Tim Hortons
reviews and complaints

So warming a bagel is now considered toasting. I received 2 bagels from their drive through and were barely warm enough to melt butter. I parked and went inside to ask for a new bagel that was actually toasted and the staff asked if I wanted it more toasted, to which I replied it hasn't even been toasted. I received new bagels that were exactly the same. So I tossed the bagels and went someplace else for breakfast. I feel like Tim's has really let there standards go. This happens far to often.

I have a wheat allergy and get very sick when I just wait. At the Rochester location near marketplace mall they allowed me to substitute a piece of lettuce for your delicious bread products for the breakfast sandwiches. I paid the same even though I probably was not fully getting my moneys worth with gratitude. Today, at Tim Hortons in Batavia New York across from Tops friendly markets, I ordered some sandwiches and requested to Venice. I was told no by the manager even though it was a wheat allergy. She said she would do it this time only And that company policy would not allow this on deals when I would purchase the products.

I bought 2 large coffees and a large hot chocolate at Dorval QC Tim Hortons on fenelon. I was served the drinks with a broken tray in which the drinks spilled all over the inside of my car. I went inside to tell them they served me a broken tray and ask for a refund as now the drinks I PURCHASED are all over my car. I was told they will not refund me because I should have realized the tray was broken. I told them that is complete nonsense and I want my money back as I know the policies and have worked for Tim Hortons for 3 years. The manager at 730am on Sunday September 30, 2018 told us we should have realized the tray was broken. Not to mention my parents are there EVERY SINGLE MORNING spending THEIR HARD EARNED MONEY at this location. My parents were with me at this time as well as was there other customers witnessed to this. The manager said that "you are picking on a new person" in which we replied excuse me. The manager was extremely rude. I asked her for her name in which she refused therefore I took a picture of her. She then proceeded to threaten me for taking the picture. I told her give me my money back and I will delete it. She goes on to say that she will call the police and she isn't as abusive as the police. This being said to a BLACK FAMILY. She was told what she said was completely racist. I finally got my money back for the drinks. I will be filling a massive complaint as to this so called manager should be fired. She is utterly disrespectful and racist which last time I checked isn't what TIM HORTONS stands for.
I would like to be called at [protected] regarding this complaint.

I have been a regular consumer at many local Tim Horton's in and around my local province. Since the time that all Canadian Tim's were bought out by a major South American Company things have gone way down hill, speed of service, quality of products and over all there is not a white employee around anymore.

Seems like these new owners have a taste for Filipino and East Indian employee's.
I have even noticed this in Saskatchewan, Alberta and British Columbia.

Every time I go through the drive thru, and decide to skip the mega lines of cars and walk into a local store, all these employees are rude, talking their native tongue and giggle. They have no respect nor care that all customers that wait patiently for their drinks and food products are being served at a courteous and timely manner.

Who pays your wages?
Answer: Customers

Come on Tim's, Get your head out of the bags of money and start to change the ways of treating your customers.
I do know that it is my last time I will ever find myself doing business with your shops.
Many other Coffee/Donutshops that I will look to visit.

To all employee's of Tim's:
Your in Canada, Speak either English or French and not your native language unless you are in your nativeland.

I know dam well that if a Canadian was working in your local cafe in the filipines, he/she would be terminated if they were speaking their native language.

STOP Immediately, Learn our native language and enjoy our country.
We allowed you to enter and reside...now it's your turn to respect our rules and laws..

Thanks,
DD

I had ordered french vanilla small coffee when going to
Meadowale icerink for my kids skatting classes ... from the branch near it and was given wrong coffee ... no reciept of payment and no change from the drive thru... there was a car behind me and i dint want it to wait so i also rushed and was getting late... not getting the change would not have mattered if the coffee was rightly placed but sadly both ways went wrong..time is approx btw 12.05 to 12.15 pm

Where is customer service at the higher levels ( head office level)? Why do you ignore emails. I have sent different emails to the main office about different subjects, and my wife has also emails tim's Hortons main office as well and no response to her emails or to my emails. I personally don't think that is good customer service! How can anyone expect to get good customer service at a store level if you cant get good service at the head?

Hi I'm a regular customer at this store I come here every 5 days a week before work friendly young workers the Problem I have with this store is not the food but the lady who's in charge (the manager ) she is very rude and loud(annoyingly loud )to customers.I've noticed couple of times that she screams at the co workers as well and hit them in their visor, not sure if that was a joke or she was mad about something ) .I don't think she's allowed to that to your own co workers .. ..really horrible ..she speaks loud when we try to change the order or if we mistake the order ..I really don't want to be treated this way please take actions ..she should not treat to her customers like this .
Thank you .

