Tim Hortons
reviews and complaints

Tim Hortons Location:
https://locations.timhortons.com/us/mi/novi/47296-citygate-dr.html

Between 10:55 AM and 11:10 AM on 10/28/2018, I was given a wrong item on a drive through order. Here are the series of events that happened within this time window:
- I went inside the shop in person to get it exchanged @ the counter.
- The manager (person taking the order) on duty asked and employee to exchange it.
- The employee. showed an attitude while giving back the exchanged item and adding it is "NOT a big DEAL".
- When I challenged him, on what he means by that, he answered back on my face "JUST [censored] OFF".
-All of this should be captured under the CCTV camera (if this location has one).
-The manager was present there and didn't object on such irresponsible behavior to a customer. I protested on this in front of everyone as this employee was trying to threaten me. and I was ready to call the Police on this incident.
- I left the shop very upset, but I wanted a closure on this.
- I came back to the location in 5 mins, asking to speak to the manager. The person who has taking the order identified himself as the manager.
- I narrated the incident again and re-emphasized on the use of profanity by his employees to a customer. He strongly denied this claim and offered me to reimburse my payment instead.
- One of the other supportive employees mentioned it strongly, that I cannot officially do anything against that employee as he is a MINOR.
This is the worst case of unethical customer service, I have till date and I am reviewing all option on how to fight back against this.
I checked google reviews, on the same location and found many similar experiences getting posted by other customers .
I will never ever buy anything from TIM Horton and will pursue all other internet / social media channels to make others aware of this incident.
Your hired employees have NO CONCEPT of customer service, which tells volumes on the shallow cultural /customer service ethics about the employees of you organization and /or franchisee locations.
I would rather spend a couple of dollars more and give STARBUCKs business than TIM HORTONS.

Friday Oct 26 2018 me and my husband stopped into the Tim Horton's store in Mansfield, Ohio. We ordered the 2 for $4 English muffin sandwiches and received 2 bagel sandwiches. We do not live in this town so we called to see what they would do for us. We talked to a very polite lady named Carol. She has waited on us many times and is always friendly. She took our name down and Daisy come back in when we got a chance to. Well trick or treat is at my in laws today so we stopped back by. Some lady who claimed to be a manager named Kaylee would not replace our order because our name was not on the board. She even claimed that it may have been replaced and still refused to replace our order. I am an assistant manager myself for a taco bell and realize a lot of people try to get free food but I also know that things get messed up and it's an honest mistake. I felt very disrespected by the way she talked to me. Maybe there should be a different policy for replacement food to where names cannot be erased. I just wanted to bring to your attention that there is some manager at your Mansfield store that may need more training in customer service. I will be driving back to that store tomorrow to talk to Carol about the situation also. But I'm not sure I will be back for anything else after this for the fear of being disrespected and pretty much being called a liar.

Thank you for your time,
Danielle and Jeremy

Hello I stopped into store number 910887 in springfield ohio on north limestone. I ordered a turkey bacon ranch hoagie got it to my work opened it up and there was nothing but two pieces of bacon on the sandwich. No turkey no nothing I tried to call the store at area code [protected] called twice went straight to the fax machine after about 20 rings. If this is how tim hortons operates that I will never return to them again. Thank you jay blazer
My email [protected]@gmail.com if you would like to respond.

I live in Tsawwassen and frequent the Tim Hortons. It doesn't seem to matter when I go in there is always a wait time. I think what is so frustrating is there only ever seems to be one cashier on duty. And the one on duty is not only serving customers but filling their orders as well. I've complained a few times but it's always the same. To me, it makes sense that the cashier takes the order who then turns the order to another staff member who fills the order. So you've got one or two cashiers who are not only taking the orders but filling them as well. So depending on the customer's order, it could be a large order of specialty coffees, which to fill, takes time to make. Thus, customers waiting in line wait for these orders to be filled which could take more than a few minutes.
Today, was the second time I've complained about this to the manager. Her response was she had asked her staff to notify her if things got busy and they didn't notify her. When I left Tim Hortons without my order there were about eight people in line. What a waste of time for six Tim Bits.
I hate going into the Tsawwassen Tim Hortons, the service is just terrible.

Visited Tim Hortons on Kennedy and major Mack and ordered a pumpkin spice latte to receive nothing but a lousy half cup latte. No whip cream not sauce nothing like the photo advertised in the drive threw.
5.00 bucks on what? A lousy half cup of foamy water.
Will def never order from Tim's.
Waste of my hard earned money.

Not to mention I am a single mother and really couldn't afford to buy a latte but the picture was what had caught my eye when I was ording a small coffee threw the drive threw. Next time ill go to Starbucks where I'm guaranteed a lovely latte.

