Toledo Talk - Terrible Customer Service-Tim Horton's

From angryconsumer's workspace

Terrible Customer Service-Tim Horton's

Have any of you been through the drive thru at Tim Horton's on Monroe St. lately? Unfortunately, in this day and age, I suppose one could replace Tim Horton's with any number of different store brandings.

The kicker here is, they used to have exceptional Customer Service. Always a "May I help You", a "Please pull forward" and a "Have a nice day" or a "Thank You come again". Now it's "What do you want" and when I get to thew window, they announce what is owed and not a word more. Very RUDE folks. I even called to complain and found out that one of the rudest turns out to be the store manager!!!

Where has BASIC Customer Service gone????????

And while I'm at it, they keep filling the drink past the cup rim and it always leaks onto my car seat or clothes. I ask them not to, but they decide they will anyway.

Terrible. Just terrible!!

created by angryconsumer on May 06, 2008 at 05:06:25 am Comments: 28

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Comments ... #

According to the National Retail Federation, most irate customers do not complain to the store because they don’t think anything will be resolved, but they will tell 8 to 20 other people about the experience. You just exceeded that. What is Horton’s a doughnut joint? It’s hard to get minimum wage folks willing to make little dough.

posted by Offshore on May 06, 2008 at 08:43:19 am     #

Have they gone out of business yet? If they haven't probably other people appreciate the "extra" coffee. Also, their corporate headquarters may require they act as they do. Move 'em through, head 'em out.

When I worked at the Post Office the window service went through a time (maybe it still goes on) where they were trying to push the use of credit. Employees were required to ask if the customer would like to charge it (even a 37 cent stamp back then). The clerks hated it but they could be "disciplined" if a "secret shopper" bought a stamp, and didn't hear the clerk ask if s/he wanted to "charge" it. Such is the corporate mind-set. Reduce everything to a "formula".

posted by oldsendbrdy on May 06, 2008 at 10:17:53 am     #

I've noticed it too, angry. It used to be when I would go order a pizza, I'd get treated to at least a bit of conversation, minimum. I don't like calling it in, I like just going in to a place and waiting around while they fix it-don't know why, I always have. Plus, some of it's on the spur of the moment, as I'm trying to find who has the pizza in town that tastes the best to me, and there are dozens of places I haven't tried yet. Sometimes I just spy one on the way by.

The last two I stopped at-Vito's Pizza on Heatherdowns and Papa John's on Reynolds Road, treated me like total shit and gave me the impression they thought I should be thankful they were waiting on me. In Vito's case, all the people working there looked and acted like young yuppie wannabees, and I figured since I'm an old man whose dog sheds all over my coat, I wasn't the kind of clientele they wanted. But at Johns, the workers seemed to be more blue-collar, and the attitude was exactly the same-rude and snotty. Gone are the days, apparently, when I was asked if I'd ever tried their product before, greeted with a smile, told thank you for waiting, etc.

posted by Darkseid on May 06, 2008 at 03:20:04 pm     #

One thing I forgot to mention, when I called to complain, the female I spoke with (who turned out to be the "Manager" told me it was beyone their control when the cups leak. Come on!! Have these workers not the least bit of common sense?? When you fill a drink PAST the rim of the cup and you don't have a sealed lid, it is GOING to leak!!! I really blame the Owner/management for the choices they make in the hiring AND the lack of proper training. I realize most would think it just to be standard to be courteous, but unfortunately it obviously is not. At least according to them. I don't expect to be treated like royalty or better than anyone else, but damn it, for 3.10 I feel I'm entitled to some common respect. By the way, today I went to Starbucks. My drink did cost me more, but I got more too. AND, get this....I was welcomed, "Asked" what I would like as opposed to "What do ya want".....and when I paid, I was "Thanked" for my business. I said "You're Welcome, Thank You". As I left sipping my drink, I just smiled.

posted by angryconsumer on May 06, 2008 at 03:34:32 pm     #

Afterthought: I recieved a coupon in the mail for Vito's shortly after I'd tried theirs, and I didn't think theirs was too bad, so for whatever reason, I decided to call it in ahead this time. When told I had a coupon, the manager (Steve) asked me where I lived. When I told him, he said there was a store closer to me that had just opened, and I should take the coupon there instead . I told him the coupon said it was only good at his store. He informed me to take it to the Holland-Sylvania Road location anyway, and if they gave me a hard time, tell them Steve said to honor it. More than likely, they have a rivalry going as to which outlet can make the highest sales/profit each month, and he doesn't want to see those coupons. They weren't too happy about it at the Holland-Sylvania location, but they did honor it. I'm about ready to say screw Vito's, even though their pizzas aren't too bad (unless/until I find one better). I know the Original Gino's USED to be the best pizza in toledo, but through the years, they've closed every outlet but the one on Monroe and Central, and I can't see driving that far.

posted by Darkseid on May 06, 2008 at 03:41:44 pm     #

Try Amie's Pizza Factory 6710 W Central (near Mc Cord). Both service and pizza were good, but it's been a while. (Trying to keep the weight under control.)

posted by holland on May 06, 2008 at 04:41:31 pm     #

I second the vote for Amie's! Used to live within a few miles of Amie's, but now, WAY out of the way. (My belt line is thankful, but the tastebuds aren't!)

posted by GraphicsGuy on May 06, 2008 at 05:03:46 pm     #

You poor thing.:)

How hard is it to make a pot of coffee yourself?

