Business ProfileforTim Hortons

Worst customer service at 200 Wellington street, Toronto

I wanted to clarify the situation that happened to me this morning at my local Tim Hortons.

I have since been credited (via tim hortons points) from your digital team, for the breakfast sandwich.

This goes beyond the sandwich though.

I ordered my coffee and breakfast sandwich via the Tim Hortons mobile app. When I arrived at the location, at the mobile pick up counter, there was an order of a coffee and a sandwich with the name Jake on it. I know this because I walked up to look and see if it was mine, clearly it was not. So I stepped back and waited for my order top be put on the counter. And I waited. There were about 8 other people standing waiting for their items. Then a coffee was put on the counter, I walked up and looked at it, and it said Joelle. So i then stepped back again and waited for my sandwich to show up. And I waited, then I walked up to it and asked the person behind the counter if they knew when my sandwich would be ready. The woman making food came over and slid over 'JAKE's" sandwich and said 'this is yours'. I said "oh, could you make me a fresh one please, this one has been sitting here for awhile' She said, 'no, this is yours, I just put it there' I said 'no, it's been there awhile, could you please make me a new one?'

By now, the male manager/owner was standing beside the woman and they were speaking French to each other. He said to me 'this is yours' I said 'it was with Jakes when i got here, awhile ago, could you please make me a fresh one?' He said 'that's impossible, it was just put here and it's still warm' I said again, 'could you please make me a new one, it's been there awhile' he said 'that's impossible' and he is now talking again, in French to the woman who made said sandwich.

I grabbed my coffee and walked away..as I was walking away, he yelled 'OK, WE'LL MAKE YOU A NEW ONE'
I kept walking and didn't turn back.

This is not about the sandwich, this is about the embarrassment, ************************** of this whole event.

I just wanted a fresh sandwich and to be on my way. Why would I make any of this up over a $3 sandwich?? And to argue with a PAYING CUSTOMER over a $3 sandwich is unheard of.

And for them to stand there and argue with me about this is completely absurd. And to speak to eachother in a language that I have no idea of what they are saying....WOW

I hope you rectify your customer service at this location, I will never know, because I will never be back