Tim Hortons

This is in reference to Case #RBZYY which was created when I called in to complain about the poor customer service received at this Tim Hortons' location on Saturday July 20, 2019 at 11:26am. I spoke to Mario at this time. On Saturday July 20, 2019 at around 11:10am to 11:14am, my brother (driver) and I went through the drive-thru.

Below is a recap of what has occurred between my complaint being made with the head office to have now spoken to the manager in detail. All in all, I was hoping for an apology from the manager and instead, I feel my complaint was first disregarded as she had said "well that's not really a complaint" by Melanie and then followed by an apology after having to explain the situation from the customer's perspective, and that is quite unfortunate. The service at this location has progressively gotten worse since we have been going to it, and felt it really does need to be addressed.

The lady serving us handed the pay machine as we were paying with credit and it appears my brother still had the card on the machine when she went "yeh yeh it's done" in a rude manner. She went to get our order and when she came back to the window, I advised her that saying "yeh yeh it's done" was very rude and she responded saying "I never said anything" and I repeated to her what she said and advised that's not how you speak to customers and she replied "I don't know what you're talking about, I'm just trying to do my job" rudely to us. We were upset and at the time did not get a receipt or the name of the individual who served us. However, I called in Saturday and spoke to Mario and advised him of what had happened. He was understanding on the phone and apologized and said he would send the complaint to the Store Manager.

On Monday July 22, 2019 at 8:34am, Melanie left a voicemail saying she was reaching out and to give her a call at 905-452-7726. I had missed the call as I was at work and heard the voicemail at the end of the day. I returned the call on July 22, 2019 at 5:00pm when I finished work and asked to speak to Melanie. The employee who answered the phone advised she was gone for the day and proceeded to ask me if "this was about a complaint or anything" to which I replied yes and asked what time she would be in tomorrow. The employee advised she would be in after 2pm. I left a message advising that I was returning Melanie's call.

On Tuesday July 23, 2019, I called back at 3:48pm and spoke to Mandeep who advised Melanie was not there. I asked what time she would be in and she said she did not know and I asked to speak to another Manager to which she replied "there is no Supervisor or Manager here right now." I asked when they are in and she advised "they are in usually 6am to 1pm."

On Wednesday July 24, 2019, I called again at 7:42am asking for Melanie to which the employee on the phone advised she was not in and that she may be in after 10am. I called back at 8:30am to see if I could speak to Melanie or someone else and the individual advised that Melanie was not in and I told them that I have been trying for a couple of days now to speak to her and she provided the number 905-454-1793 to call and see if Melanie was there. I was thankful she was able to help me with this and provide this number.

Then at 8:32am I called the number provided and got a hold of Melanie. Melanie advised she received my information as a complaint was put in however she was not provided the details of the complaint which I provided to Mario on July 20, 2019.
I proceeded to describe to Melanie the poor customer service we received as noted above and advised of what the employee said and the tone of the "yeh yeh it's done" and Melanie responded with "well that's not really a complaint" and I went on to say that that it was the employee's tone, she responded with "well I don't think she meant for it sound that way." I advised her that it could have been said in a different way perhaps that "your payment is done or has been accepted" and advised that when I brought it to her attention the employee said "I never said anything" even though my brother and I both heard her say it and I responded with "that's not how you speak to your customers" and that she said "I don't know what you're talking about, I'm just trying to do my job". I felt like my complaint was not taken seriously or validated by the way Melanie responded to it. It does not matter if it doesn't sound like a complaint, we felt we were rudely spoken to and were not satisfied with the service. Even if there was a misunderstanding, for the employee to rudely say "I didn't say anything" and then "I don't know what you're talking, I'm just trying to do my job" instead of "I'm sorry but you may have misunderstood what I said" is disheartening.

I understand the drive-thru can be busy. I too am a former employee of Tim Hortons and have worked the drive-thru and am aware of the timer but no matter how busy it is, it does not warrant rudeness to the customers in front of you. Although Melanie apologized for the employee's behavior and advised she would speak to the Store Manager and employee at that location, I felt that my complaint was not taken seriously. This is also not the first time this location has provided poor service to us as but usually in those times it was the wrong order or something was charged when it should not have been but never someone speaking so rudely to the customers.

Furthermore, Melanie asked what the order was and the day it happened and time and at the time I had thought it was Sunday July 21, 2019 and she went on to say on that your records had the complaint reported on Saturday July 20, 2019. She asked this so they could review the camera footage. I called back at 8:51am to confirm that it was Saturday July 20, 2019 as I went through my call log to confirm and wanted to ensure the complaint is handled fairly.

Whereas I'm very appreciative of Melanie's promptness to call me and address my complaint, I do not think it was handled appropriately. Now I'm not sure if anything will be done with my complaint and I'm quite frustrated with this whole experience. I have been a customer of yours for years and a former employee. I usually go to Queen and McLaughlin (400 Queen St West, Brampton, ON L6X 1B3) and will continue to visit this location as the customer service is exceptional. No matter what time or how busy, the staff is always friendly, always smiling and always get my order right.

I do hope some sort of action is taken to rectify the service so all future experiences at this location are positive for all other customers. However, I will not be returning in the future due to my negative experience. Thank you for taking the time to read this.