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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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10:11 pm EDT
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Tim Hortons discrimination against not being white

I went into the Tim's to get coffee as I am a trucker so I needed it and there were approximately 5 people behind the counter working and none of them were on the till. When I went there the servers saw me and ignored me from any type of service I asked them twice that if anyone would take order but none of them even replied and that happened at nearly 6.50-7.00 pm bc time and that is a very bad thing as I really love Tim Hortons. It was a very bad experience.

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10:54 am EDT

Tim Hortons 7:45 am store tim horton store closed

Went In the store to get a gifts card and look at the gifts (mugs) for a retirment present and lastley also to make an order. When I went to pull the door open it was locked. There were 2 employees that we laughing at me on the other side of the glass, acknowledging I was there but would not unlock the door. When I finally got thr managers attention she was standing on the other side of the store and would not walk over to the door. She just kept pointing to the drive thru and telling me to go there. The time on the door clearly states open at 6am and we are almost 2 hours past that and the doors are still locked. Feel free to review the video footage of this unprofessional mess in the event you atr questioning your sales. As I was walking to my car another guest pulled up and I told then not to bother to go the door because it was closed and they mentioned this location does it all the time. They did not bother to get in line and just decided to leave as did I. On my way home I was thinking about what had just happened and realised that location did not have their front display ready to go and one employee was dipping doughnuts where I would normally place an order. Someone need to check this place out and out thr hammer down to the rude employees and manager. Unbelievably the worst service I have had in a while. Location is 4035 telegraph road dearborn mi. I did not have my phone and was not able to film it or take pictures when I initially went there but went home to take a short video. My question is if the lobby is closed then why are they stocking up lobby displays then? Still floored absolutely no reason for this I guess I'll take my business down the road to dunkin doughnuts

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8:13 pm EDT

Tim Hortons customer service

July 22, 2019

Visited this Tim Hortons location in Creston, BC. Service was extremely slow. Five workers all standing by the drive-through window but no one in the drive through line at that time. Waited for service for approx 6 minutes. There was no one ahead of me and 4 behind me. This is not the first time I have waited that long. This was in the middle of the afternoon, not a full house but no donut selection. Most of the trays were empty. Very poor service and enough to make me go elsewhere and advise any acquaintances to do the same.

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10:57 pm EDT
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Tim Hortons sarah best from tim hortons,775 exmouth st. sarnia, ontario, n7t5p7

I am retared and disabled 80 years old person Ex Criminal Police Investigator and B.Sc in Biology & Chemistry, citizen of Canada and Slovakia, of United Europe.Et present time I disabled because of osteoarthritis of my knees, which dosn't alow me to walk only short distances with support of chair on a whills .My only enjoiment is to spend 4 to 5 times per week in local Tim Hortons store/above/because I know lots of peaple there and I fell very good in that only place I spend lots of my time an sped cc.$40-50 every week .
Last time I was there with my friend CindY Murton and her mather/her phone number is:[protected]/ on 19 day of July.2019 from cc.10:30 AM till cc.2:ooPM including shoping in nearest shop.I was drinking large icy cold caffe and sadenly I had vey urgent need to use washroom.So I was in a hary runing to mans WC bet when I entred WC it was just cleaned by one big man.As soon as I entered WC this cleaning man started to yell at me saing:[censored] sick you donot let me ven to clean washrom, get out right away!I have told thi man.I am sory but I have to [censored] right away withou delays becase I can not hold [censored].If you do let me [censored] that i will have no choice but to [censored] on the flore.But man did not let me to use in emergensy mans WC so I had no choice in order not to [censored] to my pents and on thr flore I had to enter empty woomens WC nex doore, because nobody was in that wc ans I was clening mysef it that wshrom.Than, when I was living ladys WC one lady personel of Tim Hortons was standing at the door close to WC and told me;You can not do that, it is not permited.I reply; soerry but I had no choice an sit down do my seat cose to window.For short time came to me one lady Tim Hortos personel and wa caling me to go autside the store.I said I wil stay for a while in store.Tan one man came to me, that man who eas cliving washrom and told me I have to go out . So I went outside and he gave me a paper notice stating that I am not aloud any more to enter Tim Hortons store because I will be charged by Trespassing to Property Act, R.S.O.1990, c.T.21which will result in criminal and/or civil prceedings against me.
I am fialig complain agaist man who was cleaning washroom that day because instead of prohibiting me to use mans washroom, he should let me to use it and than he could continue to clean it and he should not use offensive language against me/customer/ and he should not say which is not truth, that I was [censored]ting on the flor and he should not ask your personnel Mrs.Sarah Best to give me Notise not to come to Tim Hortons store and property .And casa could be solved properly and just, without problem. I am well educated person with very good behavior who is not [censored]ting on the flor. My phone:[protected]

