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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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M
10:54 am EST

Tim Hortons the staff behaviour and wrong order

I submitted my complaint about this Tim Hortons and got case number WXSV8. It was about employee's behaviour who served me Farmer's wrap with egg while I asked for Eggless as I am pure vegetarian and it's against my religious rules to eat Non veg or Eggs. But the employee was not apologetic and said it's just a mistake, it was a big mistake to me. And I am afraid that he might be serving wrong orders to other customers as well. After complaining about this issue to Tim Hortons head office I received an email which assured that I will be contacted by someone. But there is no contact made yet.
If you don't wanna react on your employee's behaviour even if it's his mistake, at least give me my money back for that particular order.

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10:30 am EST
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Tim Hortons muffin - customer service

This morning, December 18th, I went to the Tims in the Quinte Mall. I was there prior to when the stores in the mall open. Consequently, I was the only customer. I placed my order - two muffins and a gift card. The server was more interested in talking to the other employees and took some time filling the order. Products were all ready on the shelf. When I got home with my two muffins I found that she had given my the wrong one. I ordered a raisin bran and got a fruit explosion. Not good. I returned to the store and waited for the same salesperson. When I explained the mistake she became hostile and said it wasn't her fault. No apology. That made me more upset. She did give me a raisin bran muffin in lieu of the fruit explosion. Perhaps she should spend more time waiting on customers and less time talking . Cashier - shift 3. Order ID [protected]. I felt frustrated with her attitude.

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9:17 am EST
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Tim Hortons french vanilla coffee

I realize the foam from the French vanilla doesn't fill the cup . But when you order your favourite beverage & your cup is LESS then full it is very DISAPPOINTING! I have come to realize if you ask politely for the attendant to TOP UP with coffee it's usually done without issues ... i went to the drive through in Atherley Ontario this morning & the young lady on the window was very nice but as for the other lady whom I asked politely to top up my XL French vanilla replied " I already did " I am completely upset with her reaction because as you will see the cup is more than an inch below the rim ! My French vanilla is a an occasional treat ... With this EXTREMELY POOR customer service I'm wondering if our families daily coffee & treat visits should be taken elsewhere? I myself work with the public & deal with HUNDREDS of guests daily ( face to face )so I understand sometimes things are complicated! This was not complicated & the store was not lined up busy ... I asked politely & even the other young lady taking the order "looked" embarrassed as she put her head down ... I was not going to argue with the other attendant, maybe she thought she filled my coffee ( French vanilla) but she CERTAINLY DID NOT !
Maybe there is something that could be improved with the dispensing machine that would make everyone's experiences more enjoyable!
Thank you for taking the time to read

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O
7:57 am EST

Tim Hortons management

Went into Tim Hortons to get my bagel remade as I went through the drive thru and it was NOT toasted, and the lettuce on my belt looked absolutely revolting. Watched an older woman, with long black and silver hair, who I think is the manager, take money from a customer in drive thru, then proceed to go back over to make my bagel with the same gloves. As I was waiting for my bagel belt, I noticed that she made the orders in drive thru ahead of mine, even though I came in with a complaint. She did not change her gloves the whole time she was making the food, and still took forever to make my bagel. When I asked her when my bagel was going to be finished, she said "drive thru times are more important, I'll get to your bagel in a minute". The service from the manager was disgusting, and the fact that the food she was tossing out looked unappealing, and her gloves hadn't been changed, I left without even asking for a refund. I was disgusted. During my visit i was watching her make the food ahead of mine. On the grill, I noticed the 15 second timer and she had it off within 3 seconds. Unacceptable standards. This is a very frequent problem of mine. I went in yesterday, this time in the store as to save myself the issues of having to come back in anyways. When I complained to the supervisor Jen, she apologized and she even offered me a full refund, and made my belt for me correctly. Her service was wonderful, and she made me want to come back to the Marmora Tim Hortons.

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4:00 am EST

Tim Hortons customer service/ work environment

The two managers sleep with their employees and give them the most hours and raises. The afternoon manager drinks all day and customers have complained how much he smells of alcohol and his appearance and personal cleanliness is no more than the beggars outside asking for change that he gets into physical fights with. This location used to have a good reputation but has gone straight downhill unless you're one of the employees that agree to have inappropriate relations with the managers or are a female customer that enjoys the unnecessary unprofessional flirting that they think keeps customers coming back. This location needs new owners and staff

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5:48 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Tim Hortons several things

I have already submitted a complaint regarding my experience. The reference # is as follows WHDMF I have called twice about this. I was told the first time that a copy of my complaint would be sent to the store in question. No response. The second call, I was told the complaint was still being investigated? I have not heard one word nor have I gotten any satisfaction over this. I'm extremely angry that I'm being dismissed by your company. I believe I deserve a refund for what I ordered considering the circumstances. I can say you have lost a customer. I was there on Nov.22, receipt #[protected] order id# [protected] my total was $27.57 my name is Maggie Ray [address removed]

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Update by Maggie Ray
Dec 17, 2019 6:09 pm EST

Please remove my complaint.

