Tim Hortons
reviews and complaints

The drive through is the worst. The servers gets annoyed when you order, when you try and pay and pretty much throws the order at you trough the window. It's not just once it's every time I've gone through. They cannot get orders correct or give you back the wrong change and short you money. There's been a lot complaints on social media about the service others have received.

At 240 PM today I was getting a ice cap, and I ask your employee for a tray. Because I had 2 other drinks, she would not give it to me . Seeing that I'm struggling with all these drinks and would not give me a tray! I think that is rude and not very professional . I hope someone from there will speak to her about this behavior. This is not the first time I've had problems in this location.

Your staff is incredibly undertrained and rude.

1) I was the only one in line and this staff named Amandeep screamed and rushed me to go to her tilt. Getting there she started talking to another staff and completely ignored me.

2)after the other staff told her to take my order, she tried to rush me out not fully listening to my order which I had to correct her several times, i.e. DOUBLE toasted, farmers breakfast wrap, etc. In the middle of it she just ran out and let me talking by myself which again prompted another staff to tell her to take my order.

3)She came back and prompted me to pay without me finishing my order.

4)instead of giving me my coffee and the loaf right away like they usually do, she gave me the loaf in yhr middle of the section, not where they usually run the food. Which now got me confused so I didn't know where to get my coffee and she gave me it in a completely different place forcing me to walk back and forth.

5)she delivered my food on the other side of the coffee shop, which by the time I got there another person took it which caused me to have to argue with this other customer that it was my order, she called Carlos which is my name. Absolutely 0 support from staff.

This is unbelievable bad for a company like Tim Hortons. I expect more from you.

Today August 2nd I went to Tim Hortons, the debt was down through the drive through which was fine (it's always not working). So I parked and brought my 5 year old and my puppy inside with me because we all know it is illegal to leave a dog in a car on a hot day, it was between 27 and 30 degrees around lunch time.. the lady at the cash waited on 2 customer and then it was my turn, I prob waiting 4 to 5 minutes before it was my turn. The lady then proceeded to tell me I had to leave and couldn't stay, I looked at her and she yelled at me in front of the whole restaurant saying her manager had told her that I couldn't stay because my dog was not a service dog.. I then proceeded to say im not leaving my puppy in a vehicle on a hot day, it is illegal. She continued to yell at me, she was literally shaking behind the cash, I got my boy and my dog and left the building. The point of the matter is if the manager had an issue she should of pulled me aside and asked me to leave instead of getting her employee to yell at me across the cash in front of a ton of people that I needed to leave and also the debt machine is always down at the drive through but never down in the store... if it was fixed this problem could of been avoided!

Went to this Tim hortons every morning because it's close to my work . The guy in the window in drive threw every morning is either supervisor or a manager and he is very very rude . I will no longer spend my money at this Tim hortons because of him . He rolled his eyes when I asked to add something to my order and threw my bagel at me . You don't treat people like that . He made me so upset this is the 3 rd time it happen first 2 I let go but now I am so upset . If u don't like your job don't take it out on other people . I would like someone to contact me about this matter my phone number is [protected]

I am a daily customer of Tim Hortons and each and every time I offer my breakfast there are always mistakes!
1). Order take on mic never pays attention, I have to repeat myself more than once because she isn't paying attention.
2). I order a Beyond Meat B. E. L. T on a twelve grain bagel at 5 to 6am, and assists told "not ready"
3). I then order bacon B. E. L. T. instead, and get a MESS of a sandwich missing cheese, barely any lettuce.
4). I order 3 hash browns and more than once I was given 2 even though I paid for 3!
5). I order a BLT and specifically say "NO EGG". yet the sandwich is given with egg!

Similar mistakes because of employees NOT PAYING ATTENTION were occurring at Black Creek & Trethewey location, and I have up on that location hoping this Keele & Lawrence location would be better.
I've tried my best to remain a customer but this is extremely unacceptable when you're employees' number 1 priority should be to pay attention while on the job, to ensure busy morning customers like myself don't have to waste time waiting on line to get their order corrected, or eat what they didn't want!

