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Tim Hortons
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1.2 3014 Reviews

Tim Hortons Complaints Summary

108 Resolved
2902 Unresolved
Our verdict: If considering services from Tim Hortons with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Tim Hortons reviews & complaints 3014

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2:35 pm EDT

Tim Hortons drive thru maplewood missouri

The guy that took my order must have been stoned. I had to repeat it three times! It wasn't difficult...a number 2! That's all! He also kept saying "you guys" when I only ordered one meal (breakfast sandwich and a cup of coffee combo) Then I get to the window and he gives me only a donut? WTH? I sat there waiting for what I actually ordered, and he had a confused deer in the headlights look on his face. After a good 45 seconds, he finally says "Oh! Your sandwich!" then hands me the sandwich and a cup of coffee. The lid was not even attached to this scalding hot cup of coffee. Second degree burns in the crotch anyone? I secured the lid and drove off thinking "is this guy high?" Good thing I had not attempted to drink out of the cup on the way home, as it was filled literally to within a hair from the top of the cup (I don't know how it did not spill but would have if I would not have fixed it) Hey TH, maybe drug screen your prospective employees. I know it isn't neurosurgery but people can be hurt when you are serving scalding hot beverages.

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Wine Is Good
Wine Is Good
, US
Sep 11, 2016 5:58 pm EDT

No he was not high. Have you never thought that maybe, just maybe, he could not understand you through that speaker they use?

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9:09 pm EDT
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Tim Hortons no bathroom

Technically they have a bathroom (as the law requires them to have a bathroom) but it is cordoned off and a sign reads "Peinture Fraiche" (Fresh Paint) or "Out of Order". It's always been like that.
I get it - it's St. Denis near Maisonneuve, if you know the area you know there are many unsavory people who will use a bathroom to get their fix, commit vandalism, or whatever. But this is no excuse. They are selling coffee, selling food, they legally need to provide a functional bathroom. Buzz people in if you must, or use a key system. You need a bathroom in a coffee shop. I might take this complaint to the city.

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Update by wlee08
Aug 28, 2016 12:04 pm EDT

The above comments completely miss the point. It has nothing to do with any specific person wanting to use the bathroom. The point is that they are required by law to provide a bathroom to ALL customers and they are circumventing this obligation by using a bogus "wet paint" sign.

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Wine Is Good
Wine Is Good
, US
Aug 16, 2016 5:25 am EDT

"I know why they don't let anyone use their restroom, but it is me and therefore I am special".

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5:36 pm EDT

Tim Hortons order is consistently incorrect.

I frequent the Tim Horton's in Lambertville, MI quite frequently, 9 times out of 10 my order is incorrect. I always order my coffee with 1 cream and 1 sugar, more times than not the sugar is always left out. I don't understand why it is so difficult to get a simple order correct.

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4:38 am EDT

Tim Hortons stop calling us - "dear or hun" - please

Please stop calling your customer "Dear or Hun" I'm married and its just uncomfortable to have someone calling me that. Expecialy if my wife is with me its even worst cause its very disrespectful. And I'm sure other people don't like it either...I go to your Tim Horton's 3 times a day...if it doesn't stop I will have to stop going there cause its uncomfortable expecialy if my wife is with me...even if she wasn't with me I don't like to be called "Dear or Hun" kinda feels like you guys are hitting on us or something...

I'm asking you kindly to make a stop at it please.
Thank you from your regular customer

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Gail Burzdzus
, US
Aug 01, 2016 8:17 am EDT

I have never seen such a filthy, dirty Tim Horton's like the one at Jane Park Plaza (Jane and Alliance). Floors were filthy, the silver containers with tops containing sauces etc., tops have drippings all over them. I noticed that the drippings were hard so knew no one has been cleaning up. The debit machine is so dirty that I couldn't read the prompts on what to do. I told the girl behind the counter and asked her for a piece of damp napkin so I could wipe it. She just ignored me... i took a small piece of paper and tried to get the grid off the best I could. Just looking behind the counter where the people work made me sick. Would NEVER purchase anything there again until the people at Head Office viewed the situation and had it cleaned up. BWT! this is the first time EVER, that I have taken time to write a complaint about anything. It truthfully needs to be addressed. I understand stores get busy and can get messy, but you always find time to wipe when necessary and clean the floor so no one slips etc..