Thanks Maria

We ordered two double toasted bagels, one with cream cheese and one with butter. They informed us the toaster was broken but they could grill them. I asked if they could b well grilled... They said no problem. The bagels where grilled whole, the inside was raw. Then they cut them and smeared butter on one, and cream cheese on the other. The butter was half a centimeter thick and not melted. Even when we scraped the butter off it was disgusting. The cream cheese one, just went straight in the garbage. Waste of food, and waste of money. Not impressed

On October 26, 2018 we went to the walk in Tim Hortons at 575 - 36 St. N. E., Calgary, Alberta and ordered a large coffee with 2 cream and a large steeped tea with 2 cream. When we got home and had a drink we were both dismayed that both drinks had sugar in them, but were marked as 2c. I am a type 1 diabetic so I called the Tims and the lady whom I spoke to told me we could come back and she would replace the order. I told her that were lived a few miles away and were not coming back and she said to leave my name and the next time I came in she would replace the order. I asked why we would we not be offered a coffee promise as well. She said that she was replacing the order and that was good enough. I then informed her that it was an inconvenient to have to drive back etc. and she said that that was all she had to do. I then informed her that I used to work at Tims and we would give customers coffee promises on top of replacing the order because of the inconvenience to them. She then said she had to ask the manager and wanted my number so that person could call me when they were in. This was the second order today that was wrong and its my time and money. It was in no way my fault that the staff member made both drinks incorrectly and then marked the cup lids correctly. Maybe they should have wondered why they put sugar in and caught their error. I don't think it is acceptable to brush off the fact that the Tim Hortons staff member made an error and to expect me to drive back and forth when my orders are wrong. I was looking forward to having a cup of tea and was very disappointed especially since I am not allowed sugar being a type 1 diabetic. One of the times my order was wrong and I called in I was told that I should taste my coffee before leaving the store. I order multiple drinks sometimes and I don't think my friends and family would appreciate me tasting their drinks! Not very happy with the attitude of the staff at this Tim Hortons.

I had to take a friend for an appointment and thought I'd buy myself a breakfast sandwich and a tea since I hadn't had breakfast yet. When I got the sandwich I proceeded to go up to the floor where my friend's appointment was and while I was waiting I ate my breakfast sandwich. The sandwich was the worst I've ever tasted. The egg had no flavour and was dried out, the bacon was tasteless and rubbery and the biscuit had no butter on it and was hard as rock. The tea on the other hand was very good. I want you to do whatever you can to ensure nobody else has to endure a breakfast sandwich (or any other product that you sell at these stores) like I had. People pay hard earned money for these products and deserve to have them freshly made and delicious not hard, rubbery, tasteless and dried out.Thank you in advance for your co-operation.
Sincerely
Deborah Peterson.

I came to the location Tim Hortons # 119 in Pickerington Ohio on 10/26/2018 at 9:50 am I have received the wrong order with my drink was suppose to be a cappuccino but instead after getting all the way to work and not being able to leave it's a coffee with cream or something that's not mine! I tried to call the store direct to getrjis fixed but that was a loss cause cause they put the number on the top of the receipt I have but they don't know how to pick up a phone. I have been calling nonstop and to think I will get some one only to find out after it rings 30 times it hangs up on you! Like are you kidding me you can't pick up a phone. So now I'm at work no drink and can't leave till 3pm this isn't the first crappy experience I have had at this location I would like an email back telling me what will happen and my bad experience I had today and now nasty coffee breath which I hate coffee!
Rachel.[protected]@ymail.com

I work in Downtown Ottawa over night The closes Timmy
That open 24/7 is 330 queen st . I have never seen a bad service like this before I spend 5 $ or over every night over there so I'm expecting some service especially when I tip the girl over there but what I get in return rude felthy mouth and calling the police on me just asking to use the washroom. I understand if I'm not a customer you may say no
Why there's ppl like that working with no customer service skills human being race has no respect .
I witnessed a gentleman try to use the washroom
She yelled at him washroom close he's like plz
Need to go so when I ask her why are you doing this
To your customer her answer stop hrasing me I'll call the police. . Seriously Tim Horton's thanks
For the service you won't get my business a gain

I asked for a glss of water as I was thirsty from a long bike ride and just wanted some water before continuing my bike ride and they told me no because I wasent buying anything im pretty sure this is illegal and not very happy with thier service at all ive been at other locations and have always been able to get free water and never have been denied it in my past experiences

I went to Tim Holtoms at 550 Bur Oak Ave, Markham, ON this morning(around 10:30 a.m. Oct 25th, 2018). I visit this place almost every morning before I go to work and always order the same meal as my blackfast. I know exactly how much i need to pay and prepare cash($3.35) before I go there. This morning, the coins that i had in my car were not enough, so i paid a 20 dollar bill and 35 cent(25cent +10 cent). I got my midume double double and plain bagle toasted w/t butter, and then I received my changes without the receipt. As I pass the drive thru place, I rechecked the change that I received from the cashier and realized the change that the person gave me was wrong($13: two 5 dollar bills& one twonie and loonie). I went back to the drive thru right away and explained the situation to the person who was taking the order that time. She said come down to the place and I did it. When I got there, I had to explain one more time; then the first word that I heard from the woman who listened to all my explanations was "How do I know you paid 20 dollar bill?" I was so dumbfounded...so I said, "i was here just a minute ago, if you don't know how much I paid, please check your camera." It was that simple, but what she said to me was that I have to come back when they close the store and check all the money at night. And they asked me to leave my name and phone number and gave the wrong change(13dollars) back to me. I said I'm not gonna take the money. There's no way that I get 13 dollar change with these midume coffee and baggle! She said she couldn't give me right change because of the system, but I could not understand why a customer has to take all the inconvenience due to one of their employees' fault. After arguing for a while, i finally got my collect changes back, but I wondered why they did not give it to me right away. They could check with multiple ways that I paid a 20 dollar bills& 35 cent. They made me waste of my time today and feel exhausted...Hope this does not happen again to other customers.