Ever since what I consider normal staff that was working here have quit due to reasons they say can't be discussed and new employees have started the lack of "good morning" or smiles or customer service is deplorable at best. No welcome to Tim Hortons what can I get for you. Now it's a person that leans against the counter with 1 hand and says "can get for you?" Not even the word "what" or "I". How about a "how may I help you?" People used to come here and gather for a morning coffee. The staff talked to you by name. Now the staff don't even make eye contact. The chairs inside are vacant unless someone is sick of waiting to be served and sits instead of waiting in line or they grab a quick seat to wait for a friend. I drove out of my way to come to this Tim Hortons for the service but now I come here because of convenience alone. I have frequented this location from 14 years and have ordered the same drink without fail. I have only been given the wrong drink 1 time. In July alone I have been given the wrong drink 3 times and today my bowl of oatmeal was maybe 1/2 full at best. I would normally go back and say something but the current staff aren't worth relaying my complaint to as they do not care. You can tell by the way they treat you and by their body language that this is just a paycheck and that I am nothing to them but a pain in the [censored] that has taken them away from leaning on the counter and looking at their phones. This is my first formal complaint to Tim Hortons but my 4th to this location. I will not return to this location again but hope that my complaint does not fall on deaf ears. Tim Hortons I ask you to please consider making some serious changes to this location before it gets worse and consider a new hiring practice. A person that considers you nothing but a paycheck is harming your business not helping.

Can you pleeeaaase develop an iced coffee and iced Capp that is dairy and/or lactose free? Iced Capps used to be one of my favourite things but I developed a lactose intolerance and have since noticed that there are no dairy free coffee drinks (other than black coffee) on you menu! It would be super easy for you to swap almond milk for the milk in your coffees and would probably sell great, as there are lots of people with dairy allergies! Pleeeeaaase!

Hi

Sub: Drive Through coffees are not getting Stirred up and the Sugar remains at the bottom of the cup. During driving it is hard to look for a stir stick and stir up and drink coffee.

The reason why we choose Drive through coffee is to save some time in the morning during busy morning schedule to have a nice sip of timmy's coffee. But lately all the time coffee taste different in the top and bottom portion of the cup.

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Hi.. I have many products from Tom Horton's and go there everyday for breakfast.. I own about 8 mugs and ysterday I made my tea in the mug and was enjoying it - put it down and picked it up and the Handel broke in two pieces and my tea spilled all over me... It was burning... The mug is the white one with Tim Horton's name on it... I am very concerned about this and have st least 4 still.. Is this an issue you have come across? Not sure how safe this is... Can you please let me know what I should do about this issue? Thank you and hope to hear from you soon! My name is Rhonda and my phone number is [protected] - email is [protected]@rogers.com..

I went this this location to get a simple coffee and iced coffee and the man who took my order was very rude and told me they don't offer iced coffee so I ordered an iced Capp with a flavour shot and he said he didn't have it again and then I got frustrated and said I didn't want anything and he began to yell at me and screaming "[censored] you" over and over again so I drove away and he was yelling out the window as I drive by.

I bought medium coffee with half a cream around 7:30 AM on Sunday 07/27/19 using my bank card, I took the free way driving to my destination and after couple sips the coffee didn't taste right ! As a coffee drinker for more than 8 years using Tim Horton's I can tell if the coffee fresh or not but this time it wasn't the coffee, it's something taste wrong, weared taste! To make the story short I end up by another Tim Horton's after I told the worker my story, he took a look at it and we noticed that the cream is not even mixed or melted in the coffee, it looked like a pieces of sand sticking on the cup! After that the worker at this second Tim Horton's asked me to throw it away, and told that for next time I have to go back to the same store! But he end up giving me another coffee with no charge! Conclusion: such incidents can cause a harmful health issues to customers just for a worker ignorance or miss training! Correction is definitely needed !

