Tim Hortons
reviews and complaints

Hello, I'm a little disappointed at the Timmy I went to yesterday in my home town of Timmins, I often go there for pick up super I ask for chilly there was none I ask for chicken noodle soup there was none like what the hell, I don't get why the stuff you guys advertise we can't get jurying super time and it's not the first this happens I'm very disappointed for that type of service we wait in line so long for food and when it's time to order we can't get what I ask for

Good morning. I would like to take the opportunity through this forum to remind staff of their commitment to the customer. This morning I went through the drive thru at Wonderland Rd S at Southdale London ON and ordered 2 coffees and 2 packs of hockey cards. Getting to the window the female employee was very rude and short (not sure what kind of a day she was having). Passed to me was only 1 of the 2 card packs. I reminded her that I had ordered 2. She stated that she only punched in 1 pick. No problem, I offered to pay for the second pack as the order had already been paid for. She stated that she could not normally do this and that I should have checked the screen. I found this rude. I placed my order clearly and it was repeated. I apologized, dismissing the comment but yet again, she repeated, “next time check the screen”. This is not acceptable. I don’t need to argue with the drive thru attendant about something that was a simple fix in the end.

This is how I start my day…

Thank you.

Time and time again I have been having problems with your Castlegar BC CANADA outlet. Several times we bought large containers of Chili and upon arriving home to relish the product inside only to find it only about 3//4 full. Today I purchased at approx 3:30 pm October 14 2022 to find that the person who prepared this order sliced a bun in half and placed it in the bag with the chili. I inquired where is the other bun, her reply was we only give a half of a bun per order. This in my opinion is leaving a bad taste in my mouth as far as recommending TIM HORTONS to any future customers when in fact all previous orders contained a whole bun for each order. To raise the price of the product in my opinion is understandable but to cut down the size of the food is a bad way of doing business.

Other complaint is that many times during the weekday afternoon they are out of chili.

Mickey Nazarov...ph [protected]

Very unsatisfied future customer.

the packs are supposed to have 3 cards in them. they do not. theres 8 packs we got from bowmanville ave store in bowmanville like this . whats going on here? we have the packs to open there. we can feel the cards in there. my number is [protected] they were bought over a 2 week period in october i'm justin hughes location ofr store 980 Bowmanville Avenue, Bowmanville, ON

Today (October 11, 2022) I tried once again to redeem my reward points using the mobile app and my Tim rewards card but was immediately charged for the order before even picking up the item. The item was supposed to be free with my points. Isn’t this against the law? This company totally cheats and steals from consumers in any way possible. Look for my next review. I already have a review of this horrible business posted and the way you scam consumers.

An individual from Tim Hortons attempted to pacify me with giving me 160 reward points to make my inconvenience “seamless.” As absurd as this seems, more points (actually maybe enough for 2 timbits if they were sold individually) on a card with points I cannot redeem anywhere. His unfortunately seems to be the mentality of the restaurant staff as well.

Complaint based on October 1, 2022

I have called the 800 customer service telephone number, as per the instructions of the Southwestern Boulevard employee recommendation, several times regarding flavor shot dispensing as well as mobile ordering issues. I received no response after speaking to a service agent by email although that’s what they guaranteed would happen. The problem I’m having with ordering caramel flavor shots is they only put in 2 pumps which is not 2 shots. Two shots is 16 pumps of the flavored syrup. This issue goes on everywhere in the Orchard Park, Hamburg, West Seneca and beyond areas of Buffalo, NY. These shots cost $.45 each in the western New York area. (Jessica, your 160 reward points barely cover this event alone.) It has happened to me at least 15 times and often with my double inquiry of using the correct number of pumps. I’m sure I’m not an isolated complaint. Tim Hortons needs to device a better system its employees can follow and stop cheating customers.

Another issue is using the Tim’s card. I just came from the Southwestern Boulevard, Orchard Park, NY location after trying to redeem points with my Tim’s card and it would not work. The card usage for adding/redeeming points is not well programmed. Actually nothing about the app is well programmed. Can’t redeem points at several locations. The staff comments are, “We’re having a lot of trouble with the app and cards and there’s nothing we can do.

