Tim Hortons
reviews and complaints

At approximately 7:56pm, 11/26/2021 I stopped at Tim Hortons on NYS Rt 12F, Watertown, NY. I pulled into drive thru as menu lights were still on. I sat at menu board till 8:01pm when board went to the closed status. I proceeded around to the drive up window, A young man opened the window, I asked why order not taken as I had sat out back in drive up at the "Lit/open boards", the young man proceeded to tell me that they closed 10 minutes prior as they were cashing out. I stated their sign says 8:00pm closing. In a very condescending voice I was told they were closed again as they need time to close up. I then stated I suggest you advertise on your sign the actual time closing and was told they don't have to. I asked who the manager was and was told Melissa. Also told "feel free to contact her at anytime". Again in a very snide voice. Now while this conversation is taking place the other girl working is out side brushing off their cars and starting them. As she yells to the guy talking to me, "your car doors are froze shut". He then told her to never mind. I was advised that there were only two of them working so they needed time to close. NO they needed time to get out at closing, not be there to serve the public. I can completely relate to wanting to get out of work on time as for the last 30 years I have worked in the Human Services field, dealing with the public. Our office closes at 5:00pm, 4:59pm we still wait on that "customer". I normally do not take the time to complain like this, but DON'T show open until 8pm if your employees are going to blatantly ignore customers in the drive up prior to closing and then when questioned treat the customer like a second class citizen. I probably now will move onto a shop that has better customer service or a different business all together. If this goes anywhere I hope it goes to training on customer service. Thanks Again for the great cup of Hot Chocolate I NEVER got. Amy J. Garceau

My daughter added a Tim Card to her phone in order to collect points. Unfortunately when entering information on the app she clicked to pay by credit card so every time she uses the card to collect points it charges my account $5.00. This has been going on since October. I called customer care the other day (November 25) and they said the would have the digital team look into my problem and fix it so I will not longer be charged. I provided my daughters email and phone number. unfortunately I do not have the card number. Her email is [protected]@gmail.com and her phone number is [protected]. I was told the digital team would be able to fix this problem with this information. Would someone please look into this and fix it as my daughter is having trouble on her end. My contact is [protected]@gmail.com and phone [protected]. I would very much appreciate assistance with this problem as soon as possible. Thank you.

The attached photo shows the back of the drive through at Tim Hortons on the east side of Simcoe street, just north of the 401 in Oshawa. It is enough to turn one off from ever being a customer of this company. I showed this photo to one of the staff at the pick up window and was told that Head Office would not approve a garbage can. Really ? Is Head Office so stupid ? I've seen this problem in many other Tim's stores, e g Ajax, so perhaps Tim's management is stupid. McDonalds is certainly a better choice… good coffee and CLEAN environment

Waited in line for 30 minutes, once my order was placed waited another 10 minutes. 10 people behind the counter and 1 cash opened.
Ordered a farmers wrap, egg was undercooked, ordered a boston cream, get home try to take boston cream out of bag. All the chocolate stayed in the bag, and there was absolutely no cream inside the donut. French vanilla tasted burnt. And 8 out of 10 times visiting tim hortons they would be out of bread to make sandwiches.
Really have gone down hill ever since the business was takin over by the americans.
Ii have never ever been so displease with service and the quality of the product.
Its time you got your [censored] together.

On the 12 of november around 1 pm I tried to place and order with one of your outlets
The app stated my order did not go through so waited and tried a few more times with the same results that it did not go through
Later that day I checked my bank account and it showed the transactions
5 total transactions came out of my account tottaling 107.16
Contacted your people Jessica H she satated to me it would take 3 to 5 buisness days to receive a refund it is now over the 5 days
contacted again and spoke to Mateo and with no results except been told i could not speak to a supervisor as none were available
I sent Jessica a photo of the bank transactions with no response
Honestly to your company it might not be a big deal but to a retired person to have this amount taken and jerked around about refunds it to me is not a proper way to a customer been treated

I am very un happy. Went to get hockey cards There was none left at both stores I bye album every year . This only started a few weeks ago, I also see E bay selling cases of them How come they get and we cant Now I am stuck with a half full Album .I sure cant afford E bay prices. the stores in Kirkland lake Ontario have none already. This was a Christmas present I get every year for son. This is not fair to regular people who buy in Tim Hortons. I would like a reply as to why there are none here already. This is a small town so someone at stores must be selling cases on side to run out so fast. My name is -- Jackie Jeffery 79 government Rd. E #8 Kirkland lake Ont. p2n1a6 IM 75 years old ----- Thank you for your time. My Email is ([protected]@eastlink.ca)

Some stores have the chocolate whip and drizzle included on the Mocha Latte and some don't. It states on your website that the mocha latte is included with the whip and chocolate drizzle. It is extremely annoying to ask for this drink and not receive the whip and drizzle or be charged for it when it clearly states it is included. Not including this into the drink changes the drink entirely and it's disgusting. I'm sick of going to your stores and not knowing if I'm getting the drink I ordered or [censored].

