Tim Hortons
reviews and complaints

Many customers waiting ten minutes for one coffee just simply being forgotten. Another lady waiting for a bagel. Politely asked the lunch bar lady was very snippy and rude back. Although customer had been waiting almost ten minutes also.one person on cash while three others walked around the entire time complaining. I have never walked into a Tim hortons and had such rude and bad service

I just entered the Tim Hortons located at 80 Market Drive in Milton, ON. I was told this location could not serve anything except coffee and baked goods at this time despite a large banner on the roof of the building stating it is open 24 hours. There are buns, bagels and everything required to make sandwiches etc. Clearly visible and the staff seemed untrained and quite rude.

Does open 24 hours actually mean open 24 hours or just for select services? Is it the policy of Tim Hortons to have their staff act in such a rude manner toward customers? I have experienced this type of behaviour by staff in other locations but this is the first time I have been incensed enough to complain.

I visited this drive thru location on Sept 10 at approx. 7:30 am.
I asked what teas have caffeine in them. The lady answered "I can't tell you that you will need to call customer service."
I was quite confused with her answer so I asked again. This time when she replied she gave me the same answer in a very fast and rude tone.

Then I asked, which teas do not have caffeine - thinking if she has the info in decaf I could use process of elimination.
At this time she answered me again and basically was rushing me to order.
I asked what tea selections are available. She then began to ramble very fast all the selection blends. She was completely rude and disregarded my questions.
When I arrived at the window I questioned - how could you not know what teas have caffeine? She then began to brush me off and the other lady was rushing me.

This is a absolutely unacceptable customer service.
She was so rude and clearly doesn't know the products.

Feel free to contact me if you require further information.

Thank you,
Julie Ramos
[protected]

This is the dirtiest restaurant I have ever seen. If the seating area and bathroom is that bad, there is no way I would eat there. It is gross. I probably should've taken some more pictures of the seating area but around the garbage is and the floor doesn't look like it's been washed maybe a quick swipe here and there but the corners are disgusting the door to the bathroom is covered in dirt or splash marks all over it. I couldn't get out of the restaurant fast enough didn't wanna touch anything

This morning around 9:15, ordered everything bagel with herb and garlic cream cheese.
The order was ready by the time I got to the pickup/ pay window.
The server said " here" and I looked at her in hopes for better customer service.
This was breakfast for my daughter and she opened the wrap in school.
To her surprise, cream cheese was put on the bottom side of the bottom slice and buttered side was facing down .
I've gone to this location many times as it's close to home, often have issues and yes, the staff are rude at drive thru. They'll snatch notes from your hand and not a smile, poor customer service!

I consistently order a medium dark roast double double every single day with about 1/5 tasting the way it should. It's probably my fault for consistently buying Tim Horton's coffee but I do anyways for hopes of them making it proper. The time it does come out tasting good, it is the best coffee I ever drank. It's starting to be not worth the headache of dealing with such garbage consistency. So please talk to the store to increase the frequency of the pots they make and shorten the life of the pot. I will place a complaint everyday until this is fixed. You guys make a good product, don't drive your customers away because the franchises are cheap or the employees don't follow policies correctly. 80% of your revenue comes from 20% of your customers.

Around 10:30pm Sept. 10th I stopped into this location for coffee and a donut. Novel idea since this is a coffee and bake shop right...wrong. There were no donuts! Absolutely ridiculous! I was on my way to work at the hospital around the corner. I have to wonder how many others were looking for donuts as well. Good thing Sobeys had some for me. Just think a grocery store has baked goods but your location had nothing. If I were you guys I would want to know how much revenue you are losing daily because of this.

To whom it may concern. I have been working with Tim Horton's location #6914 for 1 1/2 years. I was employed by a manager who had resigned due to verbal and physical abuse from our head manager( Michail) . For two weeks after her leave, employees with set hours lost more than half of their hours along with being scheduled without breaks. My head manager promoted one of our teammates to assistant manager without raise, then two months later promoted the baker ( whom at the time had yet to complete any tap training) to co assistant manager which made a big confusion as to whom to contact for the schedule, missing products and or emergencies. To this date there are no accident report sheets at our location, our first aid has been empty of any necessary items ( band aids, gauze). Once the baker was promoted ( proud older Serbian lady) she began to argue with absolutely everyone. As a result two of our best employees ever resigned two weeks ago. One of which had been the other promoted co manager.
Currently I am working a 3-10 shift, alone, without my unpaid designated 30 min break. I know this isn't legal. My manager never answers the phone. So many times there have been injuries and the staff had no way to contact him. Please help me. I like working for Tim Horton's but this management is taking a large toll on my chronic anxiety and depression

I come to Tim Hortons every or at least every other day because I work in the mall and that's mostly all there is to get coffee. I always bring my own reusable cup, and it's ALWAYS clean. I always rinse it out before I bring it, yet still when I order ANYTHING from your restaurant, they make it in a plastic cup and then hand it to me without a lid. I understand that there are sanitary issues with bringing in your own cup, but I worked at davids tea for over 2 years and not once did I refuse a personal cup. Neither does Starbucks, they take my personal cup every single time I bring it into their facility. I would like to complain about the amount of plastic and the waste this facility is creating. We only have 17 months left on this earth if we don't change the way we treat it, including the amounts of plastic thrown away.

