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Tim Hortons
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1.2 3014 Reviews

Tim Hortons Complaints Summary

108 Resolved
2902 Unresolved
Our verdict: If considering services from Tim Hortons with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Tim Hortons reviews & complaints 3014

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Newest Tim Hortons reviews & complaints

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10:49 am EDT
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Tim Hortons customer service

I wanted to pop into tim Hortons quickly between classes which ended up being a mistake ! I waited in line for 10 minutes while there was only one cashier even though I counted 11 people behind the counter. Multiple girls were chatting and obviously not checking on their responsibilities. I ordered a cheese croissant breakfast sandwich and received a regular croissant but I didn't even have time to have them remake it because I was already running late. I understand that it gets busy but why pay 11-15 people to work behind the counter when you cant even have two cashiers at the same time.

This happened at 1020 am on Sep 17th.

Thanks,

Rudi

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2:50 pm EDT
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Tim Hortons tim’s gift card terminal been available since coming to hospital in april!

I have been coming to the RUH hospital since the end of April. I am a frequent user of this particular Tim's location and we were given a gift card from friends to use during our visits to the hospital! This terminal and when spoke to the employee regarding the non use of it, that I was told it's a technical issue why not only this Tim's but all in this extended building are affected! What kind of service is this to your customers? It is unacceptable that a service that your company sells/promotes leaves their customers hanging? Terrible

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Update by Lou anne Lautner
Sep 16, 2019 2:52 pm EDT

Inability to use Tim’s gift card at this franchise terminal and told its technical issues! Since end of April and it’s still not working! Terrible customer service!

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2:19 pm EDT

Tim Hortons donuts bagel cookies...

Why is it that almost all Tim Hortons Locations have large amounts of fruit flies where they store the donuts baels and cookies. I have complained to many locations and all I get is that they are looking into it ..ell it does not take 6 months to solve a fruit fly problem .I have complained to several locations Brantford Paris area and even put in a call to there head office but time and time again there are fruit flys there .I would never buy anything that sits out at any Tim Hortons as they do not give a dam about this.Health board is my next page I turn to

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5:04 am EDT
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Tim Hortons new cup lids

I buy two to three cups of tea a day and have been doing this for as long as you have sold steeped tea. I loved my Tims tea. This changed drastically with the new lids. I hate them. The tea tastes different in a bad way, and the lids ruin the experience. I remove them if I dine in but no longer want to buy tea when driving. I am sensitive to taste and never use commuter cups for this reason.
Your new like are like MacDonalds lids. They are hard to drink from and you have to tip the cup more and suck the liquid. Awful. Please let us have a choice. Bring back the flat lids. You will lose at least my business and my mother and sister hate them as well. All I've heard are complaints. I'm sure you didn't do much research to make this change. It not s world changer of course but it's one of those little things that makes life a little less enjoyable.

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Update by NLBess
Sep 16, 2019 8:07 am EDT

Please change the lids back to flat lids. I hate the new lids. They're high and you can't drink out of them normally. They're like the ones used when you'd give a cold drink to a small kid. Adults don't need them. They make my tea taste funny and I can't sip and not enough comes out and you can't get the temperature until it's in your mouth. Change it back please!

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11:16 pm EDT

Tim Hortons lunch menu, no wedgies or whole wheat buns

Disappointed in Tim Horton. No lunch menu on the board, no wedgies when ordered and no whole wheat buns when ordered! I asked to speak to the manager and no response at the drive thru intercom so I drove thru and left. Went to the Tim down the road on 88 Ave and they had everything but breakfast menu still posted (3:00 pm). Just wanted you to know and if I get a free coffee (or lunch) that would be wonderful. Cheers, Wally Noble

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4:09 pm EDT
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Tim Hortons new lid

I purchased a medium bag tea twice this week and the ladies working were all great. However the new lid on the cup has changed. Both times I have burned my hand carry it back to my car/home. The lid was on tightly, I triple checked. Is the new lid thinner or made at a new location? They are not working and burning my hand every time I want a tea isn't ok.