07/27/2019

Have visited this Hortons location 4 times this week to get coffee, donuts, and a couple pounds of coffee. Monday I was able to get a cup of coffee and some donuts but no selection. Was advised coffee should be in by Thursday but the attendant was not customer friendly, blamed corporate for problems! Stopped in Thursday again to buy a couple pounds of coffee and was advised none was available, again corporate problem and they had no donuts! Stopped in again Friday and got the same story from attendant! Stopped in again Saturday to a very unfriendly attendant and asked to speak to the manager, He appeared and was not customer friendly and stated that he ordered product but Horton shipped what they wanted and he did not know when he would have product! No apology, just arrogant hostility and blame shifting to Hortons corporate!
Due to the attitude at this Hortons location, regardless of my like for your products, I will probably never again visit a Hortons location and I have been a custmer for years! I ran a business for 35 year and fired managers for much less attitude than was displayed in this operation! The customer service was some of the worse I have ever experienced in my life and probably shows in the bottom line because you are a customer service business and the attitude I winessed will drive customers away!

LD

Hello, I ordered a iced coffee a large tea double double and a jolly rancher slushy. But when I got home I realized they gave me a coffee instead of a tea, so I drove back to the Tim Hortons and got it correct, but I didn't receive a free coffee coupon for this mess up... i have gotten them in the past when things like this happen, since i drove all the way home and then had to return to this location you would think that's the least they could do

Long time customer. Tim hortons new plant based burger ? I've tried the breakfast version and it was okay, so tried the burger? Wait why the F is Tim hortons selling a burger? This should be a plant based sandwich with an appropriate bun like the rest of Tim hortons sandwiches, its not a burger joint! Plus the lettuce now provided is shredded like a Burger King burgers one. The previous version of large leaf lettuce was way better! Tim hortons, you should be ashamed to call yourself a coffee shop that sells "burgers". Am i really getting frustrated by lettuce and a bun, hell ya i am!

Jeff

Hello, I don't usually give bad feedback, but today, I felt was necessary. At around 3:30 pm, I went through the Tim Hortons drive through, ordered a Beyond Meat Burger with bbq sauce, and no cheese. I am vegan and I usually really love the beyond burgers. The one I received today, other than the actual patty being acceptable, the rest was complete rubbish. The bread was COLD, really cold to the touch. I don't know if Tim Hortons recommends selling it cold as such, but I've had many more Beyond Burgers from A&W before and simply wanted to try it from Tim Hortons to support you guys, but after today, I will continue to go to A&W as they also offer onions and pickles, have warm bread and the burger actually tastes good as a whole. The service was quick enough but I prefer waiting to have good food than having speedy service with food I would almost not eat. The bread also tasted stale... all in all, my experience was 2 out of 10. Thankfully I'm already vegan, but for those trying to make the transition, eating something like I did would very easily motivate them to keep eating the same old beef burger...

I gave this store another chance after 4 weeks of not visiting and once again they made mistakes, I asked for a banana bread muffin and got something else, and my coffee has bad cream took 2 sips and that is it, I need the manager to call me [protected] I don't understand how they can mess it up so many times, last time I went in June they messed up my lunch order,

I was ordering from the menu, through microphone and the drive thru service continues to repeat the same thing over and over. I changed my order once and the female employee was lacking communication. I pulled up to the window and she was very rude I handed her my card and she began laughing. I asked her what she is laughing at and she said her friend is making her, then continued to ask if I have a problem with her. I said excuse me I am here for a beverage. She walked away turning her back to me then gave me my chia tea with no shot of espresso that I paid for. Very rude, the employee seemed unstable, so will not be returning to this location.

This is in reference to Case #RBZYY which was created when I called in to complain about the poor customer service received at this Tim Hortons' location on Saturday July 20, 2019 at 11:26am. I spoke to Mario at this time. On Saturday July 20, 2019 at around 11:10am to 11:14am, my brother (driver) and I went through the drive-thru.

Below is a recap of what has occurred between my complaint being made with the head office to have now spoken to the manager in detail. All in all, I was hoping for an apology from the manager and instead, I feel my complaint was first disregarded as she had said "well that's not really a complaint" by Melanie and then followed by an apology after having to explain the situation from the customer's perspective, and that is quite unfortunate. The service at this location has progressively gotten worse since we have been going to it, and felt it really does need to be addressed.

The lady serving us handed the pay machine as we were paying with credit and it appears my brother still had the card on the machine when she went "yeh yeh it's done" in a rude manner. She went to get our order and when she came back to the window, I advised her that saying "yeh yeh it's done" was very rude and she responded saying "I never said anything" and I repeated to her what she said and advised that's not how you speak to customers and she replied "I don't know what you're talking about, I'm just trying to do my job" rudely to us. We were upset and at the time did not get a receipt or the name of the individual who served us. However, I called in Saturday and spoke to Mario and advised him of what had happened. He was understanding on the phone and apologized and said he would send the complaint to the Store Manager.

