Tim Hortons
Reviews and Complaints

I am a long time, very regular customer of Tim Hortons. I recently purchased 2 of your mugs, one grey, and one marked 1964. Both come with plastic lids which are inserted into the cups. No disrespect, but what a stupid idea. Were these mugs ever tested? I got burned with one, though luckily not bad, and wrecked a jacket. And the other spilled on my car seat. I have many of your mugs, and thermoses and enjoy them all but these. You should stop selling these mugs, and try to offer replacement lids for those already purchased. I look forward to your response.
Respectfully,
Kevin Hogan

August 8, 2017

Attention: Head office complaints department,
I am writing you this email as a long-time customer of Tim Hortons, and, as a frequent user/customer of the drive through. On 2017-06-26th while utilizing the drive through at 7311 Pin Oak Dr.  NFO . L2E-6S5,  I experienced minor damage to my vehicle while navigating the drive through lane.
To be clear I was driving my personal pickup truck (which is in itself a tight maneuver due to the limited width of the drive through lanes) I heard a scraping sound while negotiating a curve. I of course, was initially embarrassed and did nothing hoping no one noticed. However upon stopping to inspect the nature of the scraping sound, noted some minor damage to the lower half of my passenger door (picture attached) I returned to the drive through and noted a rock was in the landscaping bordering the drive through and was in fact protruding into the lane. Initially I spoke to the staff but they said there was nothing they could do so I left. A few days later upon my return [protected]), I saw that the same rock had been removed and there was pylon’s and tape in position to assist drivers navigate this same corner. I was left thinking that had these same precautions been in place just 2 days earlier I would not have experienced this damage.
As time permits I have had the damage assessed and now bring this to your attention as the cost is not “minor” at all. As a reputable business of high ethical and moral standings I request your assistance in repairing my vehicle. The fact the rock was removed and traffic cones replacing it, serves as an admission that it was in fact a hazard and so as to prevent further incidents such as mine, it was removed. At this point I am hoping this can be resolved between “us” but should you dismiss my concerns without action, I will be forced to seek legal counsel.
I can be reached for further details or to discuss repairs. (photo attached)

Sincerely,
Rosemary Muraco

11684 Sodom Road
Niagara Falls, ON
L2G 0T2
[protected] cell
[protected] Res.

Aug 7, 2017
Promenade Mall, Thornhill

Went to ask for employment application. First gave look to gentleman and asked how old is he? When she heard 60, her response was we are not hiring at this location because he is 60. I asked if there is barrier at Tim Hortons? When I called head office, head office lady said They do not have anything to do with this kind of behavior. this is totally up to Restaurant owner.

This man is full of energy and walks up to 6km every single day. Tim Hortons should put age limit when putting up hiring sign.

We went through the Tim Horton's drive thru at the Hwy 7A Port Perry location on Saturday August 4th around 7:15am and ordered three breakfast sandwiches, hash browns and coffee which came to $22.79. We drove away with our purchase and several miles down the road opened our breakfasts. My husbands sausage croissant sandwich was burnt almost beyond recognition! Where is pride in our work? How could anyone serve something like that. Since we were under time constraints we could not turn around. Coffee was lukewarm and the BELT did not have a tomato, had 3 scraggly pieces of bacon and a dark green slimy thing which we think was suppose to be lettuce. We live in Port Perry and go in to this location for coffee which can take 20 minutes to get. My husband was behind a woman in line recently who said she was from Tim Horton's head office who could not believe how slow the service was even though there were 14 employees. Whoever has this franchise should have it withdrawn. Turns me off all Tim Hortons. We will have to find somewhere else to go.

Warren pa 16365 has the worst service and messing up orders left and right. Get my ice capp with crap all over the lid, old cold hash browns and a cold sausage biscuit... My boyfriend orders dark toast and they can't even get that right ...its either old or not right one. We been going there every day past yr and past month its Hetti g worse and worse... Very disappointed... I'm not even a reg coffee drinker I got addicted to ice capps living in NY ... Tim Horton's was o my place we will go... But after today NO MORE...😡

This timmys is the worst place for service We go there every work day It always takes forever just to get a coffee They continually fill the cups too full or don't put the lids on properly The one day they handed it to us and spilled all over our car and my husband Went there tonight and three of them having break outside leaving just the one poor fellow serving drive through and counter You need to get some properly trained people in there

I was shorted money on my Tim's Card.
I few months ago I bought a Raspberry Lemonade with my $5.00 Tim's Card.
Last month I went to use my Tim's Card again and they told there was no money left on my card. I only bought 1 Lemonade there is no way that I used the rest of of it for anything else but the 1 Lemonade I bought.
I want the missing money to go back on my card. You shorted me the money. It was not my fault it was was yours.
Jenine Tepsa
You can contact me at [protected]@live.com

I have travelled across the East Coast and West Coast, during our travels we found every Tim Horton's and marked it on our map. Needless to say I have been your loyal customer for 25 year.

