Tim Hortons

So I don't normally write reviews, but a chain of events at this Tim Hortons this evening led me to really want to write one. There was a recent coupon sheet sent out to everyone in the mail and so I figured I'd take advantage of the Chipotle Wrap Trio for $5.49. After having presented this coupon at the cash and placed my order I was informed that there were no potato wedges left - no problem here. The cashier, using his brain power and positive customer service skills allowed me to pick a substitute, so I chose a croissant - no problem here. I pay and everything seems fine....UNTIL from the depths of the back of the store, a disgruntled and confused "store manager" comes out and immediately questions the sanity and decision making of the cashier for processing the order. First she believe he put in the wrong coupon, and is quickly corrected by myself, then she harps about the fact that the price should be higher AND THEN she has the nerve to say that because they were out of potato wedges, the cashier (who was CLEARLY a new staff, with 0 support at that time) should have simply told me that they could not let me use the coupon. There are multiple issues with this: 1. A croissant is $1.59 (not including tax) 2. A order of potato wedges is $1.99 (not including tax) 3. The store manager argued with me over a transaction that was their own mistake. Mathematically speaking, I don't think it's terribly difficult to see that there is a clear $0.40 difference between the two items, and I was completely content with taking the lesser valued one in exchange. I can understand that this floor manager is clearly incompetent in understanding the logic behind customer service, and the fact that anyone is capable of making mistakes, but to have the audacity to express a form of disappointment and clear disgust towards her colleague was simply pathetic. This review is incredibly long and most likely won't be read but if it does, I sure hope that the cashier who served me does not get fired over making a decision that should have been made 10 out of 10 times in any given situation. In contrast, that "store manager" (who I'm assuming is only a "floor manager") needs to be re-evaluated. This absurd use of power due to being considered a "manager-level" at Tim Hortons is a pathetic display of how individuals feel superior to their colleagues and should not be tolerated. All this to say that the wrap that the cashier's friend made was pretty good, so my one-star rating (which is one star too many) goes to him.
1 7 years ago (12-01-2018)

My favorite coffee shop! French Vanilla and ice caps are the best! I would love it if they open 24 hours everywhere though
5 7 years ago (10-04-2018)

I've never had an issue at this Tim Hortons, staff is bilingual and friendly manager is a really cool person. Despite Facebook posts bashing Tim Hortons in general, I can tell you the food at this location is always fresh the staff is always friendly and helpful. Establishment is always clean especially the washrooms very impressive!
4 7 years ago (13-03-2018)

Horrible service! Ordered a yogurt and they did not have. Ordered 2 sandwiches NO CHEESE and both had cheese! They couldn't even give me the right size coffee either. Not one item in my order was correct. Pretty pathetic!
1 7 years ago (15-04-2018)

Bon café latté
5 7 years ago (02-05-2018)