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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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J
3:06 pm EDT
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Tim Hortons tim hortons grove city 665

I live about 25 minutes away from that Tim Hortons I went there two weeks ago and waited in line for 25 minutes in the drive-through then got to the speaker and they had a sign that said speaker is broken then I went there last week the ice cappuccino was down I went there this week the ice cappuccino machine was down I just don't think it's right I go out of my way to go to Tim Hortons because I love the coffee and I have been very disappointed in the last three weeks it is the worst Tim hortons I have ever been to

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M
10:17 am EDT

Tim Hortons wrong item

I ordered my usual med FV and 3x3 and also asked for two pumpkin spice muffins. The employee even asked if that was one muffin and I stated "no two please". When I got to the window I paid for my order and only got one muffin and when I said I asked for two I was informed they only charged me for one which was fine and I paid for another pumpkin spice muffin only to find out when I got to work 20 km away, that they gave me a banana muffin. I was looking forward to the pumpkin spice. When I stop on my way to work I do rely that the employees get the order right because people don't have time to go back to fix the screw up.

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D
9:52 am EDT

Tim Hortons take out service

I have been going to this tim hortons since it opened and they can never get the order right. I always get sausage on my tim matin instead of bacon, they never add whipped cream to my iced cap and so much more. They need to be reminded to follow the order carefully so as to get it right. It is so frustrating that my order is never right. This is a huge complaint among ormstown citizens... everyone is just fed up. I don't normally complain but after a year or so of this, that is enough! I pay for my food and expect to get what I ordered. This morning I only ordered a tim matin and they got it wrong. I only found out when I got back to work and opened my breakfast. I can't go back as my break is over aso I threw it out. I waste so much money there. Please tell them to be more vigilant with the orders.
Thank you, have a lovely day

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B
9:29 am EDT

Tim Hortons employees

This is the worst and most poorly run Tim Hortons I have ever been to. It used to be good under the old management, it's completely run by arrogant East Indians. On numerous occasions I have gone to this location, where they half the time speak Hindu which should not be aloud what so ever, cause who knows what they are saying about people who can't understand them. They constantly get orders wrong and are just plain rude and pushy to get you through the door/drivethru as fast as possible. What happened to Tim's 20min fresh gaurauntee? Since when do you bulk up pots of coffee in dispensers, god knows how long it sits there and it's gross coffee and service compared to ANY other Timis in my town. You need to Fix this problem and get white people back in your businesses who actually care about their customers/town and country, otherwise I see in the future Tim Hortons loosing customers, over ignorance.

Sincerely a concerned customer.

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1:18 am EDT

Tim Hortons assaulted and kicked out by an employee

I went to tim hortons on main and alma in moncton the morning of october 3 - 2019 as I have most days for the past few years. I was approached by a bigger lady while outside finishing my smoke on the sidewalk. She took pictures of me then she told me I wasnt allowed in. Never told me why so I went in just the same. As I was in line, she kept nudging me.. Its all on video! I repeatedly told her to stop as I felt threatened and violated by her but she wouldnt back off. She had a good 150 - 200 pounds on me. Im only tiny. Rcmp arrived and told me that she didnt need to give me a reason. Absolutely she does and it needs to be in writting too! I wasnt causing a scene, I wasnt doing anything but finshing my smoke before I went in to get my coffee, not saying a word to anybody.
So without being given a reason, as ive already explained to my lawyer, I have to say its because im a woman with a shaved head and tattoos.

In canada, it is illegal to discriminate against a persons appearance. It goes against more than just human rights.
I am prepared to commence legal action towards the company for discrimination and assault by an employee if this matter isnt dealt with quickly.

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J
12:37 am EDT

Tim Hortons m. cappuccino

I ordered a medium cappucino today October 03 10:45pm.
When the person who made my order gave it to me i was unsatisfied how it turns out because my drink is lighter than it use to be. Like it wasn't full. Mainly its all the bubbles/creamy foam. I paid $3.25 and only got half of the drink. I am not happy how it turns out. I was gonna go back but i was running out of time as i will be late for work if i did go back.

