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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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2:21 pm EST

Tim Hortons Unethical behaviour and no customer service at all rude customer services

First of all I'm not one to complain about anything go with the "flow" 99.9 percent of the time. This time I have to say something because it reflexes your company's image.

I ordered 2 large teas one steep for my wife, she likes her tea with 2 milk no sugar and I ordered a large chai tea black.

The person taking my ordered said that there was no steep tea ready they said it would take 12 minutes for it to brew, so I replied we will wait for the steep tea to be ready...

So I drove up to the window to pay for my order, the person was very rude towards me because I said we would wait for the tea... I'm thinking they didn't want to make the tea in the first place, hope fulling that we would just go away, a forged about the steep tea.

The person was yelling at me to go and park away from the "my drive thru"... I went inside so none of the workers had to come outside a give us our order...

While I was waiting I requested if I could get my large chai tea "black chai" which means in the coffee business no milk or cream, no sugar. So I received my tea and I noticed it was a medium coffee cup not a large cup that I ordered... This seems to pissed off the server even more. So they made me my large tea I ordered. Which meant a black chai tea to me.

I noticed when I walked in that just turned the tea pot on... Already about 5 minutes has passed since I made our order... Once the tea was done... They told to keep the medium tea... Asked for a tray to carry the 3 cups of tea, I couldn't carry 3 tea because I was born with only 2 hands, this Timmy didn't understand that.

Finally got all our order and I walked out of the store got into my vehicle, drove away. My wife could a sip of her tea and she said they added sugar which was wrong also I took a sip of my tea and I tasted sugar and cream in my "black chai tea" how hard is it to phuck up an order with 2 milk... and 1 black tea...come on people get with it.

The person who served me through this whole ordeal needs to take the time to learn how to treat the customer, it's called customer service. I hope nobody has to go through this [censored] that I had to go through today 1, 17 2022... Just because somebody didn't want to make a pot of tea... which is part of their job duties which they signed for when they could on this job as coffee and tea servers. Thanks for your time.

Desired outcome: none so far

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4:19 pm EST

Tim Hortons Debit card rarely works at drive through

This complaint has to do with the Tim's location at 510 Admiral Dr. London, Ont. N5V 5H2 519-455-4201. 1/13/22 App. 3:30 pm. I placed my order and when I went to pay the bill with my debit card, a message came up that said invalid pin. I tried my card a second time and it went through. This is the FOURTH time that this has happened at this location, and the only time that I have attempted the card a second time. It has not happened at any other Timmy's locations that I have used my debit card at. I mentioned to the person at the window that I had called the store manager about this problem recently. A woman standing beside the employee piped up that she was the manager and there was nothing wrong with their machine. And then she blurted out, it's not us, it's you, go to your bank and get it fixed. Number one. I had used my debit card four times the same day previous to this debacle with no problem. Number two. I will not be talked to this way by anyone. As a customer, this person has a very [censored]ty attitude. I also phoned my online bank to see if there was potentially a problem with my debit card and they told me that they have had a number of complaint's about debit cards being refused at Tim's locations and that there was nothing wrong with my card as far as they could tell. As for me, even though this location is closest to me, I will never go there again because I'm not going to put up this the crappy non working debit machine or deal with an individual like this person. My debit card in over twenty years has only not worked four times, and they were all at this location, all in the last month or so. Thanking you in advance for dealing with this woman who seemingly sadly lacks in the social skill department.

Desired outcome: I don't want a personal apology from her because I have absolutely no interest in dealing with this person again. If someone would have a talk with her about this incident and call or email me with the outcome I would be appreciative.

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6:34 pm EST

Tim Hortons Rewards program

Went to find store on pinewood in Riverview had enough points for a free tea when we got to window worker scanned my rewards card and said I owed him 2.30 cents I said was that not free, he looked at the cash register and said oh yea it was free. What I am saying is if I did not know I had enough points then I would have paid and not got one free and my points would start all over. And buddy could have put the money in his pocket. This happened January 12, at 430.

