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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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N
7:30 am EDT

Tim Hortons Customer service

It amazes me almost every morning how rude the drive through ladies are. They either basically throw the coffee at you or give you attitude. Since when is this good customer service. It's almost always the same two girls working drive through! If this keeps up I will be taking my business to McDonald's. I have never had anyone so rude and the fact it's constant!

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D
10:07 pm EDT

Tim Hortons packaging

Who is the Einstein who changed the LG/XL lids? There are several issues with the new lids.
1st) The hole is covered by a persons top lip and therefore there is no air exchange to drink liquids.
2nd) These lids cause dribbles that fall all over my dress shirt before I go to work, nice!
3rd) Although I know you aren't supposed to microwave a Tim's drink, (clever marketing to sell more), most people do, who buy more than one since they can't leave work or it is inconvenient to pop out for one at break time. The new lids now barely fit in the microwave.
4th) in a time when politicians are condemning single use plastics you decide to create a cup lid with more plastic!

Isn't there any kind of product testing/ approval before releasing it on the public?

A commercial that states the reversal of this product would bring much adoration since when wrongs are remedied it shows you care!

Thanks
A lifelong Tim's drinker!
Dan Maindonald
[protected]@gmail.com

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M
Mandy Tremblay
, CA
Sep 09, 2019 9:05 am EDT

The new LARGE lids are [censored]! You can't drink out of them, your lips get burned, it's ridiculous. I told them at the drive thru window I will NEVER buy another Tim Horton's drink or anything else... WAY TO COPY STARBUCKS

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W
7:41 pm EDT

Tim Hortons attitude problem from an employee

I vought my coffee and said have a nice day and this little pissant making my coffee said "yup" I said excuse me? And he replied " I busy, if you want to talk to my supervoser she right there." what a little brat. I am in that Tims 3 times a day and have never had a problem. This kid has a huge attitude problem. Jordan needs a talking too about how to be with the public. This is not the first time. He did the same thing to my friend yeaterday.

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K
3:50 pm EDT
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Tim Hortons customer service

Being from Toronto Ontario it's hard to find good service at any Tim Hortons in the gta because it's just too busy unfortunately. It's a shame I live so close to this Tim Hortons location because it's pretty terrible. On countless occasions I've been given the wrong order and it seems like the staff is either lazy or just not motivated to do their job. For example, I had asked for an assorted pack of 20 timbits and was given only chocolate for the entire pack. On this occasion the debit system seem to have been down and I was greeted with "hi, I dont think I can take your order right now because the debit is down and everyone is freaking out, you'll have to come inside"

I've been working in the service industry for well over 15 years and would never speak to another human being with such casualness right off the bat. I suggested because I had been already waiting in line for 20 minutes at this point that if the machines were working enough to tell me to come inside that he might be able to use that and take my money through the window (making a suggestion to problem solve and keep the 6 or 7 cars lined up behind me happy as well) he either pretended to not know what I meant or was really incapable of thinking outside the box. He kept saying I dunno and I'm not sure and offered no solution. I cannot believe there is no alternative operation set in place for such an instance. Where is the leadership? I am really disappointed from this visit. I will likely start looking for other options to avoid Tim Hortons and their lack of customer service.

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12:59 pm EDT
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Tim Hortons multiple issues with today’s order

I attempted to place a drive through lunch order. I wanted a 12 grain bagel belt. Was informed there was no 12 grain left. Next healthiest option they offered was a whole grain bun as they had no bagels. Ok fine. Next part of the order was a a farmers wrap. To which I was informed they had no hash browns. It was noon on an all day breakfast menu so that's completely ridiculous. Changed my order had no choice. Then I left the drive through got home and they had forgotten my blueberry fritter AND my side of honey mustard. So I had to drive back. I am totally dissatisfied with this.

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12:28 pm EDT

Tim Hortons service (drive through)

Last night ( sept 7th) we stopped by for something to eat and drink quickly on our way back from picking up our daughter at the hospital, she was craving a iced cappuccino but since it was her first real drink & food since getting out of the hospital we wanted to share her drink not knowing how much of it she could drink and because her mouth was covered in mouth sores we wanted an extra glass to pour it in. At the order station the girl told us she couldn't give us an extra glass so we explained the situation and even offered to pay for the extra glass. We were all exhausted, it was 10 pm we had had a long drive and we were hungry. At the window we asked again for the extra glass but they refused again we offered to pay again but still the answer was no ( rude and none cooperative) a supervisor came and said they wouldn't do it, by that time the entire staff was strangely all standing there behind that really young woman telling us that they couldn't and wouldn't do it, by then it was the icing on the Sunday of and really stressful day they attitude was surreal and so out of context unbelievably rude so much do that my husband that is usually the most patient passive man I know lost his patience and said in an angry tone that he would give even 10$ for the stupid extra glass to that the girl at the window said (You can leave now coz we won't be serving you!) and she closed the window!
We stayed there stunned by that service void of professionalism THE WORST EXPERIENCE WE HAD EVER. What kind of company becomes so axed on making money that the service becomes and clearly not part of the values this empires Should retain ... this is unbelievably sad and to think that in today's crazy world we need a simple Smile at the counter.
An extremely disappointed customer