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10:58 am EDT

Tim Hortons service and lack of product

On September 14th, 2019 We stopped at the Tim at 77B rte du President Kennedy in Lévis at 12:45 pm (lunch time) and my husband and I each ordered a trio of soup doughnut and coffe. We were told there was NO soup left. We were shocked that at luchtime there was NO soup left. This in my opinion is very bad management. We left and decided to go to an other Tim as we had errands in that area. We then stopped at the Tim Hortons at 1:05 PM at 501 rue Bernieres, St-Nicolas. There we were greeted by a young man in training. We ordered 2 trios as we had at the other Tim. He did not know there were trios and he took out order incorrectly and then made a new bill for just a soup and doughnut. Once we had paid we were told they did not have any soup left either. What are the chances! They did have vegetable and chicken noodle but we wanted Broccoli. First of all if he is in training he should ahve someone with him and when we request to be reimbursed they did not even know how to do that. After 10 minutes we were finally reimbursed. We also had a bad experienc the last time we stopped at A Tim Hortons in Drummonville so we have decided to let everyone know that Tim Hortons is the worst place to go. I received a gift card for my birthday and I think I will give it away for 3 bad experiences in 3 times is like in Baseball YOUR OUT!

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9:27 am EDT

Tim Hortons new lids

I never complain, ever! I only write good stars on my Google reviews and never speak poorly about a company even if I hate the place. But, when something is changed for the worse and starts my morning routine on the wrong foot... Well I need to complain! Your new coffee cup lids suck... They spill everywhere. If your busy with your hands you can't grab the cup with your teeth to hold it for a split second. Did I mention they spill?! Everywhere. Spills out the top holes, spills out the sides because staff don't push them on properly. I have been burnt three days in a row by black coffee as well as coffee all inside my car. The lids? SUCK! I don't get coffee at McDonald's because of these stupid lids. Who wants to suck out of a lid like that? Go back to the old lids! Please!

Yours truly,

Avid coffee drinker

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Lori Paul
, US
Dec 02, 2019 9:56 am EST

The new lids leak. I keep burning by hands. The problem is that the lip of the cup doesn't settle down far enough to create a seal.

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NLBess
, CA
Sep 16, 2019 8:03 am EDT
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I agree 100%. They’re awful!

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NLBess
, CA
Sep 16, 2019 8:04 am EDT
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Replying to comment of NLBess

And it’s difficult to complain. You have to sign up. Everyone I know hates the new lids but may not take the time to formally complain. Please change the lids back or at least give us a choice of lids.

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12:39 pm EDT

Tim Hortons shawn mandate cup

I have ordered Shawn mandece cup online in the night of Sep 5/2019. I have paid $33.88.
This order suppose to get to Mississauga within a 3-5 business day. It's been 9 days but I still haven't received my order. There was no tracking number given. However, I have attached my receipts of payment for your reference. I will greatly appreciate if I can get my cup or refund back ASAP. Thank you

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7:47 pm EDT

Tim Hortons service and food

In last month I've been five times to this location cause closed to work. I get coffee tea and cold drinks for my staff. They always forget one drink. Last week I had a meeting and came at 6 pm and had no chili or buns. I was offered chicken soup and croissant wish I said ok. Today their was no one there at counter at 655pm. I ordered chili, the young man said ok the other clear will get it for me. I waited 15min. Then said can I get my chili and coffee soon? She was serving drive through all this time. Then she said sorry we havenone left. I said ok Thai soup, none either. They said chicken soup?. I said no too salty for me. Potatoes wedges? None.
I ordered turkey sandwich. 5 min and I said can I get coffee while I wait. Oh sorry. Ok got it. Another 10min then when she saw me said oh I'll do your sandwich now and got mad at other staff to handle drive through. Slapped sandwich together. Had lots of mayo and lukewarm. Coffee was cool by time I ate. More students here in sept. So manager should have more than two staff on I would think. If go drive through may get faster service but hard to eat soup in car.
From now on going to st. David's street so much more efficient. Need manager to train this site v

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5:27 pm EDT
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Tim Hortons chicken sandwich without chicken in it

I ordered a chicken sandwich at the Timhortens located in centennial college, progress ave, Scarborough. When I opened it at home, it was missing the chicken. It was really frustrating for me at that time. When I complained about this in my next visit(3days after) they told me that I would have come the next day itself. If I am busy how can I come next day it self.
I didn't even find any regret on their face. So I decided to go further with the complaint. I hope you will consider this and take necessary action.

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3:44 pm EDT

Tim Hortons sanitation and cleanliness

My complaint is around the sanitation at Tim Horton's that I have experienced at every single location, so evidently this not an error by one employee but rather a standard that does not exist. Generally I see the person at the till who takes payment/handles money then go and make my coffee. When doing this they position the lid and secure it with their hand on top push down where I need to then place my mouth to drink from the cup. That is completely unsanitary to handle money then go and put your hands all over the lid and area where someone's mouth would go. I realize the person who is working the till and making the coffee is trying to multitask but handling money and handling food/drinks after is a complete NO in the service industry. At the very least their hand should be washed before handling. There have been few occasions where they have a separate person controlling the till and another making drinks, I have stood there observing and never once seen the employee wash their hands. Why is it not mandatory to be wearing gloves? This is a basic sanitation principal and though I love Tim's coffee, I am not going to support a place with low sanitation standards. I have brought this up with many people and everyone agrees this should not be going on, it's gross! Either have the employee wear gloves or allow the customer to put their own lid on like Starbucks does.

