Tim Hortons
Reviews and Complaints

I came in the drive thru, at a tim hortons located on kensington and eggert located in buffalo ny at approximately 11:43 am I ordered a medium triple triple with hazelnut. I proceeded to the window to pay. And the cashier was very nasty. Her attitude was disgusting she practically shoved my coffee at me. And when i asked for napkins she asked me for what you only have a coffee, i said excuse me! And she grabbed a two napkins an dropped them in my car window. Now i drive off taste my coffee the coffee had no cream it was milk with no sugar. I went inside the line was extremely long and when asked to speak to a manager i explained the situation. The manager proceeded to say you people always want something for free! I said who are you people what are you talking about i payed i just want a new coffee the way i ordered. I was asked to leave. I left the store to immediately came home to make a formal complaint.

Thursday October 4 at approximately 4:05 I was excited to enjoy a pumpkin spice latte I ordered it through drive through and as I started to drink it, it was very watery noticed no cream was added and it was very frothy I didn't return it as I was on my way to an appointment. I continued to drink it figuring it would get better and it didn't. The next day I thought ok I am going to try another one but this time at Tim's on Clarke and Huron and it was perfect. Please have this documented and advise the staff at the York Store how to make this specialty coffee as after spending close to $4 I was very unhappy.

October 5 2018 - 930am
I go through the Drive Thru frequently in West Kelowna BC. Every time I feel very rushed when trying to order my food/drinks. Then most of the time when I do get my order something is wrong with it. It makes me think that the times in the drive thru are more important than giving good quality customer service. When I was explaining to the lady at the drive thru window of how I feel rushed every time all she said was "well know what your ordering before" there was no apology or sympathy of how I, a paying customer, felt. Now this happens every time I go through the drive thru. Something else needs to be done to benefit the customers with quality customer service. I go through the Starbucks drive thru and they always go out of their way to make sure they have good customer service. If this keeps happening while going through the Tim Hortons drive thru I will have to take my business elsewhere. Which would be a shame.
For my complaint to be resolved I would like to see better Customer Service.

I purchased a soup w a bun from Tim Hortons in Brighton off hwy 2. Halfway through eating my bun I noticed what appears to be blood on the end of the bun. It looks like the person who cut the bun also cut their hand and didn't notice the blood on the bun. I contacted the store and spoke with the manager Sandra. She was not very helpful, talked over me mostly. She said that they wear gloves when preparing food, to which I replied that you can still cut yourself through gloves. She then offered a refund for the meal. A refund is definately not appropriate for this situation. It's one thing to mess up an order, but when blood appears on my food that is not okay! Many diseases are passed through blood.
After that I contacted head office on the phone. The lady said there would be an investigation and there was nothing else to do. I do not feel comfortable leaving the investigation up to the Brighton store as they don't seem adequate. Nor do I trust them. I will be bringing the ‘evidence' to a local lab to confirm that the ‘blood' on the bun is in fact actually blood. I am hoping to have co-operation with Tim Hortons on this situation.
My name is Katherine Young, my email is: k.young.[protected]@hotmail.com and my number is+[protected]

It may be that I was in a bad mood being 6:30 a.m. and all, but that doesn't negate the fact that I ordered a medium coffee with 2 Splenda and 3 cream and when the lady presented it, the coffee was cold and (as I drove off she snickered). I try to think that she was laughing at a coworker but it seemed a little odd that I parked my car and the girl yelled to the others inside that she parked the car and is walking up... (to the drive thru window)... so I didn't like that either...

When I told her the issue, she said "do you want another one"? I said yes, that's what I ordered... then another of the 5 ladies working there said, oh did you want a LARGE, I said no, I just want what I ordered HOT. I spoke to the manager and he didn't even ask to refund the purchase price, which I didn't expect. I am just not happy with the situation...
I am in a bad mood before coffee, BUT I don't think that was the issue... this happened at the TIm Hortons in Beavercreek OH on Indian Ripple rd on 10/5/2018 at 6:30 a.m. Just providing feedback.

Ordered two sausage, egg and cheese for myself and son in law. When we opened them, already on the highway, there was no egg or cheese on either bisquet. I went in the next day and was told by the supervisor that it wasn't her problem because of different workers. I told her I would put in a complaint, she just shrugged. I believe this was very unprofessional and rude.

On a trip to Calgary on Sept. 24, 2018 we stopped at Tim's in Sicamous, Revelstoke, Golden and Canmore. There were no bars to aid handicapped or elderly/infirm patrons in the washrooms, aside from the fact that were not up to their usual clean standards. In the future we will avoid these restaurants as it makes restroom breaks difficult and uncomfortable.

