This message is for Dhyllon Provencher. My name is Doug and I am the Vice President, Tim Hortons Western Canada. I would like to thank you for writing to our CEO, Marc Caira to discuss the poor and inaccurate service you received this past weekend from our restaurant located at 10390, 120th St, Surrey BC. I have spoken with the owner of our franchise at this location, and he is sorry for the service you have received. He is meeting with the team members at this location to ensure they receive the proper training to distinguish our tea varieties, but also how to properly listen and respond to guest concerns. The situation you experienced could have easily been resolved at the time of the incident by simply listening to your issue.
Our restaurant owner, Kevin Knubley would be pleased to meet with you during your next visit so that he can express his thanks to you for bringing this to our attention. Please ask for him next time you stop by.
Thank you again, and should you wish to contact me directly, I have enclosed my contact information below.
Regards,
Doug
