Tim Hortons
reviews and complaints

It appears you changed your lids for the iced coffee. The old one wasn't great (leaked all over the place) but this one is worse. It smashes the straw to the point you can't enjoy your drink. I tried pushing the flaps down to make room for my straw and I thought for sure I was going to have cuts all over my finger (oooouch-it hurt). While doing this pieces of the plastic broke off into my drink (which of course wasn't prepared properly to begin with)! It's difficult to stir the drink when there is no free movement of the straw. Swirling the cup does very little and only splashes out through the edges and straw hole. May I suggest a domed lid with an open hole for the straw? This might be what you use for your frozen drinks. Thank you.

Hello I am a little annoyed with the rewards card. I have collected the 7 items and didnt get any rewards. I am back at needing 6 AGAIN. I dont know what the deal is but why have a card if you dont actually get any rewards? Weather or not the Tim's i went to scanned it properly or watever but still. I guess I may be more mad then should but I spend the money to get a reward like everyone else who has one.

This is something that happens to me in any Tim Horton's I visit in the Rochester, NY area.

I enter.

There are multiple employees. They buzz around behind the counter in head sets, taking care of drivethrough customers while looking right through me like I don't exist.

It's customer service 101 - you enter a place, and you expect to be greeted promptly and have your order taken when you reach the counter.

It's a slap in the face to enter and be ignored. Not once, but multiple times. Not by one person, but by several. Every time I enter a Tim Hortons.

There are plenty of online articles and rants by others about this.

Is it formal company policy that in-store customers are to be treated as second-rate behind drive-thru customers? Because that's the impression I get, every time.

As an added bonus, I tried submitting the above via their web site, and it wouldn't go through, and no feedback was offered as to why it wouldn't submit!

I live in hope BC. Used the drive through. 3 or 4 minutes to start order. Young lady I've never seen before was not listening for complete sentence/order and interrupted me a few times, displayed some negative attitude. She made me feel uncomfortable by that and tone of voice said to me that I wasn't welcome. I am a regular as I live in the community. At the window while waiting for the interact machine my card was snatched for my hand rather than the usual pass of the card reader. Large coffee and a bran muffin was the order. I parked in the lot to wait for meeting and my muffin was hard and dried. Threw it in the trash and went in to inform. The young man was very pleasant and accommodating to the issue and retrieved a fresh muffin and apologized for the hard muffin given me.
I am considering not using Tim Horton's in Hope, BC and using McDonald's as their service is much quicker than Tim's has been for the last few months. Sorry for the negative feedback. It's the only way to fix the issues that need attention. I owned a food establishment in this community, and never sold inferior products as customers expect quality when paying hard earned money for it.

spoke to cibc visa regarding the free weekend coupon and they stated that it was tim hortons resposibility. called tim horton and they gave me a phone number which turned out to be cibc visa again. was on this phone for 45 minutes as they had no idea what a free weekend coupon looks like and they finally referred me back to tim hortons. first thing they said to go to the bank, then it was not their department even though the monthly emails come from timhorton.com. asked for a supervisor, waited 10 min, came back supervisor was busy, said ok will hold on as i have been waiting nearly an hour now, this went on 3 times with the last time staing the supervisor was in a meeting. respectfully told her she was lying to me and hung up. no results, just pass the buck. went through this several years ago with the same results but finally got someone to help me and got it solved. if somebody has a link or phone number for somebody that is in charge, it would be appreciated

I went into the Forest location yesterday July 7/19 to get snacks for my husband and grandchildren who remained in the vehicle. I bought Timbits, 2 coffee, 4 donuts. My order came to 12.and change. I scanned my rewards card. I got back to the car and realized that I had forgotten to get the chocolate milk for my grandchildren. I returned to the store and asked for chocolate milk. The girl just rang in large, and it came to 5. and some cents. I scanned my rewards card again and the girl said "oh you already scanned your card, you cant use it again for 30 minutes". I said, "Are you kidding, that does not make any sence, they are not much good then if it is not for each purchase" . If my little grandchildren had not been waiting for the chocolate milk, I would have left it there and gone to the grocery store where I could use my air miles card and collect points for everything I buy. Your card should give reward for money spent at your store, each time, not just whenever. If I ever forget something again I will go elsewhere to get it.

Filed a complaint about your rewards department and did not hear back until I contacted the Ads Standards Council. Maybe posting a few hundred of these on your store windows will catch somebodies attention enough to get you people to do your jobs and respond to the people that complain. When I finally did hear from the owner of the store that did not honor the rewards program at the time it was rolled out his attitude was such that he had a similar situation once and just stopped going to that outlet. It must be nice to be able to tell your customers that you do not really need or want their business unless they are completely satisfied. My friends and colleagues will happily post as many of these on as many of your windows as we can and let the people know that your are now serving a very expensive form8 of dog food. The truth always prevails and the truth is that many of your franchises have turned into havens for drugs and the bathrooms have become Canada's newest free injection site.

