Tim Hortons
reviews and complaints

the other day my husband purchased a dozen doughnuts from the Maple Ave./1 st se location and when he went to pick out his doughnuts the personel informed him that he was not allowed to pick and choose what he wanted and pulled a box of prepackaged garbage out from beneath the counter and that is what he had to take. Since when does this company do this to the people who are spending their hard earned money into the franchise? is it not up to the consumer to decide what we like to eat and drink. We have 3 boys who love Timmy's as do I and my husband and we purchase not only doughnuts but coffees hot chocolate and ice caps all year long but if Tim Hortons is going to gear towards a dictatorship then I am sure we can learn to love somewhere else just as much.

I ask for a timmatin sausage and bacon for 4$ and something and the charged me a different one and charged for extra bacon. When it's a price for both sausage and bacon.There service isn't good. No matter how many time I repeat myself they always get it wrong.when asked to correct it they are very rude about it...I'm very unhappy with this kind of service I have work in a Tim Horton's before and this is not the services I expect to get .

The Tim Horton's located at 1420 Crawford Drive, Peterborough, ON has had a broken latte machine for over a month now with no plans to fix it. I usually order a pumpkin spice latte and that promotion will be done and I won't get one! This location is near my office so it is the one that we walk to daily on our breaks! I am considering driving to McDonalds around the corner now to get my Latte!

Dear sir/ madam,
I am a regular customer at 354 Highland Rd, Kitchener for the past 1.5 yrs--often I use the drive through service at this location from Monday to Thursday for my break fast. I am sending you this complaint with the request to assess and train the communication/ customer service skills of the manager at this location ( female, ? Middle east back ground, tall, mid 30-40, usually serve customers at drive through windows).
In the past, I once requested her to issue me a copy of my receipt; for which, she gave me an unacceptable response/ rude attitude as she threw the receipt at me. Thereafter, I started to purchase gift cards, to avoid any such fuss at the window ( I own a medical corporation ; thus, I use my bills for tax purpose).

Today, I asked her to let me know the balance in my card. As I noticed her avoiding my request, I repeated my request.She responded rudely " you need to wait lady, I am looking at it". When i told her, "you don't have to shout, you always behave inappropriately, who is your manager?" " she responded " I am the manager, complaint to me and closed the window at my face.
Its my humble request that the staff need to be reminded to be friendly and courteous to customer as many of us begin our day with the coffee at your restaurant. Looking forward to see that my complaint has made a positive change in the staff attitude, hereafter.
Annie Thomas [protected]

I am from Regina, SK. I am a daily customer of Tim Hortons, my immediate and extended family frequent the business as well. The hazelnut flavor option has been discontinued and none of the staff can provide an explicit answer why. It would be greatly appreciated as well conveinient if this option was made available again. Thank-you for your time and consideration!

How do you record gift card purchases?
I bought my boyfriend a $50.00 gift card, and the cashier gave him back a different card back. He didn't notice until next time he used his card and a zero balance. Can I track his purchases? He only bought 1 coffee. He had the card for less than a week. I assume the cashier kept his $50.00 gift card and returned a blank one to him. I have the receipts. Thank you, Christine Fullarton

A complaint about the store not having eggs in stock turned into a fiasco. The customer service department outright lies about returning calls - a week has passed and despite three calls to head office, no result. The belligerent receptionist won't put you through to anyone above customer service because they are trying to protect them from any criticism whatsoever. A week and still no return call? No wonder their customer service is a "1" - there is no option to provide a "0". Worst customer service anywhere, they just don't care

Karyssa Siebenaller was wrongfully terminated on Oct. 8, 2018. I am utterly disgusted by the way she was treated by the manager, Danielle Perkins! Karyssa's 18yr old sister, Kenadee was killed in a car accident on Sept 29th and the family was absolutely devastated. Karyssa, however, was told that since the schedule had been up for 2 weeks, her absences were unexcused and Karyssa replied "I'm sorry I didn't know my sister was going to be killed a week in advance." When she returned to work yesterday, she was told "her (Karyssa) response to the text was unprofessional" and that she needed to talk to Danielle because she no longer had a job! What? Not only is this a terrible way to treat Karyssa, but this conversation took place in public view, not behind closed doors, and everyone was included in what SHOULD have been a private conversation! Appalling!