Given the international stature of Tim's we think that Tim's would've much better advised to invest the funds that were poured into appearance renovations to provide much needed restroom assistance for elderly and or infirm patrons. In fact we thought it was a legal requirement to provide for the handicapped.

It would also be helpful if staff could at least properly pronounce the names of the products in English.

Visited the Tim Hortons in selkirk Manitoba located on Manitoba avenue in selkirk. It was approximately 3:30 pm Thursday afternoon on October 4, 2018. The tables were all dirty - not one clean. The noise coming from behind the counter as the girls giggled and visited with each other was very unprofessional while customers were lined up and waiting for service. The deterioration in the quality of service and cleanliness has become more noticeable in the past year. Please take measures to correct the focus of your employees. The customer should be the first and foremost priority of your business if you plan to succeed. I am a regular visitor to Tim's but am seriously looking for another option.

I have always been a Timmy's fan purchased every cup, ornaments.. hundreds cans of coffee. Bought them as gifts as well. Needless to say go there 3-4 times a day. Eat the food as well. So I have spent more than enough on your items. I feel that I was treated unfairly when it came to warranty. Very pissed about that. I have spent more than enough over the years and should of had mine Replaced.
I have always cleaned my coffee maker with the stick you provide as well as ran vinegar through it several times. My maker was always cleaned regularly as I use it several times a day.
I came across the maker leaking called the tims Line and was told I couldn't have it replaced. I was upset. $200.00 is a lot of money for one.
I started to see if I could fix it myself and this is what I came across after throughly examining the maker. Heard noises as I shook it. This is what I found. I feel that you should be held accountable for not being able to clean it as needed. This will be going on fb as I have a lot of people that would like to see this and know what happens to your maker when not accessible to clean . Your need to revise your product.

As expected when Alberta increased the minimum wage to $15 dollars there was price increases on the Tim Hortons menu. Mostly small and simple increase such as $0.05 for a hot beverages. The problem is that Most of the doughnuts have been reclassified from Classic to Specialty resulting in a $0.20 increase while the prices on the menu board have remained static. No where in the restaurants is there any signage stating that a Chocolate/Maple dipped or Long Johns are no longer considered classic doughnuts.

Over the week I have been in 3 different location and in none of them were the Supervisors or Managers willing to override the register to accommodate the lower displayed price.

Since the Specialty doughnut category was introduce last year the only doughnuts that have been labeled as such are the ones marketed as sport related, such as the Flames and Oilers doughnuts sold in Calgary and Edmonton during Hockey season. Boston Cream and Canadian Maple for example were treated as a specialty but never labeled on the menu or in the display case.

Until correct signage is in place so that the consumer knows what is of each category all items should be priced at the lowest displayed value.

I ordered tea and got coffee. I don't drink coffee so that's a waste of my money and I want a refund. I am a university student and I don't have much money to spare so for me to spend even a few dollars and splurge on a tea is a lot. And of course the one time I do it, it's wrong. That is extremely frustrating and it makes me not even want to go back

I ordered large wrap was not told that when i ordered and ended up getting a small mini wrap. I also ordered 2 sausage breakfast sandwiches and ended up with 3 that i paid for 1 i didn't order or even ask for. I got 2 bagels with. Strawberry cream cheese and an extra large cafe mocha with whipped cream. The lid was not the dome lid i asked for, it was a flat normal coffee lid that when you open it. It shoots whipped cream up through the hole all over the place so i had to get them to change it. Plus i asked for a double cup cause it is usually to hot to hold otherwise and never got that. So the only thing right was the 2 bagels for my daughter.

Hello I was in the Tim Hortons at 643 University Ave Charlottetown Pei at about 6pm. I was being waited on by a very kind girl I believe her name tag said "Malika". What I was getting required the assistance of another associate there. The women that came up I believe was a manager she had a black scarf around her shirt collar. I have never in all he times I've been to a food place seen a staff member be so completely rude to there coworkers as that women that seems to be a manager for you company before. Instead of teaching the girl I believe was "Malika" she used such an attitude that if I worked there I would be writing her up. To think that is how a staff member would be treated if they don't know something is beyond, and cause to let someone know they should never work at the 643 University Ave location. I want to say that in no way was it the first staff members fault but you may want to re think how your manager treats her staff not just in front of a customer. Thank you for you time

I purchase two chicken salad wraps at Toronto airport to consume on my flight. Just prior to boarding I went to take out the wrap and give one to my husband and it had been heated up. Too late to take it back to the kiosk. I specifically asked the cashier which wrap was cold since I did not want to consume it for sometime and she adviced me that the wrap was cold. This could be dangerous . I have attached documentation. See bill and open wrap 2 wraps At 4.89 each plus 13% tax

Numerous locations in Rexdale Ontario can not provide my order the way that I specialify ask which is Large Ice Capp made with chocolate milk most times the machine is not working or no chocolate. Have tried ordering Breakfast but seems that I can't because you have no eggs ! I go through the drive through to order to find out that I can't get it therefore I have to wait in the line so I can leave and maybe try another Tim Hortons. Very unsatisfying because I'm a very loyal customer but may have to take my business elsewhere.