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7:33 am EDT

Tim Hortons management

My daughter recently got a job with Tim Hortons in Winchester Ontario, this is her first job and she really likes it but one of the
Assistant management member told my daughter at the work establishment when she came into work telling her she was not feeling well if she didn't do her full shift she would be fired I'm not sure how your training your staff members on this but if someone is actually sick they're in their legal rights not to work if they're on probation part-time or full-time. I'm sure you dont need her to contaminate food product
I truly believe management needs to be reassessed. This location is in Winchester at the gas station on Bank Street/hwy31.

Thank you
Cindy Lavery

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9:59 pm EDT

Tim Hortons cold stone

Went to location at 9:40 and was told sorry were closed for the night and wouldn't serve me. Completely unprofessional! Need to have actual adults managing this store because this is the final straw for me and my family. Was our anniversary today and wife wanted ice cream from here. I worked all day and by time I got home it was 30 min to closing... Sorry they wanted to go home early but that's not customers problem!

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5:08 pm EDT

Tim Hortons burnt bagel

I ordered a cheese bagel with butter on July 10 it was not busy even if it was there is no excuse for serving this the way they did and I would have taken in back but was half way home and I live 20 mins away from this tim hortons .I go to Tim's at least twice a day ..I cant believe they served this .I am not one to complain but this is a little much .thanks tammy

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3:43 pm EDT

Tim Hortons travel mugs

I own two travel mugs. They are both the same. I purchased 3 of them years ago. I had a house full of small children at the time one of my new mugs was pushed off the table.
So I put the other 2 in the original boxes. And in the stash cupboard they went. Kids are older. Now so as i was cleaning, i pulled them out. I have been bouncing between the two for about month or less. I like my morning coffee.. I noticed a short while ago there was a funny taste near the end of my morning brew. So i just discarded it down the sink and washed my cup. A few weeks past I noticed a really gross nasty taste next near the end of my coffee. So again I discarded my coffee and put it in the sink to be washed. My mother has recently moved in with me and does the dishes occasionally. She told me something was wrong with my cup. So we inspected it. We noticed a break threw in the bottom inside. the old coffee and dishwater and ewwwwwws were being left in the inside of the cuo. Then as i DRANK my coffee and reached the bottom of the cup. This disgusting mix of Rot was meeting my fresh coffee. I wasn't feeling well and can not prove this was the only factor in my recent illness. But i believe it was. Asi felt better shortly after i stopped using my Tim Hortons cup. I now always second guess my coffee. And it is really hard to except any drink unless it is from a glass that i have inspected. I then felt it necessary to check out my second travel cup. Not only is the paint coming off the two. But It as well was coming apart on the inside. It had developed a hair line fracture like old porcelain would. I feel so silly, and not in a happy silly way. Having this new phobia is quiet embarrassing. I have the cups still . And i need to be herd. It has crossed my mind that mind that im not the only person who thought Tim Hortons was a reputable company with great products. And im not the only person to have purchased these travel cups as the lid is the best design i have seen and easy to clean and store. Im 39 and in alright health, less some bone issues. What if a 80 pound old lady drank this Rot that i had consumed? Or anyone with a low immunity. They would not have dealt with this situation in the manner. I'm taking it upon myself to make this complaint . With the exceptions there will finally be a recall on these cups. And maybe a little apology gift certificate would be appreciated. I don't enjoy take out any more. But i like the k cups. I will send pictures of the cups. And the smell of the rotten one is undescribable.

