Tim Hortons
Reviews and Complaints

I bought the New Chipotle Steak Sandwich Meal today. It comes with a sandwich, potato wedges, and medium coffee for $8.79. Under their combo heading they offer substitutions of the drinks, and the sides. I substituted water for coffee, soup for the potato wedges. They charged me for the Soup $1.50. But in a true substitution there should not be a charge because the wedges were $1.99, .49 cents difference. So the cost of the wedges is already in the price of the $8.79 and if I substitute it then the most that they should be charging me is .49. I don't understand how they can get away with doing this. I called head office and spoke with a Sr. Customer Service Rep who told me that was what the industry standard was. That he could not do anything for me today. By the time I made inquires and finally left my sandwich was cold. I believe in customer service. I will take my business elsewhere.

Apparently their Head Office has instructed staff to not cut the sandwiches in half as it takes up too much time. Was told if wanted sandwiches sliced in 2 to ask for it. I ask for this every time I go and every time this is never done (too late to complain as it is at the drive thru and I'm down the highway by the time it's discovered. Very frustrating. Also, I cannot find anywhere on their website to contact them about this. There are all sorts of forms but there is nothing general, like my concern about cutting sandwiches in two, their forms are for a specific restaurant, specific time, specific experience ...

I ordered a hot chocolate and when I tasted it, it tasted like dirty hot water. I went to the employee nicely and said I'm sorry to bother you but it doesn't taste good. She heard me and walked away, I thought she was going to made me a new one and I waited for a couple of minutes until I had to leave for work. She didn't even bother to stop me and let me know if she was going to made me a new one. I ended up throwing the whole drink out

Hi,
I was at a Tim Hortons in Montréal today and I ordered a hot chocolate. I tried some and it tasted like gross water, so I went back and asked politely for them to make me a new one. I was running late for work and the employees saw me standing there and I asked them if I can have a new one, they did not respond. I ended up leaving because they did not get back to me regarding a new drink. My hot chocolate ended up in the garbage because it did not taste good. Really a bad experience.

This is Anthony zelinsky I went to the Tim Hortons on Niagara falls Blvd in Niagara falls NY and when I proceeded to bite into my Tim bit I had a 6 inch hair from a females head in my Tim bite which totally grossed me out and on top of that my coffee was barely warm I would like Tim Hortons head office to be aware of this because this is not the first time this has happened.

I was in Orillia and I always get your crispy Sandwhich, I ordered once again your Crispy Chicken and the lady asked me if I wanted mild or spicy? Found that very odd since no one has ever asked me this question on the previous orders. I requested Mild cuz I can't eat spicy food due to my allergies.

I picked my order and on my way to Barrie I started eating my lunch and I took one bite to taste how hot the chicken was.

My sister called the store and the manager said that they only make one kind of crispy chicken and that we must have gotten the restaurant mixed up. He also mentioned that they have spicy chicken in their store. Then he asked us to go back to the store to show him the Sandwhich . He expected us to go back to orrilia while I am chocking and sick due to my allergies. I need a resolution . And I need this matter handled because this is very serious this can happen to other people and they may not be as lucky as I was . Allergies are a big deal. And for the manager to say that they don't carry spicy chicken? Please look at the pictures of the crispy chicken and I want my money back. And teach your manager that this issue could have been easily resolved with a lawyer due to his attitude calling us liars in other words. I want a letter of apology from the store manager and my refund for my Sandwhich. It's not about money is about respect and principle and liability . The incident took place on Dec 3rd at 1:30 pm at the store across from Boston pizza in Orillia . If I wanted spicy chicken I would go to Popeye's.

I would like to make a complaint of the Tim Hortons going South on the 400 just north of wonderland.I have many bad experiences there with service .Never please or thankyou or service with a smile.I have also said thankyou always never a responce back.I find it very rude there and also have heard a lot of my friends comment on that same Tim Hortons.If I sense the same rude behavior will stop going there moving forward .I have a company that has employees and will tell them the same and will stop going there also.