In the past year my decaf tastes like water and milk. 6 months ago I had to switch to regular coffee hoping the coffee doesn't taste watery. Now not only did I have to switch to dark roast which tastes like burnt coffee but you are now charging more for it. I order a coffee 6 days a week and usually add a bagel or something for breakfast.

yesterday I went a minute out of my way and tried McDonalds which everyone at work said was better... they were right. Sorry Timmy your coffee has gone down hill and your prices uphill. My business is going elsewhere aka McDonalds.

FYI when you raise prices you should improve the quality to keep your loyal customer, not steer them away.

Hello
I was at Tim Horton's yesterday trying to redeem my free latte from the roll up the rim. I tried to order an iced latte but the associate told me I could only use the voucher for a hot beverage. Nowhere on the voucher did it specify hot or cold. In addition, I commented that the prices for the latte were the same regardless of the temperate of the latte and was told "I don't want to get in trouble so you can only get a hot latte".
That is ridiculous. It was the same price and the same product only a different temperature. NOt sure why the associate couldn't just go as someone with more authority to authorize my order. I didn't have time to stay and ask to speak to a manager.

There is a Tim Horton's that I go do everyday.
There is a lady that works at cash everyday in EDMONTON on 97 (Castledowns area) This lady collects tip on her own. She never gives me my exact change and sometimes when I give her MORE money to test it out she ends up saying its not enough. This is the 4th time it has happened to me in a week, I can only imagine how many others she is stealing from. I think this lady maybe Filipino. SHE is always on cash! Very fishy about it, I never said anything until I just had enough because it happened again with the same lady YESTERDAY.

I'm not usually one to complain but I was into the Florenceville-bristol, nb Tim Hortons and I couldn't help but notice one of the in-training employees was doing absolutely nothing but standing there with another in-training employee named Susan (who I may add was the sweetest lady and did an excellent job!) But my complaint is about the one just standing there, she stood there while Susan made 20, 20 COFFEES! all by herself, didn't move not one finger to help this elderly lady. Also if Tim Hortons was to give out prizes to the slowest store, it would be their store that wins on many different occasions. I highly suggest you send the Manager of Perth-Andover, nb store, Melissa Hamilton, to go train them to be faster and to not just stand around doing nothing. Thank you.

We visited the TH location at the 152d St. Surrey across Guildford Town Center on July 28th, 2017 between 7:45-8 am. We both ordered a bagel toasted with butter and jam to go. We had to go inside the restaurant since there's no drive thru on this location. They gave us a BURNT bagel with the jam on the side. This is not the 1st time I ordered this and specifically asked them to apply the jam on it and they won't do it simply because they want to finish with a customer as soon as possible and meet their GOAL of serving a customer within 30 seconds. When the product is of poor quality(BURNT) - why give it to customers? We didn't have the time to ask them to give another one because of the rush. That is the reason why we wanted it also "to go order". Jam is not applied...how can a person driving be able to apply the jam while driving? Lots of people are in a rush and order from a drive thru due to this reason. (And I know some will say, why not plan ahead and start earlier so there will be no rush - there are times we can't avoid these situations like everybody else). The point here is that QUALITY OF SERVICE AND PRODUCT QUALITY should be one of their priorities. Would you like getting a substandard product for the price you pay?

Address : Tim hortons, chothrams ground floor, D.E.C Towers, dubai marina promenade, Dubai ( UAE )

I ordered cappuccino coffee two times...Both the times it was so bad that I had to throw it...The worst tim hortons coffee ever...It was not even coffee. ...It was something else. ... It was so bad that I will not visit to this branch of tim hortons ever... Please take immediate action...

I searched your web info and was pleasantly surprised to read of your commitment to Fair Trade coffee. But, I am wondering why you keep it secret.

I have never seen a clue about this at any of your shops around Buffalo NY and I visit several of them and quite frequently. Your coffee is very good (especially the dark roast) but I always chastised myself for going there because I assumed that you were NOT fair trade. WHY NOT PROCLAIM IT?
Please advise...Leo Reiter

