Tim Hortons
Reviews and Complaints

Very bad service for some of the personnel, kicking cups on the floor, spilling milk just to vent off some nerves, asking again what was ordered even though 1 minutes earlier they got the order.
Not listening to the customer order and asking the same question.
It seems to be a constant trouble to order from the people in the shop, a very lousy behavior when comes to serving customers.

Earlier this evening I stopped at the new location at Frederick St Mall. I ordered two of the chicken sandwiches. They had obviously been sitting for some time, because when I tried to eat them they were cold, hard and dried out. I was terribly disappointed, because I was hungry and I was looking forward to them. I have had them before and was very happy with them, and found them to be very good, something I would definitely order again. But after this experience, I'm not so sure any more. Is it the franchise's policy to keep warmed-over food around until it is sold? It obviously wasn't made to order, because the bag was waiting for me when I got up to the drive-through window. And there was no one else in line, so they were not busy at all. I hope this situation can be remedied. Thank you. Donna Snyder.

I used to be a patron of Tim Hortons, I spent over 170 dollars there a month in coffee and breakfasts Until they went downhill. Now i refuse to go there. Let me explain why...
1) The coffee cup seams break open and the lids leak coffee all over your expensive cloths and vehicle console while your driving. It makes a mess, Ive actually had cups blow out walking back to my vehicle and had to throw the cup and coffee away. LOTS.
2) The breakfast sandwiches keep going up in price, yet, recently ive found that when i order the breakfast sandwich the burger patti is half the thickness it used to be, being as thin as a slice of ham. half the thickness. They don't even taste good now. They should reduce their price if there's a shortage of meat and they cant provide you what you ordered.
3) They don't honor their all day breakfast specials and have literally turned my order down an hr before breakfast was even over saying they are done with breakfast. So following their adds i've driven down and wasted trips only to be turned away.
4) Incomplete orders after charging you for the meal. They will often not stock the amount of food they need and after billing you, make you have to settle for other things you dont even want. "ohhh, sorry were out of hash-browns" (thanks for already charging me for it. I didn't want a donut.
5) Discrimination and lack of training or service - Out of every 7 Tim Hortons employees in any one location there is only one CANADIAN employee and only 1 of 7 people can speak understandable English and 2 of every 5 orders they get wrong or its a big uncomfortable experience trying to explain what you ordered because they don't understand our own language. Its hard to order a meal when the people your ordering from cant even speak your language. Very awkward. I have Canadian friends that work in other coffee shops that are more qualified and speak better english that have applied at Tim Horton's and have been continually turned down. That's discrimination. There outsourcing their labor to get the cheapest labour possible.

I refuse to support this business any longer. Ill start going to the competitors who treat me like a real customer.

It appears you changed your lids for the iced coffee. The old one wasn't great (leaked all over the place) but this one is worse. It smashes the straw to the point you can't enjoy your drink. I tried pushing the flaps down to make room for my straw and I thought for sure I was going to have cuts all over my finger (oooouch-it hurt). While doing this pieces of the plastic broke off into my drink (which of course wasn't prepared properly to begin with)! It's difficult to stir the drink when there is no free movement of the straw. Swirling the cup does very little and only splashes out through the edges and straw hole. May I suggest a domed lid with an open hole for the straw? This might be what you use for your frozen drinks. Thank you.

Hello I am a little annoyed with the rewards card. I have collected the 7 items and didnt get any rewards. I am back at needing 6 AGAIN. I dont know what the deal is but why have a card if you dont actually get any rewards? Weather or not the Tim's i went to scanned it properly or watever but still. I guess I may be more mad then should but I spend the money to get a reward like everyone else who has one.

This is something that happens to me in any Tim Horton's I visit in the Rochester, NY area.

I enter.

There are multiple employees. They buzz around behind the counter in head sets, taking care of drivethrough customers while looking right through me like I don't exist.

It's customer service 101 - you enter a place, and you expect to be greeted promptly and have your order taken when you reach the counter.

It's a slap in the face to enter and be ignored. Not once, but multiple times. Not by one person, but by several. Every time I enter a Tim Hortons.

There are plenty of online articles and rants by others about this.

Is it formal company policy that in-store customers are to be treated as second-rate behind drive-thru customers? Because that's the impression I get, every time.

As an added bonus, I tried submitting the above via their web site, and it wouldn't go through, and no feedback was offered as to why it wouldn't submit!