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1:00 pm EDT
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Tim Hortons long johns donuts and chocolate muffins

Hello,

On September the 8th, I ordered 2 chocolate long john donuts and 2 chocolate chip muffins from this location on Fraser Highway and 64th Avenue (Google does not provide an exact address for some reason).

When I got home, the 2 chocolate long john donuts were pressed together so when peeled apart, chocolate was everywhere and not even on the donuts anymore.

Also, the muffins were just tossed in the same bag. The wrappers had chocolate all over them.

I pulled one muffin out first and it slipped out of my hand due to the wet chocolate and slid on my white shirt, adding to the displeasure.

Not impressed at all!

Desired Resolution: refund + replacement + extra for goodwill and my dry cleaning bill.

Raman Brar
[protected]

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8:38 pm EDT

Tim Hortons timbits and coffee

Hello,
I eat and drink from tim's everyday but since last few days my experience with tim had been really bad. I have been provided with wrong order at times and today was really bad, the rep didn't care to give me a bag for tim bits and that is really frustrating especially because I don't expect this to happen to anybody else. I have attached another picture of a bagel that I was given the other day and the last goes on with wrong coffee combination and so on.

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7:02 pm EDT
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Tim Hortons 4 cheese bagel with cheddar

I get breakfast at TH every morning. This morning my bagel was burnt badly. I couldn't go back into the store because had to get to work. I've never received a product so poorly prepared from any TH in 25 years. I'm not sure why they would serve this bagel burnt instead of making another one. Obviously whomever was working this morning did care much about what they were serving.

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4:18 pm EDT
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Tim Hortons change back

I'm a regular customer at this store and lately they have employees keeping my change giving me wrong change back like 5dollars wrong had to use my gas to go back cause it wasn't my money. So today I go thru and I know it's not a lot but the window person took it upon himself to give himself a two cent tip. Not impressed I will tell people about this robbery

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Update by Denise Brabant
Sep 12, 2019 4:44 pm EDT

Meant to say twenty cents

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3:53 pm EDT

Tim Hortons new lids for the coffees

Hi
let me start by saying im a huge fan of Timmies coffee, i don't have a complaint about the coffee or about any staff my complaint is in reference to these new lids that are circulating across Canada with the maple leaf on them . They are the worst lid you can possibly have for a take out especially.
I am used to the other lids very flat and not so fancy lids (them good ol'd lids )
these new lids are terrible let me tell you why :
1- i can no longer use my teeth by clenching down on the flat lid and the lip of the cup if my hands are full with everyday stuff as in laptop bag, lunch bags keys for the car keys to lock up the house its a real pain - i always like them lids for that purpose.
2- the new lids are so hot that my lips cannot even touch the lid as it burns the upper lip and cannot drink until the coffee has cooled down, now with that said i should just order a ice coffee instead of a hot one.
3- very flimbsy lids / they don't stay on and create a mess in the truck if you try and pick it up from the coffee holder by the cup this must be down very carefully. now you do have a " caution this may be hot" on the cup but perhaps you should mention it about the lid as well.
4-the opening for the lid is very tedious to open, sometimes it pops and opens without an issue and sometimes its a fighting battle
5-i don't understand why the new lids must be made 2 inches higher then the flat ones not sure where the benefit is on the extra height.
I know this may sound so minor but its the little things in life that make a difference and I am a huge fan of your old style lids by far including my husband. My husband grrr every morning with those lids as he is a slurper and cannot slurpe with these lids very impossible due to how hot the lid is unbearable in the mouth.

thanks for reading my complaint, here is hoping to a change in the very close near future (hopefully you have heard of this complaint with many others as i know i cannot be the only one ) thanks again

my email address is [protected]@gmail.com
thank you for your time

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2:47 pm EDT

Tim Hortons garbage

Tim hortons has removed all garbage bins in the drive through saying it was the company doing it. I think if you continue to sell plastic and paper for your coffees and teas and other drinks you should be responsible for disposal of the same product. Upon submitting this a pop up came up saying that because it was less than 350 characters it may not get a response thereby suggesting that any short concise complaint will be completely ignored. By ignoring short complaints means that Tim hortons does not care about its patrons and will do little if anything in response. I think this does not boad well for the future of Tim hortons if you disregard concise complaints in such a disrespectful way. I expect a response

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2:31 pm EDT

Tim Hortons moss on food

i had ordered a farmers wrap 10min before my class had started. When i opened the package there was not only moss on the egg but a piece of hair. This is disgusting and a waste of my money. This is a serious issue as it is possible to get very sick from something like this. It is very hard to miss green moss on a yellow egg which shows the care that the employees put into their work.

