NO ONE GO TO THE Tim Hortons on Sources Boulevard and Hymus (the one attached to the Wendys). This is the second day in a row I and Foster receive the worst customer service and 3rd time in the past 3 months. Yesterday: Foster and I went to the drive thru at 7:39am asking for a Small Ice Cap made with milk with Oreo Chunks inside of it WITHOUT any whipped cream. (Due to the fact I dont want the whipped cream). The gentlemen then charges me for the new Oreo Ice Cap. I then told him that I didnt want the Oreo Ice Cap but instead I wanted a Small Ice Cap made with milk with the Oreo Add on. Meaning just charge me for the Oreo chunks and not the whipped cream. The gentlemen tells me thats how they do it here and they need to charge me for the Oreo Ice Cap even tho I did not want this (more expensive). I asked him why he couldnt just charge me for the Oreo chunks inside the ice cap and not the Oreo ice cap, but he told me thats how his manager wants it. So I just drove off and decided instead to go to the one up the road (The Tim Hortons on Hyman and Sources). Foster and I went to that location and they did the same thing at first but I told them I just wanted Oreo chunks without whipped cream and without hesitation they ONLY charged me for the Oreo chunks and not the whipped cream. I explained to the gentleman at the drive thru what just happened at the previous location and he told me this wasnt the first time he has heard complaints that location. I decided to call the store manager and I spoke to him at around 5:55pm and explained to him what had happened earlier during the day. He physically went to the cash to see if the Oreo option did exist and he notified me that yes in fact it was on the cash and that it was a 25 cents charge (meaning it was possible to just charge me for the Oreo chunks and not the whipped cream). He apologized to me for what had happened and told me he would notify his employees. So Foster and I decided to go to the same location this morning at around 7:36am (Sources and Hymus- Attached to the Wendys) just to see if I would have the same problem. I ordered my Small Ice Cap made with milk with Oreo chunks inside without any whipped cream. The gentlemen named Ted told me he had to charge me for the Oreo Ice Cap. So I explained to him my situation (from yesterday) and told him I spoke to the manager and he told me that I could just have the Oreo chunks without the whipped cream. He then told me to drive up to the window so he may speak to me. So I drove up to the drive thru window and the employee called Ted told me that this is how they charge it here (they wanted to charge me for something I didnt want). I explained to him he was able to just do an Oreo chunk add on which comes out to 25 cents because I didnt want the whipped cream. He told me he cant do it and this is how they do it here. I told him his manager spoke to me yesterday evening and that I would be able to just add Oreo chunks. ***THIS IS THE PART THAT I COULDNT BELIEVE MY EARS** A woman then appeared at the window and told me that she was the store owner. I explained to her that I have been at 5 other Tim Hortons locations in the West Island and that they have only charged me for the Oreo chunks and NOT whipped cream (in other words they charge me for a normal ice cap with Oreo chunks and not an Oreo ice cap). She then AND I QUOTE Hi Sir, this is my store. This is how we do it here. If you wanted a Ham and Suisse sandwich without lettuce, tomato or Suisse we would still charge you for a Ham and Suisse sandwich. I asked her why she wouldnt just charge them for bread and ham, but she insisted that they would charge the customer for a ham and Suisse sandwich. I couldnt believe my ears. I thought I was at Tim Hortons. I thought customer service was their number one priority? How could she say she would over charge a customer for something they dont want? Thats almost saying that if a customer wants just plain bread with peanut butter, that shell charge then for jam since it only makes sense to have peanut butter with jelly instead of peanut butter on its own (even though the customer doesnt wish to have jam). I am shocked that this owner is still in business if this is how she charges her customer. I have never earned such a lack of hospitality and customer service when asking for someone. No I was not asking for the most difficult thing in the world, all I was asking for was to pay for what I want and not want she wants. I understand that she has a business to run but since when has over charging a customer for a product been part of the values Tim Hortons cherishes? Do you see any Tim Hortons commercials that say Hey come enjoy freshly brewed coffee at Tim Hortons! The way you like it but if its not the way we want it well charge you, have a great day. What I can tell you is that I guarantee you this is not the kind of image they represent. I have previously managed 3 Tim Hortons in the heart of downtown and I have NEVER charged a customer for something they did not want and if the customer requested something I did it (within the Tim Hortons regulations and health policy) without hesitation. You can bet yourself that I will be contacting Tim Hortons head office to notify them of what happened and I will notify EACH AND SINGLE one of my friends, family and co-workers to NEVER go to this location and to take their business to another Tim Hortons location. I still cant believe the words that came out of the owners mouth and she acted like it was justified. Besides the incident from yesterday and today there was also another incident from a couple of months ago. I went into the Tim Hortons with Foster and ordered some cookies. When the manager spoke to me, he kept speaking in French even though I would reply and ordered my food in English. I told the manager that I was English but he brushed it off as if I never spoke. I then received the wrong product so I explained to the employee who replied and only spoke to me in French. I asked him if it was their policy to have a manager who would only speak in French and would be so rude to a customer. He told me his manager was learning English and that I needed to relax. I then explained to him what I wanted since I was given the wrong item but he had no idea so he just starred at me. He then made me speak French (didnt forcibly make me, just didnt answer until I spoke French) then he all of a sudden understood what I wanted. The manager was also very disrespectful with the way he was talking to his employees. I dont want to sound rude but I also thought Tim Hortons policy was customer service, meaning you should speak English to an Anglophone customer. Listen I am bilingual so speaking French is not a problem but if I speak my mother tongue of English and you cant even acknowledge me in English I find that disrespectful. I was at a location in Richelieu and I realized the employee serving me was having a difficult time responding in English so I spoke in French to help her. She at least acknowledge that I was English and didnt treat me like I was a minority. This location is probably the worst location I have been at on the Island of Montreal. Owners who over charge customers, managers who refuse to speak English and who are rude to their employees, and employees who are rude to customers. All I have to say is I hope you read this story and I urge you to NEVER GO to the Tim Hortons location on Sources and Hymus Boulevard in D.D.O/Dorval.
Posted on: Sun, 27 Jul 2014 16:16:56 +0000
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