You finally come out with a fantastic menu item with your French toast sandwich, and you take it away! Same with the Oreo doughnut - you give us something WONDERFUL only to rip it out from under us again and in a very short time! Please reconsider putting those items on the menu permanently, I am not the only person that feels this way.
Thank you for your time.

Hello Tims

The news lids are not acceptable.

I drink my coffee black, the new lid allows too much coffee per "sip" and are too thick to stop the flow properly.
I have burned myself twice already.

I asked for the old lid lid the last time and was told "sorry" that's our new lid.

I'll try one more time to order with a tea lid and if they say no I'm not going back to Tim's!

This tims at 376 Boul Arthur-Sauvé st eustache is disgusting it's filthy the toilets are extremely dirty and the men's urinal has been blocked for over a month I refuse to go in to pee or buy coffee if a inspector was to go in and inspect I'm sure it would be closed down it's making a bad name for tims this has been extremely dirty a year ago when I brought my son to the driving school and now my daughter goes and this tims has gotten wort

July 4th, 2019: I purchased a breakfast order at you Tim Hortons in Penetanguishene, Ontario this morning between 8:30 - 9:00 Am. I ordered the Bacon and Eggs Omelette Bites. Two per order. I paid for them but got them to go. When I opened the box There were two omelettes in there, however one was a Bacon and Eggs little Omelette Bites but the other had no bacon in it and the top was burnt. When I see one of your products on your menu board I expect to get what see not some screw up. The staff who grabbed those two omelettes should never have put that non bacon burnt one in the box That just a total lack of sound training. For the millions of dollars your company makes every year you need to start pulling up your socks. I received no receipt at all from the cashier. My advice to you is "DON'T PUT BURNT AND WRONGLY MAKE PRODUCT IN YOUR ORDERS" Remember this, as a customer I am profit, and you are overhead. Don't ever forget that.

On july 3, 2019, at approximately 10:30 am, I went inside the5 225 sheridan dr, williamsville, ny, tim hortons to order coffee for my staff. There were two tellers, unbeknownst to me, one was in training and did not know how to key in a coffee. Not even sure why she was there or standing at the counter. After waiting for 5 -10 min, the trainee asked if she could help me. As I am ordering my coffee, the other more experienced teller, blurted out in a loud voice, about her previous customer "what a [censored]ing [censored]" repeatedly. I am certain the entire store heard. She told her customer that she need to a break and left him standing at the counter. My teller, who could not key in a coffee left too. The more experience teller returned with a few minutes, my teller never did. I left without ordering, as the previous customer who went to the experienced teller did too. This location is the only location that I repeatedly have extremely poor customer service. This location's ownership should be reevaluated and perhaps retrained in customer service, if not cancelled. I will never return to this location and will think twice before frequenting another tim hortons. Something must be done about that employee and this location.

Went to the Tim Hortons in Penhold, Alberta tonight. My son ordered a 3 piece strip meal. My mom and myself each ordered a donut and coffee. We sat down with our coffees and donuts and waited...and waited...and waited. Finally I went to the counter and asked about his strip meal. She forgot. There was no other customers, so it is not like they were busy. The wedges were not in there, so I asked about them. She rang one of our donuts in as his side, not bothering to ask us what he wanted. Oh, and I also wasn't asked about my rewards card. First time and last time in here.

We went to Tim Hortons in our town here in Bracebridge to get a drink and get a donut for my pup. Got there and there it was 5 minutes to 11. We got to the doors and they were closed! They aren't suppose to close until 11, not five minutes to 11! Something needs to be done about this ASAP. This has happened four times in the last week and it's always one employee who locks the doors 5 minutes to the time. The stores should always b open 24/7 like they advertise but nope none of our stores are open past 11 pm! Like what the heck are we supposed to do about it?

Hello I purchased a bunch of drinks and food but then I realized when I got home that my bagle was not made correctly. I ordered an everything bagle and bacon as a topping along with herb and garlic cream cheese, the bacon was not included in my bagle but I paid for it and asked for it. I didn't realize that my order was incorrect until I started eating it when I got home.

Visited different Tim Horton establishments and observed this: people from others countries sleeping with their heads down with luggage beside them, one person sitting at a table for four and no where to sit, trash on window sills, patrons having loud phone conversations for over an hour (complained to a manager at Don Mills and Lawrence on June 30th 2019 and she said nothing we can do) I can go anywhere and spend my money so wont be going back to Tims anytime soon. Going downhill - felt like a bus station. See ya!