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2:27 am EDT
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Tim Hortons coffee cups not full

every time I go at tim Horton's located on the corner of trites road and coverdale road, I order the same thing and 9 out of 10 times, it's the same issue, I NEVER get a full cup of coffee at the drive thru, I go always at the same time between 6:00 am and 8:00 am and it's the same thing over and over again, I even told the girl at the window where I pay and also at the speaker where I order that I don't want 2/3 cup of coffee but a full cup, after all, I am paying for it.

PLEASE DO SOMETHING ABOUT THIS OR YOU WILL LOSE A CUSTOMER!

Ginette Melanson
[protected]@gmail.com

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Wine Is Good
Wine Is Good
, US
May 16, 2016 8:27 am EDT

Two words: MCDONALD'S LAWSUIT. The minute you take off and burn yourself you will want to sue for the cup being too full. Want a full cup? Go inside.

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A
7:20 am EDT

Tim Hortons firing of employee

May 13th, 2016... I had a fire at my home on this date, a young lady is a volunteer with the fire department and also works at tim hortons... Her name is shawna dampier... While at work her pager went off for her to go to the fire and the boss tom I believe his name is told her if she goes she would be fired and told her to get her priorities straight... As she continued to walk out the door he told her you're fired... I am totally appalled by his behaviour, this man should not be running your business as he is not good for your company... He is very rude with his staff... Also one of the staff members deanna fowler also had to leave as her son was at my home when the fire broke out and he didn't want to let her go but she was going anyways, he has no compassion for people but if the shoe was on the other foot i'm positive he would want everybody to help him out... You need to do something about him before you lose business, small town word of mouth travels fast... Thank you

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Gabrielle Geier
, US
Jun 13, 2016 11:15 am EDT

I worked there a little over a year, the one on ridgeway and long pond to be exact. The old assistant manager (who left by choice) had 3 corporate complaints and many outrageous outbursts. Now I gave my all came in when people called off, stayed late, opened and closed (which is illegal not to mention) and I had one bad experience with a customer for a misunderstanding. I tried to resolve the issue I tried talking to her and explaining the situation and figuring out the miscommunication she didn't want to hear it and she called corporate on me and twisted the story. Now the managers should always have their employees back, ecspecially one who did so much for them without being paid to do so, and being my first offense ever I should have had a warning . But I revealed I was pregnant so I wouldn't be able to lift heavy things or run around crazy maintaining 4 spots at once anymore and then they sent me home to "talk about it" . Sure enough they called that night and fired me. Funny how they were "trying to save my job" and "didn't wanna let me go" until I let that vital piece of information slip my tongue and then they say "ok well we've talked enough well let you know". I've seen so many health and safety code violations at this place, as well as so many employees be down right disrespectful or swearing or screaming on the floor to/in front of customers. But my situation was a huge misunderstanding that they didn't care to hear my version they didn't give a damn about the truth. Anytime anyone else messed up anything it was forgive able but for some reason if I did or I didn't notice someone did something wrong I got my ### reamed... Doesn't seem to me like they know how to run a business or manage employees.

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4:40 pm EDT

Tim Hortons service

The Tims location at Markham and Ellesmere in Scarborough, I was so humiliated this morning just for a breakfast...I proceeded to order and the young man was telling me how to order...I started to tell him that I always get sugar when I say no sugar but he started to argue...before I can explain myself, the manager came over and started yelling at me, not once did she say to me"what is the problem", I left that Tims in tears because its 8:30am and there was so many people around and I was so humiliated. I feel she is very unhappy in her job because I have seen how rude she is but ...this was too much. It was not the first time that this young man wanted me to order in a specific order. I have tried telling him that I have a problem, and if I don't order in the way I have it in my head, I forget...
Date: Fri April 22 2016 Time: between 8:30am and 8:45am
I would like her to understand that, her job is customer service and yelling at me was very de-grading...and I could have argue back but I realized that she is very upset and unhappy...she just lost a office of 30 customers who comes there...me coming to work in tears did not sit too well with my staff. I asked her several times to lower her voice and stop it...

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10:56 am EDT

Tim Hortons ad

I am constantly seeing ads on television about Tim Horton having their medium sized ice coffees for a $1.00. Well I went through a Tim Horton's on Friday morning at around 5:45 am on the 7th of April. Put my order in and low and behold, I was told that it was over. I would think, that if you are going to run specials, there should be a date and time span that you have and you take the ads off of the television as well. As of April 8th, I am still seeing it being ran. Not happy at all.