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M
4:32 pm EDT

Tim Hortons soy milk

I thought they forgot the soy milk because my coffee tasted black, I looked into it when I was half way done and I see this! I always drink soy in my coffee at home/other places and have never experienced this.
This made me feel sick. Please make sure your employees are checking the expiry dates for the non dairy milk as well. I was so excited for Soy milk to come to Timmies and now I don't think I'll be able to order it again.
I would like a refund. My email is [protected]@outlook.com

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J
9:54 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Tim Hortons points card

Since the points card has been out the cashiers have neglected to scan my points card as they say they need to do it before everything else I have the points card in my hand and am ready to hand it to them but am to late. FIVE times this has happen to me. What I do not understand is why your staff is not trained to ask for the card up front, that should be done with every transaction. At least with McDonalds they hand you a sticker every time. I just find it disappointing that a company a large as tim hortons is unable to train there staff properly

Thanks

Jim Lefler

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C
6:57 am EDT

Tim Hortons new lids

Up until a few weeks ago the lids were the standard lids (flat to the top), now they are more like a McDonalds lid. No consistency, sometimes I get a lid with just a hole in the top, sometimes it has the leaf imprint on the top where you have to fold the flap open. These lids are garbage. They leak, my coffee spills out. The rim is huge so when I drink it goes everywhere. I use to be able to bite my cup if I need a spare hand while opening a door or something, and I can't do that anymore. I also could stack 2 cups on top of each other if I need to as the lids were flat, good luck with that now. Heck, I have even dropped a Tims coffee with the old lid and it didn't pop off. Worst decision ever. Photo is 2 different lids in 2 days. I'm sick of leaking coffee down the front of me while in the car.

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Jenn tooley
, US
Oct 03, 2019 8:59 am EDT

Did they ever change the lids back

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S
4:17 pm EDT

Tim Hortons lids

Purchased large coffee and spilled down my partner's new Calvin Klein dress shirt. Forcing us to stop and purchase a new shirt on route to Celebration of life on Saturday September 28, 2019 (leaking lid)

Also, I am experiencing ongoing leakage from lids even though i am ensuring lids are on securely.

Can we go back to old lids?

Often go.to Tims on Hart drive Barrie with excellent service!

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R
3:12 pm EDT
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Tim Hortons rude customer service

I am regular customer buying drinks and sandwich minimun twice a day on my break as i work at walmart tamarack location. I went to buy tea due to bad cold and sore throat and asked the manager over there to make me fresh tea as the pot was almost empty and was made 20 minutes ago, (time written was 11:40)
Went there around 11:58-12:00 noon. Barb(A.S.M) came to me and told me its not our fault if you are sick we have to waste our tea. This was first time i ask them to make me fresh coffee in 2 years of working at this location, as Its getting cold here in Edmonton and the drink i am getting from last two days was cold i am able to show my transactions about how many times i buy from same location.
Wasn't in mood of arguing due to fever but wont buy any of my food from this location,
Thanks!

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N
1:30 pm EDT

Tim Hortons single use plastic spoons and forks are being given for food served “for here”.

Single use plastic spoons and forks are being given for food served "for here". If I am given soup in a ceramic bowl it should come with stainless utensil. The staff claim they don't have many and must go to the back when I ask for one. They should be provided without asking! Tim Hortons needs to do its part for the environment but instead they are handing out plastic instead of budgeting for more stainless utensils. Blaming theft is not an excuse to ignore environmental issues

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K
12:31 pm EDT

Tim Hortons chilli and cheese wedges

The last 3 times I have gotten a order of chilli cheese wedges they have been barely even half full. They are one of the only things I eat at Tim Hortons and they are my favorite but they are not worth me paying for if I'm only getting half a order. They are the best meal ever but I'm just about done buying them because you don't get a full serving.

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K
8:59 am EDT

Tim Hortons time and quality

This is just a general complaint, not focused on any specific employee. My family lives a time horton's "life style" we spend as my financial advisor says, too much, on tim hortons a month. Over the past year we have noticed a huge difference in the service provided at our regular location. I have sat at the drive thru window at 8pm, with not a single car in the drive thru, or anyone inside, for 12 minutes. After that specific occassion my coffee still was not made correctly. I am not sure how the machines work, but the consistancy of my coffee is never the same. I have not had a "good" coffee in a few months now and have switched to mcdonalds coffee. I feel as though adding all these foods on the menu is now prioritizing over just your basic cup of coffee. It's no longer a great coffee shop, to get your favorite coffee. The drive thru times are absurd during the summer months as we live in a tourist area, and that is fully understandable. With that being said, when it is a slower day and I still wait anywhere from 5 to 15 minutes it is a little frustrating. We love your timmy's and will now occasionally go there but unfortunately the consistancy, and drive thru time, has turned us away.

