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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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Newest Tim Hortons reviews & complaints

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T
9:29 am EDT
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Tim Hortons roll up the rim

I won a $5000 CIBC card on feb 27. I took my cup in to an Edmonton location fully intact and filled out the form necessary. I was then told it could take up to 6-8 weeks to receive it in the mail. It has now been nine weeks. I was hoping someone could help me out. I have heard of other complaints about different roll up the rim item issues on the news and such I am really hoping I don't have to make a complaint as well that way I don't want to have to do that sort of thing I'm really a avid customer to Tim Hortons and would really like to stay that way but you know when you win something it's really nice to be able to get that price especially something like that thank you

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M
11:17 pm EDT

Tim Hortons no honey or brown sugar they have taken all the outside garbage away

The only reason i would go to a tim hortons now is to use the washroom as a last resort. Disgusting the way employees are treated. And the above listed problems. How can you serve coffe and tea with no honey or raw sugar, even a dunce could figure that one out and here we are looking at a multi million dollar corporation. You are so interested in saving money you intentionally create garbage for our landfills and do no service to the public what so ever. The sooner you go down the tubes the better. Tim hortons scum of the earth.

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K
9:57 am EDT

Tim Hortons oatmeal

Please see attached picture. every time I order oatmeal from your store it looks exactly like this. I had to remove a full cup of water for this to even be eatable. please fix or make a new version of oatmeal, because this is the worst I've ever seen. store number is 4165. would also be nice if you could get the manager of the store to wear actual TH uniforms instead of his white stained undershirt that he wears every day.

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9:25 pm EDT
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Tim Hortons roll up the rim

I went to use my two free roll ups of donuts today only to be told last day was April 20. I had asked the same location (finch subway) when are these valid until the beginning of April and was told the end of April. Very disappointed! Really you should right the validity date on the wining roll up so people won't be soo disappointed. Is there anything you can do...

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M
6:04 pm EDT
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Tim Hortons turkey melt

This was the most dissapointed I have ever been visiting a Tim Hortons, I am bordering on angry. I stopped at the 401 Westbound Enroute at Cambridge Ontario at approximately 4:00 this afternoon and ordered a Coffee a Turkey Melt and Potatoe Wedges at the drive through. After placing my order I was informed there were no wedges. That was fine, I was satisfied with the Turkey Melt and Large Coffee, I paid my 9 dollars and change and headed out on the highway. Wow was I surprised to find I had a Turkey NOT Melt. It was Dry with no mayonaise on it, the turkey was an Ice Cold mess and the cheese was a blob on a cold piece of bread as you can see from the picture. I am not sure what Tim Hortons will do but I would be embarrased to associate with a franchise like that.

[removed]

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5:52 am EDT

Tim Hortons ice caps

Every morning they charge us something different for the price. Also they have poured chocolate syrup all over the top of the lid, which in return made me get chocolate all over my 500.00 work outfit, and a little on my Marc Jacobs's pink back pack purse. She also did not give us our receipt but we were at the Dublin grandville Rd Tim Hortons. We go there ever morning to get the same things and this is the second time the syrup was all over the cup.

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J
6:43 pm EDT
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Tim Hortons chicken wrap

I was on my way to work at 3pm and I ordered a chicken wrap and a coffee. As soon as i took a bite of the chicken wrap i knew something was wrong, and opened the wrap and found hard dried out chicken. I was unable to go back to the restaurant to show the staff as I would be late for work otherwise. This is very disappointing to pay over 8 dollars for a wrap and coffee and to receive that quality of food where it is not even edible. I am a frequent tim hortons customer for coffee but i definitely will be going elsewhere when i want food with my coffee in the future as it was really disgusting I was served old hard chicken. I attached the photo for reference.

Julie MacDonald

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A
3:16 pm EDT

Tim Hortons very slow service

You need to make more people available to attend customer's not just when it's busy but also during slow times a customer shouldn't have to wait almost 10 min for a small order especially when it's not busy
Another location you had a lot of teens working and did not see any supervisors, employees standing around talking, on their phones not attending to customers in line, safety hazards a large container with hot liquid inside it behind the counter easily for someone to trip on

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L
8:17 am EDT

Tim Hortons bagged donuts

Every single time I order donuts with a chocolate glaze they always put them in paper bags and they are ruined before i get to eat them. No one orders a chocolate glazed donuts and doesn't want to eat the chocolate. Its annoying and a real bother and it happens every time and my destination is always too far away to return the donuts and complain!

