We typically go to one of our local Tim Hortons very early in the morning (between 4 - 5 am) We very rarely get good service but as it is the only location that is open that early we continue to go to this Store. Every morning we have to wait while the previous customer not only orders but recieves thier order before the next customer can place an order (this is either through the drive thru or at the counter). This could be because there is only one person on Drive- Thru. On this particular occasion I was waiting at the window when the employee turned to another and swore, it's not that I have never used such language, but I don't expect profanity from a representitive of such a family company. I work in the customer service industry and if I treated my customers with the disrespect and discourtesy that this morning staff does on a regular basis I woudn't expect to be employed long. I woulnd't complain if I had good service overall. The least they could do is say good morning and please or how about have a good day. Thank you for your attention to this matter.
Loyal Customer,
Tammy

A very mild complaint: When I order a TOASTED bagel, it's because I prefer it to be toasted.When I order toasted products during busier hours, I find that my bagel is barely toasted. By barely I mean slight toasting on the edges and NONE in the middle. I understand the need to move orders along, but if it is such an inconvenience to properly do what your menu offers, simply don't offer it anymore.

Ordered a breakfast sandwich inside as drive through was busy. Waited 15 minutes for sandwich, after that all counters were free and there were no customers waiting besides me. Went up to the cashier and asked about it. She went to investigate and asked the sandwich girl if she made it, she said she did, so the first response of the cashier was that I must have taken it already. I didn't. Since I already "took it", they would not make me a new one or give me a refund. Yes I wanted to rip Tim Hortons off for a 2$ sandwich. Jeeeez.

I work for a Tim Hortons store and for the most part I am content with the job. But I feel there are a few things that need to be addressed to the grouchy customers who never seem to be pleased. I hate my job when people like that come in, and yes, I fume about it for a few hours after you leave.

In my opinion I give excellent customer service, I am nice to all the customers even if they are yelling in my face I am fairly good and getting orders right but sometimes I make a mistake and have to fix it. I think the mindset of some customers is that "server" means "servant" and we have to cater to your every single need. That if we don't get every demand they have in a quick enough time or as perfectly as they want it that they have the right to scream in our faces or call us "stupid" or say we "can't do anything right". To people that say that kind of thing to ANY server is just wrong. We aren't your slaves, don't treat us like slaves.

If there is a line up that is moving slowly in the store, usually the employee is just as pissed off as you are because usually a slow moving line means they are working alone and understaffed (not their fault). They are under pressure to take the order and make the order for each and every customer.. and a lot of the time the order is fairly large with donuts and drinks included. Funny thing is, people in the line usually aren't sympathetic for the employee, they just think that they are slow and stupid and can't get the job done. There are times where I have been bombarded customer after customer by complaints about how slow the line is moving and have had insults thrown at me. After a few hours of this, do people really expect the employee to be happy-go-lucky and ready for the next a**hole to scream at them?

Last thing I want to address is the abundance of customer complaints, and scarcity of comments. For my store, we are probably the fastest, cleanest, and nicest in the province, yet we still get more complaints than comments. I think the reason is that good customer service doesn't get you any reward or respect because the ONE time you have a bad day, or something happens, that's when people take the time out of their day to write a comment and send it to head office. I am sure that for most customers their experience has been a good one. If people want good service they should reward the employee that gives them good service. In my opinion that would motivate them to keep up the good job. Or at the very least, give them constructive criticism.. like "I think that your store could be a little bit faster if you..." "I like your coffee but maybe you can change..."
Don't just be like "I was in the line forever! Your employees are so slow".

Thats the end of my rant... my job isn't all that bad, because there are the few regular customers who are always nice and respectful who make my job worth it.

I ordered a hot chocolate on my way to work (12 hour shift) and didn't drink any until I got there. When I took a sip, I came to find that I just had chocolate flavoured water. The hopper was empty and the employee filling my order didn't even notice. Since it's a 15 min drive to work from the Tim Hortons I could not return the order until my shift was complete. (I cannot leave the property on lunch breaks either) So I threw the stuff out not giving it a second thought.

Once my shift was complete I returned to the Tim Hortons I had purchased the Hot Chocolate from and told them what had happened. The girl behind the counter asked "did you keep the cup?" I replied I had thrown it out at work and did not keep a dirty cup for 12 hours. She informed me that I must keep the cup and "Hot Chocolate" to confirm that indeed I had recieved a bad drink. I told her it was impossible to keep a full cup of dirty water for 12 hours where I work.

Needless to say I did not recieve my money back nor did I recieve a replacement hot chocolate.

Never returning!