Missed detail costs Clarenville woman Roll Up the Rim $100 prize

A woman in Clarenville experienced the highs and lows of winning on Tim Hortons' Roll Up the Rim to Win contest over the last month, after she learned she won a $100 gift card only to discover a month later she was disqualified. 

Samantha Burke, a regular Tim Hortons customer, is used to winning on the popular annual contest, but until one day in February she only claimed small prizes like doughnuts and coffee.

When Burke rolled up her $100 gift card prize, employees at the Tim Hortons in Clarenville told her that she had to submit a form, along with her winning rim, to corporate office.

"I just cut off the tab that said I had won," Burke told Central Morning. "It just said 100 gift card — Tim's card — I just cut that piece off, as I assumed that was all I'd need to claim my prize as that's all I'd ever needed for doughnuts and coffee."

A letter in the mail from Tim Hortons' corporate office a month later stated Burke was disqualified because her winning rim didn't include a PIN number located near the text, Burke said.

As far as Burke was concerned, the PIN number was only needed to submitting the winning entry online — not by mail. 

"I was a little surprised," she said. "I had no idea."

Error made right

Burke immediately posted on Tim Hortons' and CBC Newfoundland and Labrador's Facebook pages to let customers know they need to include the PIN number in order to claim their prize.

Those posts were noticed by thousands, some of whom experienced the same situation as Burke. Among those who reached out to Burke was David Weeks — owner of Tim Hortons in Clarenville. 

"He instantly felt sorry for the miscommunication," Burke said.  "He said that he was not aware, nor were any of his staff aware. And he really wanted to justify me being disqualified by giving me a gift card from his store"

As of Friday, Burke had not heard from corporate office but did receive a $100 gift card from Weeks.

While Burke said posting on social media wasn't meant to smear Tim Hortons, she thinks it has affected the company's image. 

If dozens of people have unclaimed prizes it doesn't look good for Tim Hortons as a franchise.- Samantha Burke 

"So many people have come forward saying they've been faced with the same thing, and the location of the PIN to me just seems like it was kinda put there so people weren't aware," Burke said.

"If dozens of people have unclaimed prizes it doesn't look good for Tim Hortons as a franchise."

The mix up hasn't stopped Burke from grabbing her coffee from Tim Hortons in the morning from Weeks' store. If anything, Burke said the snafu highlighted how appreciative the owner is of his customers.

"I think it shows a great level of customer service and ownership on his part, and I will definitely continue to do my business at his location."