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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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C
8:41 pm EDT
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Tim Hortons iced coffee and almost everything really

This location is really not that good. There seems to be only ever 1 employee working which is unfair to them, makes everything unbelievably slow, and frankly extremely dangerous for the single employee. There is always very little product and more often than not when I go to order an iced coffee they never have the machine running. Which is really upsetting. Please look into this location. It needs some attention.

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7:52 pm EDT
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Tim Hortons bagel and coffee

We stop at the same Tim Hortons every single morning and lately we have been getting really bad service.
This morning I stopped and got 5 coffee 3 breakfast sandwiches and one bagel . Out of five coffee I got 2 right my bagel was so discusting I had to throw it out.
We use to go to the Tim Hortons on LancasterRd and we stopped going there because of bad service. Now we are getting the same kind of service at the one on Walkley Rd.
It is very madning getting to work and ready to enjoy the breakfast we just bought but can't because it's not what you ordered or is just not eatable.

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Update by Frankie1967
Sep 19, 2019 7:54 pm EDT

We stop at the same Tim Hortons every single morning and lately we have been getting really bad service.
This morning I stopped and got 5 coffee 3 breakfast sandwiches and one bagel . Out of five coffee I got 2 right my bagel was so discusting I had to throw it out.
We use to go to the Tim Hortons on LancasterRd and we stopped going there because of bad service. Now we are getting the same kind of service at the one on Walkley Rd.
It is very madning getting to work and ready to enjoy the breakfast we just bought but can't because it's not what you ordered or is just not eatable.

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2:35 pm EDT

Tim Hortons coffee prices

Despite questioning the amount difference in Kensington PEI Tim Hortons compared to Ontario Canada, I was charged 2$ for a medium coffee, when it is listed at 1.79$ for the medium coffee at Tim Hortons franchise.

As a franchise the prices should not change regardless of location, and I am very disappointed that this is the case. I am a Tim Hortons coffee drinker daily and as a shift worker I drink a lot of coffee. Please look into this and I hope to not be due her disappointed by Tim Hortons.

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1:11 pm EDT

Tim Hortons order mixups

I go to the thornton, on location on a daily basis. I order the same thing each day. At least once per week I get the wrong thing. Being on the road, sometimes I don't get to my order until i'm down the highway. I always check my food to make sure it is correct now, but my beverage is always the same. I give it a sniff test to make sure it is not coffee as I detest coffee. Well as usual, I order 2 xl st tea, both with 3 milk and 1 sweetener.

I only sniffed one today as I figure why would the other be different?
Well, just got to work, opened the first tea, which is marked as st. And low and behold it is coffee! So very disappointed as once I am at work, I cannot leave.
Why does this keep happening? There was no coffee ordered, lids state st, but one is coffee and the other one is tea.

I normally go back to get it for free the next day, but felt I had to let someone else know so that this doesn't keep happening. Getting tired of having to correct them, and feel like a beggar when I ask for it to be free.

Is there a training program that they go through? It does not appear that way. They should have to confirm orders with the staff who are making the orders before giving out to the customer. I know time is of the essence at the counter/drive through, but order accuracy should be more important.

Last time this happened, I received 2 coffee's, both lids marked st3m, 1sw. Are they that simple?
I would appreciate your feedback and hopefully something can be done.
Thank you
Sharon morrison

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11:14 am EDT

Tim Hortons drive through

To whom it may concern,

Today Thursday September 19th at 9:36am I arrived at the Tim Hortons location and only seeing a 2 car infront of me I decided to use the drive through. Other car came in behind me leaving me committed. After 4 minutes I finally got to order 2 large coffees, 2 cream 1 sugar and a chocolate chip muffin. 12 minutes past before I got to the window but when I did the people inside didnt know my order. So, I told them again at the window and paid for my order. After 4 more minutes of waiting a second person came to the window and asked what my order was again. I gave my order a 3rd time and after 2 more minutes finally got my order, or so I thought. Nothing was written on the lids and seeing how they took my order 3 times I assumed it was correct but no. I can only guess that the coffees were triple triples and my chocolate chip muffin was a blueberry muffin. So, the coffees and muffin were inedible as I am allergic to blueberries. After wasting almost 30 minutes of my morning and getting nothing for time and money I may begin going to the Starbucks across the street.
Thank you for your time

Mike Huard

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11:02 am EDT
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Tim Hortons new maple leaf coffee lids

Every day this week I have spilled coffee on myself from the new lids, there are three issues that I would like to put forward.
First of all when the lid is attached and has not been opened it leaks profusely through both the small hole above the Mapleleaf and the mouthpiece before it is opened forming a big puddle on the top Of the cup inside the maple leaf. Try to take a sip from a coffee that has a puddle sitting on top of it and around the outside of the lid because of the overflow. The spillage also happens dripping down the side of the cup.
Secondly the one that really pisses me off is the fact that when I go to open the lid there is a small amount of coffee up inside the lift up piece that has sprayed me numerous times because it is tiny and slips from your finger springing back and spraying out its contents onto my shirt.

