I am writing to formally report one of the most unpleasant, unacceptable, and deeply upsetting custo...

I am writing to formally report one of the most unpleasant, unacceptable, and deeply upsetting customer service experiences my daughter and I have ever encountered. The incident involved an employee named Nancy and included not only extremely disrespectful behaviour, but also repeated racist comments and conduct directed toward us. My daughter and I came in to order a hot, unsweetened matcha latte, and Nancy was completely unable to process what should have been a straightforward order. She appeared unfamiliar with both the ordering system and the menu and repeatedly had to call the manager for assistance because she could not locate items on the machine. Instead of handling the situation professionally, she became visibly irritated and disrespectful, repeatedly rolling her eyes and throwing her hands up in frustration. When we asked for an unsweetened matcha latte, Nancy repeatedly insisted that such an item was not available on the menu. Only after the manager was called over was it confirmed that the item was, in fact, available. Rather than simply correcting the mistake, Nancy made dismissive and insulting comments suggesting that we were ordering random items that were not even on the menu. What makes this incident significantly more serious is that Nancy repeatedly referred to us as Chinese and made racist comments toward us. We are not Chinese, and regardless of our actual ethnicity, there is absolutely no justification for repeatedly making assumptions about customers based on their appearance or using their perceived ethnicity as part of insulting or mocking comments. She also wrote "Chinese" on our cup and continued making comments that we found racist and deeply offensive. My daughter became extremely distressed during this interaction and burst into tears. She has been severely affected by what happened and remains deeply upset and traumatized by the experience. No child should have to endure this kind of treatment while simply accompanying a parent to order a drink. The emotional impact of this incident has extended far beyond the store, and I am extremely concerned about the effect this experience has had on her. The manager eventually came out and apologized on Nancy's behalf. During the incident, it was also apparent that other employees, including members of management, appeared frustrated and exhausted by her behaviour. The manager indicated that there had been previous concerns regarding her treatment of customers. If concerns regarding an employee's repeated rude, insulting, or discriminatory behaviour have already been raised, I am extremely concerned that the situation was apparently allowed to continue until another customer—and in this case, a child—was subjected to such treatment. I understand that employees can have difficult days and that mistakes with a new ordering system can happen. However, this went far beyond a simple mistake or poor customer service. The repeated eye-rolling, hostile body language, insulting remarks, and racist comments were openly disrespectful, unprofessional, and completely unacceptable. An apology after the fact does not undo what my daughter and I experienced. I expect this complaint to be taken seriously and thoroughly investigated. I would also like to know what steps will be taken to address this incident and prevent other customers from experiencing similar treatment. Please understand that we do not consider this matter resolved simply because an apology was offered at the store. Given the seriousness of the racist conduct and the impact it has had on my daughter, we intend to continue pursuing this matter through the appropriate channels until it has been properly addressed and appropriate action has been taken. I expect a response confirming that this complaint has been received and explaining how Tim Hortons intends to investigate and address this matter.