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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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T
10:28 am EDT

Tim Hortons coffee extra large dd caramel shot

I went through The drive-through ordered my coffee had a drink of it there was no Caramell shot in it so I part went inside and asked for it to be remade watched the lady on counter walk over pump two shots in and I Aster did you put five in there cause it's supposed to be five for an extra large she rudely looks at me and says are yeah Meanwell I watched her put two pumps in and I said I watch Her only put 2 in I hate paying for product that I don't get

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G
5:22 am EDT

Tim Hortons the whole store

Not so excellent service but you could live with that
But the people dont even know how to make a coffee or tea if u say triple triple for a tea u get hot water tea bags and no sugar or milk every single time . I m just saying coz i live like 300 meter away from it and in the early morning u will go through the drivethru and get the coffee while going to work and u get hot m water with tea bags . i will atleast have 3 teas a day and went a couple of times to this tim and stopped going coz how can u argue with people who will never change and cant get the tea right atleast ones hope u ll do something abt it thanks
And the photo i added is "large orange peko triple triple with milk"

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M
11:45 pm EDT
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Tim Hortons wrong order

I asked for one type of timbit and the server gave me three types of timbits. All of which I didn't ask for, and not one of them were the type that I did ask for. I didn't want to ask the server to change it because there was a long line and I didn't want to hold anyone up, but I am not very pleased with the mistake. It has happened many times to me.

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C
5:15 pm EDT

Tim Hortons kids mini combo

Went through the drive thru and purchased a kids chicken wrap mini combo. I was handed the mini combo in the Box asked if the drink was included in the Box she said yes when home open the box saw that the drink was not in the box then my son went to go eat the funbites and I went to open it for him looking at the expiry date it expired on October 2nd today is October 9th also his chicken wrap had cream cheese in it. Overall very disappointed feel like my money was wasted my son didn't really get the meal. I paid for disappointing

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12:03 pm EDT
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Tim Hortons muffin

I went to purchase a muffin after viewing what was in the baked goods display case. After choosing what I wanted, I asked your employee to confirm what the flavour was and if it was filled with any dairy products as I have an allergy. She confirmed 3 times that it was a "raspberry muffin and there was absolutely no filling inside". I made my purchase and off I went. When I finally had time to enjoy my purchase, to my utter shock and amazement, I realized that something was terribly wrong. I had to bring up and dispose of what was in my mouth and the white stuff on my hands. It turns out I was sold a " Strawberry Cheesecake Muffin" filled with dairy. Needless to say, the next few hours were extremely uncomfortable. I would like a representative from Tim Horton's to contact me immediately to discuss this incident please.

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E
11:27 am EDT

Tim Hortons services

On Sat. Oct. 5th at 4 pm, I visited the Tim Horton at 274 Kingston Rd. Ajax with a friend. After waiting in line for 20 mins also I was then able to place my order. The young man of Indian origin was the cashier. He has first shown me this attitude that he was impatient when I was telling him what I wanted, he just looked away without hearing me. Obviously I had to repeat my order again. I then put my royalty red card in from of him and paid for my order. I noticed that he didn't process my red card so I demanded him to do that. He said it's too late becuase I could have scanned it myself before paying him. I said I didn't know your system and you didn't instruct me to do so when the card in right in front of you. He said that's too bad and he couldn't do anything for me. So I called for the manager who appeared to be of oriental origin. Without asking for the details she told me something rapidly that I couldn't really understand her so I asked her to slow down. She kept rapid-fired some words and the only words I could only make out was something like "it's company policy and I can't do anything about it".
I couldn't believe that not only the young man had a bad attitude but also the manager. She has also shown her imcompetency in handling something so simple!
I demanded to cancel my order and got refunded. in fact she could have just simply voided my order and scan my red card so everything is in good orde again.
I didn't feel like to teach her that but just took my money and go to Mcdonald instead.
I am filing this complaint because I feel humiliated and annoyed since I was with this friend for a good time. This spoiled the whole atmostphere because of these incompetent workers of yours.
I require a feedback from Tim Horton and I'll truly appreciate if you can look into this matter at your earliest convenience.
Sincerely,

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T
11:19 am EDT

Tim Hortons drive through person who is taking order

At this address the past 3 times I have been there, this morning weds oct 9 at 10am being the most recent. Whichever lady is taking orders at the drive through is extremely rude and impatient even when my ordering is efficient. She interrupts and cuts me off when I'm ordering and this has happened the last 3 times. This time once she interrupted me I just cancelled my order and left. There is zero chance I will be returning to that location as long as she is employed there

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J
7:21 am EDT

Tim Hortons new lids

Every morning I grab multiple coffees and generally another round of coffee at first break. I've never had so many spills and leaks all over me and my truck before. They say these lids are spill proof and there not that, also you can't hold the cup in your mouth with a had full of groceries.