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N
12:19 pm EDT

Tim Hortons product pricing

When a customer wants an ice cap with a particular shot of flavour, they are not to be charged for the price of ex. A pumpkin spice cap with whipped cream (regardless of whether you select no whipped cream). There is a difference in the pricing! In all my years of working for Tim Hortons as an employee/supervisor, I have never been more disappointed in this store. Overcharging a customer who frequents Tim Hortons stores multiple times a day is not customer service! This is the experience my close friend had yesterday, and she called me out of frustration because she had never experienced this before. The employee informed her that the manager said it's the policy. I feel for this employee in the position because this manager's policy is going to result in customer's going elsewhere. It's sad when management doesn't follow proper policy as well! My friend doesn't want reimbursement, but merely feels that management should know the policy when running a store.

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11:24 am EDT

Tim Hortons lids, service time, food

You guys need to stop trying to be like mc Donald's everyone likes Tim hortons stuff for what they have, your service in every store is going to [censored] especially with the lack of common sense half the employees don't know how to use and the new lids are just stupid and to much like mc Donald's I could go on for complaints and issues. I've also ordered bacon on a few things a few times and NOT gotten it STOP charging for stuff and not giving people what they PAID FOR

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G
10:44 am EDT

Tim Hortons tim rewards

Hi,

I stopped at a Tim Horton's place on Hwy 400 near Hwy 9, Vaughan, Ontario.

Ordered a coffee and a sandwich. When I gave them the Tim Rewards card they said it is not accepted in here.

Kind of disappointed and don't understand how a company who represents you chose not to accept the card. I find that ignorant . If Tim Horton's allows that (hope not), then the company should have a sign stating their intent. I would have chose not to spend anything in this place and go somewhere else.

Please explain.

Thanks

George

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P
6:41 am EDT

Tim Hortons cleanliness

Well it's 620am, Sunday morning and I am waiting for your store to open.
I can't help but notice that the front doors are filthy... Hand marks, smudges all over them.
Tables are dirty as well as is the floor. Walls are filthy.
Not to mention the constant homeless population just hanging around inside pan handling. This outlet does nothing to control this. They allow them to sit all day, without buying anything. I don't have a problem with this however alot of these folks have bugs... Body Lice, head lice and bed bugs and not to bother cleaning your store makes it more difficult for me, the paying customer to sit and have a cup of coffee.
I asked the staff about cleaning and they said that they don't have time because the owner has cut thier hours.
But the cashier had time to eat this morning... I watched her while waiting for this store to open.
Definately disappointed! Oh and by the way... You need to replace ALL the ripped chairs in there!
Please drop by and tour this place.

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E
10:14 pm EDT
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Tim Hortons length of time to get coffee

I visited this store Saturday evening September 7 5:40pm. I first entered drive thru but after 5 minutes the line didn't move. I went in the store & waited 15 minutes to place order. There was one elderly counter person and one drive thru worker. A worker was in back baking too. This location is very busy due to hockey arena next door with 4 rinks. More staff is necessary. Please provide feedback to store.

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8:26 pm EDT

Tim Hortons creamy chocolate chill

I was very disappointed today with the order I bought. At approximately 4 pm today, ( Saturday, September 7, 2019) I purchased a medium creamy chocolate chill from the Tim Hortons located at 2655 Eglinton Avenue West. To my greatest dismay after taking my order and leaving the store I find a FINGERNAIL in my drink. I am really disgusted by the quality of the order I received. I would not have expected such a professional and well-known franchise such as Tim Hortons to ever serve such a thing. I am unsure of what could compensate for the inconvenience, however, I still want to get my point through

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11:52 am EDT
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Tim Hortons the restaurant

Ive never walked into a more disorganized, poorly ran tims hortons in all my life! The staff was so rude and unorganized, it was unreal! It took 25 minutes to receive our order after it was deleted from the screen and many orders were made before ours! Everyone around seemed to be in the same position complaining they hadnt recieved there food! We had our drinks half gone before we even got our wraps! Then when we did finally recieve our wraps of course one was made wrong! I know its a fast food chain but the lack of friendliness from the staff was unreal, a smile goes along way sometimes!