On Monday July 22, 2019 at 8:34am, Melanie left a voicemail saying she was reaching out and to give her a call at 905-452-7726. I had missed the call as I was at work and heard the voicemail at the end of the day. I returned the call on July 22, 2019 at 5:00pm when I finished work and asked to speak to Melanie. The employee who answered the phone advised she was gone for the day and proceeded to ask me if "this was about a complaint or anything" to which I replied yes and asked what time she would be in tomorrow. The employee advised she would be in after 2pm. I left a message advising that I was returning Melanie's call.

On Tuesday July 23, 2019, I called back at 3:48pm and spoke to Mandeep who advised Melanie was not there. I asked what time she would be in and she said she did not know and I asked to speak to another Manager to which she replied "there is no Supervisor or Manager here right now." I asked when they are in and she advised "they are in usually 6am to 1pm."

On Wednesday July 24, 2019, I called again at 7:42am asking for Melanie to which the employee on the phone advised she was not in and that she may be in after 10am. I called back at 8:30am to see if I could speak to Melanie or someone else and the individual advised that Melanie was not in and I told them that I have been trying for a couple of days now to speak to her and she provided the number 905-454-1793 to call and see if Melanie was there. I was thankful she was able to help me with this and provide this number.

Then at 8:32am I called the number provided and got a hold of Melanie. Melanie advised she received my information as a complaint was put in however she was not provided the details of the complaint which I provided to Mario on July 20, 2019.
I proceeded to describe to Melanie the poor customer service we received as noted above and advised of what the employee said and the tone of the "yeh yeh it's done" and Melanie responded with "well that's not really a complaint" and I went on to say that that it was the employee's tone, she responded with "well I don't think she meant for it sound that way." I advised her that it could have been said in a different way perhaps that "your payment is done or has been accepted" and advised that when I brought it to her attention the employee said "I never said anything" even though my brother and I both heard her say it and I responded with "that's not how you speak to your customers" and that she said "I don't know what you're talking about, I'm just trying to do my job". I felt like my complaint was not taken seriously or validated by the way Melanie responded to it. It does not matter if it doesn't sound like a complaint, we felt we were rudely spoken to and were not satisfied with the service. Even if there was a misunderstanding, for the employee to rudely say "I didn't say anything" and then "I don't know what you're talking, I'm just trying to do my job" instead of "I'm sorry but you may have misunderstood what I said" is disheartening.

I understand the drive-thru can be busy. I too am a former employee of Tim Hortons and have worked the drive-thru and am aware of the timer but no matter how busy it is, it does not warrant rudeness to the customers in front of you. Although Melanie apologized for the employee's behavior and advised she would speak to the Store Manager and employee at that location, I felt that my complaint was not taken seriously. This is also not the first time this location has provided poor service to us as but usually in those times it was the wrong order or something was charged when it should not have been but never someone speaking so rudely to the customers.

Furthermore, Melanie asked what the order was and the day it happened and time and at the time I had thought it was Sunday July 21, 2019 and she went on to say on that your records had the complaint reported on Saturday July 20, 2019. She asked this so they could review the camera footage. I called back at 8:51am to confirm that it was Saturday July 20, 2019 as I went through my call log to confirm and wanted to ensure the complaint is handled fairly.

Whereas I'm very appreciative of Melanie's promptness to call me and address my complaint, I do not think it was handled appropriately. Now I'm not sure if anything will be done with my complaint and I'm quite frustrated with this whole experience. I have been a customer of yours for years and a former employee. I usually go to Queen and McLaughlin (400 Queen St West, Brampton, ON L6X 1B3) and will continue to visit this location as the customer service is exceptional. No matter what time or how busy, the staff is always friendly, always smiling and always get my order right.

I do hope some sort of action is taken to rectify the service so all future experiences at this location are positive for all other customers. However, I will not be returning in the future due to my negative experience. Thank you for taking the time to read this.