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Tim Hortons
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1.2 3014 Reviews

Tim Hortons Complaints Summary

108 Resolved
2902 Unresolved
Our verdict: If considering services from Tim Hortons with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Tim Hortons reviews & complaints 3014

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Newest Tim Hortons reviews & complaints

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D
1:35 am EDT
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Tim Hortons would not serve us

This location is a 24 hour location. It was 11:50 pm when my partner and I got to the doors. They were locked. I have been inside this location at a later hour previously and was wondering why we couldn't get inside. There was an employee that saw us and completely ignored that we were there. We were going to purchase beverages, baked goods and other products but she did not want to serve us. I am definitely not happy. If this location only wants to serve drive through it should be specified. If these are the standards of the company then I am going to have to patron a different business from now on.

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D
8:11 pm EDT

Tim Hortons wifi

I typically enjoy a cup of coffee at Tim's and enjoy checking out the market on BNNBloomberg.ca. I find I can no longer access the site. Someone says there have been recent changes to the wifi security and relative to the mention of marijuana (e.g. stocks) and you are not allowed access. I am now enjoying my coffee at McDonalds where the coffee is cheaper and I can access my market news.

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K
7:19 pm EDT

Tim Hortons baked goods

09/24/2019 7pm
I ordered threw the app a Cookie and a Medium Iced Coffee, first they tried to say I never ordered threw the app then after showing them I did. They then told me they didn't have the cookie when I asked for a refund at first they refused then after telling them I didn't want anything consistently they only refunded me $1.05 on my calculation Ontario taxes is 13% which is a refund of $1.13 & wouldn't give me my 10 cents .

Warm Regards,
Kate-Lynn Jewett
[protected]
kate-lynn.[protected]@hotmail.com

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A
6:47 pm EDT

Tim Hortons service.

The young lady at the fronts name was Amber. She did a great job and was running around like crazy. There were 4 other people in the store and no one helping the front. It took forever and when we finally got served there were maybe 3 bagels. No bacon. Minimal products ready. This was ridiculous for 630pm. What a waste of time. I will not stop at this location again. It's not worth the time just to be disappointed and still hungry.

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3:43 pm EDT

Tim Hortons service

I get to the drive through waited a few minutes nothing happening 3 cars behind me, I said hello hello no answer, guy behind me tells me to go to the window .i get to the window the employee starts giving me crap and tells me they're only 3 employees i told him all you had to do is say one minute or something .how do I know if it's working or not .I left with nothing after wasting at least 5 to 10 minutes of my time .close the drive through if you can't keep up .in not looking to get anything.

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1:54 pm EDT

Tim Hortons coffee

Hello I would like to make a complaint about the coffee I received today I ordered 4 XL coffee today around 11:20 am paid nine dollars and change for it the lady gave me dark roast coffee I did not want dark roast did not realize this until I was 15 minutes away when I tried it so I'd like to know what can be done about this. I tried calling five times now no answer [protected]@gmail.com

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11:55 am EDT

Tim Hortons rewards program

I acquired a rewards card as soon as they were available to me at my nearest and most frequent Tim Hortons location. I recently moved away from that location and changed phone as well. As a frequent Tim Hortons customer, I accumulate my points faster than I am able to use them and at the location I visited most recently, they alerted me that my points do not in fact accumulate, and that if I don't use the points by the time I've reached 7/7, they will simply all delete and I will have lost that reward. I am also unable to reconnect my original card with the Tim Hortons app on my new phone because of an 'error' that tells me to 'try again later' to retrieve proof of my previous accumulated rewards. In the emerging world of technology, I would have hoped, a brand as global and established as Tim Hortons would have maintained it's relevance, but this total lack of technological efficiency is ill telling.

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8:41 am EDT

Tim Hortons insulted at window

After ordering my steeped tea several times at this location, I ordered it again today. When I got to the window after ordering I asked the lady to double check it was tea and not coffee and it in fact was coffee. I asked her to please make me the steeped tea I ordered and she did but then went to hand me two cups. I told her I only ordered one so she rolled her eyes and looked at the employee next to her and said "this girl is so stupid". How absolutely insulted I feel after not being rude when my order wad screwed up twice but then to be called STUPID! I'm so upset and disappointed. This happened at 8:35am. This woman should not deal with people if she can't understand the order and then name calls to customers. I'm an intelligent perfect English speaking woman who goes to
Tim's Every day and spends a ton of money there only to be verbally abused by this incompetent associate. I'm so angry.

