Tim Hortons
reviews and complaints

I purchased a medium bag tea twice this week and the ladies working were all great. However the new lid on the cup has changed. Both times I have burned my hand carry it back to my car/home. The lid was on tightly, I triple checked. Is the new lid thinner or made at a new location? They are not working and burning my hand every time I want a tea isn't ok.

I never complain, ever! I only write good stars on my Google reviews and never speak poorly about a company even if I hate the place. But, when something is changed for the worse and starts my morning routine on the wrong foot... Well I need to complain! Your new coffee cup lids suck... They spill everywhere. If your busy with your hands you can't grab the cup with your teeth to hold it for a split second. Did I mention they spill?! Everywhere. Spills out the top holes, spills out the sides because staff don't push them on properly. I have been burnt three days in a row by black coffee as well as coffee all inside my car. The lids? SUCK! I don't get coffee at McDonald's because of these stupid lids. Who wants to suck out of a lid like that? Go back to the old lids! Please!

Yours truly,

Avid coffee drinker

I have ordered Shawn mandece cup online in the night of Sep 5/2019. I have paid $33.88.
This order suppose to get to Mississauga within a 3-5 business day. It's been 9 days but I still haven't received my order. There was no tracking number given. However, I have attached my receipts of payment for your reference. I will greatly appreciate if I can get my cup or refund back ASAP. Thank you

In last month I've been five times to this location cause closed to work. I get coffee tea and cold drinks for my staff. They always forget one drink. Last week I had a meeting and came at 6 pm and had no chili or buns. I was offered chicken soup and croissant wish I said ok. Today their was no one there at counter at 655pm. I ordered chili, the young man said ok the other clear will get it for me. I waited 15min. Then said can I get my chili and coffee soon? She was serving drive through all this time. Then she said sorry we havenone left. I said ok Thai soup, none either. They said chicken soup?. I said no too salty for me. Potatoes wedges? None.
I ordered turkey sandwich. 5 min and I said can I get coffee while I wait. Oh sorry. Ok got it. Another 10min then when she saw me said oh I'll do your sandwich now and got mad at other staff to handle drive through. Slapped sandwich together. Had lots of mayo and lukewarm. Coffee was cool by time I ate. More students here in sept. So manager should have more than two staff on I would think. If go drive through may get faster service but hard to eat soup in car.
From now on going to st. David's street so much more efficient. Need manager to train this site v

I ordered a chicken sandwich at the Timhortens located in centennial college, progress ave, Scarborough. When I opened it at home, it was missing the chicken. It was really frustrating for me at that time. When I complained about this in my next visit(3days after) they told me that I would have come the next day itself. If I am busy how can I come next day it self.
I didn't even find any regret on their face. So I decided to go further with the complaint. I hope you will consider this and take necessary action.

My complaint is around the sanitation at Tim Horton's that I have experienced at every single location, so evidently this not an error by one employee but rather a standard that does not exist. Generally I see the person at the till who takes payment/handles money then go and make my coffee. When doing this they position the lid and secure it with their hand on top push down where I need to then place my mouth to drink from the cup. That is completely unsanitary to handle money then go and put your hands all over the lid and area where someone's mouth would go. I realize the person who is working the till and making the coffee is trying to multitask but handling money and handling food/drinks after is a complete NO in the service industry. At the very least their hand should be washed before handling. There have been few occasions where they have a separate person controlling the till and another making drinks, I have stood there observing and never once seen the employee wash their hands. Why is it not mandatory to be wearing gloves? This is a basic sanitation principal and though I love Tim's coffee, I am not going to support a place with low sanitation standards. I have brought this up with many people and everyone agrees this should not be going on, it's gross! Either have the employee wear gloves or allow the customer to put their own lid on like Starbucks does.

Hello,

On September the 8th, I ordered 2 chocolate long john donuts and 2 chocolate chip muffins from this location on Fraser Highway and 64th Avenue (Google does not provide an exact address for some reason).

When I got home, the 2 chocolate long john donuts were pressed together so when peeled apart, chocolate was everywhere and not even on the donuts anymore.

Also, the muffins were just tossed in the same bag. The wrappers had chocolate all over them.

I pulled one muffin out first and it slipped out of my hand due to the wet chocolate and slid on my white shirt, adding to the displeasure.

Not impressed at all!

Desired Resolution: refund + replacement + extra for goodwill and my dry cleaning bill.