The original lid had the cut out at the opening eliminating the seem for one less spot to leak. And you can hold them in your mouth while carrying multiple items.

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R
6:26 pm EDT
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Tim Hortons customer service and shortage of order

Hello
We have been a loyal customer for years at Tim Hortons. But lately there have been lots of mistakes and lack of service .
The men washroom had the hand dryer broken but did not supply hand towels and when told about it they just ignored it.
My wife got a chili on a bun but they only gave her 2/3 of bun then when asked why is was so small they plunked the rest of the bun on my plate. They also just gave her a small chili and charged her the price for a large. There were no whole wheat buns again.
Then my turkey bacon club was on a 2/3 of a bun as well.
It seems like lately you have to check your order as not always right.
The other time they gave our sandwich to another women then when she returned it to say it was wrong after it was opened they just handed it to me instead of getting me one that was not handled by someone else.
I hope you can improve your service as like your product.
sincerely Ray Howes

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E
1:21 pm EDT
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Tim Hortons service

I WENT A LOCATION TO ORDER 2/$5.00, BREAKFAST SANDWICHES, THAT IS ALL, YOUNG LADY SAID IT WOULD BE $8.86, NOT WANTING TO HOLD UP TRAFFIC AND KNOWING SHE HAD AN ATTITUDE, TOLD HER TO CANCEL MY ORDER. I PARKED AND WENT IN, NOTICED AT LEAST 6-8 PEOPLE THE COUNTER, ONE PERSON IN FRONT OF ME, I WAITED AT LEAST 5 MINUTES THEN I WAS INFORMED MY TOTAL WAS $5.95 ?
Now $5.00 x $1.15 = $5.75 including Tax.
Obviously it is not about the money, but someone can't do the math .
THIS NOT GOOD FOR BUSINESS !

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R
12:51 pm EDT
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Tim Hortons customer service

store located at Esso at d intersection of Don mills n Sheppard Ave E. in Toronto. employee named Iva very rude when I asked for hot water n she denied to take my mug however I'm a regular customer going there at least twice a day base of my job(driving Instructor). for d last 5 days because of flu I got, any tims location I go, no one bother to say a word n they even wash my mug. just wondering who is doing right, Iva or people at other locations. Besides, as I said I visit don mills location frequently n most d time, she's arguing with other employees n I'v never seen her smile while dealing with customers.
tnks

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J
12:08 pm EDT

Tim Hortons not having any lunch products ready on time

Markdale location had no wedges or chicken available at 1145. Did not offer a time, just complained to me that they should have been ready at 10, but a coworker messed up. Ended up leaving and drivin an extra 15 minutes to Dundalk where they had food available but did not provide napkins, simply said they are on the table. The dispenser they were referring to was right in front of a man eating his lunch, on his table! This is the worst customer service I have seen in a long time.

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E
11:30 am EDT

Tim Hortons product for a limited time should not exist

The good stuff is always for a limited time why should i want a very normal ordinary Timatin when i know how it taste with waffles. I'm upset this morning to learn it was for a limited time because for until it's back no Timatin for me . And why its always the best things at Tim Horton are time limited it's [censored]t l and i will limit the time i go there too . Keep your cheap stuff.

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L
10:19 am EDT

Tim Hortons workers don’t know how to make bagels. coffee. food is always dry.

monday october 7th 2019.
east avenue tim hortons not only couldn't make my bagel correct they wouldn't replace it they gave me absolutely nothing but wasted time and wasted money. if i tell you my order is wrong you can't tell me it's right i know what i wanted on here and i can tell you the bagel i received wasn't it. when i told him exactly how i wanted it done he had the nerve to put cold butter on a cold bagel that i asked for double toasted. i'm not happy about the service and i'm certainly not happy about the quality. i want the issue to be fixed and i want a bagel i can actually eat not half assed by some east indian that doesn't know how to make a bagel the way people ask for it.