At Drive Thru at Bathurst and Drewry - Sep 27/18:
Ordered a small coffee ($1.55) + 5 packs of hockey cards (1st one is promo for $1, other 4 are $2 each) - total came to $13.50 and I knew that this was too much. Manager insisted that this was correct amount, even though I bought same thing yesterday for around $11.50. Turns out that they got my coffee order all wrong (small coffee with just milk turned into an small ice capecino, which of course costs more). They insisted that this is what I ordered (ice capecino). Since lineup was quite long and horns were honking, and the manager was making no immediate move to make it right, I took my small coffee, which was sitting right next to the ice capecino, and drove off. Hopefully my donation to Tim Horton's will be used to hire and train staff in customer relations.

The Tim Horton's located at 25 Woodstream Blvd. is truly a disappointment. This morning the staff were so disorganized and yelling at each other while there was a line up of customers. I received my order for my coffee to only be filled 3/4. I asked the staff who served me to fill up my coffee only to find out when I arrived at work she pretended to do so. I am not being charged 3/4 of the price however full price, therefore my coffee should be full. In addition I had asked for skim milk and she informed me this Tim Horton's only serves 2% milk. Why is it that I can drive 2 mins away to the next Tim Horton's and they supply skim milk, lactose free milk and brown sugar. Tim Horton's you really need to get up to speed like Star Bucks and offer healthier choices. In addition many times I will arrive at a Tim's to find out I have to wait for the decaf to brew. Customer service is truly a disappointment.

The Tim Hortons in St Thomas ontario on South Edgeware Rd has been a huge disappointment for a very long time. I find the store is very un organized. They always seem to be short staffed or they are all in drive thru, even if one or two cars will no one come to help counter. Another huge issue is that their baker quit and rumor sounds they don't plan to replace them. Either way no one bakes after 3pm and that means you wanting a coffee and donut really isn't an option because after 6pm the show case is empty with very little to no options. I know no one wants to waste food and truly I understand. I also understand that obviously at some point it should start to run out but in my opinion not until after 8pm. Maybe cut back on the options for muffins and maybe only have the top 3 or 4 best salers. Even things like cookies only bake in the afternoon more of chocolate chip and peanut butter and less oatmeal raisin or whatever dosen't sell as much. Just like plain donuts make less and more Boston donuts etc. Just make more of what sells fast and a little less of what doesn't.

Hi,

I had a very disturbing experience at 938 Liverpool Rd store #102642. A female staff was cleaning the floor when I entered. She stopped cleaning, came to front desk to take my order and started with my chili order without washing hands and wearing gloves. I advised her to follow the standard wash hands and wear gloves before proceeding. She replied that she didn't touch my food. A male staff, Indian origin middle age, possibly the manager, interfered and told me he would look after my order. He went to the back room and came back showed me his wet hands to prove that he washed his hands and with her bare wet hands picked up a bread bun and threw it in the bag for me. I asked him why he didn't use gloves like other locations. I told him this is not your house, you shouldn't be touching customers food with wearing gloves. Also, I added that I bet you that your female staff wouldn't touch her food at home with dirty hands and if she does she shouldn't be touching customer food without wearing gloves. The Indian staff replied that "what is your problem? you got your order now goodbye" Poor customers that order their food from drive-in don't know how staff handle their food. I didn't take the bun but had to take chili since 3-4 locations I visited prior to that location didn't have chili anymore at that time of the night.

It was 730 pm Kingston Ontario where a time said they don't service breakfast past 7:30. So I couldn't get egg for a sameitch I was willing to wait for they just refused to make it. After I said I'll contact Tim's complaint line then did the server add a large wedge said sorry for not having egg but if you just don't serve past a time it should be posted some where.

Hi there,

I am writing this email to make a suggestion for your Tim Hortons locations in Edmonton, Alberta. If you had outlets in your stores, myself and my coworkers would be far more likely to work on business there (purchasing food and drinks). We only pick places that offer wifi and outlets and I am sad to say that the majority of your locations do not meet our requirements, so we often choose it's competitors for regular lunches, etc. I guarantee that adding in outlets for guests to plug in their laptops and other electronics would open up a market of business people and entrepreneurs to your locations.

Thank you for your consideration.

Sincerely,

Robyn

I have been trying to resolve a complaint since Jan 2018 (case # [protected]). I have been calling twice every week and always being told it is being escalated, etc...blah, blah, blah. It is disgusting that no one can take the time to contact me. I called the head office [protected])and the secretary was very unfriendly and ignorant.