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4:59 pm EST

Tim Hortons Rewards app

I go to Timmy's drive through sometimes 2 to 3 times a day. I never had a problem with using the reward's card but they wanted me to get the ap on my phone so I did. I have had nothing but problems trying to pull up the ap on my phone. At first it seemed to work just fine then a few weeks after it wouldn't load so they could scan it. It's been months now... I've been waiting patiently for you to fix it. Today was just another time it wouldn't load and the girl at the window said they have been hearing this quite a bit. Do you have any idea how many coffee's I've missed out on guys?

Desired outcome: Fix the ap and give me some free coffees... this hasn't been fair to keep going through this.

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6:53 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Tim Hortons Hockey cards

I went through drive thru to order food and hockey cards for my son, today is the day he has been waiting for, lady at drive thru at 615 am said sorry but we have not got around to opening packages yet... today was the start, this is not a good answer that they didn't have time to get it ready to sell. It is all over the website and screens in drive thru that today Jan 5th is the day hockey cards come out. If you are doing a promo and a certain start date, I think it should be ready.

Desired outcome: Get this fixed.

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1:17 am EST

Tim Hortons Service

Went through the drive through at the tim hortons in Vermilion Alberta. Ordered coffee and a dozen doughnuts. Ask If I could get the doughnuts with my points card was told yes. Got to the window and was told I had to activate it on my app. My phone was doing an update. My son was driving and the guy at the window was very rude to my son. Proceeded to tell him rudely he had to lay for the doughnuts and my son said please void the doughnuts we do not want them the guy rudely said we had to pay for them he could not void the doughnuts and my son said well we cannot afford them that is why we asked to use our points card at the drive through speaker. He slammed his points scanner down on the counter and voided the doughnuts and practically through the coffee at us. This was the most unprofessional experience I have ever had. My son was very upset and this is unacceptable service. I am really thinking about boycotting tim hortons and taking my friends and family with me and I have a lot friends and a big family

Desired outcome: The guy fired and a free tim card of significant value this is not the first time they have been rude but this is the worst I have ever seen.

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8:49 pm EST

Tim Hortons Service in the drive through

I have been going to Tim's for over 15 years or maybe longer. I was one of your 1st customers in Pickerington, Oh and then Pataskala, OH 43062. The 3 months or so the service is absolutely unacceptable starting at 5:30 and after. I understand work force is an issue, however it seems nice people come but don't stay a week or even maybe days. There has to be something wrong with local management.

Desired outcome: I don't want to tell you how to fix your issue, I am just making you aware alot of cars pull out of line and go somewhere else it is that slow moving through the drive through.

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5:07 pm EST

Tim Hortons Complete misbehaviour of Tim Hortons Staff

Date of incidence: 23rd December 2021
Time of incidence: around 2:40pm
Location: 1445 Wilton Grove Rd, London, ON N6N 1M3

To briefly state, there was a Tim Hortons staff who badly misbehaved with me and my family members. She was a slim white female with a light blue coloured face mask (she was not the one who took our order) who randomly started showing us attitude by passing inappropriate comments and then eventually started yelling at us to "get out" multiple times and claimed to be the manager which she wasn't. I would like a strict action to be taken against her and any such workers who cross the limits of misbehaviour and attack customers personally by judging them, passing inappropriate comments to them and act very rude to them just like this worker did with us.