The old flat lids were so much better yes occasionally there was coffee coming out through the opening and I'm sure eventually you will come up with a proper style lid that will eliminate that. But if I may make a suggestion in the meantime, have your employees place the lids so that The opening is where the seam of the cup is that way the lid seal properly because it's not being lifted.

Thank you
Brian from Calgary.

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Update by Blaith
Sep 19, 2019 11:08 am EDT

Also with the new cup you can’t feel where the opening or spout it with your lips so is your cup is being put to your mouth at night you are going to miss the target.

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10:46 am EDT

Tim Hortons rewards card program

I love the French Vanilla drink and was using the rewards card but had trouble obtaining my free drink. There were different numbers coming up when I went to different sites.
Turns out French Vanilla's are not part of the rewards program which is disappointing.
This program does not compare to McDonald's as you can get any drink free, plush every hot drink you buy you get a sticker towards a free hot drink. If you are buying more than one hot drink at Tim's its all counted as 1.
There is not competition here as to who has the better rewards program

Bonnie

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10:12 am EDT

Tim Hortons vanilla iced latte; ice cap.

Hi, I was ordered vanilla ice latte and a wrap this morning, but the drink I have today tasted different from every other days that I ordered here. I don't know what ingredients have in that drink so I just told the employee there that It is tasted not right, i dont know what in here but could you add some more cream or something that have in here. But when I was saying, she didn't let me finish my speaking and said that what that drink supposed to be. I don't want to make trouble for me and for her in this morning so I ordered another Ice Cap. But same with Ice Cap, it is the worst Ice cap that I have till now because they didn't add any cream in the Ice Cap. Location: Tims Horton at 1 Georgian Drive.

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10:12 am EDT

Tim Hortons pumpkin spice latte

So I went to Tim Hortons this morning and ordered a pumpkin spice latte and breakfast sandwich. When I got to the window and received my drink, it wasn't hot. I didn't specify whether I wanted hot or cold and they gave me a cold one so maybe that's my fault so I didn't complain. Then I Pulled past the window through the drive thru, took a sip and HATED it... so I went inside to let them know I was unhappy and see if I could get my money back. The gentleman at the counter told me it wasn't his fault that I didn't like it... I do not believe it was made correctly. I couldn't take any pumpkin and it tasted like very burnt coffee.

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9:59 am EDT
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Tim Hortons the new lids

These new lids just don't cut it
I have had over the last few days (getting 2 to 4) coffees per day
Lids that are not on correctly and popping off when I take them from the drive-thru window
lids that fall into the lid as opposed the folding back
you cannot do the 3 handed Canadian shuffle with this lid
and the taste is slightly different too

lets be honest, this was a marketing thing to STAY current with Micky D's

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5:02 am EDT
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Tim Hortons new lid

Driving to work 4am this morning. Ordered a large coffee 1 cream. Driving on the 401 Highway drinking my coffee. As I'm putting it back into the cup holder the whole "new" horrible lid came off and I wore my hot coffee. I work with a bunch of police officers and we all drink Tim's coffee and we all dislike the new lids. They don't seem to stay on the cup tightly and the hole is too small. My major complaint though is that I half my coffee landed on my lap this morning!

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10:31 pm EDT

Tim Hortons cold food, incorrect orders consistently

The occasional mistake is reasonable. However I have to say this particular location makes mistakes every single time I make a purchase in the drive thru. Specifically today, I order wraps and bagel. Everything was cold. But yet I asked for "double" toasted.
Wrap was cold including egg and sausage. Not sure how that is acceptable. Chicken chipotle wrap was entirely cold as well. That is including chicken and wrap. I've had these exact same items at other locations which provide warm food every single time.
On numerous occasions I am given the wrong food. Unfortunately because I use drive thru for convenience I am considerate of those waiting behind me and do not double check my order every single time, such as today.
I live in the area so choose to go to this location out of convenience. I can't tell you how many times I've witnessed other people being given incorrect orders which is prob why the drive thru is always backed up and doesn't move. Perfect example is the Tim hortons on Barnet. Amazing service and far busier than sunwood location. This goes to show the lack of training and management.