Raman Brar
[protected]

I'm a regular customer at this store and lately they have employees keeping my change giving me wrong change back like 5dollars wrong had to use my gas to go back cause it wasn't my money. So today I go thru and I know it's not a lot but the window person took it upon himself to give himself a two cent tip. Not impressed I will tell people about this robbery

Hi
let me start by saying im a huge fan of Timmies coffee, i don't have a complaint about the coffee or about any staff my complaint is in reference to these new lids that are circulating across Canada with the maple leaf on them . They are the worst lid you can possibly have for a take out especially.
I am used to the other lids very flat and not so fancy lids (them good ol'd lids )
these new lids are terrible let me tell you why :
1- i can no longer use my teeth by clenching down on the flat lid and the lip of the cup if my hands are full with everyday stuff as in laptop bag, lunch bags keys for the car keys to lock up the house its a real pain - i always like them lids for that purpose.
2- the new lids are so hot that my lips cannot even touch the lid as it burns the upper lip and cannot drink until the coffee has cooled down, now with that said i should just order a ice coffee instead of a hot one.
3- very flimbsy lids / they don't stay on and create a mess in the truck if you try and pick it up from the coffee holder by the cup this must be down very carefully. now you do have a " caution this may be hot" on the cup but perhaps you should mention it about the lid as well.
4-the opening for the lid is very tedious to open, sometimes it pops and opens without an issue and sometimes its a fighting battle
5-i don't understand why the new lids must be made 2 inches higher then the flat ones not sure where the benefit is on the extra height.
I know this may sound so minor but its the little things in life that make a difference and I am a huge fan of your old style lids by far including my husband. My husband grrr every morning with those lids as he is a slurper and cannot slurpe with these lids very impossible due to how hot the lid is unbearable in the mouth.

thanks for reading my complaint, here is hoping to a change in the very close near future (hopefully you have heard of this complaint with many others as i know i cannot be the only one ) thanks again

my email address is [protected]@gmail.com
thank you for your time

Tim hortons has removed all garbage bins in the drive through saying it was the company doing it. I think if you continue to sell plastic and paper for your coffees and teas and other drinks you should be responsible for disposal of the same product. Upon submitting this a pop up came up saying that because it was less than 350 characters it may not get a response thereby suggesting that any short concise complaint will be completely ignored. By ignoring short complaints means that Tim hortons does not care about its patrons and will do little if anything in response. I think this does not boad well for the future of Tim hortons if you disregard concise complaints in such a disrespectful way. I expect a response

i had ordered a farmers wrap 10min before my class had started. When i opened the package there was not only moss on the egg but a piece of hair. This is disgusting and a waste of my money. This is a serious issue as it is possible to get very sick from something like this. It is very hard to miss green moss on a yellow egg which shows the care that the employees put into their work.

Just went through drive thru at Tim Hortons in St. John's Newfoundland. I ordered a medium pumpkin tea latte and when I am passed the cup it is awful light feeling. before I go to drink it I take the lid off to find only half of which was tea/water. this is actually the second time this has happened to me at different locations in St. John's over the last month. Very disappointed in the fact that I pay for a medium and barely receive what might be a small. I understand that room should be left for the scalded milk but not half of a cup of tea. I have often bought these drinks to receive much more as the lids allow for the foam. Again I have to say so disappointed in the product at Tim Horton's lately...Pictures of my drink attached...

I just entered the Tim Hortons located at 80 Market Drive in Milton, ON. I was told this location could not serve anything except coffee and baked goods at this time despite a large banner on the roof of the building stating it is open 24 hours. There are buns, bagels and everything required to make sandwiches etc. Clearly visible and the staff seemed untrained and quite rude.

Does open 24 hours actually mean open 24 hours or just for select services? Is it the policy of Tim Hortons to have their staff act in such a rude manner toward customers? I have experienced this type of behaviour by staff in other locations but this is the first time I have been incensed enough to complain.

I visited this drive thru location on Sept 10 at approx. 7:30 am.
I asked what teas have caffeine in them. The lady answered "I can't tell you that you will need to call customer service."
I was quite confused with her answer so I asked again. This time when she replied she gave me the same answer in a very fast and rude tone.

Then I asked, which teas do not have caffeine - thinking if she has the info in decaf I could use process of elimination.
At this time she answered me again and basically was rushing me to order.
I asked what tea selections are available. She then began to ramble very fast all the selection blends. She was completely rude and disregarded my questions.
When I arrived at the window I questioned - how could you not know what teas have caffeine? She then began to brush me off and the other lady was rushing me.

This is a absolutely unacceptable customer service.
She was so rude and clearly doesn't know the products.

Feel free to contact me if you require further information.

Thank you,
Julie Ramos
[protected]