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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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7:24 am EDT

Tim Hortons travel mugs

you have on tv and the internet and facebook that on march tenth free traval mugs but with this new coronavirus your not keeping your werd but if I want to bye a traval mug you will sell me one that [censored] I spend between 3 and 5 hundred buks a mounth in your stores a mounth well grandads will take my money from now on [censored] you

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10:52 pm EST

Tim Hortons Service Notre Dame location

On my way to work this morning I ordered a blueberry doughnut and latte. Arrived at work with a coffee with milk and a blueberry muffin. Totally got my order wrong. Couldn't take it back as was working a twelve hour shift. Very frustrating! What should I do to resolve this and either get my money back or a coupon for the right order. As well they repeat the order so how could it be so wrong! A very upset customer

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1:51 am EST

Tim Hortons Mobile app/no food

Once again I am sending in a complaint. Firstly, this Tim's is inside a hospital and is open 24 hrs. a day. I've had several issues in the past and all I've asked is that they get it right the next time. This time I ordered off the mobile app. which I have gotten use to doing because SOMETIMES it seems faster. Tonight I ordered a cafe Mocha and 2 breakfast sandwiches (2 for $5.00). The mobile order went thru and I was charged accordingly. When I got there, lo and behold, no breakfast sandwiches, we have no egg, you'll have to come back at 4 or 6 and we can make your sandwiches then (but I'm hungry now)...I can make you a sausage and cheese (if I want). I don't want and where is my credit for NO egg? I ask for a refund of the sandwich deal. I can't do that, only the manager can do that, when is the manager in...late...I ask why the mobile app doesn't indicate there isn't any egg (on a 24 hr. food item)...they don't know. It is so frustrating that almost every other time I order there is something wrong. Working in an ER I don't have time to wait and then to rush down there to be told they can't honour my order is extremely frustrating!
Again, for the umpteenth time, I'm going to ask...GET IT RIGHT. I hear McDonald's coffee is better as is the breakfast sandwich. I'm not sure why I keep going back to a restaurant that can't get it right the first time.

Regards!

J. Lennox

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10:36 am EST

Tim Hortons Tim Card App

I downloaded the Tim Card app to my phone. I then loaded my Tim Card pay via my phone with 25 dollars that was debited from my cking account. The balance on my Tim card then indicated I had 33 dollars in the account for purchases .

A few days later I made an online order. When I got to my Tim Hortons they had no record of the order. I reordered the items . I then went to pay electronically and my balance indicated I had no money in the account. I paid cash. My account was set up for my Tims reward which I was able to get . I recieved 3 points for my purchase.

My Tims Card indicated I had balance of 30 reward points on my Tims card prior to that purchase which I thought was strange as I had not used it yet for purchases.

I'm wondering where the rest of my money is. From the app I cannot review purchases to see if money was mistakenly taken from my account.

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5:43 am EST

Tim Hortons Customer service

I was in line at your tim hortons at goreway and derry and witnessed your staff giving free food to a customer...I feel this is beyond bad in any way shape or form I witnessed it on March 5 at about 530 am..I feel they are stealing from tiny hortons and something should be done about it..I've been going to this establishment and have witnesses things like this in the past ...I feel tim hortons should be aware of thos and take action...

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11:53 am EST
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Tim Hortons Rewards program

I cannot earn or redeem points seriously pissed off I go to tim hortons daily sometimes 2-3 times a day I have points I cant even use it says I'm not in the region. This app was fine until you guys updated it yet again I spend to much money with your company for this too happen i lost out on 10 points already and have 160 points I cannot even redeem how is this fair please fix it a seriously pissed off customer

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9:19 am EST
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Tim Hortons Drive Thru Service

I went to the drive thru this morning on my way to work and ordered a large 1/2 cream coffee, when I got to the window she tried to hand me a medium coffee, so i said no i ordered a large so she took the coffee back and got another one ready, she handed me a large coffe and i assumed it was a large 1/2 cream but I got to work to find out it is a large with at least 2 cream in it if not more. I am very unhappy as this was my morning coffee and now i can't drink it as it has too much cream in it.

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8:02 am EST

Tim Hortons parking of staff in limited parking lot

I have brought this to the attention of the store on a few occasions, with no action.
You have approximately 8 spots, for the Tim Horton's and the ESSO, combined. This includes one handicap spot, which is often taking by a non licensed vehicle.
The problem is, that in the morning, during the rush, there is no parking and dangerous maneuvering in the parking lot itself, as the drive-through line goes through the parking lot, which is only one lane each way.