My husband and I always get a French vanilla or coffee before we head to work in the morning. Today Oct 25/18 @10:30 am at the 2013 Lawrence W location we bought 2 French vanillas and both our drinks tasted like watered down coffee.. by the time we noticed it.. it was already to late to
Go back because we needed to go to work. I'm very disappointed

I tried to contact store directly, I tried to submit an e-mail and they make it next to impossible to submit anything. so i'm here...I don't usually complain. I like my coffee in the morning and use the drive-thru every single day. Nothing worse, especially in the morning when in a rush, than driving off with the wrong coffee order. I took my coffee to the office and my first sip, had sugar in it...not how i ordered it. McDonald's makes great coffee now and is right next to my office. I'm not looking for a coffee coupon, I want to know (i know the answer) what happened to Tim's great service? Espresso machine has been broken twice in a couple of months, each downtime over 2 weeks. Myself and employees spend countless amounts of money on Tim's, maybe its time to invest in a good coffee maker at the office? I appreciate you taking the time to review, I know how I would feel and would much rather have an opportunity to resolve my client's issues than to lose them and never knowing why.

In sault ste marie we have a Tim hortons and esso gas station togeather, this location is close to me but it has the worst product service and long wait time.

I go there twice daily and am very disappointed the drink are never full and when I ask them to full it they get attitude which I dont deserve.

I love your drinks and food and dont want to have to drive farther for good service. I have complained to the location but nothing seemed to come out of it and I'm not the only one who has had problems.

My email is [protected]@hotmail.com

I am shocked that in 2018 you do not have proper recycling bins for your take out cups. I know that you sell 2 BILLION cups of coffee each year and Tim Hortons can't be proud that most of these are still sitting in landfill. I asked at the store what happens to the cups that people use in the store (the majority were sitting with store take out cups) and they said they put them in the garbage. In the garbage for us is a trip in a semi to landfill in the USA for the cups to then percolate methane gas and for the lids to take hundreds of years to decompose. Please be environmentally and socially conscious of how we need to move forward to zero waste. Please be a leader in zero waste and have proper bins and signage for the cups that you provide. In Europe they are banning single use plastics as we will have more plastic in the ocean than fish by 2050!
I have read in your press releases that " The Canadian Press that customers will soon see new packaging, marketing campaigns and an emphasis on being environmentally friendly." I hope this will also include a well marked recycling centre and emphasis on bringing your own mug. The "roll up the rim" actually discourages people from using a travel mug and I am hoping you can find a way to encourage people to reuse and recycle instead of the opposite. Please be part of the solution not part of the problem eh.

Hello,

I have been a customer of Tim Hortons for years and I have always drank my drinks with stars no matter what it is including coffee. The last few times I have gotten my drinks the straws have been lower then average quality.

I try to take them out of the wrapper and each end of the straw slips and it has been cutting my lip.

Beyond disappointed in the quality of Tim Hortons.

Increase the quality of your products.

Thanks,

My son and I visited Tim Hortons. I ordered qty (2) 2 breakfast sandwiches for 4$. 2 on a bagel with sausage egg and cheese, 2 on a croissant with sausage egg and cheese. The girl at the counter made a big production saying I am unable to get the croissant for the (2) for 4$ special and I will have to pay extra. I told her that was fine just give me them without the "special price".
We waited right next to the "kitchen area" where they make their food. The employee making the sandwiches yells "there are no more croissants we only have bagles". He continued to yell at the cashier "I told you we don't have any more croissants...stop selling them"
The cash register is less than 5ft away from the "kitchen area". I told the "kitchen area" employee that I had to pay extra to get those on croissants and that's unacceptable!
He put them on plain bagles, and told me it's only a $.50 difference and I cant wait back in line (which at this point was 8 customers long)to get my 1$ refund.
ARE YOU KIDDING ME?!
First you charge extra to put a sandwich on a croissant vs a bagel...second I pay "extra" and in the end lose out on money after this humongous spectacle that could have been avoided as the "kitchen area" was 5 ft away!?
I have told numerous people this story, and they will no visit this location. It has diminished drastically.

Close to every night when I visit Tim Hortons at 4228 Midland Ave, in Scarborough Ont.Canada, smoke is released from end of day duties into the restaurant.This is very bad for my heath as well as other customers who leave from it.This happens at around 10pm with some nights being worse than others, like this Monday Oct 22/18.I was forced to leave from the smoke which was in my eyes and lungs.This is a health and safety issue that must stop when customers are present.If this continues, I will be forced to contact Heath Canada and the Fire Marshal.