ComplaintsforTim Horton's

• Initial Complaint

  04/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Tim Hortons last week at 910 Lakeshore Road East, Mississauga, ON to get a coffee and a bagel. My coffee should have been free because I activated it. When I pulled up to the window they asked me what I ordered so I told her again just a bagel and coffee. She said okay and charged me $4.50 and after I paid she handed me three coffees of various sizes, and a bagel. I literally JUST told her I have a coffee and a bagel and she hands me three coffees of various sizes and a bagel. She apologized and refunded me $3.47 and refused to give me my bagel and coffee. By this time, my bagel is cold and I realized im still $1.05 short so I asked her for my money back and she ignored me and then I had to scream and honk after 10 minutes of being ignored for them to give me $1.05 back. I realized they also took my two free coffees plus points. The manager, **** ****** still doesn't understand my request and refused to correct the situation which is not acceptable **********************

  Business response

  09/12/2021

  Business Response /* (1000, 7, 2021/11/12) */ As discussed repeatedly with the guest, I would be happy to refund the money that was missing. I am unable to refund points to her Tim Card as that is out of the scope of my abilities. Due to the verbal abuse that my staff had been subjected to during the visit as well as the written abuse that was sent to me in email, I requested an address to send the Tim Card as we would prefer that the guest not return to our restaurant, but this request was never answered. If the guest would just provide an address as I have asked for in the past I would be more than happy to send her a $5 Tim Card that will more than compensate for both the missing money and the points. Consumer Response /* (3000, 10, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please refrain from making ********** statements. I want the funds electronically put onto my Tims card. Business Response /* (4000, 16, 2021/12/03) */ The guest has been offered a refund for her order repeatedly but seems unwilling to accept it. Her case has been passed over to our HO where they are attempting to resolve this with her through an e-gift card as she will not accept the refund from me. ******* participation in this resolution is necessary. Consumer Response /* (4200, 18, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, stop making ********** remarks. Govern yourself accordingly. I never said I didn't want to accept it - it was sent to me at 12:17 p.m. yesterday. This was after a significant amount of time spent at your store while 5-6 of your employees huddled around struggling to do the math and ignoring me, filing a complaint with head office several times, escalating the complaint to BBB, further emails back and forth to the President and the store owner under the Franchise Agreement and making threats of legal action. The instructions, sent by you which I trust you read, says I can print and use it. There is no "accept" function. Think before you speak. I will use it sometime in the future when I feel like it, as I don't see an expiry date for use of same.

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