What is going on?

I’m going to keep this short as I feel I could go on for hours about how downhill Tim hortons has gone in the last decade. My latest gripe is that after every order I place the person taking my order says something like “ let me check on your order give me a minute.” I’ve literally ordered a black coffee and heard them say this. Like if you don’t have coffee in that bitch what the fuck are we doing? I’m wondering if there are any Tim’s employees on this sub that can tell me why they started doing this.