I can make it in my sleep.

No drive through, better selection, more convenient, more cost effective, less people to complain about....

Or just stick to water. You might need to relax.

posted by charlatan on May 06, 2008 at 05:40:43 pm     #

Actually, I don't go for coffee, I go for Iced Cappuccino. I'm not sure what relevance my drink of choice has to do with Poor Customer service and poor manners however. They offer an item to sell, I agree to puchase it. Or not as the case may be. Perhaps you are one of the minimum wage workers with next to no work ethics or common respect. At any rate, I know what good customer service should be.

posted by angryconsumer on May 06, 2008 at 07:31:19 pm     #

Thanks for the tips on Arnie's-sounds like a small local, right? I'd always prefer to give somebody like that my business than a big chain, and you aren't given that choice much any more .

posted by Darkseid on May 06, 2008 at 07:43:06 pm     #

Try calling or emailing corporate - you might at least get a coupon...

From timhorton.com:

Customer Service
Tim Hortons is a part of people's lives and lifestyles. And your feedback means a lot to us! If you would like to share your comments, questions or concerns about Tim Hortons or any of our products, please call or mail them in to any of our offices or email us.

Please include the following information:

First and last name
Full address
Telephone # (during business hours)
Store location (if relevant) including the street, city and province/state.
Email: customer_service@timhortons.com

Customer Service toll-free: 1-888-601-1616

We appreciate your feedback!

posted by MaumeeMom on May 06, 2008 at 07:53:05 pm     #

MaumeeMom-
That's a great idea and I did exactly that. The thing is, I really am not after a freebie or coupons. I'd just like to see their service improve. They have a great product, but as a consumer, I will only take so much. The service has taken a terrible turn at this location in the last year. It comes down to principle, plain and simple.
Below is the response I got back and nothing has changed since.
---------------------------
Dear -----,

I would like to thank you for taking the time to contact us at our Head
Office regarding your experiences at our location on Monroe St, and I
apologize for any inconvenience that this may have caused.

At Tim Hortons, we take great pride in our fast efficient customer service
and the high quality of our products. We have very specific training
procedures in place for all aspects of the operation, including customer
service and we become very concerned when we are advised of inferior
service at any of our stores. I have forwarded the details of your email
to the District Manager for this location. She will be in contact with the
Store Owner and together they will review these ongoing incidents with the
staff and management of the location.

Mr.------, it is through feedback from valued customers, such as
yourself, that we are able to continually improve our level of service and
quality of our products and we thank you for giving this opportunity.

We look forward to serving you better in the near future!

Yours Truly,
The TDL Group Corp.

Tarrah
Operations Services Representative

posted by angryconsumer on May 06, 2008 at 09:17:33 pm     #

There is a Gino's at Ford and Dussel in Maumee's Arrowhead park. Good Pizza for sure.

BTW I believe Amie is Gino's ex-wife. I won't swear to that, but I believe that is what I heard.

posted by SensorG on May 06, 2008 at 09:20:23 pm     #

I heard the same thing about Amie's - Gino's ex.

posted by holland on May 06, 2008 at 09:46:07 pm     #

Yeh, customer service is taking a nose dive. I've had several bad experiences at several food related establishments and just never go back. I vote with my dollar and tell as many people as possible to stay away.

I'd definitely have to suggest Diaggio's off of on Airport Highway. It's more... umm... I guess I want to say "fancy pizza" than Vito's but it's very good and I've never had a bad experience there as far as customer service goes. But, thats usually how it is with local businesses.

I resent the sentiment that all retail workers are disgruntled scum because I'm one of em'. I try to be as nice as possible as long as something absolutely horrible didn't happen before I went into work and even then I think I do a pretty good job.

posted by Reinhart on May 07, 2008 at 01:44:45 am     #

The folks at your place are head and shoulders above most, pal. Trust me. That's one BIG reason I've been a regulae customer for years.

posted by Darkseid on May 07, 2008 at 03:49:28 am     #

And I see I was wrong on the name-I thought you guys said ARNIE's, not AMIE'S. Glad I caught that, or I'd have been looking for the wrong place!

posted by Darkseid on May 07, 2008 at 03:51:21 am     #

I agree 100% with Reinhart about Diaggio's, they have an AWESOME pie and great service!

