Tim Hortons

On 2/26/2020, i went to this Tim Hortons drive through and got the worst experience in my life. I ordered and paid for 2 combos totaling around 15$. once i got to the window and paid ; the employee handed me my coffee with a lid that was not closed. I ended up burning my hand ( pictures for proof) and gave it back to the employee. i then asked for some napkins in order to wipe myself down . she gave me 1 single napkin which was clearly not enough so i asked her for more but she was trying to hand me the coffee again that the lid was clearly not put on properly once again! i said please give me more napkins and take an extra minute to verify the lid because its still open.. the employee was extremely flustered of the situation and rushed through everything. once i got my order they demanded that i move immediately cause i cannot stay at the drive through. i then asked to speak to the manager as i thought that this should be something that should be brought up to management. Doha came to the window who claimed to be the manager on duty and she said how its illegal to stay in the drive through and that she will call the police on me if i did not move. i was so shocked that this was her response before even hearing what i called her over for. I said how this is extremely unprofessional; I didn't even get at least an apology for what happened and now you're saying you'll call the police on me? i said; if anything you guys should at least apologies and maybe offer crediting me this meal. their response was to laugh at my face when asking for a simple apology and an order that is under 15$. Doha apologized and said i cant give you your money back but you need to leave immediately. at this point, I just left and went into the parking lot to eat my meal with a colleague that i had in the car. i opened the bag and the sandwiches were so poorly made that everything was out of the bagel and the croissant. I then called Tim Horton head office to file a complaint. I got a call back from the owner john who apologized for the situation. He told me that Doha is not a manager; therefore impersonated a manager and that she was not allowed to give you back your money. he then offered to pay only for one of the meals and not both because he said that the other one is for your friend and i don't care about your friend. Regardless if his hand did not get burned he still experience this poorly handled situation by Tim Hortons! This is by far the most ridiculous answer i have ever heard by a manager/owner.He literally said how he does not care about my friend! i explained that i paid for both meals therefore i am asking for at the very least compensation for that bill. He proceeded to say how he cant and will not credit me for the entire bill. i declined his offer and called in to re-escalate the situation. it has been 3 times i have escalated to the field leadership team that has still not called me back. i have patiently waited for a callback and still no follow up. this has been by far the worst experience i have ever had with a store and management team. This is unacceptable that the field leadership team has not returned a phone call for over 2 weeks and after 3 escalations. my ticket number is z2hg9 . I am demanding a call back from the field leadership team or higher! i want a full refund for my meal and now because of all the delays from your end I would like further compensation. ** i have attached images of the burn** ( 2 in the car when it happened and a 3rd about a week after )