Really bad experience at Tim Hortons
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I am not much to want to waste my time in submitting a complaint about a restaurant that I have visited. But the experience was so bad at the Tim Hortons I went to today that I had to send the following complaint about customer service to their website.
“Having Never been to a Tim Hortons before I thought let’s try this place they seem to have a lot of them. The experience was horrible to say the least. I felt like I was haggling with a local used car sales man just to place my order. Then after we get our order started I am told that what I ordered isn’t available. To top it off what I changed my order to to suffice the “supervisor’s” inventory, they still didn’t make it correctly. I will most likely never visit a Tim Hortons again, and will make sure I tell people in my sphere of influence about this horrible place. I am not sure what your specialty is but customer service is not even on the list.”
What experiences have you had with Tim Hortons? Are they similar or did I just have a really bad experience?
One Comment
Thirteen
August 15th, 2011
at 9:46am
I received two follow up emails. 1 from corporate and 1 from the acting general manager of the site I had this experience with. I will list both emails here as I think it is important to give their responses:
From Corporate: wrote:
On Wed, Jul 27, 2011 at 5:35 PM,
Dear [Thirteen],
I would like to thank you for taking the time to contact us at our Head
Office regarding your recent experience at our location at 1685 Grand
Island Blvd in Grand Island, and I apologize for any inconvenience that
this may have caused.
At Tim Hortons, we take great pride in our fast efficient service and the
high quality of our products. We have very specific training procedures in
place for all aspects of the operation, including guest services and we
become very concerned when we are advised that we have fallen short of this
mark. I have forwarded the details of your email to Joseph, the District
Manager for this location. Joseph will be in contact with the Restaurant
Owner and together they will review this incident with the staff members
and management of the location.
[Thirteen], it is through feedback from valued guests, such as yourself,
that we are able to continually improve our level of service and quality of
our products and we thank you for giving us this opportunity.
Kind Regards,
The TDL Group Corp.
Caroline
Guest Services Representative
From the store itself:
On Thu, Jul 28, 2011 at 7:38 AM, wrote:
[Thirteen],
My name is Mary Ann and I am the acting Gen. Manager. The experience you had is not what you should expect from the G.I. location and I am very sorry for any inconvenience that we have caused you. Please stop by Mon – Thurs 5:30am – 3:30 pm and just ask for me so I can fix this situation. Thank you for your patience and I look forward to meeting you.
Mary Ann Thomson
Assistant Store Manager
Tim Hortons
1685 Grand Island Blvd.
Grand Island, NY 14072
Phone: (716) 348-9163
I responded to both emails similarly but to condense the comment I will only post the response I gave to corpoarate here:
Caroline,
Thank you for your response. I have been contacted by the local store, however the request that I come in and meet with the owner/manager that they offered can not happen as I am now back home in California. It is unfortunate that Tim Horton’s had but one chance to get it right and they failed. There will be no further chances for me to visit any Tim Horton’s as they do not exist in my area. All though Tim Horton’s has lost the chance to have me and my family as a regular customer, my intent to advise corporate of the situation was to (A.) see if I received a response; and (B.) to help you make corrections so others would not suffer the problems that my family did. Both of these items have at least been reviewed by management, and it will be up to management to make any necessary changes.
Again, thank you for your response,
[Thirteen]