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12:12 am EDT

Tim Hortons service

I was at Tim hortons location today around 5 pm in Tsawwassen mills mall. It had a line up and two cashiers were open and had two lanes and both were open and so I entered the second bcz the lane one had two ppl standing already. And so I was waiting for my turn to go and the cashier in front of me called the guy from the other lane and told me that the lane i am standing in is not open. I said then when is it not closed . She said when the lane gets too long in one that's when we open the other lane. It was left open so how do I know when entering that it's closed. She didn't serve me and starting serving the other guy . My question is about the invisible closed lane sign that I was supposed to see and couldn't see. How do I know for next time that the lane is closed. When they both look 100% the same.

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Update by Ruby D
Apr 29, 2018 12:22 am EDT

I was at Tim Hortons today around 5 pm in Tsawwassen mills mall. Two cashiers were open and two lanes were open so I went to lane two because in lane one two people were waiting. When my turn came the lady told me the lane I am standing in is closed and called the guy from the lane up. I asked her then why do you have the lane not closed then? To that she didn't have an answer and all she said was that we serve lane two when the lane one line up is too long . My question is how do I see the invisible sign about lane closed next time I am at the same location?

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10:15 am EDT
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Tim Hortons customer service product

Was at your Tim's at 704 king st west in Kingston and when I ordered my order the girl taking my order was rude and had never said anything to us about being out of hash browns. It is breakfast time have enough on hand she never let me finish my order and when I raised my voice so she could hear me I was told you don't have to yell. If she would of listened to me in the first place I would not of had to yell. So when I went to the window I did tell whoever served us that I wouldn't have to yell if I was able to finish my order properly. The one who took my order never came to the window. We go to this establishment at least 3 times a day and have never been so upset with the way I was treated by another individual in my life. When we got the order our breakfast sandwich's looked like a dogs breakfast, I had to ask for my coffee because she never Asked me what I wanted to drink.
Our total was 27.00 and will never go back to this one again. I do have pictures that I tired to attach but they were to big

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H
8:52 am EDT

Tim Hortons service/cleanliness

Good Morning,
I am not one to usually do this, but I will never go to the Tim Horton's on Cannon street in Hamilton again. This is on my way to work, so would be the most convenient - but the customer service here is appalling. Numerous instances of telling me once I have driven up to window they don't have yoguurt, one day no eggs (at 9am), yesterday was given coffee instead of tea (didn't realize until I arrived to work...told them today and was never even apologized to, nothing offered to make the situation right, was never offered refund) today tea was wrong again...the drive through at this location takes on average 15 minutes minimum. I was sitting in the drive through so long yesterday I parked and went inside. The restaurant seating area and bathroom area was filthy. Then when the debit machine didn't work, I was simply told - ya our machines don't always work here. What kind of operation are they running? I will have to go back to my old Timmies (store 66 I was told) on King and wentworth. Perhaps advise the cannon location that when you repeatedly charge a customer for something you can even correctly give them at least a refund or gift card or APOLOGY would be suggested.
if you want to follow up you can contact me [protected]@mta.ca
Haley Regan

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JoeMonday1999
, US
May 03, 2018 7:37 am EDT

This morning I pulled into the drive thru @ Tim Hortons on 10 Mile Rd in Farmington Hills Mi...I attempted to order the 2 bkfst sandwich for $4 dollar deal being offered.
I asked for no cheese on them (as I am lactose allergic) Employee reply was "you can't have them without cheese". After some debate she said it was just not allowed and that I must buy them with the cheese on, and then I could take the cheese off myself...or, she said... "you can just leave the store". Ever try to remove melted cheese from bread? So then I asked for the manager, who briefly spoke something in very difficult to understand broken english and was no help at all. Finally a very rude and sarcastic third employee also refused my request to simply NOT put cheese on my order. Unless I paid the full price!
So let it be known that Tim Hortons endorses and maintains a ridiculous policy which is essentially...if you dont want or like to eat cheese, or if you have a digestive intolerance for cheese like me, you cannot get the same price discounts as other folks enjoy, and will be forced to pay more for getting less at Tim Hortons.
And that is just literal nonsense.
Needless to say I left and bought nothing there. And I never will again.

