagel. I called to see if I came in tomorrow before work to get the bagel, it could be free. Owner said yes to free bagel but no spreads could be added, and I needed to bring bagel in? Not sure why I needed to keep it with me for 24hrs (they’re closed by the time I get off). Least you could do is reimburse whole bagel since you inconvenienced me.

Owner admitted on the phone “If I gave everybody the free whole product for a mistake I would go out of business” Mistakes happen, but if fixing them will make you go out of business, take your time with orders maybe? I’ve had plenty of other small incidents like them adding whip when I asked for none, but these two were the ones that left me shocked.

Will be traveling the extra few miles to Starbucks every week now. Your hours aren’t accurate, I’ve seen other reviews similar to mine, and you guys are losing way more money upsetting regulars than you would be if you just FIXED YOUR...

Regarding Tim Hortons transaction #914346 from today around 10:30am:

My drink was made incorrectly (cappachino instead of latter), but the lady helping me at the drive-thru was nice about it and remade it. That being said, halfway through my drive to work (going to work in healthcare in a busy ED), I took a sip of the drink and realized that it had tons of sugar. I had requested that the drink be made with only one pump of vanilla flavoring, or less. I called the store and explained that due to time constraints, I could not turn around, and was advised immediately, "We need the product back." I explained that I could not due to time. Then, I asked to speak with a store manager, and he replied, "I'm the manager. And the owner." I then asked if there was a contact number for corporate to lodge a complaint about the policy, and he responded, "No. I'm the owner." This makes absolutely no sense, as I had just left, and was willing to provide them with the total order cost and items that had been ordered so that they could pull that "invoice/sale" in order to refund the one item.

I was offered no further explanation, or apologies for the mishap. It is shameful that the OWNER was absolutely terrible at customer service. What's even worse, is that I offer better customer service to my ER patients, in a far more stressful situation, compared to the abysmal customer service I received today from the store owner. Yikes.

I'm leaving this 1 star review to advise others not to support this business. I'm also disputing the charge with my bank, and will be filing a complaint with corporate. We all need to be held accountable to someone, and this owner is not above anyone else.

This could have been avoided by simply refunding a roughly $3 latte, which costs pennies to make...