Tim Hortons

I am writing to you to put in a formal complaint about the service that I have received at your Tim Horton location (1350 Sunnybrooke Blvd, Dollard-Des Ormeaux, QC H9B 2W5). I don't know if Tim Hortons Customer services standards is to have employees call customer [censored]en [protected]@! *$, but I have never in my life experience something like that.
Me and my husband went to pick up five Ice Cappuccino on Saturday afternoon. We waited in the drive-thru for about 10-15 mins in total to get our order because the service was so slow. Once we received our order, we went back to my parents house they live 600m away from your location. When we got there my dad informed us that my mom went to Tim Horton to pick up Ice Cappuccino for us. We went back to Tim Horton and when we got there my mom was at the window paying for the order. I asked the lady if it would be possible to get a refund, she rudely answered NO. I explained to her that it was a mistake and we don't need 10 Ice Cappuccino. She still rudely said NO. Again, I tried to talk to her and make her understand that it was a mistake and she can pass the Ice Cappuccino to other customer as it was a hot day and they had lots of clients. Her reason was that the Ice Cappuccino must be given right away. We were at the drive thru for about 5 minutes trying to get the refund as other customer were waiting in line. So not only they didn't care about our customer satisfaction, they didn't care about the wait time for other customer at the drive thru. I guess the lack of care explains the bad customer service.
When the lady decided not to give us the refund, I took the order from the counter and gave it to my mom who was in the car (I was standing outside the whole time). I apparently took another Ice Cappuccino that belong to the customer behind. If that's the case, then her excuse of the Ice Cappuccino must be given right away isn't valid since that Ice Cappuccino have been on the counter for about 5 minutes. When I wanted to give the Ice Cappuccino that didn't belong to us back to the lady it slips my hand. I walked away and all I hear behind me was someone calling me a [censored]en [protected]@!*$. I decided not to go back because I wasn't going to lower my standards to whoever called me that name.
When I called my mom after, because she stayed behind when I walked away, she said that the manager came and told her to leave or he was going to call the cops on her…. really? Call the cops for that. My mom was so disgusted that she told him to call the cops and decided not to move her car. Again, customers were waiting at the drive-thru for about 15 mins by now.
Once my mom went home, she decided to go back and get the names of the employees because we wanted to write a complaint.
The manager (Sam) was extremely rude to her and told her that he will give her a refund. She told him that at this point she didn't care about the refund nor the money, but about the service and rudeness she received. When she told him that she wanted to file a complaint he told her to go ahead and he doesn't care. The lady that called me a [censored]en [protected]@! *$ denied that she even called me that, when me, my mom and my husband hear her. And on top of it she didn't have her name tag, again I don't think this is a standard of Tim Horton or any other place. I understand that you hire students and part-time people and for them its just a job, but at least teach them some customer service, some empathy and mainly some RESPECT towards the customer.
I worked at IKEA in customer service when I was a student for five years, so I know what customer service is. NEVER have I ever given any customer that bad of a service, NERVER have I called a customer any names, NEVER have I been so rude. We are taught to show empathy and care, which I believe is lacking at Tim Horton. As a client, I don't expect to be treated like a queen or to always be right, BUT I DO EXPECT RESPECT. And it so disappointing to see that even that wasn't given.
I guess I will be driving a bit further to another Tim Hortons and hope I will get a better service.
I am expecting a return on this complaint because I wouldn't think that the Head Office will let such bad customer service go unacknowledged.