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2:40 am EDT
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Tim Hortons service of an employee

I visited this tim hortons around 3:20 am on 16 july . me and my sister asked for beyond meat and they said that you have to wait for like 30 minutes and then me and my sister were sitting and doing some important work, then that girl called and asked that come and place your order, then my sister told her to wait because we were doing some calculations and we didnt want to place order at that time.

Then she angrily replied" [censored] OFF"

this is how you guys are suppose to serve your customers

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K
8:44 pm EDT

Tim Hortons coffee

Hello,
I'm a dedicated Timmy's coffee drinker and I have been for years. I have been ordering 5+ coffees per trip for both myself and coworkers on a very regular basis. Anywhere between 10-25$ per day.

Today I ordered my usual 5 coffees..2 large and 3 medium. The 2 large were supposed to be Double double and the medium were ALL with only a 1/2 of a cream and 2 sugar in ALL three. I was the only one in the drive thru at the time and there were two people on drive thru station . Both wearing head sets, one making orders and one taking payment. The workers took their time preparing my coffees and watching through the window I could see the confusion in the workers as they tried to understand what I ordered. The worker making the coffees pressed the buttons a few times at the machines and looked up at the screen, down at the cups, up at the screen, and again at the cups. They then said something to each other and the worker making the coffees looked out at me quickly and began to pour coffees into the 5 cups she had prepared and stir and lid them... She (Sophia) then handed me 4 of the coffees unmarked in a tray and one of the mediums fell out of the tray onto my car floor luckily spilling only a few sips before I was able to unbuckle and reach for it. They waited for me to fix the tumbled coffee and handed me the last Large coffee out on its own.

Once on my way to work the coffees began to shake about and that's when I noticed that 1 of 5 "looked" to be the right colour to my usual order and the other 4 looked all mixed up. Once getting to work I took a better look at the coffees and I was safe to say none of them looked right as none of them were. The 1 of 5 that I thought looked right didn't actually have any sugar in it and it should of had 2.

This is not the first time Tim Hortons staff have made errors in my everyday order, sometimes I make do and sometimes I ask them to fix it if I'm still in the area.

I do my absolute best to speak clearly and slowly so that the staff have time to enter my slightly unusual 1/2 of a cream request as I'm lactose intolerant.

Most of the Tim Hortons establishments in my area have drive thru screens that are busted so even when the employee sounds confident in knowing what you want it doesn't show up on the screens most places so I have to take their word that they will make my coffees correctly if they even heard me correctly. This happens almost 3 times in any given week. I've even had the staff tell me IT IS what I ordered when clearly I wouldn't of brought it back untouched moments later if it was. It's always an inconvience when I wait anywhere between 2-20mins in the drive thru and then another 10 mins having the order fixed 2+x a week.

I'd like the staff to check when they aren't sure rather then make what they think is right. Save a lot of hassle and wasted money every week.
[protected]@hotmail.com
Feel free to reach me.
Thanks muchly.

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5:00 pm EDT

Tim Hortons tim card

I had a tim card in 2017. It was used up so I destroyed it. I have a new card. I put money on it and want to order with the Tim's app. It won't let me register my new card
It keeps telling me that I have the wrong password? Can you help? Thank you
Now it says I need a minimum of 350 characters
Ok. I'll just waste my time and yours. I really like the bacon grilled cheese melt.