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R
8:09 am EDT

Tim Hortons service

Every morning between 5-6 am for the past 6 years I have been coming to this Tim Hortons. Within the last month or so. It has become unbearably slow. Sometimes waiting 10-15 min in the drive thru line after you order. Just to get a coffee. This is unacceptable. Now you're telling me how to file a complaint, and how many letters it should be or you won't respond? Just wasting more of my time. That fantastic. Thank you so much Tim Hortons. McDonald's coffee is tasting better and better.

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9:57 pm EDT

Tim Hortons drive thru service

On 09/30/2019 arrived at the Tim Hortons on 2704 Biddle Ave, Wyandotte, MI 48192 the lobby was closed so went to the drive-thru and had to wait a minute or two for a response. Finally got to order an ice capp supreme & extra large coffee with 4 creams and 2 sugars and asked to please stir it, got no total at the menu and was told to drive up to window. I waited for a response from the guy in the window but got none. Only one other car behind us, so it was not crowded. Still waiting for my order and nothing as I watched the guy walk to the register and reach into his coat which was next to the register and pull out what looked like a vape pen and then disappear then reappear with an extra-large coffee which I thought was mine, but I was wrong he started drinking from it while taking another drive-thru order then started picking at his face several times. I then watched him start all the drive-thru orders without washing his hands and that was it, I told him to cancel my order after all his disgusting actions and waiting for 18mins. for such a simple order was enough! This franchise really needs to be looked into for its poor and unsanitary service it is giving the Tim Hortons Brand a very bad name! If this is how you let your franchisee's tarnish the Tim Hortons Brand that is on you, but it will be the downfall of your brand in the United States!
Garry Chawa
1836 2nd
Wyandotte, Mi 48192

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2:47 pm EDT
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Tim Hortons classic sandwich, poutine and iced coffee

I went to this place in morning for a breakfast. There were two attendants at the moment 1 male and 1 female. Both seemed to be from asian origin. Female was so rude that she didn't even give me receipt and talked like if she owns this place. 3/4 of cup is filled with ice and its the worst ice coffee i have ever had in my life. I didn't get to know her name.

While i asked for a poutine she knodded in such a horrible way. I can understand that tim hortans could have discounted poutine but there are so many polite ways to tell about it to a customer.

Date: October 1, 2019
Time: 11:22 am
Address: 818 west 6th ave, Vancouver, BC, Canada
Postal Code: V5Z 1A9

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11:00 am EDT
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Tim Hortons service

This is the worst tim hortons I've ever seen I'm so allergiced to dust and this one girl that works here starts sweeping and when I've asked her nicely if she could wait 5 mins to sweep around me she started I have to it's my job and if I don't like it leave and don't come back well that so rude this was 7 days ago I came back before work and today she tried to tell me to move 2 min after sitting down so she can sweep I waited my re time for my coffee then she allowed me to drink it

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9:55 am EDT
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Tim Hortons contacting customer service

I simply want to change my TimCard number on my App. My previous Double Double Card was replaced. The FAQ does not address the issue so I went online to Chat. It appears that there is no "real people" on line. and I have to "End Chat" after I explain my problem. I have tried over 20 times to connect with someone to no avail.

I called customer service and they are not able to handle any issues with the app and directed me to go online. I sent another 10 or 12 messages trying to get a person again with no success.

The app worked fine before I got my new Double Double card. I have $25 on the old number. Even if I loose the $25 I simply want to use the app for mobile order

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S
8:21 am EDT

Tim Hortons service

On October 1st, 2019, I made an order. I held my rewards card and showed it to her before ordering. So she took the order and my money of course and then when she was reminded to scan my card, started giving me attitude. I don't think I will be going back to Tim Hortons. I shall be spending my money elsewhere without incompetent and rude staff.
This took place at approximately 8:10am.

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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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