Tim Hortons

I worked here very briefly last year. I have over 12 years of experience in the food industry. 5 of those in "fast food." I understand the importance of ensuring speedy service. Almost every drive thru has a timer and employees are often pressured to keep the times below a certain number. However this place prioritizes the speed of service over actual customer satisfaction. It's awful. I spoke up several times saying things like "a few seconds isn't a big deal to make sure we are serving orders correctly" or "customers don't mind waiting for hot, fresh food/coffee." However management obviously disagrees. I heard senior citizens being verbally abused and rushed to complete their orders. In my experience most elderly people actual prefer to come inside, being forced to go through the drive thru due to covid is already an inconvience. Being pressured to order quickly and correctly ould be overwhelming for somebody not familiar with the menu. It seemed like the staff felt as if inexperienced guests just slowed them down. As opposed to helping them make a selection, engaging in conversation, answering questions or ensuring they have a pleasant experience staff is encouraged to rush them through the line. They go as far as screaming "next order" or "order up" and slamming the decoy coffee down so the guest in the window feels pressured and rushed. That's right they have a decoy coffee cup that is filled with paper meant to be used to make the person at the window feel like the guest behind them has food ready already and are just waiting on them. That's the "policy." It was embarrassing as a crew member to be expected to berate, rush and abuse customers. I felt like the staff had a superiority problem. If you come to their restaurant you should know exactly what to order, if not they laughed at you, made you feel stupid and probably assured that you wouldn't come back again. I am glad my employment with them didn't last more than a couple months. I've been happily employed at my new job for a year since I left there best decision ever. Speed of service is important. Some people probably appreciate that. But for hundreds of others I think that they'd rather take quality and friendliness over speed more often than not. There are other places that offer donuts and coffee for comparable prices and you get to skip the side of condescension just saying.

Came through the drive thru and ordered 2 XL triple triples and a bacon, egg, cheese bagel. Instead I got 2 XL black coffees and a bagel with sausage on it. Whoever took the order repeated it back to me TWICE and still didn’t give me the right things. When I went back through to tell them my order was wrong, they said they were training someone. Get up to the window to get the correct items and there were more than enough employees in there standing around that one person training shouldn’t have messed up the entire order. The lady at the window then asks if I ordered coffees with hazelnut. The employees here are too busy standing around socializing to get an order correct. Then they ask me for the black coffees back that they had just watched me dump out…even before Covid, drive thrus aren’t supposed to take food/drinks back if the customer had touched them. Now knowing they take back the incorrect orders, I will not be going back knowing the chance of them giving me something that someone else has touched. Gross and unprofessional.

I come through the drive through in the morning almost everyday well used to. I was always rushed my order was messed up and every time I would never get all my stuff handed to me they would yell “I’m on a timer” didn’t know a timer makes you able to ruin your customer service would give this place -5 stars if possible.