Resolved

Nothing has been resolved. I need my complaint removed NOW. I don't want my address public.

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C
3:29 pm EST

Tim Hortons policy on cold coffee hot chocolate

Today at 3.15pm after a very long wait you service the drive through a lot better.

I was served by a manager. I explained my coco was cold and wanted a new one and buy a muffin.

She never touched the cup saying it was empty. So l pick up cup and poor some out.

She just stair at me and could not answer me my question is it empty ? Or did l preform magic.

I left store after she thereon me.

I use to be QSR business this is unexable.

Chris Desjardins

[protected]

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3:03 pm EST

Tim Hortons Cleanliness and customer service

I have attached a few pictures of the filthy drive-thru windows at this location. There is even spit on one and 4 days after complaining to the employee the windows have still not been washed. This along with the manager's uniform looking like it has not been washed in a week including pet hair visibly on it leaves it a very undesirable establishment to frequent anymore. We go 4 to 5 times a day and have many times received incorrect orders, watred down hot chocolate and unacceptable wait times. We are at the point of taking our hard earned money to McDonalds as their service could not possibly be worse than it is at Tim Horton's in Shediac.
That is $500 - $600 in sales that will be going to your competitor. Also on that note, employees should be informed to offer the customer change back instead of taking it and putting it in the tip cup.
PS the picture doesn't even do it justice; you should see it in person. you can't even see inside.

Sincerely,

Was loyal customer

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12:20 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Tim Hortons service

I recently went to Tim Hortons for a coffee. As has happened a few times in the past, going thru the drive through, they only filled my cup about 3/4 full. I decided this time to ask them politely to top off the coffee. When I got the coffee back and stirred it I noticed grounds floating around. I have never had grounds in my coffee there. I can only think that they did this to "pay me back" for asking them to top it off. If this is what I can expect when saying something then I really question the training of the employees. I am adding pictures of the cup and it's contents. I would appreciate hearing back from you about this issue. Thank you. I can be reached at [protected]@icloud.com

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M
10:51 am EST

Tim Hortons service

Hello

I am very disappointed with my wrap. I ordered a Grilled Chiken Jalapeno Wrap on the Sunday Dec. 8th. It was just a simple wrap. chicken was not grilled and it was not even spicy. I was told it was but it was not.

I throw it out even the chicken did not taste cooked.

The point is most of the time and most of the store do not offer to give you your receipt and this is a problem not having a proff.

Even the store wes not very clean & washroom was discusting. I tried to get in touch with customer services and tried to get in touch with the store but no luck, this may have been due to sunday working hours.

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10:25 am EST

Tim Hortons poor service / lack of product

We order several orders of coffee, donuts for all of our drivers and customers this time of year and through out the year on many occasions.
Today we have coffee day and orders were not ready after pre-ordering a week ago . Donuts were not even made in Milton store this morning, as the baker never showed up for shift, ended up with 4 dozen muffins ! coffee, tea, not even ready ! our Mississauga pick up, short on milk and cream for a 100 cup Cambrough we have over half of the coffee left and no milk or cream !
We are extremely un-happy with Tim Horton's and may have to go to another Vendor for our coffee days !

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8:26 am EST
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Tim Hortons lack of employees and product

I started a new job site and I'm stuck going to this Tim's location. For a week now I arrive between 730-8 and the wait is horrible. Why is that there's only 3 people working 2 cash registers and cooking and dealing with food deliveries. Most of the time there's only 1 worker working and 10 people in line. Tim's has lost there way on so many levels. Consumers are trying to get to work in the morning not waiting 20 min for a coffee. And I know how it works I owned a coffee shop for ten years and with ou computer screens and Tim's money I had customers in and out especially in the morning. This is my 2nd complaint this week. Tim Norton's does not keep a close eye on there stores and that's why your brand is is getting weeker. I've typed this while standing in line and there's still 2 people in front of me. If there was a star bucks around here I wouldn't be typing this. No need for a response because nothing will change. Oh ya 4 days now and still no jalapeno bagels as advertised

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C
2:23 am EST

Tim Hortons staff forgot items

I had just gone thru drivethru after being assulted erlier insodent somewhere else we ordered two 50 packs of timbits and around 8 coffees, now after a long day we got all 8 coffees no problem but we drove away before we grabbed the timbits. Now the final bill was 58$ and we paid cash. How do we resolve this issure I called and they wont give me my timbits

Email:[protected]@gmail.com

Thanks

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11:01 pm EST

Tim Hortons the area manager want to buy a sunoco gas station

Hi,
The area manager (srilankan guy) of timhorton of the above said sunoco gas station
Want to buy whole bussiness of sunoco,
Kindly stop it.
He can not do both job at same time.
He is put $2000 more money to buy this sunoco gas station.
Pl. stop it

To stop contact:-
John pitiss, (area manager) accountant or asraff
3801 west chester pike, newtown sq, pa 19073
[protected], fax - [protected]

Sunocolp.com

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K
9:47 pm EST

Tim Hortons treatment in the store

To whom it may concern,

I would to start by saying I love the coffee. We get it all the time.