Also redeeming offers is very complicated. The fine print redemptions are an insult to a customer when they read “delivery only” which actually negates any real offer. How can McDonalds, Starbucks, Dunken Donuts…many businesses with points programs facilitate easy redemptions of great bonus offers? Tim Hortons requires the customer to load in $5.00 increments money to their card. Who gets the leftover change if not used? Note: on October 11th visit, it was noted this horrid company made some policy adjustments to this practice. Why do so many other restaurants, businesses offer lucrative rewards to their faithful customers. Tim Hortons is a dishonest, defrauding embarrassment to Canada.

I have called customer service several times regarding flavor shot dispensing as well as mobile ordering issues and received no response. The problem I’m having with ordering caramel flavor shots is they only put in 2 pumps which is not 2 shots. Two shots is 16 pumps of the flavored syrup. This issue goes on everywhere in the Orchard Park, Hamburg, West Seneca and beyond areas of Buffalo, NY. It has happened to me at least 15 times and often with my double inquiry of using the correct number of pumps. I’m sure I’m not an isolated complaint. Tim Hortons needs to device a better system its employees can follow and stop cheating customers.

Another issue is using the Tim’s card. I just came from the Southwestern Boulevard, Orchard Park, NY location after trying to redeem points with my Tim’s card and it would not work. The card usage for adding/redeeming points is not well programmed. Actually nothing about the app is well programmed. Can’t redeem points at several locations.

Also redeeming offers is very complicated. The fine print redemptions are an insult to a customer when they read “delivery only” which actually negates a real offer. Why is McDonalds, Starbucks, Popeyes…and many retail businesses with points programs facilitate easy redemptions of great bonus offers? Tim Hortons requires the customer to load in $5.00 increments money to their card. Who gets the leftover change if not used? Why do so many other restaurants offer the opportunity to use an additional payment method, i.e. debit or credit cards and TIM HORTONS ONLY OFFERS LOADING MONEY TO THEIR ACCOUNT? The answer is to steal or cheat from their customers.

Sent from my iPad

I am writing this in pure frustration.

I go to Tim Hortons in Yarmouth water street, also Digby Tim hortons.

Everytime I get my coffee now I ask for the top not to be touched, due to covid.

The response from both stores have made me feel like it's a huge deal for them not to touch the top cover of my coffee.

Also due to seeing the gruesome hands of some window emloyess.

Stained finger from smoking. Dirty fingernails.

Not sanitary at all.

I am appauled with treatment and disgust by your employees.

With the rolling of eyes. In Digby, I have had runs ins with Supervisors who get mad and tell the employees not to worry about it and still put hands on my lids.

The customer service has been dreadful.

I love Tim Hortons but this has made me very much consider leaving to another restaurant for my coffee.

The treatment is and has been awful! And not an enjoyable morning

My name is Lexington Thomas

My contact information is:

799 Greenville, Greenville, ns

B5a 5j6

Phone: [protected]

Thank you for your time in reading.

Date - Oct 8th 2022

Tim Hortons # - 102291

Total Spent - $38.25

First off this location was unorganized there were about 12 customers waiting for their order as they kept taking other orders.

I was placing my order and they said they did not have everything bagels or bacon for my farmers wrap. I had to change my order based on this. I was told my total was 33.35 I ended up paying $38.25 so I asked why she realized I was over charged so I had to get a refund that meant she had to punch everything in again and give me a refund then had to recharge. I then was waiting for my order for 14min as about 20 customers came in got their items and left. I asked why the heck I was waiting to realized my food order had not even been started as the lady who was making the food thought it was a mistake since the order came up twice due to the refund. The manager was cold no apologies and did not even offer anything. This is absolutely unexplainable and I would like an acknowledgment on this

I honestly do not post complaints and I've had a few bad experiences at Tim Hortons. But this time I just had to say something. The Vegreville, Alberta drive through has 2 lanes. The server is supposed to take each lane in its turn. I waited and waited in my lane ready to give my order, and they put 3 customers in the next lane through without asking for my order. There were also people behind me waiting. When I finally got to the window, I let them know what had happened and they didn't apologize or anything. On top of that, my order of a simple toasted bagel was not even ready and I had to wait even longer. Not cool, people. Not cool.