I'm becoming more and more frustrated with Tim hortons, every time I go it's something... today I was I drive thru ordered a large 4x4... got to the window handed her a 5 dollar bill and she very rudely said it's 6.80 I said I only ordered a large coffee, she then scoffs at me and says oh... then she hands me a large coffee which is marked reg so I then said I ordered a large 4x4 so then they go make it during this time I had asked several times for my change... she says ya I'll get it... you should give a customer there change right away... I love Tim's coffee but Iam growing more and more frustrated everything I go there it's something and not just that location ALL of them... thank you in advance...
Sincerely
Tara

I placed an order for 2 coffee and 1 chicken sandwich. I asked if it was available they said yes so I got the coffee's and 15 mins later of waiting for the chicken to be done my bun with everything on it was just sitting on the table as the employee were reaching over it I wasn't happy and they were very rude too me would like to know what would be done about this

I am a Tim Hortons girl through and through. I can understand slow service, training, maintenance and even the occasional got the wrong order.
But today marked the day of how does this even happen?
I went to bite into my begal and cream cheese and hurt my tooth on a bread tag that was in my cream cheese spread! My begal had a bread tag in it!
I am very disappointed in the Collingwood Tim Hortons as they do not seem to have the right attitudes, have very under par service and now a tag in my begal!
Well thank God I didn't chip my tooth but it sure hurt like hell!
I can only imagine if this was a little kid and could have choked on this or worse.

Purchased three medium DD's around midnight Sept 9 which this morning realized two of them were French vanilla Contacted Tim's in which nothing suggested I said can I take to Florenceville to exchange and told should be able to as I live in Beechwood I don't have problem doing this but had to make special trip to fix the issue over the carelessness

I am extremely dissatisfied! This is the second time on my way to work I have ordered and paid for a pumpkin spice latte and got a regular gross latte. First one was in Markham on hwy 7 and ninth line timmies and today was at the timmies at the Whitby location at the corner of kendalwood and Dundas ! If I receive another bitter plain latte again tomorrow i will be pissed off.

This location is right by my home so I'm forced to revisit; otherwise I would never come here. They constantly mess up orders and when you try and call the number on google is incorrect.

I visited this morning to claim my free meal they promised from a previous order they got wrong and they didn't have my name on the paper to give me my $3 meal free as I was informed would happen. I spoke directly to the manager and rather than she saying it was their fault and she apologizes for the mistake. She says "your name isn't on the list" and awaits payment. So not only did they mess up my order previous (which I couldn't eat) they also can't/won't satisfy the issue.

I'm writing out of sheer frustration of all the errors and poor customer service I've dealt with at this location over the years. Something needs to be done here.

Sincerely,
Unhappy customer

I am very displeased wirh this new rewards program... It is nothing in comparison to mcdonalds... I have spent some mney at several locatoons around winnipeg but cannot collect points... For one dumb excuse or another... Plus tge staff knows how to suggest sell but cant ask customer if thet collect points... What a sham! Plus having to wait 30 per transaction to gather pounts is rediculous... I think I will stick with mcds as the cup has the sticker on and guaranteed get it with out needing reminibg plus if I buy one coffee then five minuted later treat a friend I get that sticker as well... Tims is a sham

I was sitting in the cafeteria thinking I would like to go get a coffee and happened to look over at the cafeteria store to see Karen, the unit manager?, cough into her hand and then continue to touch the pots and cups and serve coffee. I am appalled by this as I work in the food industry and have always been taught to cough or sneeze into my shoulder. I was completely deterred from getting a coffee and so were my classmates.

I ordered my usually coffee at the same location as I do 5 days a week. I go there only because it the only drive thru. On more occasions than I wish to talk about the customer service is horrible. I get half the way or all the way to work and it's wrong. That happened just last week. Well today I placed my order and when I went to pay I gave her my rewards card, she took the card pretended to scan it. I did not hear the beeping then she took my money and when I asked for the receipt she rudely shoved her hand out the window and the paper almost blew out of my hand. I noticed that there was no rewards card scanned and when I asked her why my card was not scanned she started raising her voice to me about how the rewards system is not working. I tried to tell her that taking my card and pretending to scan it then being aggressive handing me the receipt because she knows she did not scan my card is wrong. I told her that taking my card and pretending to scan it is deceptive. That if the system is down it's her responsibility to inform customers. She clearly said that's not her job and she continued to argue with me saying it's not her fault and it's not her problem.

I don't drink coffee. However, I drink iced caps all the time. Daily or every other day . I usually order a medium iced cap.
Lately, the last 2-3 weeks, the 2 lake country locations have replaced the medium open /dome lid with a flat lid.
It is awful. I get less drink and you can't drink a slurpee drink with a closed flat lid. You can't move the straw around. I dislike it, a lot. It feels like they are cheaping out, and I'm getting ripped off, and do not enjoy my iced caps anymore.
The locations in Kelowna and Vernon still use dome lids.
Why are they using these lids here in lake country?They are awful.
Sincerely, I am a disappointed customer
Michelle harty

The new lg/xlg lids are beyond terrible. I don't know who did product testing but I can guarantee they are not avid coffee drinkers. When I I recieve my coffee from drive through the hole to drink out of is already cracked and coffee is filling the lid. By the time I get home I have coffee splattered and dripped into my console of my car and if in a tray everywhere. When I get home sit down and am ready to dive into my addiction of tim hortons coffee, I am then sprayed/showered with coffee trying to flip the tiny tab. Leaving me with mixed feeling about why you hate your customers enough to want your hot coffee burning our faces. Also, as for any one of your coffee lovers know the old lids could be held with your teeth in emergencies therefore freeing your for other tasks. Every important for someone who always has a coffee with them! The lid is also missing an air hole!

Now onto cups! What is with the super cheap squish cups paper and plastic! They are so thin that the employees are double cupping them, therefore not saving the company money. The poor employees hand them to you with a complete look of embarrassment and fear as they know it could be crushed and spilled with any form of pressure! Please, make a cup and lid that is usable! I don't feel like it's to much to ask.