Thanks
Steve Taylor

Location at 1610 walden ave, Cheektowaga, NY 14225.It is on Sunday 3rd December, 2017 around 11: 30 pm to midnight I order small coffee with half sugar on it, but intentionally she put lots of sugar on it. I order every night same place almost same time and she already knows what I did order. When i came back for replace the new coffee she was very rude with me and shut the window. It is not that night most of the night when she worked she did same think. It incident not only for me most of our friends and neighbour complain same thing about her.
So please check the video for incident and find out.

Monday November 27th around 11:40 or 11:45 am was at the (Tim Hortons tops Friendly grocery supermarket) New York Buffalo Seneca Street where purchased a muffin and I grab a seat connect to my laptop using the free Wi-Fi had my phone n GPS on my laptop on the table... Before I know it a police officer came in the Tim Hortons started to question me my about my vehicle I asked him that I park in a wrong spot or have I been given a ticket . He did ask me to take a walk with him to his cop car also forced me to leave the
Tim Hortons an enter his cop vehicle where he take me for a ride and interrogate investigate wrongfully for well over an hour did not have any rights reasons given to me whatsoever also have my personal belongings taken away from me without any explanation. Not Even a phone call to my family only thing I could think of a Tim Hortons worker in Tim Horton's most likely called the cop on me wrongfully I'm Canadian citizen that visit this area often as I have family live right around the corner I also spend a lot of money shopping in Buffalo I'm a family man o
And a law-abiding respectable citizen with no criminal record or offense whatsoever in Canada or USA. Note are you then returned back to the same spot he pick me up or after midnight charges or tickets or reason..

I arrived at the drive thru at 5:05 2 other cats were pulled up to the window waiting already. A boy said I will be with you in just a minute after waiting 15 minutes I said hello a girl then came on and said just a minute there's only 2 of us I said it's been 15 minutes already she said well you can go somewhere else if you don't like it . I said I would but I can't get out of the damn driveway nobody is moving they finally handed a coffee out the window to the first car after about 5 minutes they handed a soda out to the second car the employee(girl) exchange some not so nice words with that customer she drive off and they her soda out the window yelling I pulled out without ordering we were there 3 times a day faithfully we get 500 in gift cards yearly for different accasions no more. I work for the city and we ordered from there large orders quite frequently but will no longer I am in customers relatiins and have never heard of an employee talk to a customer let alone 3 customers in a row They would no longer have a job if I did. I do not know what has happened to this franchise lately they have been out of all cups twice in the past week. I will never stop at this franchise again. And I will make sure nobody I know does either.

Please help fix this Tim Hortons as there's nothing but complaints from this location. I go there every morning for my coffee and sometimes there's a 30 wait in the drive through. If you choose to go inside there's 1person serving the customers and they're always understaffed. This isn't the first time our community has talked about how the service is at that location. I do believe it's a managerial problem and it needs to be fixed.