With all the details, following is what happened. We were a group of 7 family member who arrived at this Tim Hortons location in 2 separate cars at around 2:35pm. Out of all of us, my husband and I were the first to place our order. When my husband and I placed our order, my mother in law went to use the washroom. When my order was ready, after collecting our order, my husband and I came to the dining side just so that we do not block the way for other customers while we waited for my mother in law to come out of the washroom. Meanwhile our other family members from the other car also placed their order. Once they as well collected their order, they were about to leave but then on seeing us standing in the dining area they stopped to ask us if we were planning to dine in before we leave for our remaining drive, upon which we said that no we are just waiting for mother in law to come out of the washroom (since she was with me and my husband in our car). While we were having this short discussion, one of the the staff members from behind the counter asked us if we were dining in or leaving because if we dined in we would have to show them our vaccine passports. Upon that we told her that we are not dining in, and that we are just waiting for my mother in law. The other family members from the other car then began to leave but right then one female staff member loudly passed a comment with attitude. She yelled out "We are in the middle of a pandemic and these people don't care!". We asked her "What are we doing? We are just standing and talking with our masks on". She still didn't stop there, she yelled that If you guys want to talk go talk in your car! We kept telling her that we are not dining in but she did not stop misbehaving with us. We kept telling her that we are waiting for my mother in law and she acted as if she couldn't hear us and kept going on with her misbehaviour especially with my sister in law. Then she also yelled that you have to be to be fully vaccinated to dine in (acting as if we were dining in which we told her countless number of times that we are going). Despite the fact that we were leaving anyways and had no plans to dine in, we still told her that we are fully vaccinated even though we knew it has nothing to do with us waiting on the side for one of our family members. She still didn't stop there and asked if we could prove our claims of being fully vaccinated. Once again, despite knowing that this was completely unrelated, my sister in law, just in order to satisfy her, showed that staff her vaccine passport on her phone right there are the counter. Still that female staff didn't give up her misbehaviour and answered back that I can't even scan it, without even trying to scan it (as if our vaccine passport was needed to wait on the side and that we were lying about it). She was literally acting as if she could not hear any of us and didn't stop misbehaving. Since this Tim Hortons worker didn't stop misbehaving, rather her behaviour got worse with time, we asked her and her coworkers to call the manager for us. She ignored for a while and then all of a sudden she randomly came up and claimed that she was the manager. As her behaviour kept getting worse, we told her that she had no right to misbehave with us, upon which she repetitively pointed her hand towards the door and yelled us to get out numerous times. After all this, 2 female coworkers came up to us at the counter (one of them was wearing a Christmas festive hat) and tried to resolve the situation by telling us that she is saying that because there is a wait time of 15 minutes. We told her that it has not even been 5 minutes after we collected our order so even if there was a maximum limit of a 15 minute wait time, she should have waited 15 minutes before she asked us to leave. The coworkers agreed to us acknowledging that this shouldn't have happened and she shouldn't have said so. After the apologies of the coworkers we left the store at around 2:45pm even though the staff member who misbehaved should have apologized.

If there is any cctv in this location of Tim Hortons, this event can be clearly witnessed in its footage too. Not only that, there were more than 4 to 5 Tim Hortons coworkers at that time and they too witnessed this event.

If Tim Hortons cares about its reputation, such workers must be strictly taken to task as just because of a few ill mannered members like her, customers like us wouldn't want to ruin our peace of mind by visiting this place again despite being a regular Tim Hortons Customer. Visiting this Tim Hortons was sure the worst experience of our family.

Desired outcome: Strict action should be taken against the worker who judged us, passed inappropriate comments on us based on her judgement and misbehaved with us without apologizing

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4:33 am EST

Tim Hortons Staff

With the display case full of the freshly made timbits and donuts, the woman behind the till gives me coffee that was cold, and my timbits were the day old ones from the rack they were taking out. The fresh ones were too fresh maybe, they needed time to set...? I was polite, cleanly dressed, and I paid cash, I didn't bother with a receipt, I didn't expect to need it.
Friday, December 24th, approx. 00:45-1:00h
Total order was under $10.00 (xl coffee + 20 timbits)

Desired outcome: Some "public relations for service-industry staff" maybe?