Is this what we do to a family that has suffered a devastating loss? Kick them in the teeth while they are already down? The only unprofessional person in this scenario is DANIELLE PERKINS and she should be terminated! I will not be coming to this, or any other Tim Hortons if this is the way that managers treat their employees. Shameful!

Walked in approximately 4:45pm, only 2 employees, waited 9min. before I was even acknowledged, no apology for wait or even a hello. I ordered 2 hogies, 1-Turkey Bacon Ranch the other just plain turkey . I asked what kind of condiment they used for them she replied Mayo or garlic . I requested X-TRA garlic Mayo on Turkey. Waited a additional 11 min. & she literally just tossed them on the counter not even putting them in a bag, I had to ask & then she just handed the bag to me. Upon arriving home & biting into my sandwich it was dry and had 4 thin slices of turkey & one slice of tomato sliced in two on my sandwich, not to mention NO GARLIC MAYO WHATSOEVER ‼️‼️ UNACCEPTABLE‼️‼️‼️‼️ I tried calling the store several times, no answer, no answer, no answer & then finally someone answered & immediately put me on hold, after 12min. 36 seconds I hung up . My food was disgusting, & the service was horrible. The girl that took my order was NOT wearing a name tag, & she was also the same person that made my sandwichs. I would have immediately went right back up there but I let my daughter drive my car to work, that's why I tried to call right away ( alot of good that did me ) I'm VERY DISAPPOINTED & WILL NEVER GO TO THAT ESTABLISHMENT AGAIN ‼️‼️‼️‼️‼️

I've purchased the Tim Hortons cards for all four years of their existence, but this year will be the last. I usually buy a complete box of 100 packs the first day they come out and then multiples whenever I buy a drink. I like to purchase a full box, as the collation is always good, and the inserts fall as per the stated odds. First box I bought followed that pattern. No luck on pulling a redemption card (again), so I decided to try my luck on a second box of 100 at another location. As always I asked the store supervisor to grab me a full box from the back. Got home and opened the 100 packs, only to find that there were no Top Of The Line inserts (should be 4 to 5 based on the odds and my past experience) and only 4 Clear cuts (should be at least 8). Yet I got 4 Matthews Gold Etchings and up to 5 of some base cards. It was evident that someone had searched several boxes and threw the garbage packs back into one. I went in the next day and complained to the owner who basically blew me off. Stating that the store is not responsible for what you get in a box. When I mentioned that would normally apply, but not to a box that had clearly been tampered with, she basically told me tough luck and to call Tim Horton's customer service if I wanted to pursue the matter. Which I did and got the same run around. It made no difference to them that I have spent well over $2000 on their hockey cards over the 4 years. So much for their caring about the customers. Not only will I never buy another pack of cards, I will not step foot in one of their stores again!

I am absolutely disgusted by the service and food my husband received At the tims on barton😡😡 you [censored]ing uncultured swine [censored]s had the nerve to serve a artic cold bagel and a iced coffee that tasted like pure piSS and on top of that serve it TO my husband.This is absolutely pathetic and intolerable im in absolute disgust of such experience my husband had suffered and the trauma followed.i hope one of those barton crackheads blow up ur store and the retarded workers that commit to their useless jobs xo🙃

Twice on my way to work I've stopped at the new tim hortons on delaware Ave in tonawanda after 5am and (store hours state they open at 5) at the drive thru nobody answered so I pulled up to the window to see people inside only to get waved away. This is absolutely ridiculous and nobody should ever be shooed away when trying to pay money for a service!

I went to timmies this morning with a friend. Bought two large coffees, some pods of coffee for home and a bagel. Asked the young girl serving me for some hockey cards as well. Paid with interact. She said my card was declined, I said try again... it was not declined.
She didn't give me my hockey cards. I said I want my hockey cards. She said that I couldn't pay with interact for just hockey cards. Went to ask supervisor who also said no. Very upsetting. Not happy with the service. Will not be buying Tim's any more. Starbucks from now on!

I visited the store on Transit Rd in Depew (#5697) on October 7th at 11:30 AM.
I ordered a sandwich and wanted to use the restroom but it was disgusting. The service was fast but the breakfast sandwich was cold. I guess that's why it was fast. This is a busy location but it seems like they could do a better job on quality control. The coffee is still great! Probably the only reason that I come back.

