Tim Hortons

When a customer wants an ice cap with a particular shot of flavour, they are not to be charged for the price of ex. A pumpkin spice cap with whipped cream (regardless of whether you select no whipped cream). There is a difference in the pricing! In all my years of working for Tim Hortons as an employee/supervisor, I have never been more disappointed in this store. Overcharging a customer who frequents Tim Hortons stores multiple times a day is not customer service! This is the experience my close friend had yesterday, and she called me out of frustration because she had never experienced this before. The employee informed her that the manager said it's the policy. I feel for this employee in the position because this manager's policy is going to result in customer's going elsewhere. It's sad when management doesn't follow proper policy as well! My friend doesn't want reimbursement, but merely feels that management should know the policy when running a store.