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11:37 am EST

Tim Hortons numerous items served in chester store

On the 4th December 2021 Myself, my wife my daughter and two grandchildren went into your Chester Retail park store on Seals Road .
We ordered meals and drinks for the whole family. We all specified how we would like the food, ie my meal without any relish or pickle as one example.
When the food arrived most of the meals were prepared incorrectly so I returned to the service area with two of the meals and tried to explain to the assistant the problem. I informed her I would like the fries replacing on the order also because when the meals were prepared again the rest off the order would be cold. This I tried twice to explain and in the end another assistant came over and said she would replace the whole order. This was done however when it was served again it was more incorrect than the first time .
My wife and daughter were prepared to give up and go and the grandkids ate what they could. I however wanted the food I had ordered replacing correctly so I returned to the counter again with my bacon double cheese burger which for a second time had relish and pickle on . This time a young guy said he would replace the item and to my amazement he brought a classic burger to our table. I now gave up and we left your restaurant having spent nearly an hour there and not eaten.Order no 950, TH#808784

Desired outcome: Refund of my payment

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1:32 pm EST

Tim Hortons Food and service

I placed an ordered at the Stenhousemuir branch of Tim Horton's. When the food was delivered it was cold, half of it was missing and the rest of the order had the wrong items.

I have called on a number of occasions to tell them but the mail box is full. I've tried to complete the feedback form but I don't have a number on the bottom of my receipt so it won't let me log the compliant. I tried my order number but it won't accept it either. I've also emailed your office. I want a refund and I won't stop writing reviews until I get my £40 back. Regards Phil Stoker, [protected]@outlok.com

Desired outcome: Refund

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10:04 am EST
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Tim Hortons service at Michigan st Bflo NY store

Between myself and my co-workers we have been to this location 6 to 8 times. They have yet to ever get the order correct. This morning was no different, however because I was made aware of the problems with getting the order correct, I checked the order before leaving. Instead of the tea that was ordered coffee was given. When I brought this to their attention, they argued with me that the product in the cup was tea. It absolutely was not tea with 4 sugar and 2 cream. It was black coffee.

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5:41 pm EST

Tim Hortons Customer service from Tim Hortons

I have not been able to Log in to my account, apparently I don't exist. My previous email was hacked some time ago so I had to change to [protected]@gmail.com. I did update to the new email (with great difficulty). My son sent me a gift card, I registered same and have been using this gift card for some time now, there are points and monies on this account. The other day I went to Log In and your site said I DON'T EXIST although I had been using my corrected email for some time. Trying to resolve this issue with a young lady in the Philippines with limited clarity of the Canadian language was frustrating so I asked to speak to a Canadian representative, she was suppose to transfer me but the phone went dead. So I went on the site again to customer support and they redirected me to a IT company for assistance and wanted a $2 charge to put on my MasterCard! Don't be stupid, you wanted me to give my private information to someone I don't know, how completely stupid is that. If Tim Hortons can't be kind, stop asking for monies to solve your error, and do the right procedure and email me for my phone number to correct this issue, I will request further help from the powers to be. Remember, you owe me monies!
Thank you, Gaye Hunter

Desired outcome: Obviously, better service and fix the issue without me spending a lot of time to fix your error.

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6:57 pm EST

Tim Hortons Coffee and service

Hi, my name is Andre Vezina and I work at Novozymes Canada located at 300 Hunt-Club Road east in Ottawa Ontario, I frequently go to the Tim Horton next door for either lunch or just a coffee on the way home, I've been hearing from some of the staff at the plant that the service was not so good in ways that orders were always being messed up or missing items, I did not think too much of it until my experience today and decided to file a complaint. The past month coming thru the drive thru I've requested a medium dark roast and was given original blend, I know this is a small mistake which I assumed and made nothing of it. Today I going at the drive thru I asked the individual and even said Please to make it a dark roast explaining quickly the last few time I was given original blend, the employee di not even say Yes or sorry ( not that I was looking for an apology)but maybe just acknowledgement that he understood, all he replied with was" Is there anything else?" I replied no thank you in cases he took me has a complaint, anyhow I asked at the widow if it was dark roast and he replied yes with a nod, I paid for my coffee and always leave a $1.30 tip and drove away. I was a mile down Hunt-Club and opened my coffee to find I had an Original roast and was disappointed, I turned around and drove back a different young lad gave me a other coffee and I tried it in case my taste buds were Off which were not because that was a dark roast black. The young lad told me not to get upset when I explained that I wanted a dark roast which was not given to me in the first place. At any time did I raise my voice or swear, I've worked in the retail industry in my younger days and know how some people behave. The individual at the window finaly looked at me when I was about to leave and said "what, it was a dark roast" which I replied it was not. The individual was probably in is early twenties and had a beard, I normally do not speak ill will of anyone but if this individual does not like his employment he should not be there. Well enough venting, I do plan on still getting my coffees and sandwiches from a Timmy's just not that one. Hoping that things get better at this location especially when we work next door.