The staff often park in those spots for their entire shift, which creates more problems at this location. When you show up during the morning rush, there is no parking, as the one table set up for coffee, is taken by the same 4-6 men every morning and their vehicles are there for hours on end. There are plenty of sit down locations for these gentlemen to go to, that are close by, 3 hours is loitering, no?

Also, you can barely get into the parking lot itself, as people form two lines and block entrances to the parking area. This is a major problem at this location and the owner, seems to do nothing about it.

To me, this could be changed, with some respect from the owner, having the staff park across the street, during their shifts and making it clear where the drive-through line starts and should form. I've seen the owner park her massive truck in the designated spot during morning rush as well.

Otherwise, the store is losing business, to the point that I may have to start going to another competitor, because of the problem. You can't cater to 6 customers and all the staff, all the time!

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12:36 am EST

Tim Hortons Service of midnight worker

The service on midnights is a hit or miss. The girl with red hair is always super nice and gets my order correct every night. The weekend workers do an alright job. But the other worker: Ariel is rude, sluggish and I never see her help the cute one when there are a heavy amount of customers. As a regular I've noticed a drop in service since she's started and the rude attitude needs to change. I expect better service from a place this busy.

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1:40 pm EST
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Tim Hortons Cinnamon buns

On Feb 21 i ordered a cinnamon bun to have for lunch and when i got back ton the Office it was hard has a rock and very little icing on the bun, definitely think this was a day old bun or over cooked
then on Feb 24th it happened again hard has a rock but this time was completely out of shape one side was nice and think then it was skinny has heck on the other side, not like the 1st couple days they were introduces they were beautiful and very fresh and tasted great but lately dont know what is going on but they are terrible, and too bad has I am a lover of cinnamon buns but if anyone else is getting them they are obviously giving Tim Horton's a very bad name to have products sold like this

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12:59 pm EST

Tim Hortons Quebec, Canada

Service Was absolutely brutal, there was three people working and four cars in the drive through. It took them 10 to 12 minutes to serve us. Then when I got to the No they said it would take another few minutes before my dark roast coffee was ready. On top of that I asked for a glass of water and they said they don't do that I have to buy a bottle. Absolutely the worst service. On top of it they didn't even care.

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6:26 pm EST
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Tim Hortons Lunch combo

Purchased a 8.49 grilled cheese soup and sandwich combo, that cost me over 12.00 Totally disgusted and after going through 3 people to complain got fed up.

No accountability and a whole lot of bait and switch [censored].Combo contains sandwich, drink and soup,
yet I was charged 8.49 for the sandwich, 1.76 for my coffee and 1.70 adder for the soup.

The math does not add up, no matter how you spin it.
Supervisor and Manager where both condescending and useless at trying to rectify this issue and I will NEVER set foot in this restaurant again.Instead of addressing this issue with a small discount, a 5.00 gift card or a small box of TImbits, to appease a disgruntled customer, they choose to ignore my legitimate queries, and ignore my input.'

DISGUSTED.This is total crap and I was treated like I didn't matter .I spent 40 plus years, in a customer service industry, and this was beyond any treatment I have ever encountered.

Over a couple of bucks (charged over 12.00 for a posted 8.49 combo) has cost this location a valued customer, who has supported this location
since it's opening.I will never see foot in there again.

Beyond disgusted, incredibly angry and disappointed.

Receipt Number. [protected]
Order Number. [protected]

Andrew MacKechnie
Cell number. [protected]

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9:08 am EST

Tim Hortons Mobile ordering and service complaint

Feb 24th, 2020.

This location doesn't appear to have the proper training regarding mobile orders. About 70 percent of the time my order isn't ready and the staff is clueless on what happened.

Usually when this happens, I just provide my online receipt and they make it for me. Today was especially frustrating as my order wasn't ready (ordered it 30 mins in advance) and when I provided my receipt the supervisor (Gurpreet) wouldn't make my order (2 sausage biscuits) and had me wait another 10 mins until she finished everyone else's order.

I am a very patient person so I asked what the issue was today and she responded by lying about making my order first and with no apology. It totally ruined my experience and I am a loyal customer and go to Tim's twice a day (check my online profile).

I order on mobile to make things easier for both Tim hortons and myself. Today I wasted over 20 mins waiting for a coffee and two biscuits. I am very disappointed with the ongoing service at this location and will not be going to Tim's unless I receive an apology and a substantial refund for my time.

Hoping for quick resolution. I will check my messages at a later date to see if this issue has been addressed.