I work on the road and need to thoroughly wash my hands before eating anything. Your liquid foam barely does anything when it comes to removing dirt, grease, oil or anything from my working hands. I wear gloves when I work but that does not stop them from getting fealthy. You need to supply us with real soap to remove grit from our hands. Truck drivers sacrifice their lifestyle by living on the road, sleeping inside our semi's, yo get your goods to your door. The least you can do for us is let us use real soap and paper towels to get our hands clean.
Many of your air-hand dryers are too loud. If I had the noise level tested on them, I can guarantee they go beyond the decimal level that causes hearing damage that I can sue you. A regular air blower may take longer to dry your hands but they would save my ears.
And I am referring to all of your restaurants in western Canada.

I came in the drive thru, at a tim hortons located on kensington and eggert located in buffalo ny at approximately 11:43 am I ordered a medium triple triple with hazelnut. I proceeded to the window to pay. And the cashier was very nasty. Her attitude was disgusting she practically shoved my coffee at me. And when i asked for napkins she asked me for what you only have a coffee, i said excuse me! And she grabbed a two napkins an dropped them in my car window. Now i drive off taste my coffee the coffee had no cream it was milk with no sugar. I went inside the line was extremely long and when asked to speak to a manager i explained the situation. The manager proceeded to say you people always want something for free! I said who are you people what are you talking about i payed i just want a new coffee the way i ordered. I was asked to leave. I left the store to immediately came home to make a formal complaint.

Thursday October 4 at approximately 4:05 I was excited to enjoy a pumpkin spice latte I ordered it through drive through and as I started to drink it, it was very watery noticed no cream was added and it was very frothy I didn't return it as I was on my way to an appointment. I continued to drink it figuring it would get better and it didn't. The next day I thought ok I am going to try another one but this time at Tim's on Clarke and Huron and it was perfect. Please have this documented and advise the staff at the York Store how to make this specialty coffee as after spending close to $4 I was very unhappy.

October 5 2018 - 930am
I go through the Drive Thru frequently in West Kelowna BC. Every time I feel very rushed when trying to order my food/drinks. Then most of the time when I do get my order something is wrong with it. It makes me think that the times in the drive thru are more important than giving good quality customer service. When I was explaining to the lady at the drive thru window of how I feel rushed every time all she said was "well know what your ordering before" there was no apology or sympathy of how I, a paying customer, felt. Now this happens every time I go through the drive thru. Something else needs to be done to benefit the customers with quality customer service. I go through the Starbucks drive thru and they always go out of their way to make sure they have good customer service. If this keeps happening while going through the Tim Hortons drive thru I will have to take my business elsewhere. Which would be a shame.
For my complaint to be resolved I would like to see better Customer Service.

I purchased a soup w a bun from Tim Hortons in Brighton off hwy 2. Halfway through eating my bun I noticed what appears to be blood on the end of the bun. It looks like the person who cut the bun also cut their hand and didn't notice the blood on the bun. I contacted the store and spoke with the manager Sandra. She was not very helpful, talked over me mostly. She said that they wear gloves when preparing food, to which I replied that you can still cut yourself through gloves. She then offered a refund for the meal. A refund is definately not appropriate for this situation. It's one thing to mess up an order, but when blood appears on my food that is not okay! Many diseases are passed through blood.
After that I contacted head office on the phone. The lady said there would be an investigation and there was nothing else to do. I do not feel comfortable leaving the investigation up to the Brighton store as they don't seem adequate. Nor do I trust them. I will be bringing the ‘evidence' to a local lab to confirm that the ‘blood' on the bun is in fact actually blood. I am hoping to have co-operation with Tim Hortons on this situation.
My name is Katherine Young, my email is: k.young.[protected]@hotmail.com and my number is+[protected]

It may be that I was in a bad mood being 6:30 a.m. and all, but that doesn't negate the fact that I ordered a medium coffee with 2 Splenda and 3 cream and when the lady presented it, the coffee was cold and (as I drove off she snickered). I try to think that she was laughing at a coworker but it seemed a little odd that I parked my car and the girl yelled to the others inside that she parked the car and is walking up... (to the drive thru window)... so I didn't like that either...

When I told her the issue, she said "do you want another one"? I said yes, that's what I ordered... then another of the 5 ladies working there said, oh did you want a LARGE, I said no, I just want what I ordered HOT. I spoke to the manager and he didn't even ask to refund the purchase price, which I didn't expect. I am just not happy with the situation...
I am in a bad mood before coffee, BUT I don't think that was the issue... this happened at the TIm Hortons in Beavercreek OH on Indian Ripple rd on 10/5/2018 at 6:30 a.m. Just providing feedback.