On my way to work, I decided to treat myself to a Tim Hortons. I went through the drive thru, after waiting 10 minutes I got my coffee but it was filled a little over half way and it was only warm. Since I was already on the road driving to work I couldn't go back to have it fixed. I paid over 3.00 for this coffee and it's the worst I've ever had. When people treat themselves they expect a quality product and Tim Hortons did NOT provide this service.

My neighbour frequents your establisment...without a mask and has NOT been vacinnated. However I get asked ...all restaurants I have attended ask for proof of vaccine.All your restaurants should enquire.

I ordered a chicken bacon ranch on Nov 5 in early pm. I have eaten them often and like the taste. This one on Friday was awful. Tasted very bad unlike others I have had.

visiting Tim Hortons today for a quick cup of coffee, but it was stone cold when I got the coffee, when I handed it back to the cashier and told him it was cold, he replied that's because you ask for 4 creams, I said I get coffee everyday with four creams from another Tim Hortons location and its never cold. Then the manager walked up and said she would remake it but, it's going to be cold again! So, I said I will take a refund. She started yelling at me and saying how did you pay! Repeating herself several times, "cash or credit" "cash or credit" I said why don't you ask the cashier instead of shouting at me in front of my three grandchildren. I ask her to calm down in front of my grandkids. Respect is big to me and to have someone shouting at me in front of my gkids is not o.k.. Her name started with a D. I was so upset I forgot.

I purchased a total of 8 eligible roll up the rim eligible coffees from 3 different locations and had them scan my Tim Hortons Card to receive my roll up the rim entries. I did not receive them. When I asked them about it, they just shook their heads and said, it could take a while to show up. well they never did. I don't understand how at all 3 locations, the scan did not work. Odd!

This Tim Hortons located inside theCircle k gas station 2485 Bloor st west, Toronto, Ontario. it's been month every day rush hrs 2 ppl working and long lineup and mistaken order . Complaint to the owner no action taken. We been coming this location about 20yrs live around the corner never seen anything like that . We will appreciate that if some one from Tim Hortons visit Unannounced visit the site weekday morning see your self and talk to customer on the line they will tell you real story.

Ordered a grilled cheese panini and it was not made properly and was very dissatisfied. The cheese was not melted and the bread wasn't toasted properly with the mozzarella cheese, Waited in line for longer than should and for tomatoes in the panini also. As a staff member at Humber it is very disappointing getting something like this with employees that do not care,

everyday at 1200 noon- i go to tim hortons and every day at noon they are out of soup- at 12pm HOW ARE YOU OUT OF SOUP IT LUNCH TIME- every day im told the same thing- sorry we are out of soup- so should i get my soup at 630 in the morning will it be ready-... i know the soup is frozen its not homemade i get it, you are losing out on money everyday when we are told sorry were out- or heres IDEA get more warmers so you can have back up- so we are not told sorry were out! or take it off the menu

I asked for a latte, and got plane milk and sugar with not even 1 drop of coffee

I purchased TimBits in the app for me and my daughter one Friday afternoon. Got to the drive-thru and was told they didn't have any timbits to fulfill my order. We don't like anything else there except Birthday cake and chocolate timbits. They had neither. I left - they kept my money (I had already paid in the app). Got managers name (Francis). I called the Tim Hortons customer service line from the app a grand total of five times, beginning that night and once each week for the next five weeks. I also attempted to contact the store directly and speak to the manager but it he phone is never answered. I also emailed TH customer service (I still had a saved email from a prior bad experience at a different store - which was resolved immediately, by the way!) I have never been refunded my money. I paid for a product, wasted my time and my gas in the drive-through line, was not given what I paid for, and I have never been reimbursed. The store manager did text me and say I could come in to get my card refunded. I don't think that should be necessary considering I would have to waste more time and gas just to drive to the store to get $2.49 back. The app - or the store - should have refunded my card by now. Absolutely ridiculous. Tim Hortons basically stole my money by never refunding my card.