Tim Hortons

Its pretty easy to rate a place like Tim Horton’s. And this place was easy to give five stars to. They don’t know my name and they don’t remember my order, but I don’t expect that from Tims. The place is always super clean, they always have seats available and all the items are always available.
Most importantly what I expect from Tims is fast ad friendly service and I get that here.

I was organizing a *VERY* important event nearby and we needed coffee. We called a week in advance and told the manager we wanted one of those large plastic cambro containers that hold about 80 cups of coffee. There was no problem, they said; they took down my name and it would be ready at the time and date I asked for.
On the day of the event I called again. «So the coffee will be ready for 6:30pm?» I asked. They said of course. Great!
I arrived at 6:30pm and the employees had no idea what I was talking about. There was no coffee ready for me; they had no idea someone was coming in to pick up such a large amount of coffee without calling ahead. I said I had called ahead. The staff looked around for notes or something from someone but there was nothing.
They told me it would take at least 20 minutes to brew that much coffee. This threw my entire event off schedule waiting for coffee. But I had no choice. I left.
I came back 20 minutes later, and they were just finishing off filling the container. They still charged me for the coffee, which I found rude, seeing how their disorganization and lack of management affected our event; they could have at least thrown in some donuts and muffins, only charged us for half the coffee, etc. But oh well.
The one drive thru employee obviously felt bad for what had happened and offered to help carry this large, heavy container out to my car. I was happy for the help.
Before loading it in the backseat, I specifically asked if this container was spill proof. The backseat of my car (which was less than two years old) is grey and any spilled coffee would not make me very happy. «Of course,» the employee assured me.
In one odd move where it appeared the employee was trying to use the container’s momentum to almost throw it into my car, he tipped the container backwards and threw it diagonally onto the top of my backseat. COFFEE SPLASHED EVERYWHERE! Almost a third of the container had splashed onto my backseat; that spill proof lid obviously wasn’t.
I was furious. The employee was confused, and I needed to tell him to grab paper towels. I began dabbing the spill with kleenex. He returned with paper towels.
I asked to speak to his manager. He said there wasn’t one. I asked for the manager’s email address. He didn’t know it. I asked who the Store Manager was. He didn’t know. I asked for SOMEONE who I could show this damage to in order to verify my claim before leaving. He said I should just call back the next day. Then, conveniently, he got an «order» on his headset and had to run back inside. It was disgusting.
The next day I called the manager and asked for the email address. I emailed him and the email address was invalid. I called back and got another email address. That didn’t work. It was becoming increasingly obvious they were giving me fake emails to try and make me go away. I called back and got a third email address. Finally, that one worked. I told the Store Manager the same story and asked that they cover the damage.
I also took my car to the dealership. They examined the damage and were luckily able to fix it no-​charge. They explained that luckily the backseat doesn’t have the same electrical wiring in the seats as the front seats do, meaning they could apply a different solution to get the stains out.
To this day there is still a *bit* of the stain visible, but it’s mostly gone. And to this day the Store Manager has never emailed or called me to ask what they can do to help. And, therefore, to this day I haven’t gone back to this Tim Horton’s.