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2:11 pm EDT

Tim Hortons kensington & eggert buffalo ny

2nd time I've been disappointed with the product. Ordered Turkey bacon club sandwich got turkey lettuce 2 slices of cheese and tomatoes. Poorly made. Ordered chicken wrap it was so sloppy it literally fell apart as soon as open. Ordered 2 they ran out of wraps and only could give me one.
I'm going to drive further next time they are not living up to the quality I'm use to.

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2:46 pm EST

Tim Hortons the service is terrible

We arrived with two bus loads and the ladies that were serving were so rude, that out of 87 passengers 52 of us left. But what was the turning point is that the bus drivers were told to go wait in line, where normally they get served at the side counter, because they require to get back to the bus. I asked our driver if he would stop there again and his response was probably not and may just decide to pass the word along to other drivers that Woodstock has bad service so it would be better to stop before at the Cambridge Center. This Woodstock Center is in the west bound side of the 401. I was shocked as to how she spoke to the drivers, because they bring loads of business, maybe if those servers were out of a job their attitude would change.

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6:18 pm EST
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Tim Hortons store manager

When you been with Tim Horton s for over 17 years but work 12 years for a wonderful owner in Belleville he knew how too look after his employees and managers with help from a wonderful general manager.You then move away to be with a wonderful guy. Decide too return back too Tim Horton s it was great at first until this general manager came along. I work over three years and only one sick day off came in on my off day too cover another manager over two months no two days off together and could spend time with my children and grandkids which was three hours away plus they also work and they only have weekends off. They never offer anything else just Friday too Tuesday 2pm too 11pm or get out. they are hiring are the time and yes i would of step down but still nothing was offer...

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2:22 am EST

Tim Hortons wrongful dismissal

So I get hired at Tim Horton's on November 10 2015. I have worked at a Tim Horton's before so the service is not new to me. I tried my best to fit in but well some tight knit groups are harder to allow you to fit in. I followed every instruction that was given to me. When I was asked to work different shifts I did it without complaint including night shift. I cleaned, I was friendly, I showed up 30 min before my shift and whenever asked to stay late I did.

I was told that I don't listen, here's an example--
me-"would you like me to make up some yogurt?"
shift supervisor-"that would be great! Thanks"
I get out the containers, the berries, the yogurt, the granola etc... I was shown only once how to make this product and I am not a stupid person.
So I fill the yogurt to the line on the container just like I was shown and then using the RED scoop level I put the berries in. One of the other employees Karen comes in and says " That's to many berries, your using the wrong scoop. Your supposed to use the BLACK scoop! " Simple mistake right, WRONG!
me-" I'm sorry. Do you want me to take some of them out?"
Manager says in the background- "yeah, that one doesn't listen"
She is saying this for all to hear even though I am attempting to correct the mistake.
Another thing she said when I asked why I was fired " You are a worker's comp risk waiting to happen" I mean who says this!

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4:24 pm EST

Tim Hortons unethical behaviour of manager/owner - store 2895 westwind calgary, ab

The incident happened Thursday, Jan. 28, 2016 inside of Tim Hortons and witnessed by a lot of customers and staff.
The manager/owner of the store was so mad at my husband just because we are trying to clear a double entry in our credit card.
She gave the papers to my husband without any explanation what happened why is it like that.
My husband is a regular customer of this store. So when our credit card statement came, we saw the same amount at the same date. We are just wondering whether this is a duplicate so we came to the store and give a copy. We were told to call the supervisor who can deal with this issue. Monday, Jan 25 I call the store and was able to talked to the owner and she advised me to talk to MC which I did. MC told me to talk to the store, so I left the copy of the statement again with polite notes what transpired.
Thursday, while my husband was eating in the store the manager came and so mad at him, gave him papers without any explanation what happened. She humiliated him in front of the customers in the store.
Our point here, whether there was a mistake or no mistake on the statement, as a manager, you have to explain it properly to the customer. She don't have right to treat my husband like that.

PS

I can provide copy of the note if needed.

Thank you.