I'm finally ready to complain .. Every time I go into this store and it is guaranteed at least twice a week the staff is RUDE, they completely ignore us (we work in the same strip area) they laugh and talk amongst themselves all while we wait to be served. Upwards of 10 mins. And this is EVERY TIME. Tonight was the icing on the cake! I ordered two Teas and stood there like an idiot for 10 minutes waiting only to be told that they were brewing a new pot. I got my two teas and they were cold. I am so absolutely tired of the service from this Tim Hortons! The audacity of the workers to snicker and continue to laugh amongst themselves while people are standing at the till is outrageous. This is the first time I am complaining but will not be the last. I spend A LOT of money here and as of today that will end. Ten minutes to pour two teas ... Come on!

I ordered the pumpkin spice donut today and I was very disappointed when I opened the box. The donut is dry and looks nothing like the picture online. It lacks the white drizzle and had so many pumpkin seeds. Despite not wanting to eat it based off how it looks I decided to have a bite. I could not chew the pumpkin seeds at all (my teeth are not weak either) and the donut part was so dry, icing tasted like pure sugar. it left a way too cinnamony spice flavour in my mouth, as if I had just ate a cinnamon heart candy. 0/10 awful.

I had placed a mobile order and the the app said it would be ready at 1140 am - I arrived at the location . Got in line and when I got to the sign I informed her that mobile order fir Tato and was told to drive on - if took several minutes so by the time I got to the window it was 1150. The guy in the window said something like : you didn't tell me who you were so it's not ready , which made no sense, she asked me to park and pointed just across the window and I proceeded to do so , at 1200 a gir comes walking up to my car and starts by saying I've been looking for you all over the parking lot - I need ti confirm do you want the Mayo on the side or on the sandwich ? I responded by saying - look, it was supposed to be ready at 1140, I'm late for work (ttc) you've got ti be kidding me about the Mayo , what's the difference at this point I need to go : then she starts with a nasty attitude : we'll it's taken me 5 minutes just to find you and we need ti know about the Mayo , I answered be saying : what's the order say? She: on the side ! Me: so what's the issue? And she walks off , at 12:12 , 32 minutes after I was supposed to pick it up she finally walks out of the store to deliver my food - no apology no nothing except to say : next time make sure to tell us where you want the Mayo. Really? 32 minutes after the pickup time and that's what I get ? Attitude! I gave her a piece of paper that had my number and ttc on it and asked to get her manager to call me. Since I havnt had a call I assume she just threw it out - I have a pic of the app order showing the pick up time , and a pic of her walking out of the tims with my food with my dash clock fully visible - I'm in total disgust at this transaction and this location

I tried to order the 25 cent coffee on National coffee day. The first order charged me 4.22. I did not complete the order and tried again. The next order used my reward points to give me a free coffee so I was still charged 2.19 for my coffee. On 9/30 both of these charges cleared my account. My 25 cent coffee actually cost me over 6.00 This purchase was completed at the Tim Hortons on 9/29 at the Owosso, Mi location.

I go for coffee quite frequently at 1600 barton street east in Hamilton, ontario Canada. And it's usually good up until they hired this new older blonde lady, I waited 25 minutes for my mobile order and once I finally got my coffee it wasn't even what I ordered and the lid wasn't on right and I burnt my hand. This is a consistent thing with this lady. When you mention anything to her she just says she doesn't care. Alot of regulars there are complaining to management and nothing is ever done to correct the problem. The rest of the staff there are awesome.

