I am a regular customer at Tim Hortons and usually order a brown sugar iced latte with toasted marshmallow foam, no ice, and cream instead of milk. This time, they did not inform me about any policy change before taking payment. After paying, I received a drink that was made incorrectly. When I explained the issue, the staff said they couldn’t do anything—no refund or alternative was offered. The staff was rude and unprofessional. I am very disappointed with the service and would not recommend anyone to go there.