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3:20 pm EDT
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Tim Hortons timcard/timapp

I opened a case with TimHortons three weeks back and have been chasing them since then, I'm sorry to say how an unprofessional and pathetic response I got so far without any resolution

The case I opened is to report issues related to the last two TimCards I purchased,

The first one purchased on April 24th (TimCard [protected]) and the other TimCard purchased on June 27th (TimCard [protected]), here's what I noticed happened...

I bought a Tim Card on 24th April'2019 and spent $2 at a Tim Hortons store later I moved the $48 balance from my TimCard# [protected] to my TimApp, on the very next day I found that the credit on my Timapp went down to $34 and a few cents. A credit of $14 disappeared without me using it at all!

I bought another TimCard on 27th June'2019 and spent $6 on this card at a Tim Hortons store later I moved the $44 balance from this TimCard# [protected] to my Timapp, on the very next day I found that the credit on my Timapp went down to $34 and a few cents. A credit of $10 disappeared again for no reason! I have since then stopped using TimApp and have retained the remaining balance as it is until today as a proof to help Tim Hortons investigate the issue further...

I spent hours making multiple calls to explain what's going on to Tim Hortons agents who kept pushing back asking me to contact the other support number as they can't help me out, agents on 1-888-601-1616 pushed me to contact 1-866-846-2273 and vice versa

I hope posting my complaint here will help find out what the root cause is? And compensate me for the lost amount as well as the time I spent making several calls and exchanging emails describing my situation to several agents...my case ID# is PXWN6

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2:56 pm EDT

Tim Hortons manger

Went to Tim Hortons drive though for my wrap I get everyday was made wrong first time and second time so I went I. The manger was rude yelled at me and told me to leave cause I intimidate her workers but everyday my food is wrong or made like crap so I complain she was rude and told me to leave cause I want my food done right the first time her name was tey then tey comes outside and ask me to leave to parking lot but there is other store then them and I can park we're I want I told her she started to yell at me and called me a [censored] so a Timmy's I go to everyday I get them same service [censored] not fair I pay for my stuff just like everyone else and if I paying for it it should be made the first time right just cause u take the egg off they take cheese or something

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1:54 pm EDT

Tim Hortons take out counter service

My co worker and I just returned from Tims. it seems the back end counter service has declined in this location. We ordered our items, at separate cashiers. both ordered for take out. when we stood to the side where we always have stood for the last 15 years, a cashier, and I think she is a supervisor, told us that we had to pick up over at the far side under the pick up sign, that sign is new as far as we can tell. we've never seen it there, but her tone when she spoke to us was a condescending tone, like we were idiots for not going to the side to wait/pick up our food. when my co worker received hers, it was semi tossed on the counter, no bag, no napkins. nothing, just a person with a scowl on her face. I can't even tell you her name, because I couldn't see a name tag. Then my order was up mine was more of a forced toss on the counter, again no bag, no napkins, no eye contact. same girl no name tag. I get the rush of lunch hour but there was no rush, as there was hardly anyone in the restaurant, and no line up. regardless, there is no excuse for no bag, napkins and for sure No Smile or eye contact.
Both my coworker and I we were very disappointed with the back end service today.
Kathy White
Jeanette O'Brien

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11:04 am EDT

Tim Hortons tims rewards card

Tim's Rewards Card:
I don't know why Tim Hortons has created a reward system if you don't train your employees to ask the customer for it before the payment is completed. Asking the customer for their rewards card should be part of the payment transaction when the employee asks for the money. All the businesses that have a rewards system ask the customer for their card as part of the payment transaction. Why is Tim Hortons different?
I have been to many different branches. Some told me that I accumulate points only when I buy donuts and coffee and no other food ( that's not what the advertisement says). Many are so fast at completing the transaction that when I hand them my reward card they tell me that it's too late and that I had to give it before the completion of the transaction. Others have told me that they cannot go back on the completed transaction so I lost points on my purchase. Not one has asked me for the rewards card before completing my transaction!
What is the point of this card?
This becomes false advertising!
I would go as far as saying that it's cheating (to not use stronger word and say it's stealing) the customer!
I am very disappointed with Tim Hortons for their lack of integrity in regards with this Customer Reward System they instilled to show their appreciation for our loyalty as customers.
Please train your employees to ask the customer for their reward card as part of their payment transaction routine. Or else remove this « fake » reward card which is soiling your reputation.
Expecting to hear from you.
Thank you for your prompt attention regarding this matter.