I’ve gone to this location as it’s closest to summerside location. It’s the only Tim Hortons in western PEI. I been going there with friends since it’s opened. The last few months the place is dirty. Fly remains on binds and windows. Flies every where even in showcase with food. Tables not washed. Floors looking not mopped. Cobwebs inside where you eat. Makes me wonder what kitchen area looks like. People are talking about unsanitary level of these location. Don’t see manager profile so you could go directly to person. I just seen another complaint about this location on Facebook. Bathrooms are bad also. For such a wealthy company which I thought had high standards this is unexceptable. I won’t be going back unless it gets a good cleaning and stays that way. I’d provide pics but don’t want staff to see taking pics.

I ordered loaded steak bowl today for my daughter for lunch. I find a rubber sticker in this meal, before I drop off this meal to my daughter school. I return this meal to the store, but manager was very mean to me and even not apologized. I am so upset I spend 1 hour driving back and for. My daughter was hungry at school. I am mad how the situation was handled. I have picture of this bowl with the rubber sticker inside the rice. I posted on the atom Hortons website but so how I can’t add review for this location.

I placed a pickup order through Tim Hortons' application for two medium Roasted hazelnut cold brew for myself but when I visited the store they say that they don't have my order. Then I paid cash and bought drinks.

This thing is happening for the second time with me. Last time, I ordered 6 pack of muffins but did not get my order. And when I asked for my refund, I did not get any refund from them. Although they said that I will get my refund within the next 3 days.

Seriously, this is my worst experience with Tim Hortons. You guys keep debiting my money from my account but do not place my order and whenever I go for pickup, they say that do not have my order.

Please refund the deducted amount to my bank account.

Thankyou

I place a order on my mobile app.

Order Details

Sep 26, 2022

Order number:

012994

Order time:

10:39 AM EDT

Method:

Delivery

Location:

2625 G Weston Rd, North York, Ontario, M9N 3W1

1

Maple Bacon BELT

Plain Bagel - 70

$6.77

1

Large Iced Caramel Latte

2% Milk

$5.02

2

Hashbrown

$4.66

Delivery Fee:

$3.99

Tip:

$2.36

Other Discounts

- $1.78

Subtotal

$13.97

Tax

$2.34

Total

The drive left the order at the front door. I picked up the bag and brought it in the kitchen. The bag was leaking. The large iced caramel latte was tipped over and all the food and bag was wet. No caramel latte. It was on the bottom of the bag and on the food.

Not happy at all. What a mess on the floor also.

I order a slow cooked chicken wrap with cheddar cheese and bacon. No sauce no veggies. When received it has sauce on it I took it back they made a new one and that one has veggies on it like how many times you have to tell ur employee no sauce no veggies. They were ignorant and only said anything to me when they gave me new wrap not good customer service at all not pleasant no smiles nothing very rude

Hello,I have a couple of complaints.1) It appears that priority is given to drive through and mobile clients and alk in clients are served last. I have actually been told when the representative started my order that she would be back. She has to take care of the drive through first. I was appalled and left. The next day at the same store our representative was rude and made us feel like we were a bother. This seems to happen quite often at this location not to mention the number of times our order is wrong.Today I went to the Tim Hortons on Stanley in Niagara Falls and order a small decaf black and a small decaf with 3 milk half a sugar. When I looked at the screen it said 2 dark roast coffees. I again told the representative it is decaf I ordered not dark roast. She apologized and when I got home what did I get DARK ROAST. These types of errors are unacceptable especially when you are gong through the drive through and don't realize it until you are on the road. I cannot count the number of times this has happened to me. Don't get me started on the food mistakes I have so often. I am thoroughly appalled and disappointed with the service I have been receiving. Please do something about it.Ready to switch to McDonald.Enza Romagnuolo

I alway buy alot of smile cookies every year to help charities but this year I went through tim hortons drive thru in new minas on 3 different occasions this past week looking to buy several smile cookies to be told everytime they had none! Tjey are only sold for a week and 3 different day they happen to be sold out everytime ive tried to purchase them! This is terrible and looks very bad on tim hortons... Are you actually trying to help charities or not.. Ive been so disgusted with this particular tim hortons alot in the past 2 years it has gone downhill.. All I hear anymore are complaints of this place and ive had several of my own.