How is it possible that the customer service for such a big company be so poor

I consumed an English Muffin breakfast sandwich with sausage this morning at 9:10, at Tim's located at Hwy 7 east of Television Rd and Hwy 115.

At 1:30, I had consumed nothing else during the day, I began having stomach cramps, watery diarrhea, followed by vomiting up to 3 times. At 5:00 pm I continue to have cramps and diarrhea. Since the Tim's sandwich is the only thing I have eaten today it must have been contaminated and I'm suffering from food poisoning.

I have noticed that several things have fallen to the floor and staff just reuse it without washing. This store needs a hygiene inspection.

Why is it that you can't get a hot mocha latte with chocolate whipped topping?
We use too, but now the Tim Hortons we visit weekly tells us that it can only be
vanilla whipped topping that they no longer use chocolate whipped topping.
Please help get chocolate whipped toppings in this store. (Main Street, Chillicothe, Ohio) I just thought that Tim's was a specialty shop for making drinks/coffees.

Today September 23, 2018
Let me first off by saying your smile cookies are a great idea and I love the fact that proceeds go to charity, as a Matter of fact I purchase 4 a day for my children on my way home from work.
I went to Tim hortons this morning as I do almost everyday. I order 25 smile cookies for my co-worker and a take 12 on my way to work as we take turns bringing in treats for the day.
The cashier was very friendly and got my order ready and gave me my total 50ish.
I got my double double Visa card out to use my money on the Tim card part of it and the rest on the Visa part. To my embarrassment & disappointment the light wouldnt work.
This is the third time since I have had this card, the light to choose not work.
As I dont carry more than 20.00 cash, I had to attempt to kindly tell the cashier that I couldn't pay for this order & have to watch the cashier throw the cookies in the garbage and take back the take 12 and dispose of it as well. Then off to work to retell the embarrassing story of how the tim/Visa card didnt work.
I buy my lunch at Tim hortons 1 to 2 times per week and coffee and treats every third weekend but I'm starting to become very frustrated with this card as the embarrassment not once, no twice but now 3 times now has happened. I've been made aware that Starbucks has a reward app that is similar and maybe it's time to switch. I have been an everyday if not a few times a day timmy's coffee drinker and therefore reaching out to you to let you redeem and or correct this issue, as well as I'll be reaching out to Visa with this disappointment as well.
I look forward to hearing from you.
Thank you
Jennifer Talbot
[protected]@gmail.com

Hi,

This morning I ordered a French vanilla and a breakfast sandwich combo on a toasted croissant with butter from the peterborough location on lansdown at about 8:30 - 9:am. I got the breakfast sandwich but it only came with chees, bacon and big gob of butter on one end...where is the egg? Doesn't the combo come with a hashbrown too? I paid for it...and I didn't get either.

I'm not one to complain but it is becoming more and more regular that my order is wrong or thrown together. I worked in customer service and completely understand it can be stressful but this is getting to be a little bit too much that the butter can't be spread. Chew on a great big block of butter. Come on!

I went into Vidal street timhortons( 1603) for breakfast. I ordered a farmers bacon wrap it was burnt called they said come back they would replace it I received a farmers sausage wrap cant eat sausage at that point I gave up not sure what's going on at this location but for the last 2 months costomer service is horrible you go in on an afternoon and the staff is cursing at each other I don't get it use to be a nice place to visit but lately it's just horrible cant even get my dec. Coffee never have any

Hi I'm writing in regards to the Tim Hortons on the corner of Front st and Blue Jays way Toronto. I went in and gave my order. They gave me the wrong coffee, which I did not even mention to them, I just thought ‘ok honest mistake whatever'. I'm standing there waiting for my warmed cheese croissant, for ten minutes and it does not come. I then lean over and tell one of the girls ‘hi I'm just waiting on my cheese croissant'. She replies, ‘yea they working on it'. I'm thinking, what exactly do they have to ‘work on' it's already made sitting in the display... 5 more minutes go by and I ask another girl about my cheese croissant. She says ok and grabs it, puts it in the microwave. Ten seconds late I hear the microwave beep, and she's just standing there messing around wih a box. At that point I got a little annoyed leaned over and asked if I can just have my croissant. I think it's ridiculous I had to wait close to 20 minutes for them to simply heat up a croissant and give it to me. The girl I first asked was rude and told me it was being ‘worked on' without even checking up if someone was actually doing so. Not to mention why no one checked up on the customer standing at their counter for 20 minutest. The staff is rude, slow and inconsiderate.
Coming from someone who has worked at a coffee shop, this behaviour is unacceptable.
Sincerely Danielle