I had a very unpleasant experience in one of your franchises this morning -Located at the corner of Dixie Rd and Aimco @6:45-6:56Am.
I was standing in line, waiting for my morning coffee. The line was pretty long, but I knew this location had 3 cash machines, so I thought they would open up another if need be. Plus the drive thru was much longer. The person that was on the only open register (as I said there are three) was obviously having a very difficult time trying input orders and get them out efficiently. A woman working the drive thru said "wow look at the line up now" and the two employees had a laugh at this poor cashiers expense-who was on his own. I stood in line for 10 minutes until I was finally next in line (still only one cash open). At this point, I made eye contact with a gentleman that from what I could see, all he was doing was keeping an eye on the coffee pots- He was literally doing nothing.

I motioned to him that I'd like to be served. He moved over about 4 steps and stood behind the cash. I placed my order and asked
"Why is there no one helping the guy who is clearly having trouble."
His response was "He's in training."
I said "And you put him on the morning rush all by himself?"
He said "This is not the morning, it's the midnight shift"
I said "This is the morning and he needs help, or doesn't anybody care?"
No response.
So, I received my order and said "So, you just don't care?" And he gave me a thumbs up.

His name tag said "Mohamed"

I was not impressed with this, or any of his other responses. I was really not impressed with how the drive thru employees were literally laughing at how many customers were piling up. No one came to this poor guys aide, in the time I was there. He's in training, and the others obviously know this. There should be someone along side him, or at the very least, another cash open to help eleviate the back up, as people in training do generally take a little longer and occasionally make mistakes. That's why they call it training.

Thank you kindly, for taking the time to read this.

Where do i start?..Tim Hortons in Brampton and in vaughan ..i always get my dark roast double double...but latley its been horrible, my coffee was brunt all the sugar was at the bottom cause they didnt want to stir it cause they are on time limit, the coffee lids are aweful. Always spilling, and on top of that when i place my order through drive thru or in store I have to repeat myself 4 times AND ALSO they have their hand out for the money like i just got to the window give me a second to find my money..its time for tim hortons to hire some people who knows how to speak proper english and knows how to make the right order, when i call customer service they never pick up .TIM HORTONS YOU GUYS ARE GETTING WORSE AND WORSE BY EACH DAY...U LOST YOURSELF A CUSTOMER

I am at the Tim Hortons at my college campus. I order a croissant heated with butter and a caramel ice coffee Mae with milk and extra ice and a chocolate glazed donut. I got the croissant and donut in the same bag ? Then the croissant didn't have butter and wasn't heated so I asked and they ripped the bag from my hands and rolled their eyes then continued to put butter on it and didn't even heat it. Then they gave me my ice coffee and it was vanilla not caramel so I said I asked for caramel, and who looked like the manager says "can I just add the caramel to it?" rather then giving me a new ice coffee made RIGHT. Then the ice coffee was wrong again and I left so fed up with the customer service and my order being made wrong every time.

Slow service, rude service, coffee is NEVER RIGHT! I order my coffee the same way EVERYDAY but do I get my coffee the same way everyday...NO! Managers have told me that the cream/sugar machines are calibrated so if you ask for 1 cream the press it once and that's it BUT that's NOT TRU. If that were true my coffee would come out tje same every time. So ANNOYED AT WAISTING MY MONEY FOR DISGUSTING WHITE COFFEE. When I complain they give me an attitude which of course makes me want to find another location. I have chamged my location 5 time already and I think I've jad ENOUGH! I AM A LOYAL DAILY CUSTOMER BUT I AM MO LONGER A HAPPY LOYAL CUSTOMER AND WILL SPEND MY MONEY ELSEWHERE SINCE YOUR TRAINING PROGRAM SUCKS AND TIM HORTONS WILL HIRE ANYONE WHO HAS NO KNOWLEDGE OF GOOD COFFEE. VERY DISPLEASED

Tim Horton that located at Fleming College is not serving Adequate amount of coffee as per the cup. They are filling only half cup coffee. I have notice this issue so many times and thought it was by mistake but this issue I face every time I went there. Even for the Iced Capped Coffee they are not adding enough Creme in it and they are not serving customer well.