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8:28 am EDT
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Tim Hortons tea machine always broke

We have an express tims at a near by canex. They always say the tea machine is broke and it's been broken for months. Dont know why they won't fix the issue it's like they would rather keep it broke so they don't have to put on a pot of tea for you. I feel they are neglecting the issue for it to be broken so long. It's an express Tims so it's very convenient. It's not like they have to mix your tea for you. Would be great to check into it

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L
6:57 pm EDT

Tim Hortons donut

so my dad brought me home a vanilla dip donut and when i bit into it i noticed it tasted very different. i inspected it and saw that it was a maple dip donut w the vanilla dip sprinkles on top. i'm very sensitive to maple so now i feel sick to my stomach and i don't understand how that can get messed up and i am very angry and upset about it. it's unacceptable

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5:17 pm EDT
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Tim Hortons iced capp/iced coffee machine

To whom it may concern:

I'm just writing to let you know that I go to this Tim Hortons @ least 5 times a week between Monday to Friday. When coming to this location it could be very early in the morning before work or after I pick up my daughter from school. And it seems to me that every time that I go through the drive thru in the afternoon the ice machine is not working so they can't do ice capps or ice coffee. So today I finally asked how come the ice capp machine seems to never been working. Her response was "it's a high demand product" I didn't respond to her but was definitely thinking, how come the other Tim Horton's that I go to never have an issue. Not one time. So it makes me wonder are these staff just saying "that there ice Capp machines aren't working right now so they don't have to do it" (which I would hate to think that there saying if this isn't true)or if it is the machine they need to get it replaced. So for me personally, I will not be going to this location in the afternoon anymore between Monday to Friday and maybe all together.

I have gone to Tim Hortons in the afternoon 7 different times in the last 3 weeks between Monday to Friday and only 3 times has the ice Capp machine worked. Also may I add why does it seem that the times are between 3:40 and 4:30pm if the drive thru line up is long it's almost a guarantee that it's not working. Today was another example of it not working a fair size line up.

It is very disappointing.

Best of luck in the future!

PS I paid for a donut and hockey cards and didn't buy a different drink. Last week when I came through and the ice capp machine wasn't working I didn't purchase anything and just drove away.

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2:39 pm EDT

Tim Hortons coffee

On Saturday, September 21 at approximately 8:30 in the evening I passed through the Tim Hortons on water and trim in or leave it as it is my normal restaurant and I place the order for two extra large coffee one was a black coffee in the other Wednesday.. was a coffee with three milk, The other staff member prepared to copy and paste them on the counter and the girl at the window proceeded to ask me a black coffee at which time when she lifted it up the lid popped off and she filled it all over her head the other girl came over and one of the girls past need to coffee with three milk and I guess after they fixed up the other coffee they proceeded to head it to me again at which time they could not get the lid to stay in place and asked me what I would like to do when I said we'll maybe put it in a double cup I think it's too hot and that's why those new dome lids are staying on she tried that but again as soon as she lifted it it popped off so while lifting it she held the lid on and pass it to me and as I took it the lid popped off the coffee field goal be hot all over my hand, my lap the seat of my car and down the door of my car and into my purse and on the outside of my purse I was very expensive personnel state my clothing was all stain my car is still staying and as it happened your staff stood there and she stared at me not knowing what to do when I asked can you please give me napkins at least she gave me for the other girl quickly cost me much more and replace the cob for the coffee I'm not even sure and then passing through the window to me again...

So now Tim Hortons because of your "New improved" lid that do not stay on extra large black coffee I have my interior front drivers side car to be detailed, My purse to be dry cleaned and I would like to Inform you that I fully hold you responsible for that and that I expect my expenses to be covered!

