Tim Hortons review: Disapointment

This morning, my daughter and I visited Tim Hortons at 34325 Groesbeck Hwy in Clinton Township, Michigan. We placed a mobile order and were asked to pull ahead to wait for our food. We waited quite a while, despite there being only one other vehicle waiting in a parking spot, one Dasher inside, and one car at the drive-thru window.

When our order was finally brought to the car, our drinks were missing and there were no napkins in the bag. I politely asked if the items we ordered typically take that long to prepare because, in the future, I would choose something different if needed. The employee responded that they were doing the best they could because they were short-staffed and busy.

After she left to get our drinks, we opened the bag and discovered that our breakfast sandwiches were not hot. I went inside the restaurant, and after waiting several more minutes, another employee came forward and told me she had to remake the drinks so they would be fresh. I then asked if they could warm our food. At that point, another employee again commented about how busy they were and stated that they had already explained that earlier. The tone and attitude were extremely disrespectful.

I completely understand that staffing challenges happen and that busy periods can occur. However, that does not excuse poor customer service or dismissive treatment toward customers. Looking around the restaurant, there appeared to be only three employees working and very few customers at the time.

To make matters worse, my Maple Bacon Croissant tasted unusually spicy, as though an excessive amount of pepper had been added. I have breathing issues and am sensitive to pepper, so this was especially concerning.

Overall, this was a very disappointing experience. I attempted to address the issue through the Tim Hortons app, but I was simply directed to contact the store directly. After the way I was treated, that response was frustrating and unhelpful.

I hope management reviews this situation and takes steps to improve both food quality and customer service at this location (TIM HORTONS - 34325 GROESEBECK HWY, CLINTON TOWNSHIP MI)