Now I've always have good-great customer service at many Tim Hortons in and around Canada but I had to vent on this one since I've never experienced this poor attitude of this one particular employee in my whole life! We had a connecting flight at Pearson and stopover was 3 hrs so we (wife and 2 young children) decided to have a quick bite for lunch. My wife ordered at Tim Hortons, there was a burger stand which was connected next door. My wife ordered the chilli combo where the picture shows a doughnut, coffee, chilli, and breadstick for $5.49. The lady (Nalina was her name) must have had a bad day (working on Labour day) and never cracked a smile or anything while she took the order (that's fine with me). She asked my wife if she wanted the doughnut and we were hesitant since we didn't want too much sugar. We decided to opt out. She told us the total was $6.09 (with tax) and we paied. After looking at the chili combo picture which showed the included doughnut we said that if you charged us for the combo, then we'll take the doughnut. At this time, the lady said "too late" I asked you 3 times. I was in awe. I said excuse me? She said "next". I sat down, still not sure if I heard wrong but I think I got jipped (it's the principal)! I went back a few mins later and asked her politely that I only wanted to know if the chili combo comes with the doughnut. She kept saying I asked you already and you said no. I said, that's not my question, I'm asking if the doughnut is included with the chili combo. She never answered my question and kept saying it's too late. At this time both my wife (who works in HR) and myself (customer service) got so irritated, we asked another clerk (who just watched this whole episode as well as some customers) and she told me that I would have to add .15 cents to get the doughnut (whilst Nalini was still shouting in the background). We ate our food and then i proceeded to walk to the Survey box and picked up a survey to express my dissatisfaction of this employee (had to pass Nalini's cash register so obviously she saw). I proceeded to sit down and write, she came over and showed me her name tag and said in a snickering voice, "this is my name, do you want my manager's tel# too? " I said sure and she walked away. This could've been resolved if she 1) either give us the doughnut if it's included in the price of the combo 2) answer yes or no if the price of chili combo includes the doughnut. I'm still not sure since the picture shows doughnut, chili, coffee, and breadstick says $5.45. If it doesn't then Tim Hortons should correct this since it's very misleading (no words indicating what's included). I'm always happy going to Tim Hortons, but now I feel that Corporate really has to improve their customer service and have a manager present (no manager when I was there or maybe he/she hiding). Oh well... didn't find any complaint on Tim Horton's site. Maybe this will help future patrons when they read this.
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