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L
10:30 am EDT

Tim Hortons veggie sandwich

I ordered the veggie sandwich. We were at an OnRoute in Cambridge and we're already on the road when I opened my sandwich. It came with no tomatoes, no cucumber, barely any cream cheese and browning lettuce. Really disappointed. It's not a complicated sandwich. I was left eating less cream cheese that's put on a bagel, a bit of ranch and a few pieces of lettuce stuck between bread. I can't believe I paid for this!

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R
9:42 am EDT

Tim Hortons manager kee

I just had the most horrible Tim Horton experience of my life due t the rudeness of the store manager, Kee. My family and I went through the drive through to order a number of sandwiches and coffees. Prior to leaving the order window. The gentleman who took our order did not repeat back what we ordered so when we received the food, it was two sandwiches short. I let them know that I would need two breakfast sandwiches and Anna who was very kind began to take my order when Kee the store manager shouted at Anna "we can not take orders at the window" and told us to drive back around. I explained to the manger that the order was not repeated back so I was unaware it was wrong and was not trying to add more at the window. Kee told Anna to shut the window on us that we shouldn't get anything. Anna was kind enough to take our order and make sure we received the sandwiches for our children. We visit Tim Hortons often and have never Had any issues. I will make a point to never visit visit this location until Kee is no longer an employee. Her lack of professionalism upset me and my family. I think on you as leadership to make good on this experience.
Sincerely,
Richard Schneider
[protected]
[protected]@gamail.com

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L
1:36 am EDT

Tim Hortons lg ice capp, pumpkin spice latte, iced coffee, double double coffee

Newer employee, very rude, didn't put lid on ice Capp and handed it out window and into my vehicle. Ice Capp split all over myself along with soaking into centre console and into my seats. When I asked for napkins she handed me 1! Pumpkin spice latte was just a black coffee with barley steamed milk on top. Ice coffee was hot and what was suppose to be double double coffee was just cream!
I believe she was alone in the store or other employee was hiding in the back. I may only be one of your many customers, but I am a regular twice a day customer. I shall not be returning to that specific store. Much needed managerial work is a definite. I have worked in the food and beverage industry for over20 years, if you do something such as spilling on a customer, you should absolutely do everything you can to correct your error and make sure your customer leaves happy or at least feels your remorse! Ignorance seems to be a new trend at timmies. Sad as us Canadians truly use to enjoy you...

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5:32 pm EDT

Tim Hortons timbits coffee everything

Its getting to the point I will not buy any of your products every again and I'm a timmys freak! I go threw drive threw on my way to work wait in line sometimes (most for 20mins half hour) order what I want get to work with just enough time to eat and its completly the wrong thing almost every damn time n I order the same thing every day! They never get my coffee right, ive had idk how many of my free rewards not given to me but taken but your employees n put in there pockets (2.00 for my coffee) not just in penetang either. I asked my husband to go fet our family Tim bits and a coffee 20pk assorted he comes back with a box full of 1 kind and the worsr one at that ( birthday cake!) Not happy at all with this Tim hortons or most for that matter!

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4:25 pm EDT

Tim Hortons tims rewards program not offered or honored.

I am so disappointed that young people who need the financial incentive to pursue their studies are not recognized.

Your store always have long queues, yet the tims reward program is not available to the thousands of students.
Even the staff are disappointed and agreed when i said i would communicate this error.

There is a Starbucks shop recently opened directly opposite to this store and also have a bit of a queue.
Might be a good marketing idea to include this reward program before more customers start defecting to the Starbucks brand.

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4:10 pm EDT

Tim Hortons drive thru

Drive thru was ridiculously slow. A van waited at the window for over 20 minutes while the line up of cars grew and grew. I'm still sitting here waiting as I write this. If the employees at your restaurant cant handle the orders than they should he rrerained or fired. Waiting in a drive thru for half an hour is unacceptable.

Perhaps you need to take a page out of McDonalds book and have designated parking spots for people to wait instead of holding up the 25 people behind them.

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2:53 pm EDT

Tim Hortons service in store

2 coworkers and myself stopped at this location after work nearby at 9:45 pm on Sept. 01, 2019. 2 of us ordered a chicken sandwich and 1 a breakfast sandwich along with tea and coffee. We were told that the dining room closes at 11:00 pm and therefore the food had been thrown out and we could not get what we requested. We were told bagels or doughnuts were our choices. This is ridiculous as there was over an hour yet till the dining room closed. What if we came to the 24 hour drive through at 3:00 am and wanted food? Should food not be served until the dining room actually closes? We work nearby almost every weekend and were happy when this location opened but looks like we will eat elsewhere.

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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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