I live in hope BC. Used the drive through. 3 or 4 minutes to start order. Young lady I've never seen before was not listening for complete sentence/order and interrupted me a few times, displayed some negative attitude. She made me feel uncomfortable by that and tone of voice said to me that I wasn't welcome. I am a regular as I live in the community. At the window while waiting for the interact machine my card was snatched for my hand rather than the usual pass of the card reader. Large coffee and a bran muffin was the order. I parked in the lot to wait for meeting and my muffin was hard and dried. Threw it in the trash and went in to inform. The young man was very pleasant and accommodating to the issue and retrieved a fresh muffin and apologized for the hard muffin given me.
I am considering not using Tim Horton's in Hope, BC and using McDonald's as their service is much quicker than Tim's has been for the last few months. Sorry for the negative feedback. It's the only way to fix the issues that need attention. I owned a food establishment in this community, and never sold inferior products as customers expect quality when paying hard earned money for it.

spoke to cibc visa regarding the free weekend coupon and they stated that it was tim hortons resposibility. called tim horton and they gave me a phone number which turned out to be cibc visa again. was on this phone for 45 minutes as they had no idea what a free weekend coupon looks like and they finally referred me back to tim hortons. first thing they said to go to the bank, then it was not their department even though the monthly emails come from timhorton.com. asked for a supervisor, waited 10 min, came back supervisor was busy, said ok will hold on as i have been waiting nearly an hour now, this went on 3 times with the last time staing the supervisor was in a meeting. respectfully told her she was lying to me and hung up. no results, just pass the buck. went through this several years ago with the same results but finally got someone to help me and got it solved. if somebody has a link or phone number for somebody that is in charge, it would be appreciated

I went into the Forest location yesterday July 7/19 to get snacks for my husband and grandchildren who remained in the vehicle. I bought Timbits, 2 coffee, 4 donuts. My order came to 12.and change. I scanned my rewards card. I got back to the car and realized that I had forgotten to get the chocolate milk for my grandchildren. I returned to the store and asked for chocolate milk. The girl just rang in large, and it came to 5. and some cents. I scanned my rewards card again and the girl said "oh you already scanned your card, you cant use it again for 30 minutes". I said, "Are you kidding, that does not make any sence, they are not much good then if it is not for each purchase" . If my little grandchildren had not been waiting for the chocolate milk, I would have left it there and gone to the grocery store where I could use my air miles card and collect points for everything I buy. Your card should give reward for money spent at your store, each time, not just whenever. If I ever forget something again I will go elsewhere to get it.

Filed a complaint about your rewards department and did not hear back until I contacted the Ads Standards Council. Maybe posting a few hundred of these on your store windows will catch somebodies attention enough to get you people to do your jobs and respond to the people that complain. When I finally did hear from the owner of the store that did not honor the rewards program at the time it was rolled out his attitude was such that he had a similar situation once and just stopped going to that outlet. It must be nice to be able to tell your customers that you do not really need or want their business unless they are completely satisfied. My friends and colleagues will happily post as many of these on as many of your windows as we can and let the people know that your are now serving a very expensive form8 of dog food. The truth always prevails and the truth is that many of your franchises have turned into havens for drugs and the bathrooms have become Canada's newest free injection site.

You finally come out with a fantastic menu item with your French toast sandwich, and you take it away! Same with the Oreo doughnut - you give us something WONDERFUL only to rip it out from under us again and in a very short time! Please reconsider putting those items on the menu permanently, I am not the only person that feels this way.
Thank you for your time.

Hello Tims

The news lids are not acceptable.

I drink my coffee black, the new lid allows too much coffee per "sip" and are too thick to stop the flow properly.
I have burned myself twice already.

I asked for the old lid lid the last time and was told "sorry" that's our new lid.

I'll try one more time to order with a tea lid and if they say no I'm not going back to Tim's!

This tims at 376 Boul Arthur-Sauvé st eustache is disgusting it's filthy the toilets are extremely dirty and the men's urinal has been blocked for over a month I refuse to go in to pee or buy coffee if a inspector was to go in and inspect I'm sure it would be closed down it's making a bad name for tims this has been extremely dirty a year ago when I brought my son to the driving school and now my daughter goes and this tims has gotten wort

July 4th, 2019: I purchased a breakfast order at you Tim Hortons in Penetanguishene, Ontario this morning between 8:30 - 9:00 Am. I ordered the Bacon and Eggs Omelette Bites. Two per order. I paid for them but got them to go. When I opened the box There were two omelettes in there, however one was a Bacon and Eggs little Omelette Bites but the other had no bacon in it and the top was burnt. When I see one of your products on your menu board I expect to get what see not some screw up. The staff who grabbed those two omelettes should never have put that non bacon burnt one in the box That just a total lack of sound training. For the millions of dollars your company makes every year you need to start pulling up your socks. I received no receipt at all from the cashier. My advice to you is "DON'T PUT BURNT AND WRONGLY MAKE PRODUCT IN YOUR ORDERS" Remember this, as a customer I am profit, and you are overhead. Don't ever forget that.