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M
12:06 pm EDT
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Tim Hortons french vanilla

Every time I come to the St. Paul Tim Hortons I ask for a xl French vanilla and always it is only filled a bit more then half. I always have to ask to fill up so of course the days I'm in a rush I don't and I get half of what I paid for. They need to learn to check the ones with the foam. I work at a restaurant and I know I don't serve half a cup of pop cuz when I poured it it was foamy. No I wait and let the foam go down then I fill their cup. I would love the same courtesy.

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9:45 am EDT
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Tim Hortons I am complaining about a product I was served

I visited the Bridge st. Tim Hortons in Belleville Ontario, at 10:30am. I asked for a bacon breakfast wrap and was served a disgusting product. The wrap was full of chipotle and there was no bacon. The woman working at the sand which station never changed her gloves as she had just previously picked up a warming tray that had hit the ground before proceeding to grab my wrap off of the grill. I would like some form of compensation for this terrible experience.

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6:18 pm EDT

Tim Hortons the employee treated me terrible

I was walking in about to get a coffee. The employee decided to let me know they were closing in 5 minutes. So i stated thats okay. He thought i had an attitude so in return he said "okay with your [censored] attitude." After he then persisted to cuss at me while I was walking out. I also stated it was a business and he should act professional... But he continued to cuss and make jokes as his friends and other employees stood around. I felt completely violated and angry. I honestly will never return to that Tim Hortins ever again.

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5:21 pm EDT
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Tim Hortons coffee with a long black hair in it!!!

20 Great Lakes, Brampton inside Metro
As I got to the end of my large coffee I opened the lid to get the last drop! I discovered a long black hair attached to the inside of the cup ! I was sick to my stomach! I have trouble swallowing as it is, I don't need to be swallowing a hair as I drink a coffee !
There should not be a hair in my coffee !
Do the workers not look in side the cup before they pour the coffee in ?!?!?!?

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9:08 pm EDT

Tim Hortons poor cleanliness

I went to a Tim Hortons on Warden ave and Bertrand ave and I noticed a few flies in the dessert display. I told the lady taking my order but she completely ignored it. This is a serious health concern because as seen in the pictures the flies/mosquitos were sitting on the donut and the croissant. I hope this complaint leads to some kind of resolution so customers do not have to face such things

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10:41 am EDT

Tim Hortons customer service

There is a girl that works nights at Barrington Passage Nove Scotia Canada Tim Hortons her name is Jade Newell. She has a bad body odor, and shes very ignorant to me as a customer, there was a fingernail in my friends ice cap from her chewing her nails, and cheese in my other friends ice cap because she was working on sandwich bar and made my friends ice cap without changing her gloves. Her presentation of her uniform is disgusting, please do something or you will lose me and a few others as customers.

Thank you

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O
8:41 am EDT

Tim Hortons roll up the rim

On the roll up the rim promo I won a $50.00 Tim card.

I was out of town I just got back and was told that what I won was no longer valid.

This is a scam Tim Horton is a company that does not care about there customers, to them its just money.

The way they treat there customers is the way they treat there staff.

There staff and customer make there business.

Tim horton needs to learn how to treat there customers and staff.

I think its time that people change there coffee company and tim horton can join the other company's that have closed down there business.

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Marion Hamilton
, CA
May 02, 2018 10:06 pm EDT
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I'm with you on that! Tim's no longer has any concept of customer service. I lost my Blue Jays Tim's card with a $30 balance on it. Asked a couple Tim's locations if they had any Blue Jays cards in. Was told no so called Tim's customer service. What a farse! I was told I could order one for a $2.50 fee and they would be happy to transfer my balance over to it. Buy one? Really? So I emailed C/S and here is the reply I got:
Dear Marion,
We thank you for taking the time to write to us. We appreciate any feedback from our guests and I would like to respond to your question about your lost Tim Card. You will have to purchase a new Tim Card yourself, register it, and when you are ready call Guest Services and we will assist your further.
You may provide your Tim card number so we can assist you.
Alternatively you can please contact Guest Services at [protected] Mon - Fri 8:00am - 5:30pm EST at your earliest convenience.
Thank you
Tim Hortons,
Kathleen
Guest Services Representative

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J
9:48 pm EDT
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Tim Hortons false advertising

Stopped at Tim Hortons on Sunday, April 22 at 5:15 PM. Sign outside advertised two breakfast sandwiches for 4.00. I observed the menu on the sign. It stated that breakfast was served all day. I ordered the sandwiches that were on sale and was informed that they stopped serving breakfast at 5:00. I pointed out that the sign says ALL DAY. The employee apologized and said that he was only doing what he was told.

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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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