I would like more than an automated response on this and would appreciate this escalated to a department that handles injury and damage because the burn on my hand could be much worse
Laura Maat
[protected]

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S
8:27 am EDT
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Tim Hortons these darn new lids!

ive gotten three teas since the switch to the new lids, and all three have leaked all over me, mind you this is the first thing in the morning while im going to work so my hands are sticky through my entire busride! these new lids are the worst and you guys need to change back, im sure im not the only one asking for this change back.
thank you for reading this and have a great day :)

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Todd Gibson
, CA
Sep 23, 2019 11:22 pm EDT

I agree...good try Timmies...But make to the old lids

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J
8:37 pm EDT

Tim Hortons chicken sandwich on a bagel

I order a chicken sandwich on a bagel when I was about to eat it I found long Piece of plastic in it . Was told it was the plastic they peel of the Lettuce bag. I took pictures of it. I do not understand how they didn't see it it was long piece . Right when I opened the rapper it was right there hard to miss. I saved the picture if you need it. I could of choked . When i called they would replace it. They acted like it was no big deal. I never make complaints but it's big Piece of plastic. I after I called the tims it was from I told my friend who is a manager from another tims and they said they should of done more .

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8:14 pm EDT

Tim Hortons new lids

The new lids are terrible.I have burnt my lips several times as they have a built-in dribbble rim that collects coffee before the lid even hits your lips. I love my double-doubles but as far as I'm concerned these new lids are terrible and they even change the flavour of my coffee. I am going to have to switch my three times a day ritual to a different company that doesn't change from something that millions of people are perfectly fine with, to a disaster such as this new lid. I am switching brands until this changes. I have been told by Tim Hortons employees and everyone I speak with also agrees that these lids are dangerous, not user-friendly as they are very hard to open especially for people with dexterity issues and absolutely pointless.

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3:33 pm EDT

Tim Hortons tim hortons new coffee lids

On behalf of all the people that share the same feelings that I have, I want to complain about Tim Hortons new coffee lids. Why did Tim Hortons stop using their original lids? There were no issues with them. Every time I order coffee now, the coffee comes out even before opening it. It's worse if it's opened when the car is moving or when I'm walking. Also, I can't bite the coffee cup anymore. Before, I had to bite the coffee cup so that I can perform whatever I'm doing. Tim Hortons has to go back to it's original lids otherwise I'm sure that it's going to upset a lot of customers like myself.

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robgrant519
, CA
Sep 22, 2019 8:09 pm EDT

The new lids are ridiculous. They have a dribble rim that collects coffee and pours out before the let even hits your lips. They're very hard to open, and in my personal opinion that they even change of the flavour of a double-double. Everyone I have spoken with agrees that these new lids are terrible please go back to the old lids.

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A
2:35 pm EDT

Tim Hortons box of 12 deaf

The customer service at this location is awful and unacceptable
Completely detached group of employees
One never made decaf box before do goes mot know how many pots it takes decides to ask another employee and walks away so no one starting another pot to fill the box
Who seemed to be a manager showed no interest
Very busy loudly Banting with the other employees
Awful experience. And to add to it when I got home I found the coffee to be bitter
No intention to ever go to that location and will spread the word as wide and as often as I can
Complete waste of $18.00

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2:27 pm EDT
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Tim Hortons supplies at two stores

I visited two of your Stores today and was very disappointed. The first on King west where I wanted a ice Coffee and I was advise like this, well we have no ice it's as easy as that!
Nice customer service! Next I went to the one on main west, where they too said no ice, and so I asked for a ice cap and was told they are too runny today!
What is going on with your stores, I ordered then a 4 cheese bagel toasted with butter which took 6 minutes to bring to the window!
Highly suggest you send some mystery shoppers to these locations, my husband said it will be the last time coming to these too locations very poor customer service!
2:24 now we started to try and get a drink at 1:45! Unacceptable

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K
1:11 pm EDT

Tim Hortons new lids

Your new lids are absolute garbage.. received a coffee today could not open my coffee and it is leaking all over... your new lids are crap. Im a long time customer and with these new lids your gonna lose a valued customer. If I had been driving I would have spilt and worn hot coffee all over me and the inside of my car.. make it right or im done buying your products

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1:05 pm EDT
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Tim Hortons new dome lids

The new dome lids don't fit right or the flap gets stuck downwards, the perforation prevents the flap from coming back up. Lid became loose and coffee burnt 3 fingers. Dropped coffee due to burning fingers. Please bring back the previous lids that worked perfectly for years and years. Why change something that worked fine? I will not return to Tim Hortons until better lids are supplied.
Thanks

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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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