Subject: Disappointing and Disrespectful Experience at Tim Hortons Drive-Through…read more
Today, 26th June, 2025 at around 11.45 am as part of my usual morning routine, I visited Tim Hortons for breakfast. I arrived at the drive-through, as I have many times before, to order my regular custom bagel: tomato, lettuce, onion, and herb garlic cream cheese. This is a combination I consistently order, and it has never been a problem in the past--I'm always happy to pay extra for the additional items.
However, today's experience was extremely disappointing and upsetting. The customer service representative (maybe the manager) was shockingly rude from the very beginning. Instead of listening to my request, she began punching in an overpriced sandwich that I did not ask for. I politely tried to explain that I didn't want the sandwich and simply wanted the custom bagel I always order. Despite my respectful tone, she refused to accommodate my request and insisted I come up to the window.
Once I reached the window, her behavior only escalated. She continued to speak rudely, gave me the impression that she did not want to serve me at all, and outright refused to fulfill my order the way I requested it. I calmly asked her again to please prepare the bagel with the ingredients I mentioned, and to charge me accordingly, as has been done at every other location without issue. Instead, she shut the service window on me and, while I was driving away, stated dismissively that the "menu had changed" and it was from "the authorities" that they could no longer provide such customizations.
To confirm if this was truly a policy change, I immediately went to another Tim Hortons location nearby and placed the exact same order--and I received it without any issue, just as I always have. This confirmed that the excuse given was not valid, and that the employee at the previous location simply chose not to serve me properly.
I left that first location feeling frustrated, disrespected, and disappointed. As a loyal customer who visits Tim Hortons regularly, I expect to be treated with basic courtesy and respect. I understand policies and menus may change, but there was no reasonable explanation for the rudeness and refusal to accommodate a simple request--especially one that is regularly fulfilled at other Tim Hortons locations.
I hope this matter is taken seriously. No customer should be made to feel unwelcome or disrespected for simply requesting a standard, customized order--especially when they are polite, willing to pay, and simply asking for consistency.