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4:52 pm EDT

Tim Hortons condition of the store

I entered the store this morning only to be overcoming with the intense heat inside the store. I was informed by another customer the AC had been broken for 3 days. The unbearable conditions made it impossible to stay and eat inside the store. I can't even image what it is like to work there. I know a large corporation has a contract with an HVAC company, it is unclear why it would take 3 days to have it repaired. If a part was on back order then the owner should have made more of an effort then supplying one small portable AC unit and one fan in the store. Before I left I used the woman's washroom.Once I went in I had second thoughts, it was dirty( floor, toilets and sink) needed to be scrubbed.The soap dispenser was broken and the overall state of the room needed to be cleaned.If this is was the condition of the washroom, I don't even want to know that the kitchen and prep areas are like. Since the new owner had taken over this store it has declined dramatically.

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3:55 am EDT

Tim Hortons cleanliness of the restaurant.

The team was unclean the shirts they had on looks like they had it on for years . They also smelled very difficult . The restaurants was extremely dirty garbage was everywhere. be hide the counter you could see the coffee cups on the floor, and the milk spilled on floor. You also couldn't see outside from the dirty windows, The tables looked like they were never cleaned. Overall it was really disgusting sight and smell.
We couldn't stay for a minute then we left with upset stomach. Will contact the Health department will the pictures that I took. Hope to hear from you soon to address this issue. Mervat at [protected] thank you.

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1:42 pm EDT

Tim Hortons how the service/ standards changed for the worse

I have grown up with quality coffee my whole life. Either at home or from Timmy''s.
Now I have noticed that Tim Hortons franchise have gone down hill since the past 15yrs...
Saying this, I understand quality vs quantity. Understand that times change sof on and so forth. But as a devoted customers... I admit I have been searching for a coffee shop worth my money and time.

Stores quality of service have dramatically dropped. Seems TDL is more concerned with making profits. Taking our money. Leaving us with less and less QUALITY and seems as though they are concerned about rushing as well.
Product of food, cups and lids. Attitude from employees. Lack of personalities.
All I feel due to the STINGEY GREEDY head offices tell each store how things need to be ran in every store.

I feel the TIM HORTONS WORKERS are the back bones of each dollar entering the pockets of corporate office.

Tim Hortons USED TO BE GREAT and thanks to the USA and Canada changing something that is NOT BROKEN QUALITY has gone down hill.
No one said that they we're smart... look where greedy minds get's the business... CRAPPY EVERYTHING.

The employees need your ACKNOWLEDGEMENT

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1:20 am EDT

Tim Hortons complaining about an employee hina

I was at a steeles and mclaughlin location present at college plaza Brampton an employee named hina literally slammed the door after she couldn't hear the order and therefore was very rude we tried talking to her and told her to be respectful and accepted an apology but there seemed to be no response from her the other staff seemed helpful but the incident was quite disrespectful to us. The incident took place at 1:06 am 12 July, 2019. Hoping some action to be taken against the disrespectful way we have been treated.

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4:15 pm EDT

Tim Hortons service

Seemed like the staff really didn't care about dealing with customers. Store wasn't busy and still waited 20 minutes to be served and then another 10 minutes for my order of chilli.

When it finally showed up there was no butter no salt or pepper on the plate. I asked for some butter and and the server looked at me like she was put out by my request. Like it was a big deal. I demanded my money back and told the ‘supervisor' at the TIL I'll go somewhere where they care about customer service instead.

Really, during a slow period like it was when I was there, and a bunch of people behind the counter doing nothing, you would think the service would be better!

Not impressed

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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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