Thank you.
Keith Bayer
2601 Stallion.
Saint lazare, Qc.
J7t2e4

I purchased a Tim Horton's Home Brewer coffee machine on October 27th, 2017, at Winchester, Ontario - where I purchase coffee on a daily basis on my 5-day/week commute into Ottawa, as my husband does as well, from Williamsburg, Ontario, where we reside. After trying this machine a few times at home, I noticed that there was a leak - water on the counter underneath the machine. I repackaged the Home Brewer in it's original box and I went into the store in Winchester, Ontario, to exchange it with my receipt in hand. I was told to contact Benn, ship it back and I would get a new one sent to me, that the policy was that they could not replace it.
This is unacceptable customer relations. My husband the following day went in to discuss this terrible service, and was told the same thing, to ship it back. I took the Home brewer into Ottawa at another Tim Horton's and they told me the same thing.
My husband is vehemently opposed to being given the inconvenience of having to ship the home brewer to Bunn and asked me to contact Tim Horton's Head Office.
I spoke to Tim Horton's Head Office who informed me that the store where I bought the machine should replace it for the first year after purchase, and then after that time, it is returned to Bunn. Tim Horton's head office agreed to contact the store manager and inform him that he should in fact replace my home brewer with the receipt dated October 27th, 2017. Yesterday, November 29th, I received a call from the Tim Horton's manager in Winchester, Ontario and he informed me that his staff had misunderstood the store policy - could I bring in the machine in the morning, he would contact Bunn himself and assured me he would get me the replacement. This morning, November 30th, he calls me to tell me that if I contact Bunn, they will ship me a new home brewer to my residence. I am to pick up the machine from his store today, on my way home. I called Bunn, and they want me now to cut the cord, and mail that back to them and once they receive it, they will definitely ship me a new machine. They at Bunn also said that depending on the manager, they sometimes have to go this route, but most Tim Hortons will replace the machine, with a valid receipt at the same location where it is bought. I am really upset at this lack of customer relations from Tim Horton's Winchester, and I believe the Winchester Tim Horton's should simply replace my machine, and deal with sending back the cord. I am certain that my husband will not agree to my sending in a cord and dealing directly with Bunn. He and I both feel that the store where we bought it - should simply replace it and apologize for the fact that we have been out of a coffee maker at home for more than a month now. I need assistance in getting the new machine from Tim Horton's in Winchester. They now have the machine, and the receipt. Please contact me today, at my already submitted cell number, my name is Patricia McIntyre. My email is [protected]@gmail.com
Hoping this gets resolved today,
yours truly,

Hello

I was served today, November 28th, 2017 at around 11 am a wrap that contained a piece of beef that a part of it was as hard as stone (I guess it was microwaved). It was the Tim Hortons outlet at 140 Promenade du Portage in Hull (Gatineau).

It broke my front tooth as an object (probably some part of the microwaved meet) crunched it. I went to see the Manager of Tim Hortons to warn her not to serve this item to another customer but she was on her break at around 11:38 am. I also put into an envelope some pieces of the meat that was black and hard so that she can observe them and I wrote a letter describing the situation and I left it with the team so that nobody else is served something so dangerous. I talked to the person that prepared the wrap and she told me that it is "pretty crunchy" and she was not surprised something like that could happen. The Manager was on her break and I could not talk to her directly. It is now 5 pm and nobody was in touch with me about the incident or to inquire. I am still under a shock this has happened to me.

I went to see my dentist in Ottawa at 2 pm today as I was able to get an emergency appointment to see if the front tooth could be somehow saved. My dentist, Dr. Hum, glued the tooth to the adjacent teeth and I was told that the only option was to have an implant or replace this tooth as it was damaged to the point it could not be saved. It will take a lot of time (6 months) and more than 3, 000 CAD to replace the tooth with an artificial one as the original tooth cannot be saved. Since this is a front tooth, I need to wear some special denture (flipper). I cannot tell you how disappointed I am and I believe I should be compensated for the replacement of the tooth and the time I missed from work at a minimum.

I believe that what is served in a fast food place should not be breaking teeth and cause damages of this nature!

Very disappointed customer!
Olga

Thank you.

I had a very disappointing moment at tim hortons in the Royal Columbian Hospital the other night. I arrived to find that they do not accept tims cards, so I needed to pay with debit, I asked for a bagel and cream cheese. They only had one type of bagel which was in an open bag on a metal shelf 6 inches from the (hospital!) floor. They toasted it, then gave it to me in a bag with one small package of cream cheese. This package didn't come close to covering the bagel, and was about 1/6th of the amount that I am used to getting on a bagel from tim hortons. It felt as if I was at a kids roadside stand with the name tim hortons on it. Extremely unimpressed

I applied for midnights at tim hortons in chatham they issued me 3 uniforms after working their 3 days the way i was treated was unbelievable actually traumatizing for the most part so i quit my job at tim hortons and i waited 2 weeks for my paycheck to be deposited into my account .. Well i never got paid . instead i got a pay stub for the $168.45. I earned that had the same amount of deductions as i made and they were for used uniforms i had givin to me with broken buttons im very shocked at the way your franchise treats people its ignorant

