Dhyllon sent a message to Marc Caira President and CEO, Tim Hortons Inc. that said:
Dear Marc Caira,My name is Dhyllon Provencher. I would like to say that I do really enjoy the products that Tim Horton's carry. I have been going to Tim Horton's for five years twice a day. However in the past month I have noticed the customer service going down at the stores in my area. I do have multiple situations that I could talk about but there is one that has really started to irritate me. Every night I go to the Tim Horton's by my house I order a decaf orange pekoe tea with two milk. It seams to me that the staff seams to hand me a NON decaf tea. I can tell because the decaf tea has orange tag on it. This happens 90 percent of the time. I am always vary kind and explain to the staff member that this is not decaff.When I went last night Nov/29/13 they made the same mistake again (NOT shocking) I then told the lady working that it is not decaff. she responded "it is" I then explained to her that the decaff has a orange tag. She then told me again "its decaf" I told her "I buy this all the time and I know its not". The lady then asked the other girl who made the tea and she responded in a rude tone "it is decaf " The girl handed me the tea expecting me to take it. At this time I was starting to get irritated and told the lady who handed me the tea " look I order this tea all the time. I know what I order and that is NOT what i ordered. decaff is a orange tag. Please grab the box you got this tea from" the lady grabbed the tea box and her face went beat red. She apologized over and over again. I told her "I don't understand how we always get this wrong. I know what I order as I order it every night. I don't think I should have to argued with the team members and try to be forced to take something that I did not ordered. Today Nov/30/2014 I went to get my tea and the they got it wrong again and the same situation happened again.Im not trying to cause problems. I am talking to you about this is because I am a manager for a large company and I know how important customer service is. With out customers we have nothing. I believe that staff should never argue with a customers. instead they should listen, analyze, investigate then react to the situation. I feel the the team members listen to some of the problem and then reacted.I feel as if this is to continue I will have to change to Starbucks as the rare time I go there Ive NEVER have a problem. Thank you for the time in reading my concern and I look forward in hearing from you,Dhyllon