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2:35 am EDT

Tim Hortons staff, food quality

Ordered a chicken sandwich. Was given a bun with lettuce. I returned to drive through and let them.know thinking they would prepare a new one. They put a cold, rock hard piece of chicken that had clearly not been prepped. I complained again and they told me it was actually meant to be served cold. I asked for a manager and they said no manager would be in until 630. They refunded me in cash even though I paid via credit card. This was a terrible experience and I wouldn't normally waste energy writing in but I am embarresed for Tim Hortons that you would allow a restaurant to operate with such bad standards. Manager is Felicia. Employee is Gurinder. You can reach out to me to update me. [protected]@gmail.com

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7:01 pm EDT

Tim Hortons drive thru

First and foremost I would like to say that the Tim Hortons staff in Sarnia, Ontario are wonderful. Polite, friendly and do the best they can to serve customer fast. I am sure I am not the first person to say this but if Tim Hortons wants to be a fast food establishment rather than Canada's favourite coffee shop then changes should be made to how you operate your drive thru. I can go to Macdonalds order full meals for my family and be in and out of there drive thru in 5 min tops, yet at Tim Hortons it's taking longer and longer to get a coffee in the drive thru, I have waited 15 min or more for one coffee. If I could suggest you put in a few drive thru parking spots for people with orders that are not ready yet, allowing the people with just coffee and or donut, muffins to get in and out quicker.
Sincerely Sandra Garnier.

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6:23 pm EDT

Tim Hortons new coffee lids

these lids are horrific. most times you cannot open the lid and have to take the lid off to push it open, spilling coffee on me. the coffee over flows onto the lid and when I go for my first drink it drips on me. they're like using a suckey cup slurping to get a drink. i work with the public and never heard one good comment about the lids only the same complaints. might as well buy mcdonalds coffee now cheaper and same lid..

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6:05 pm EDT
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Tim Hortons french vanilla

Hi

Today I left my house to pick up my son from evergreen school located in evergreen sw calgary... So I decided to get myself a small french vanilla I went to the nearest one by gas station drive through I ordered n mentioned them to serve a fv which is not half water anyways they served me fv n obviously I couldn't taste it right there as it was really hot I went to the school tasted the fv it was like water then I picked up mybson went to the shawnessay one I told them and dey changed it for me again it was a ling line on drive through and I tasted it like right after I left n it was worse then the before one... I was soooo upset that I decided to go to the other tim horton which was very close and I told them that plz clean the machine and make me one fv... They said ohk and gave me and I tasted the fv and it was like water I told the lady she said we r very busy... U want ur money back I was like shocked just to check I went to another tim horton and I walked inside with 2 young kids and after standing in the line for 10 mins my turn came and I told them I got this from shawnessay tim horton and its taste like water plz change it for me n she said we cannot do that cuz this one is not shawnessay one I literally took my cup of fv (I should say water) and threw that in the garbage and left... Its not about money its about my time I only wanted to have a cup of fv... And I m so disappointed I have been drinking fv like for 10 years and I completely love it and just so u know it has happened before but I dint had time to go to 10 places or go back they changed it and it was fine the manager literally told me that the machine needs to be claened thats y this happens.. But today like I went to 4 different places like literally 4 places and couldnt get a small fv...

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5:59 pm EDT

Tim Hortons new lids

I would like to complain about the new lids.
I bought a coffee yesterday and as I picked up my coffee out of the cup holder in my car the lid popped off and coffee went all over my new white pants. They are now ruined.
This same issue happened to both my daughters and my husband in the same day. Coffee dumped all over there carpets in their cars (which is very difficult to clean and will soon smell like spoiled milk)
These lids are terrible!
They do not stay on the cup.
I have heard multiple complaints about these lids. I am hoping you will listen to our complaints and revert back to the original lids.
Keeping the new lids will probably discourage people from continuing to buy at tim hortons.

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4:40 pm EDT

Tim Hortons lids

Your choices of lids that you offer your customers are the worst. The ones you have used for years are a heck of alot better than these stupid sippy lids.

With all the $ you make you can come up with a better idea than these so please change them or come and clean my truck everyday from the amount of coffee list in my console or on my floor and clothes.

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3:37 pm EDT
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Tim Hortons accepting canadian money in a canadian institution

So I went to this tim hortons 5 blocks in the rain its a new franchise in downtown victoria I visit this at lest 3 times a week, to tell me they would not accept a canaidian $100 dollar bill to pay for 3 lunches... How totally non canadian is that... Thanks for no lunch and this is pathetic... Its money so compensate me the lunch I lost and the wet clothes i'm in we were hungry so we went elsewhere... Thanks

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10:57 am EDT

Tim Hortons croissant

So every morning I order 3 coffee and a sausage croissant with chipotle sauce on it. This morning I drive to sydenham rd Timmy's in Kingston Ontario where I go every morning closed for renovations. Off to the Timmy's on 401 at sir John A and they tell me they dont sell them anymore. So i get to the window and ask why the lady says well it's up to the manager of each location to decide and this one decided not to sell them. (Irrate but not too bad cause i can drive to another location. I get to the next Timmy's and they unfortunately dont sell them anymore. Same B.S. manager. So I dont know why I'm getting screwed for the only sandwich I like there.

Also whoever made these new lids is a stupid dillhole. Thank God I've got about 15 of the old lids at home so I can switch to it as soon as I get my coffee. New lids suck.
Kris

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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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