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11:55 am EST

Tim Hortons espresso latte

Today, December 15th atabout 1135 A.M. Iwent to drive tru Tim Hortons at Leslie and Coldwater in North Yort, Ontario. I have ordered 2 small espresso latte just to be told that do not have that product. I have told them that it has been advertised on TV every day, that it is fairly new product together with rspresso capuccino and espresso americano and that I have been buying it on other locations. They ( 3 of the employees) have told me that they do jot offer such a product).

Desired outcome: I would like to be informed by a return email that I will be able to purchase that product on that particular location.

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1:01 pm EST

Tim Hortons Cup lid

I bought a cofee and went to drink from it lid had defective cut out area got severely burned

Desired outcome: $5000.00

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3:57 pm EST
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Tim Hortons bacon

I ordered a cheese croissant from one of your Tim's here in Fergus and asked for crispy bacon and this is what I opened when I got home. And you wonder why I've complained so much about getting raw bacon so I started to order crispy and this is what I got. I can't believe they served me this. I've shown this to other people and they couldn't believe that Tim's actually expected me to eat this not to mention that once again the croissant was plain not cheese like I always ask for. Never again. I'm done with Tim's for sure now after getting this.

Desired outcome: You want to really know my disired outcome? It's to stop wasting my damn hard earned money and serve food the way it should be cooked. Not like road kill.

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6:43 am EST
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Tim Hortons my Tim app money and point in account went missing?

Today, i went to Tim and find out that my Tim app on my iphone have all information went missing, i lost $28 and probably 140 points. The app still shown my name but nothing left in the app? my last purchased is at Major Mackenzie and Bathurst in Vaughan, ON.

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10:12 am EST

Tim Hortons Refuse to serve

I have a heart condition I offered to show my vaccination pass still refusing to serve because of a mask I can't wear do my medical condition was in acceptable the supervisor SOURV is the worst every other tim Hortons never ask me I continue to ask please serve me I have my vaccine passport they still refuse to serve me ask me if I should go to the drive thru I didn't wanna stay in the drive-through line it was so long. Still refuse to serve me and they insist unless I wear a mask and I have a medical condition I cannot wear a mask do suffocation I feel suffocated that's why I have a medical condition and they still demanded to see my medical condition I told him I can I should I do not have to show my medical condition as as I was told by the doctor and my lawyer. I hope the supervisor and employees get this message through the owner of the Tim Hortons branch so other good citizens don't encountered this terrible service

Desired outcome: To let the employees know ASAP that customer are right specially those with medical condition thank u

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5:08 pm EST

Tim Hortons Ice cap supreme

None of the brockvill locations and a few out of town loctations seems to not know what a ice cap supreme consist of and I was wondering why is that... Lack of training? Or perhaps too much of oh lets say I don't care, they act like it doesn't exsist and I have to explain that not only does it come with whip topping but also a dizzle, they don't even ask what flavor of a drizzle you would like, it's like nope you only get whipped topping suck it up, in fact I was told today there is no such thing as ice cap supreme... Is this true I don't think so cause it's still on the menu. I sure hope this can be resolved, it's frustrating you do pay more for a ice cap supreme that just an ice cap

Desired outcome: Please make sure employee know how to do their job for this isn't a one time incident it's many

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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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