Tim Hortons review: service

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.