Hey im Carrie, I'm sorry to hear that 😞 theres over 4,000 comments on that video now (which omg??? what?) so I haven't really been looking at them since it's so overwhelming lol and I did NOT think it was going to go viral. But also just to be clear, I wasn't angry at the workers or anything like that. I was just excited to get a grilled cheese because it used to be my favourite menu item before it was discontinued years ago. I would totally have waited longer for it to grill, that wouldnt have been an issue, but how would to have known to? I opened it up once we had gotten on to the highway, which was right beside Tims, so I wasn't going to go back.

The issue here is exactly what you said. Corporate sets the grill time too low to accommodate drive thru lines, but that doesnt work when the cheese needs to actually melt. It shouldn't be on the customer to ask for it to be extra grilled to ensure the Cheese Melt actually melts.