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10:29 am EST

Tim Hortons oatmeal raisin cookies

January 06th. 2016 To Whom It May Concern; With respect. I have been a customer of Tim Horton's for more than forty years here in Lindsay, Ontario and for the most part the products and service in all the Lindsay franchises have been very good. Every morning, at about 5:45 am, my wife buys me a small coffee and one Oatmeal Raisin cookie from the Tim Horton's in the Whitney Town Center Mall on Kent St. West in Lindsay. For a very long time the cookies were great. They were fresh, and the service was terrific. However, over this last one or two months, the service has been terrible. Very slow in fact and she has to be at work by 5:am and there's barely anyone in the store so I don't know what the problem is. Anyway, my complaint is with the cookies. More times than not, the cookies are absolutely awful. They are hard as a rock and stale as can be. They used to be a really nice pliable cookie that would almost melt in your mouth but this past month or so they've been just awful. If this is the way the cookies are going to be after such an excellent product can be achieved, then I don't think I want anymore of these once terrific Oatmeal Raisin cookies. I would rather go to McDonalds for my coffee and morning snack. I sincerely hope that you can do something for me about this, as I would rather stay as a customer of Tim Horton's as I have all these many years. Perhaps some vouchers for the numerous cookies I've thrown out this past couple of months. I'm sorry I have no receipts, but I can assure you that I've tossed at least 20 to 30 cookies over the past two months or so. I'm nearly 70 years of age and stale cookies aren't easy to eat. I doubt that a photograph of a stale cookie would prove anything to you at all so I guess I'm at your mercy here and possibly out $30. or so. Here's a couple of photos of this morning's purchase. I suppose you could check with the store as they know my wife there because she works as a supervisor (12 years now) at the A&W across the street. They know her from her uniform in the morning. Thank you very much for your time. Bud Melless 10 Wilson Avenue Lindsay, Ontario K9V 5R9

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9:01 am EST

Tim Hortons locked tim card

When I tried to do an online reload of my Tim Card I got a message that I was "locked out". First call, Saturday morning, the CSR told me that they would have to "file a ticket", whatever that means, and it would take 72 hours for someone else to look at my complaint. Utter BS that it should take 3 days. Called again on Monday, a different CSR tried telling me that I had tried to "reload" too often in one day except I hadn't. When pressed for a reason why I was locked out of my own card they said it happens frequently and often for no particular reason and the problem "would be fixed in a few hours". Eighteen hours later, now Tuesday morning, and still can't access the card... I don't have these problems with my McDonald's card...and they have a store literally across the street from my usual Tim's.

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7:55 pm EST

Tim Hortons waiting time

in regards to Tim Hortins in Kingston Ont. at the Cataraqui town center at 945 Gardiners Road. Employees at the mall including myself are waiting in line at this location 10 to 15 minutes for a coffee. There is always lots of staff at this store how ever if they worked as hard as they stand around chit chatting customers would not get upset, or leave the lineup because their 15 minute break is over. I have been told this location is not franchised out but is corperate and I simply wish to let you know who ever runs this location should be monitored. I am a manager at my store and there are several staff you have at this location that I wouldn't ever employ because of their behaviour.

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7:46 pm EST

Tim Hortons bacon @ egg breakfast sandwich

Recently my wife and I stopped @ Tim Hortons for breakfast. The eggs tasted like rubber. The bacon was overcooked. The hot chocolate had little flavour. Maybe Tim Horton's should check out their competition. McDonald's and [protected]@W's egg sandwich taste like real eggs not imitation. I expected more from Tim's. Is this part of the restructuring ? If so goodbye Tim Hortons.

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9:48 am EDT

Tim Hortons customer service/food

I'm a regular customer at this location seeing that I live right up the street. Recently I went thru the drive thru as usual and this particular day the cashier was very rude. She rushed us thru our order and in the end we didnt recieve what I wanted seeing that I had to be to work myself I didnt take the time to get my order fixed. Even after that experience I went again today for breakfast and spent a good amount of money and when I received my food which was two sausage egg& cheese sandwichs on everything bagels and two hash brown also coffee and donuts. At first everything seemed fine until I went to eat my food the sandwichs weren't cut the hash browns were completely overcooked or seemed like they had been sitting there for awhile seeing that it was 9:40 a.m I would've expected them to be fresh. Now I'm to the point that im considering to never go to this location again.

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3:16 pm EDT
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Tim Hortons morning breakfast

Dear sir or madam, I am a frequent customer and buy breakfast from Tim hortons almost every day. This morning I ordered from your 4000 mainway location in Burlington, ont and I ordered the spicy chorizo breakfast meal for the first time. It was very good. I ate it out of the packaging, but once I was almost done, I noticed in the bottom there was a used bandaid. As you can probably understand at that point I was disgusted and felt sick. I took a picture of it, and took the package right back to where I bought it. I spoke with the assistant manager and she did give me a refund, but she didn't seem to be bothered by the fact there was a bandaid in my meal and was quick to see me off. I wasn't impressed with finding the bandaid as well as the way the situation was handled. I felt she could have showed a little more concern and not make me feel as though I was inconviencing her. Despite this incident I will still order from Tim Hortons, but I will not go back to this location.

