Our family visits Tim Hortons A LOT, but this location always seems to have issues. They are often great from a customer service perspective (friendly, fast, etc) but for some reason we always run into issues with our orders in the drive-thru. We have had a regular tea with no cream or sugar (which is what regular means), a tea that was just hot water and no tea bags, a tea with two tea bags when one was requested, the wrong sandwiches, part of someone else's order, items missing, and finally people who cannot understand what we are asking for because of a language issue or because they are distracted while taking orders (you can audibly hear them talking to other people while you are giving your order).
The other mystery with this location is that they always seem to run out of product. I cannot count how many times we have gone through the drive-thru only to be told that two of four items are not available because they have 'run out'. It's puzzling how a restaurant is not monitoring supply and demand for regular menu items. Part of managing a business is to ensure that your supply orders reflect the demand of your restaurant. I shouldn't be told that you have run out of hashbrowns during breakfast, or that you have run out of sandwich buns at midday which are required for a large portion of your menu. Someone is dropping the ball here.
This restaurant is situated in a good location, but they really need to up their game when it comes to food service and drive-thru communication. When it comes to take out service, half right simply isn't good enough.
Oh and during roll up the rim season we had a cranky older lady serve us who informed us that if we didn't cut out the winning stub to her exact specifications next time she would refuse it. We had only cut out the winning portion (with a bit of red cup) and half the French type was missing. You could clearly see it was a winner and what we had won. Seriously, is this how you encourage people to return? We have never, in all the years we have brought in winning stubs, ever had someone be so rude. Let's ensure that all staff are keeping their moods out of the workplace because that one sour person reflects on the restaurant in which they serve.
This location would definitely get more stars if the issues above were handled. read more