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8:16 pm EST
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Tim Hortons customer service in re making change

I've gone through the drive thru the last 2 nights and ordered a small coffee $ 1.60. I handed the girl a toonie and a dime expecting 2 quarters in change.The first night I got back 1 quarter, 1 dime and 1 nickel. I just let it go. Tonight I ordered the same thing and gave the girl a toonie and a dime.Same result! I told her that I should have gotten 2 quarters $.50 not $.40 so I gave her back the dime and the nickle and she gave me 2 more quarters and closed the window.I knocked and she opened it and I gave her back 1 quarter and said she'd given me too much. The response?" what ever".I don't appreciate the attitude for me being honest.If these kids aren't learning remedial math in school I suggest they be taught on the job.A simple math test given with the job application wouldn't be a bad idea either.

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10:52 pm EST

Tim Hortons Tim Card and Rewards Card

I hear that you are struggling with the market place and "roll up the rim" type stuff. I hear that you will be concentrating more on the app to improve your situation. My app will be useless to you. Over the last few years I have had multiple problems with the Tim Card and the Rewards Card which you have never been able to resolve on-line or by phone. You have mostly sent me "form responses". At this point I believe that either your people on the other end don't know what they are doing or just don't give a damn. In either case, don't expect anything to be rosier for you. I suspect many people are in the same boat as I am. I so wanted to support a Canadian company or at least originally Canadian.

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Lαmbert Westera
, US
Feb 23, 2020 12:01 am EST

One more thing I would like to mention. This issue caused me so much anger. It one day made me so angry that after argument with my mother I slapped her across the face and broke her jaw. She is not speaking to me. Well I am not speaking to her. She pressed charges against me. Her own son. Her own flesh and blood. I told her that she is dead to me.

L
Author of the review
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Lambert Westera
, US
Jul 26, 2020 5:57 pm EDT

This reply Feb 23 is bogus. Could it be a Timmies employee?

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9:06 am EST

Tim Hortons coffee

It's very dissappointing to order multiple coffees and when you open them up see that they are filled less than an inch from the top. I know there is a line on the outside of the cup that designates the full level, but this is more than twice that level below. Of course it is probably I 1 sip so it sounds rediculous to complain, but this has happened multiple times and we alway say we are going to drive back, but since we are already at work it is not feasible. This was the time I needed to vent about it. I know this is a drive through so they may be rushing but I just wanted to make it known since it is my usual stop. I may have to change locations since going in is tough b/c of the congestion.
Today is 2/21/20 and the time was 8:00am.
Thank you for listeneing- my email is [protected]@yahoo.com if there is any feedback.

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3:00 pm EST
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Tim Hortons Bad customer service

The manager(Jorge) of this store does need proper training. I go to this location everyday since last year. From the last few months the customer service is getting worst. Had worst experience in this morning. The manager of this store took my order and had to wait long time for just small cup of coffee in my busiest morning . The guy took my order and went back inside the back room. This is not happened a single time. Sometime, he forget to give my donuts. And sometime, he takes my order wrong. I am very disappointed from his service. The manager does not know the things. What would you expect from the team? Even the team is much better than him. Apart from this, he does not know how to talk to the customers. Hopefully, the things will get better soon and you guys find the solution. people do not need to wait.

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11:12 am EST
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Tim Hortons Store Cleanliness

I am a born raised Canadian, weened on Tim Horton's. I have been living in the US for the last 50 years but frequent my hometown of Brantford Ont. on a fairly regular basis. On my last visit in Jan of 2020, I stopped at a Tim Horton on West Street in Brantford Ont. I went to use the restroom and was totally appalled. There was toilet paper all over the place, with feces, etc. In the corner or the restroom a pair of filthy underwear was laying there. The bathroom was a disgusting mess.
I am retired police and not a person to complain or make judgement, but It made me wonder 'if the restroom is like this, what are the people working here and the cleanliness of the restaurant like'.

I'm not sure I'm a fan anymore of your establishments.

Just thought you'd like to know.
Allan Marlett, Virginia, USA

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5:48 pm EST
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Tim Hortons cards

Ok I am not sure who is upstairs in your company but they are pretty dumb
It was a good idea to get credit for a coffee you buy however if I wish to buy 2 or 3 as I do many a Sunday mornings with my invalid sisters I have to use 3 card and make 3 transactions in order to get credit for the coffees I buy
Sunday mornings can be busy and I take alot of time doing these transactions while other customes wait behind me. I have been told that its just a money grab and you guys are getting gready. I believe you are I also read your finacially in trouble and I can see why Good Luck

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3:17 pm EST
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Tim Hortons tim card support is terrible!

I'm done with you guys. I have a Tim Card with $20 on it. I want you to refund that money to my Visa card that you have on my account which is under email address [protected]@sasktel.net. My phone number is [protected]. If you can't refund the money I will need someone to contact me at the phone number given above.

Thank you
Charles Bennett
Saskatoon SK

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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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