-Ryan Adams

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6:55 pm EDT
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Tim Hortons senior staff shouting on trainee

This morning in the core shopping centre, Tim Horton, around 8-9 am one of the senior staff was shouting on trainee. I clearly heard and saw that poor girl being humiliated between all the customers. Poor trainee she had tears in her eyes, despite her tears she was serving us a coffee with a smile on her face. I felt really bad when I saw this. I had to pretend that I didn't see her tears as I was feeling so bad for her. I had worked for food companies for 5 years, I never gave hard time to my staff. Although being a manager I had lots of responsibilities but I always tried to help my staff specially the new staff. The reason I am posting this comment is I really don't want people to be humiliated or treated badly. If so ever you want to convince or say something make it private and discuss gently. People like this thick headed can ruin the company's name as we know Tim Horton is a large company operating all over the Canada.

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Tim Hortons In-depth Review

Location and Accessibility: Tim Hortons is conveniently located in various areas, making it easily accessible for customers. The establishment also ensures accessibility for customers with disabilities.

Menu Variety and Quality: Tim Hortons offers an extensive menu with options for breakfast, lunch, and snacks. Their freshly brewed coffee and specialty beverages are a highlight. The use of quality ingredients and careful food preparation ensures a satisfying dining experience.

Pricing and Value for Money: Tim Hortons offers competitive pricing compared to similar establishments. Customers can expect value for money with generous portion sizes.

Customer Service: The staff at Tim Hortons is friendly and attentive. They efficiently take and deliver orders, ensuring a smooth and pleasant experience for customers. In case of any concerns, they promptly resolve them.

Cleanliness and Ambiance: Tim Hortons maintains a clean and well-maintained dining area. The seating arrangements are comfortable, creating a pleasant atmosphere for dining in.

Speed of Service: Tim Hortons provides quick service for both drive-thru and in-store orders. Even during peak hours, customers experience minimal waiting time.

Loyalty Program and Special Offers: Tim Hortons offers a rewards program for frequent customers, allowing them to earn rewards for their loyalty. Additionally, they regularly provide promotions and discounts to enhance the value for customers.

Online Ordering and Delivery: Tim Hortons has a user-friendly website for online ordering, making it convenient for customers to place their orders. Their delivery service is timely and ensures accurate order fulfillment.

Community Involvement and Sustainability: Tim Hortons actively participates in local community events, showcasing their commitment to the community. They also prioritize sustainable practices and environmental initiatives.

Overall Experience: Customers are generally satisfied with their dining experience at Tim Hortons. The consistency in food quality and service contributes to a positive overall experience. Many customers are willing to recommend Tim Hortons to others.

How to file a complaint about Tim Hortons?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the required information in the sign-up form.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button, which you can find at the top right corner of the website, and click on it to begin the process.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Tim Hortons. Make it specific and clear, such as "Incorrect Order at Tim Hortons Downtown Location" or "Poor Customer Service at Tim Hortons on Elm Street".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Include key areas such as:

  • The specific location or service that caused the issue.
  • The date and time of the incident.
  • A clear description of what happened.
  • Any communication you've had with Tim Hortons staff, including names or descriptions of the individuals involved, if possible.
  • Steps you have taken to resolve the issue, including any contact with customer service.
  • The company's response or lack thereof.
  • How the issue has personally affected you, such as inconvenience, financial loss, or health concerns.
Remember to keep the description factual and to the point, avoiding unnecessary emotions or opinions.

5. Attaching supporting documents: If you have any receipts, photos, emails, or other documents that can support your complaint, attach them using the provided upload feature. Do not include sensitive personal information such as credit card numbers or personal identification numbers.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial loss you have incurred due to the issue with Tim Hortons. In the 'Desired Outcome' field, describe what you would consider a satisfactory resolution to your complaint, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Before submitting your complaint, review it carefully. Check for clarity, accuracy, and ensure that all the information provided is complete and correct. This will help others understand your situation and support your case.

8. Submission process: Once you are satisfied with your complaint, click the 'Submit' button to send your complaint to ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been filed.

9. Post-Submission Actions: After submitting your complaint, keep an eye on your ComplaintsBoard.com account for any responses or updates. You may receive feedback from other users or even a response from Tim Hortons addressing your complaint.

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