As for Tim Horton's, the one out in Holland on Airport Hwy has good customer service.

When I have bad customer service I always go straight to corporate. When you call in to a place and ask for the manager, you can't always be certain that it is the manager you are talking to. I've had good results when contacting corporate on all occasions except for Jimmy John's. I contacted their corporate offices after a thug wanna be yelled at me when I complained about my sandwich. Their corporate gave me the impression that I was in the wrong and not him and I have never gone back to a Jimmy John's since, nor will I ever!

posted by justsimplyholly on May 07, 2008 at 06:42:02 am     #

I agree with customer service going down hill. That is why when I do get good service I make such a big deal about it, to them and others. I stopped at the Taco Bell @ Franklin Park the other day and was amazed. The girl taking the orders was so rude and it took forever to get my one thing. I also won’t stop at the Subway on Summit anymore because it seemed I always had this nasty teenage girl wait on me and I would be so provoked by the end of it I said never again. I have had some crap jobs in my day, but they are what you make it – no sense in being miserable for 40 hours a week.

Locally I always get great service at :

Ace on Summit
Point Stop on Summit – “Hi Mac!”
The Beirut
Chateau Louise
Monettes (all of them really)
Jimmy Johns (downtown)Sorry about your experience cause those Vito sammies are the bomb.

Sad really that I couldn’t think of more off the top.

Oh – great service for the most part at Village Idiot as well. Depending on his mood, LOL!

posted by Ryan on May 07, 2008 at 02:02:39 pm     #

I only have one question - is angryconsumer your main user name? If so, then it suggests that you have so many consumer complaints, that you felt the need to call yourself angryconsumer. And maybe, you're sweating over small stuff a bit too much (hard on the blood pressure & nerves). Life is short, and while I do understand the gripes about bad customer service - it just seems like a lot of hot air to be blowing over a take-out window beverage. You really sound angry.

posted by starling02 on May 07, 2008 at 06:39:44 pm     #

Is that the Chateau Louise in Michigan (Luna Pier?)? Looks like a sleazy neighborhood bar or a barn or something from the outside? LOL Can you still smoke in the bar section in the back? If so, I need to get up there again.

posted by Darkseid on May 07, 2008 at 10:38:17 pm     #

starling02-
Yes, angry consumer is my main and only user name. I was unaware I could have more than one name. I have to admit, my user name was a poor choice. However, I came upon this site on the same day as my last bad experience at Tim Horton's and was thus totally disgusted. Some of the anger was actually directed at myself for even still going there. As best as my memory can serve me, I can recall at least 9 different occasions when the drink leaked either onto my seat or onto my clothes. And each and every time I had NICELY asled them not to overfill it. Yes, I should have just quit going and if not for my love of the product, I would have. This, combined with terrible manners and no common sense or respect, unfortunately was the straw that broke the camels back so to speak. I'm sure I'd have been better served to just quit going and/or chosen a less "angry" username. So No, it has not been a lot of hot air but it could have been avoided had I either spoke up louder and sooner before I got so worked up or just not gone there at all.

posted by angryconsumer on May 08, 2008 at 08:00:44 am     #

Yes that’s it. Nothing to look at but the bartender is fantastic and you won’t find a better perch sandwich anywhere. As far as smoking goes, it’s practically a prerequisite there.

posted by Ryan on May 08, 2008 at 08:02:34 am     #

Ryan, thanks for the tip on the perch sandwich, the best tasting fish in the Sea.... er, uhm, lake!
Second is yellowtail snapper but that‘s another post.

posted by Offshore on May 08, 2008 at 08:14:32 am     #

Well, thank you Darkseid I appreciate the compliment.

Speaking from the perspective of someone who works in retail, I get worked up over poor customer service too, because really it isn't all that hard. It all boils down to your quality of character. If you're a decent person, you will treat your customers well. Management is a factor however it's mostly who you are that determines how you'll act. So as far as that goes, I think it's how we're raising our kids, most issues like this are about our culture and parenting style at the core.

Also, those businesses (I especially agree with the Taco Bell by Franklin Park Mall) that consistently suck are just hiring anyone. Their manager or human resources guy isn't being picky and just hiring anyone, whether they have good people skills or not.

posted by Reinhart on May 08, 2008 at 09:02:02 am     #

starling02, or anyone else for that matter.
Regarding my choice of names, I agree. Sounds too harsh and I registered at a bad time, when I was fuming. How can I change it or use a secondary name?

posted by angryconsumer on May 08, 2008 at 02:22:30 pm     #

posted by Darkseid on May 08, 2008 at 06:49:28 pm     #

NOOOOOOOOOOO SOUP FOR YOU!!! LOL

posted by justsimplyholly on May 08, 2008 at 09:04:52 pm     #