Tim Hortons

I normally don’t write reviews, but this experience was truly frustrating. When it was my turn, I didn’t step forward right away because the staff member was facing away and seemed to still be busy. I didn’t want to interrupt and thought she would call me when ready. However, she never said anything like “help the next one,” and even when I finally walked up, she didn’t greet me or acknowledge me. I ordered a Sausage Scrambled Egg Loaded Box, but she repeated back “wrap?” I clearly said “Loaded Box” again. In the end, I received a box without sausage. When I asked, she just said she misheard—no apology, no care. I decided to let it go and eat it anyway. Later, I lined up again to order a Honey Cruller, Strawberry-filled donut, and a Steeped Tea. After I told her I would pay with debit, she didn’t hand me the card machine. Instead, she turned away, chatted with coworkers, and ignored me for about 3 minutes. Then she turned back and asked me the same question again as if I hadn’t answered before. While waiting for my items, I saw another customer (an elderly man) still missing a coffee. By order sequence, it should have been his, but the staff handed me my drink instead and had completely forgotten his. She looked very distracted the whole time, constantly turning to look at colleagues instead of focusing on the line of about 10 customers waiting. Finally, when I noticed I was still missing part of my order, I said so. She silently grabbed the items and handed them over without eye contact, apology, or even a word. The entire interaction lacked basic courtesy and professionalism. This is by far one of the most unpleasant customer service experiences I’ve ever had at Tim Hortons. The mistakes, the lack of attention, and especially the complete absence of respect for customers left me extremely disappointed.