Tim Hortons review: customer service and food preparation

My husband and I go to the various Tim Hortons in our area on a regular basis (4 times per week). This morning we visited the #100578 location on 1675 Tenth Line Road in Orleans Ont. and were very disappointed with both the service and our bagels. I stood in line for almost 10 minutes waiting for a cashier to take one of two cash registers to start serving your guests. Not sure what the staff was doing other than walking in and out of the kitchen and one young lady filling up her coffee pots. It is important to note that during that time two of your customers walked out frustrated because of the wait. When it was my time to be served the young man at the register yawned in my face, said "huh" when he didn't hear one of the items I was ordering and then looked away from me to listen to what another employee was saying to another customer. After 30 seconds of being ignored, I had to say to the employee that he should be paying attention to me and what was being ordered. The second complaint is about how our bagels were toasted and the fact there were NO cheese/spinach, cheese jalapeno nor 3 cheese bagels available. Also, I ordered our two bagels double toasted and got one that was burnt almost black and the other barely toasted. We have always ordered our bagels double toasted as we don't like warm bread and 8 times out of 10 they are toasted properly. As I mentioned earlier we go to Tim Hortons frequently and have never been exposed to such rude, poor and slow service and hoping this is not acceptable behavior to Tim Horton's management.