Andrew sent a message to Marc Caira President and CEO, Tim Hortons Inc. – email address that said:
Went to drive thru at about 745am. When I got to the window, I was not acknowledged in any way, shape or form. I proceeded to hand the cashier my debit card and she just stared at me and handed me a debit card swiper. Again, not a word was said. I then deduced that she wanted me to take it and swipe it myself. I couldnt believe it. At that point, I could have simply drove off with an expensive piece of equipment containing quite a bit of your customer's private debit and credit card information stored on it's internal ROM memory cache. However, I did not do that. I paid for my food and drove off knowing that I will be visiting the nearby McDonald's, Dunkin Donuts, etc. where my debit/credit card information will NOT be freely given to any Tom, Dick or Harry that comes in. But then, to make matters worse my order was wrong. Instead of getting the sausage, egg and cheese biscuit I ordered, I received a bacon, egg and cheese muffin.
I really dont know what upset me more. The fact that my presence was never acknowledged.....the fact that I was handed a debit card swiper and expected to know what she wanted me to do with it (every restaurant I have been MY ENTIRE LIFE - keeping in mind I am 53 years old - has simply swiped my card and handed me a receipt).....or the fact that my order was wrong.
Admittedly, when I visit an establishment such as yours, I do not expect much. I simply expect to be acknowledged, to have my order processed correctly and to go on with my life. I know working with the public is hard (I have been in public service roles all my life). But, nothing I did warranted this kind of behavior.
I know this is a hollow and you are probably tired of hearing people say things like this but, I will not be returning.
Andrew