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L
10:03 am EDT

Tim Hortons coffee cup lids & location cleanliness

The new lids are as bad or worse than the old style. I cannot carry a coffee without wrapping it in napkins to absorb the spills that still manage to hit my hand with hot black coffee. The old lids were a problem because the staff yank them out and it pulls at the rim loosening, but the new style is just as bad because they usually break the seal (if there is one) at the spout and the over-filled cup leaks from the top.

The location at 10 Dundas street on the lower level is filthly and doesn't appear to have been mopped in months. It is so small yet they stuck in 2 of those self-ordering kiosks making it impossible to get to the pick up part of the counter which is also the only spot that they put napkins out despite having room on the other side. With the kids back at University the crowding and delays are getting worse every day.

Would appreciate hearing what can be done to improve the conditions and if nothing, I will take a few minutes more to walk down the street and get coffee at McDonalds in the Atrium.

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B
9:15 am EDT
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Tim Hortons bagel belt

This is not the first time where I ask for sausage bagel belt and I get bacon. This time the guy repeated back sausage and I still got bacon. I don't have time to turn around and get a new sandwich and I will definitely will not be eating it. There had been times before where I tell them but they are only giving me a free coffee. That is definitely not equivalent to the price of a breakfast sandwich. Also, there has been times where the older lady has been abrupt with me and sighing because I am not getting my money out fast enough. I would really like my money back from the breakfast sandwich I received and did not order.
Thank you.
Samantha Buyukozer
[protected]@gmail.com

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8:10 am EDT
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Tim Hortons new kids!

This is my second attempt to leave a complaint as the first one was not answered on social media.

The new lids leak all over the place! I'm very frustrated with this as my stereo controls are right near my cup holders. So every time I accelerate, break or take a turn. I have drops of coffee spilling into my stereo buttons.

This is an issue as the control module from Audi is $1200 to replace. This seems like a problem that can be fixed. McDonald's and star bucks cups don't spill like this.

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7:33 am EDT
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Tim Hortons proper hygiene

I have a serious complaint. I've been a Tim Hortons customer for 35 years and what I'm seeing is not humane. There are people at driveway windows who are handling money and other objects etc and then are handling our food and coffee lids that we have to eat or drink out of. It's disgusting! I have no idea where they're hands have been it what they've been doing but they should be wearing gloves and hair nets when handling food or beverages at the windows or any any part of the restaurant. I want this resolved and am going to report this to the city's health department. It's in your best interest to get on this emidiatley. You put up signs that smoking in drive thrus is bad for health and other reasons and so is this issue.

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F
6:37 am EDT

Tim Hortons service of crew

I used to visit Tim Hortons after my work to have coffee . There is Tim Hortons with esso at Weston and finch avenue west, Northyork . The crew at night after 12 am .. the way he speaks to customer is so rude, he is an old guy around 45 . There is no customer or line up at all but I don't know what he is doing inside . Waiting for 10 minutes and knocking again and again he used to come to take the order and than he was making fun of customers saying that you always wait for the bus than wait here also . He really needs to see the psychiatrist or the counselling as other customers are also complaining.. I will not go there again because there is also one mcdoanld next to that ..

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J
6:33 pm EDT
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Tim Hortons parking

I have been a customer of Tim Hortons for perhaps 45 years and in general I am happy with your products and service. However, I recently visited your store

Sep. 30, 2019 Dining purchase TIM HORTONS #1335 EDMONTON AB Sep. 30, 2019 1.25

And had a coffee and donut using my Tim card to pay for part of it. I had been to that store 4 or 5 times before as it was a handy place to relax and wait for my son's medical appointment to end and then he would phone and I would pick him up.

Unfortunately, I did not realize there was a one hour limit on parking(I had never seen this at any other Tim Hortons) and I was there more than an hour and got a $63 ticket which I appealed to no gain.

I have paid the ticket as I don't wish to be hounded by some collection agency but the experience has left a "bad taste" regarding Tim Hortons.

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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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