This happend at the Napanee On Route location, but it has happend to me several times in the past, at various Tim's. I'm at the front of the line and people manning the tills/taking orders are having a conversation about there lives outside of work, it takes a minute for the cashier to realize I'm standing there, I submit my order of a large reg coffee, a honey cruller and a Farmer's sausage wrap. She recites it back to me correctly, after I get on the road I realize they gave me just a plain sausage egg wrap, without the farmer's sauce or the hash brown, it was still good but not what I had ordered even though the lady recited it back to me, so I paid extra for something I didn't receive, which may have been lost in translation between her and her friend about the party they went to or what not, I'm not sure . But the cashier personally got my doughnut, who recited it back as a honey cruller.. But again on the road I discovered it was a honey dip, which I'm not a fan of. I love Tim Horton's, the food is great 90% of the time, I rarely have complaints about the locations, or the food... But service is sometimes not taken seriously by the staff... I'm not saying that's the case all the time, some locations are amazing but obviously it's happened enough times that I've decided to take time out of my day to write this dumb message to you so you know that service isn't where it should be... And you probably already know that and are trying to get a handle on it anyway, so I won't waste anymore of your time, but thanks for reading. Phil

I've been going to the Tim Horton's at the corner of Rutherford Rd. and Queen St. because it is the only Tim's location that I pass going home from work. On many occasions the order is taken at the speaker, repeated correctly at the speaker, and when I get to the window, pay and take my order, and drive away, only to notice that the order is wrong. I have to pull a U-turn in that curb covered parking lot, and go through the drive through again. This has happened 2 out of 5 times, since I started going there, and that is unacceptable. Not only that, on one of the last incidents, the lady at the drive thru was very unprofessional, and she was laughing at me, like I was joking with her. I also asked her to call the manager, she continued laughing and then said there was no manager. Hard to believe! There is always someone in charge. A supervisor ended up coming to the window. I wasn't even offered a free coffee, until I asked. One more chance today...November 26, 2017. My order was 2 medium coffees, Double Double with milk. 1 Medium coffee with 3 milks, and a medium iced coffee. I received an iced coffee, minus the coffee because it looked like cream with ice. Medium double double with cream, 1 medium with 3 cream, and 1 Medium with 2 milk. THAT WAS NOT WHAT I ORDERED! I still don't understand why they repeat it right at the speaker and turn around and forget. Me and my family have been customers of Tim Horton's since we can remember and its sad to say that because of that locations TERRIBLE service, I cross the street to Mc. Donald's now to get my coffee, which was never my preference. I hope you value your customers enough to look into this matter.

Signed

A very unhappy Customer!

Last week I went into the Tim Hortons on Dundas St. In Belleville my order came to $31 and change. We ordered a cookie, a bottle of Pepsi, a small hot chocolate, a donut and 2 turkey bacon club sandwich combos with chilli. I get home and start feeding the chili to my daughter as well as myself. When I was about to put a spoonful in my daughters mouth I found a very large hard piece of green plastic on the spoon. I immediately took pictures of this and called the store to inform them. They replaced my meal. I called head office and reported this and nothing has yet to be done nor have I been contacted back. My daughter or I could have chocked or broken our teeth. Now Tim Hortons this has been happening a lot and my husband and I are frequent daily users at least 4 times a day. How are you going to solve this?

Horrible coffee Rude service.. My friends and I went into a Tim Hortons in oakville in the superstore on hays blvd we bought the coffee and went home to drink it. It was the worst coffee ever burnt and rude service. I called the store. And a woman answered She insisted it was fine after I said the coffee served was burnt then she hung up rude service on apology or anything big disappointment! Not going there anymore!

On 22/11/17, my fiancé and I went to our local Tim Hortons (338 King Street West, Oshawa), as we do every night
We went through the drive thru and order:
- A medium double double
- A medium steeped tea, 2 milk 1 sugar
Took my first sip, felt something solid in my mouth and spit out something that looked like a brownish/black scab from a cut.
It was absolutely disgusting. I never had an issue with this location but this was definitely a deal breaker.