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10:49 am EDT
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Tim Hortons tea latte

Just went through drive thru at Tim Hortons in St. John's Newfoundland. I ordered a medium pumpkin tea latte and when I am passed the cup it is awful light feeling. before I go to drink it I take the lid off to find only half of which was tea/water. this is actually the second time this has happened to me at different locations in St. John's over the last month. Very disappointed in the fact that I pay for a medium and barely receive what might be a small. I understand that room should be left for the scalded milk but not half of a cup of tea. I have often bought these drinks to receive much more as the lids allow for the foam. Again I have to say so disappointed in the product at Tim Horton's lately...Pictures of my drink attached...

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Tim Hortons In-depth Review

Location and Accessibility: Tim Hortons is conveniently located in various areas, making it easily accessible for customers. The establishment also ensures accessibility for customers with disabilities.

Menu Variety and Quality: Tim Hortons offers an extensive menu with options for breakfast, lunch, and snacks. Their freshly brewed coffee and specialty beverages are a highlight. The use of quality ingredients and careful food preparation ensures a satisfying dining experience.

Pricing and Value for Money: Tim Hortons offers competitive pricing compared to similar establishments. Customers can expect value for money with generous portion sizes.

Customer Service: The staff at Tim Hortons is friendly and attentive. They efficiently take and deliver orders, ensuring a smooth and pleasant experience for customers. In case of any concerns, they promptly resolve them.

Cleanliness and Ambiance: Tim Hortons maintains a clean and well-maintained dining area. The seating arrangements are comfortable, creating a pleasant atmosphere for dining in.

Speed of Service: Tim Hortons provides quick service for both drive-thru and in-store orders. Even during peak hours, customers experience minimal waiting time.

Loyalty Program and Special Offers: Tim Hortons offers a rewards program for frequent customers, allowing them to earn rewards for their loyalty. Additionally, they regularly provide promotions and discounts to enhance the value for customers.

Online Ordering and Delivery: Tim Hortons has a user-friendly website for online ordering, making it convenient for customers to place their orders. Their delivery service is timely and ensures accurate order fulfillment.

Community Involvement and Sustainability: Tim Hortons actively participates in local community events, showcasing their commitment to the community. They also prioritize sustainable practices and environmental initiatives.

Overall Experience: Customers are generally satisfied with their dining experience at Tim Hortons. The consistency in food quality and service contributes to a positive overall experience. Many customers are willing to recommend Tim Hortons to others.

How to file a complaint about Tim Hortons?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the required information in the sign-up form.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button, which you can find at the top right corner of the website, and click on it to begin the process.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Tim Hortons. Make it specific and clear, such as "Incorrect Order at Tim Hortons Downtown Location" or "Poor Customer Service at Tim Hortons on Elm Street".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Include key areas such as:

  • The specific location or service that caused the issue.
  • The date and time of the incident.
  • A clear description of what happened.
  • Any communication you've had with Tim Hortons staff, including names or descriptions of the individuals involved, if possible.
  • Steps you have taken to resolve the issue, including any contact with customer service.
  • The company's response or lack thereof.
  • How the issue has personally affected you, such as inconvenience, financial loss, or health concerns.
Remember to keep the description factual and to the point, avoiding unnecessary emotions or opinions.

5. Attaching supporting documents: If you have any receipts, photos, emails, or other documents that can support your complaint, attach them using the provided upload feature. Do not include sensitive personal information such as credit card numbers or personal identification numbers.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial loss you have incurred due to the issue with Tim Hortons. In the 'Desired Outcome' field, describe what you would consider a satisfactory resolution to your complaint, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Before submitting your complaint, review it carefully. Check for clarity, accuracy, and ensure that all the information provided is complete and correct. This will help others understand your situation and support your case.

8. Submission process: Once you are satisfied with your complaint, click the 'Submit' button to send your complaint to ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been filed.

9. Post-Submission Actions: After submitting your complaint, keep an eye on your ComplaintsBoard.com account for any responses or updates. You may receive feedback from other users or even a response from Tim Hortons addressing your complaint.

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