Tim Hortons

On sun jan 26 I ordered via mobile app. I ordered 1 large coffee and 1 large steeped tea as long with a muffin. I waited till I received my pick up notification, then I waited 5 minutes before entering so they can complete the order. I went in and up to the mobile pick up area and not 1 item was ready for me. I stood there thinking they need more time and it wasnt even busy, 2 people came in ordered and were out the door. I was watching employees walk around looking lost, no one even noticed me, I had to say hello then i said where is my order, my mobile order? he just started making it, wow order mobile app and have to wait like I walked in and ordered well finally had my order. I went to vehicle and my wife tasted her tea and it tasted like water was added to it and it wasn't even full like half inch away from top. I went back in talked to manager apparently about what happened and how long I had to wait for my mobile order and now I am back in for this, she responded ( WE ARE SHORT STAFFED YOU KNOW) that was rude, after looking at tea cup she said yes unacceptable I get u a new tea. I waited a few minutes she cam back and said tea is brewing can u wait well I've been here for 20 mns now ya I can wait. I got my tea and left with a free coffee for next visit, wow cant wait to use that. This store has gone down hill the last 2 years the place is always a pig sty floors dirty garbage everywhere parking lot is a mess. I can be waiting in drive threw to order, i get to the screen, to talk and vehicle comes up to the other screen beside me in the 2 lane drive threw, orders and Im still waiting to talk and place a order, apparently this one is owned by the Jacob family from what a employee said, complaining seems to get u no where with this organization. I was a long customer at location but will not be one any more. I hope someone from head office sees this and it can be dealt with either with employees or the family that owns the Lancaster st location in kitchener ont.

On Sunday Oct. 27, 2019 at the drive thru at 526 Lancaster St. W. Kitchener, I purchased 1 XLarge coffee with 3 cream, and 1 Medium coffee with 2 cream, 1 sugar. At approx 4 pm. I gave them my rewards card I was told it was 1 of 7. But the previous purchase did not give me my free item. I also have the card # on my cell phone, and there it said 5 of 7. Today I stopped at the same location, at approx 4:30 pm. I purchased 1 large coffee with 3 cream, and 1 medium coffee with 2 cream 1 sugar. When I asked my total rewards, I was told I have 1 of 7 points. Same as yesterday. So I asked the cashier where my free item was if this is 1 of 7, where did 8 go? I've missed it twice now. Two days in a row! On my phone still 5 of 7. When I asked the male cashier about it today he said call head office. Tried to phone with no success. So hence the email. I hope to get a response, hopefully soon. Would like to at least get a free item and my points working again. My rewards card is the same on the card as on my phone. 5KNJ-1RO4-5OWG. Thank you. Colin Sturgeon.