Thank you for your email. A representative from our customer service department will respond to your request as soon as possible. Merci de votre courriel. Un repr’sentant de notre service aux clients vous repondra aussi rapidement que possible.
Your reference number is / Votre num’ro de reference est : OAKN-5VSKRD
(See Part 1, and then, Part 3, their formal response.)
I emailed the following to Tim Hortons‘ Customer Service (email address there) today:
Dear Tim Hortons,
I’m from Moncton, N.B., where I am used to consistent coffee servings: a "double-double" is the same at every Tim Hortons I go to.
I’ve been traveling to the U.S. recently and was pleasantly surprised to see some Tim Hortons. Like other national franchises and your Canadian stores, I expected the same quality and service in the U.S.; unfortunately, there’s a big difference.
First, I was surprised to discover that the "large" size I’m used to in Moncton is an "extra large" in the U.S.; a Canadian "medium" is a "large" in the U.S. A minor complaint.
Secondly, and more importantly, the cream and sugar measurements added to coffees are inconsistent between each visit to the store. One day a "double-double" is equivalent to a "single-single", the next it’s a "triple-triple". Each day is a surprise.
Do your franchise operations go through training to ensure coffee servings are consistent? Shouldn’t there be a standard measurement for a "double-double"?
The U.S. Tim Hortons I frequent is at:
29030 Van Dyke Ave
Warren, MI 48093-2301
I’m looking forward to your response.
Updates: See Part 2 (automated response), and Part 3 (their formal reply).
Here’s an article with a photo of the controversial moment.
Update: My resourceful brother (yes, he sought this out) found a high-resolution image of the now infamous nipple.