I went to order two large coffees, the lady that took my order did not greet me, nor did she ask what I want. This didn't bother me, everyone has a long day.

However she walked away before I could tap my points card, I tried to get her attention but could not.

I asked if I could get the points, I was told no, no problem. Then I asked if I could get a refund.

A young man comes over, I explain what happened, he then proceeds to lecture me on my responsibility as a customer to scan my points card. I stayed calm the entire exchange, just wanting some hot brew amd my points.

I asked for the refund, refund is given. I then say that I would like to re purchase the same coffees (they were already made and I hate wasting food and drinks). The young man then took the coffees away, amd refused a re purchase and said my attitude sucked.

I get it, customers can be jerks. I worked at a coffee shop for 2 years and the general public can be frustrating.

I did not raise my voice, there was no name calling, no threats made of any kind. I simply wanted my coffee and points, and all I received, as a GROWN woman of 29 years old, a scalding by one of your cashiers.

I will continue to patron Timmies, but y'all need to make your employees understand that what they perceive as attitude, is merely a tired customer.

Thank you for reading this, I apologize for the length.

Sincerely,

Kayla Robichaud, a loyal customer for life.

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11:43 am EST
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Tim Hortons breakfast bagels

My husband and i wanted to try the new savory bagels with the egg and cheese. I ordered the spinach mozzarella with egg and cheese only. I received an egg an cheese on a cinnamon bagel. Egg and cinnamon together doesn't go well together. It was disgusting. The line was too long and i had to get to work so i couldn't go back. He ordered the jalepeno cheddar bagel with egg cheese and sausage. And he received the right bagel but this time with no meat. So both of our orders were messed up. I have attached a pic of my egg and cheese on a cinnamon bagel.

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2:31 pm EST

Tim Hortons supreme apple cider and hot caramel macchiato

Order 2 of the apple cider drinks and 1 macchiato. This was today, Sat 12-14.

Both if the apple ciders tasted like hot water with a very slight tase of apple. The best way to describe the macchiato is "flat". No caramel taste. It was like the drinks were missing the appropriate ingredients.

We go to this store on a regular basis and this has bever happened. They were very busy but then again that is normal.

Have had these drinks before and they were vaery good

Disappointing!

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1:48 pm EST

Tim Hortons coffee cup lids

These new coffee cup lids are not very good. Please either go back to old lids or get a better designed lid I have had more spilled coffee with these new lids and since I need to put in a minimum 350 characters can you please go back to donuts that were bigger and less newer meals and concentrate on doing what Tim Hortons became known for Great coffee and donuts

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11:26 pm EST

Tim Hortons extremely poor customer service

Hello,

I visited this Tim Hortons a few times, always extremely slow. This afternoon I was there standing in line from 12: 00 pm to 12.33 pm, then I ordered my meal, and it took me another 10 minutes to wait until I was referred to the station where I should get my food. A server Sandeep was extremely rude with me at this station, arrogant and did not give me my food. She was dirty, her gloves were all wet and the water was dropping right to someone's soup in front of me. She told me that it will take another 10 minutes until she will serve me. She screamed at me and her face expression was angry. I spend almost all my lunch time there just standing in line and interacting with this nasty server who did not give me my food. After her screaming at me I decided to leave hungry because I was disappointment with this extremely poor customer service and my lunch was almost over. I came back to work hungry and had to stay until 5 pm without any meal. Can you please train this staff to work more efficient and fast and replace Sandeep with a friendly and professional employee. I do not want to see her any more and people in line told me she is always like that with customers no-one wants to see her there any more. This restaurant doe into seem like a business one sloppy and slow staff rude with customers dirty and not friendly.

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8:47 pm EST
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Tim Hortons their door is not disability friendly.

Having gone through surgery a couple of weeks ago at Royal Jubilee Hospital I had to use a wheelchair upon my hospital stay. I have proof of stay with my medical records.
All I wanted was a Tim Hortons Coffee. Much to my dismay I went with my wheelchair to Tims and could not access the door.
There was no Wheelchair Accessible button to press which would open the door. I struggled and then had to wait out in the cold until someone came along to open it for me. The same happened when I got my coffee and tried to open the door to leave...no wheelchair accessibility button to press. Totally frustrating and feeling humiliated that I had to wait for someone to open it and ask someone to do so. This just added to my general level of stress and anxiety.
I asked myself why would a Tims at the Hospital not have a wheelchair accessibility button to press? Other Tims have this.
I am dumbfounded and very upset.
Catherine Davey

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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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