Location: 1445 Main St W, Hamilton, ON. Incident occurred around 11:55 AM on Jul 27, 2017. I ordered a coffee then pulled up to the drive thru window in a small car. I took out my debit card to pay and reached out of the window. I am a short girl. I saw the employee, a middle aged white platinum blonde woman (unfortunately, I was unable to get names) hold out the debit machine and realized right away that I was not going to be able reach it by HALF AN INCH. Right away, I strain myself and maximize my reach and with a smile on making eye contact, I say "I'm sorry, I pulled up a little too far, could you reach out a bit more?" I made eye contact, saw her stone cold hostile face, and still I apologized for HER inconvenience (to do her job?) and then did not see the next act coming. Without hesitation, she says in the most mocking and condescending tone (which I cannot emphasize enough), "Can you come out of your car?" I was honestly baffled. I stared at her with my arm still out holding the debit card. This led me to respond, with caution, "You want me to GET OUT of my car in the middle of a DRIVE THRU?" Then she says YES. I honestly could not believe what was happening, and from what did this transpire? I was anything but a hostile customer. I was baffled. For a few seconds we just stared at each other, because I honestly did not know how to respond to this situation that did not make any sense. The only way anyone could make sense of it was to watch it transpire and see the power trip this woman was on, the superiority complex. I finally say, can you reach out a bit more, and she says "no, I have arthritis" (on the spot excuse tone), but now I did not hesitate, and I say, "okay no problem can you get one of your coworkers to help you out" (there were at least 4 other workers in there listening to what was happening, one woman in the back peered out at this point, made a face at me and walked away). Now, she says "no, you need to reach out." At this point I asked for her manager. To which she hesitated and then reluctantly called over a girl much younger than her. There was hesitation then this girl comes to the window looking like she is ready to deal with and get rid of a nasty customer. I first ask her are you the manager? The girl says no, she is the supervisor at this time. Right away you can tell that this girl only came out to support her coworker, and not to resolve an issue. Seeing this, my anxiety started up. But I started off by telling her the most important thing, which is that the employee asked me to come out of the car. As soon as I tell her this, the employee says from the side "No I never said that." I looked at her in disbelief and then at her supervisor and said "Oh my god, I wish there was a camera recording right now because this woman is lying." Then the employee says "I said to reach out of your car." Unbelievable. I look at her supervisor and tell her "listen, I don't want you to think, there was a misunderstanding here. There was NO misunderstanding. Look at her right now, look at her condescending face. She told me to come out of my car. Then when the argument progressed, she said she had arthritis, I told her to get her coworkers to help, which she denied and THEN when the argument progressively got worse she told me to reach out of the car." I was trembling in the car now and the supervisor could see it too. So the supervisor, says "I'm sorry, there seems to be a miscommunication" To which I respond, "no there was no miscommunication" and the supervisor cuts me off and says "what I mean by miscommunication is that I did not hear what she (the employee) said and what you said. So it is your word against hers." I could not be in more disbelief because first, all the workers in there heard what was going on, and second, the supervisor was trying to think on her feet and be diplomatic but that is not what a miscommunication is. But I guess people can manipulate words to benefit their cause regardless of context, especially in a workplace that has no fear of repercussions or consequences. A corrupt environment where workers are in solidarity to promote deplorable behaviour and customer service. This wasn't the first time I've had a hostile experience with this particular employee, as I was a regular customer at this location. She has a nasty attitude about her. Also, she should not be working at a post that interferes with her health.

I get the fact that we live in Iqaluit, Nunavut, and it is remote and businesses must plan in advance for their shipping needs. I am a multi-time a day customer visiting the Tim Horton's outlets here in Iqaluit at least 3 times every day. Often there is a sign up saying no cream, or no sugar blaming logistical issues. Today on my visit there was a sign saying no cream and no milk. Our only option was to drink black coffee. Not my choice. The Tim Horton's are dirty, don't dear to go into the bathroom at the main outlet as it is very dirty, and fixtures are broken. I can look past this, but no cream and no milk, that is too much, and it seems to be the norm now, as almost every day there is a sign up saying out of milk or cream. I know for a fact they are making lots of money, maybe they could buy some extra milk and cream?

Good morning,

I am complaining about Tim Horton's branch at Morning Side and Sheppard Ave, Scarborough Ontario. This is the 5th time they have mixed up my order. I ordered through drive through and they missed two items. Before I use to go back but they treated me as if I am liar and they are rude. This time, I paid once and then they said payment did not go through. So I paid again. I think they made me paid for the car behind me. One of the worst branch in customer service.

Akhtar

On July 1st 2017 around 6:45pm I entered the Tim Hortons located at 615 Macleod Trail SE Calgary T2B4T8 .It was busy I understand that but the employees were more louder then the customers and the worst Tim Horton's ever seen by me .I ordered a dark roast coffee double double and a chocolate glazed donut, For sure the coffee was not dark roast and the cream in the coffee was more then expected .The colour of the coffee was weird and on top of that the coffee was cold. The donut must have chocolate glaze but it was half chocolate and half plain. I had same experience last year and I didn't want to go this year but my son is on ASD and he had tantrums.
I hope Tim Hortons will maintain their reputation and make sure this location serves Tim Horton's quality and train their staff properly.

07/26/17
tim hortons annacis island
I stop at many Tim Hortons . I must say its time to look for a new place to get my coffee and breakfast from. I live in surrey BC . I drive pass 4 location on my way to work . I leave for work at 6 am the location i drive past 3 of them open at 5 am . I have stopped going to them they never have any donuts muffins ready. how can you run a place that serves donuts and muffin and do not open there doors ready to serve people .Thats like a bakery with no bread.
Now the other two the customer service is so bad. its all about pushing people through as fast as they can that out of 5 day work day in the the last week they got my order wrong 3 times. I work hard for my money and i don't ask for much all i would like is what i order . twice this week i asked for sausage biscuit with cheese no egg. well twice i have gotten egg . I can not eat that. Well today was the last straw i asked for a bagel tosted . wow they stuck it in a panini press . I so tiered of waisting my money on a company that just don't care

I will not ever buy coffee from Tim Hortons for the simple fact that you guys do not carry soy milk or Lactaid free milk. I am lactose intolerant and find that it is crazy that you would not carry these items for people like me. I'm sure you lose a lot of business because of this just letting you know how I feel and I'm sure many others. I hope you would soon fix this issue as I would like to start buying my coffee from you again. Thank you