Tim Hortons
Reviews and Complaints

I went to the tim hortons on Kipling avenue and I got the worst customer service from a lady named Kanan. She was rude, disrespectful and seemed like she hated her job. I recommend you send a mystery shopper to that location as I will not be going back to that location. Her excuse for the terrible customer service was that there was a shortage of staff. When I pointed out her bad attitude she continued to disrespect me infront of my children. Terrible experience.

I purchased a large DECAFE coffee this morning, like I do every morning. I went to take my last sips and I got a mouthful of coffee grounds that I had to spit out in front of my coworkers. This was a very unpleasant experience and embarrassing to say the least. I just want to make you aware and any feedback would be appreciated as this is very unacceptable as I am a paying loyal customer. I expect that the coffeee I am purchasing is what I expect. As well, I drink DECAFE and there have been multiple times where I have been given regular coffee instead of DECAFE and then I am unable to drink it because it almost instantly kicks in a vertigo spell. There was one instance where I did not realize it was regular coffee and I finished the whole thing and my vertigo attack was so bad I was unable to drive my vehicle. Please ensure that your employees are aware of the importance of ensuring that they are giving DECAFE cofeee when requested as some people have health issues where having regular coffee can have serious effects.

Yesterday I ordered a banana nut muffin from the Tim Hortons located at 387 Rue Papineau, Papineauville, QC J0V 1R0. I took a bite and when chewing I bit down on something hard and it hurt my tooth. I could not seem to chew this hard piece that was hidden in the muffin. I was finally able to take the piece out of my tooth and saw it was a small metal ball. I looked through the muffin and saw multiple little metal balls/pieces. Being that I did consume some of the muffin I am quite confident I ingested some. I am a regular/daily visitor of tim hortons and I can say this will be my last. I am considering making this public because this is huge health concern. I would like someone to contact me immediately and resolve this issue. I am concerned for my well being as I believe I ingested some. We still have the muffin here and will be happy to show whoever it may concern.

Please see attached pictures.

Kristin Gauthier
email: Kristin.[protected]@hotmail.ca
cell phone: [protected]

This incident happened on Jun 9th 2017 At the Tim Hortons on 160 Queen street In Sherbrooke Quebec.

I have been going to this restaurant for 5 years and it is only in the past year that service, cleanliness and politeness has suffered greatly. On June 9th 2017 I had ordered a small coffee with 2 cream 1 sugar. I got my coffee and sat down at a table on the wall across from the front line work stations. All was normal until about 9 minutes in to my visit. Without much warning at all, the manager and the employee translating for her ( she is french, I am English ) proceeded to accuse me of taking videos of the back line. They started to ask me to leave when I raised my voice in displeasure and proceeded to unlock my phone and show them that I had not taken videos, My phone was in my hand but I was not using it for anything other then music.

After the initial instance, the manager went back and called the office while I stayed in the restaurant and about 20 mins after the call to their main office someone showed up at the store to talk to me. I had told them what happened and how displeased I was to be treated like their manager did and I asked the Office representative if a customer or employee had ever complained about me for any reason, Including taking videos. The Office Representative told me that no one had ever complained about me. This begs the question;Why would the manager then assume that I was making videos? Why would she not calmly just ask if I was taking videos and to please stop if she did not want me to?

I would have liked to see the office suspend this manager until they did a more comprehensive investigation. Instead, they let her finish her shift and did not suspend her at all. Their solution was a backhand to me as a customer. Their manager did something that could get them in a lot of trouble and they simply seem to be happy to overlook the situation.

What I would have liked to see happen: Manager suspension, company investigation and a written apology.

Went to get a chicken Caesar salad and ended up getting just a garden salad and they where completely taking to long and unorganized. They really need to slow down and check the orders because they're trying to go too fast and forgetting everything that people order. And it's not the first time this is the 5 th time in a row and now Iam mad just really fed up

I'm writing you this from London Ontario Oxford and weathered st location I had placed a breakfast order from this location only to find a maggot and a nasty black hair in my sandwich. When I went to return it ...the man at the counter tossed it into the garbage saying "what's wrong with it" I began to tell him and proceeded to act as if there's nothing wrong with it.. did not return my money and was so rude to me. I'm glad I took pictures before hand and I have posted to my personal fb page warning my friends about your meat having maggots in it. I'd prefer some type of refund as my whole family's breakfast this morning was ruined. If you'd like proof I took pictures .

Store 14 - Welland Ave St Catharines

Smells like a barn, the wash rooms are filthy - no toilet paper, no hand dryer, no soap to wash your hands.

The food - you can figure it out for yourself. Just think about it for a minute,
the place smells like they have not washed the floors for a month.

Management does nothing and the employees are so embarrassed

Management does not give a [censor] and the place smells like [censor] . . .

I am writing because I am pissed off that everyday at 430 when I get off the bus from working all day I have to walk on the road because the Tim hortons finds it necessary to install sprinklers right beside the public sidewalks shooting water all over people that walk by and why do I have to put my life at risk because they need to water grass [censor]. Hello it has been raining no stop here in guelph for a while now, no need to water grass here in Guelph we do have a watering ban please do something about this before someone gets hit by a car and then you be wishing that the sprinklers where never there thanks an angry customer

Dear Sir/ Madam,
I teach at wilfrid laurier university. My name is Rizwan and I live in St Jacobs village Ontario. My address is 3-1401 King Street North St Jacobs, NOB2NO. There is a TimHrtons in the village. Its address is 1229 King St N, St. Jacobs, ON N0B 2N0.
One of your employees who always works there in the night shift have been very very disrespectful to me atleast 5 times. I usually go there at-least three times during the night and she recognizes me from the drive through.
She once used the word black [censor] for me.
I complained to the store manager last time and told people there about her racist remarks but nothing changed.
Whenever i order tea from the drive through, she changes my order intentionally.
Tonight I ordered tea with three sugar one milk she gave me a cup full of milk instead. I went in and asked her why you always do that with me.
she said you complained to the manager, see i am here. you should not come here again.
She replaced my tea but again rather than three sugar one milk she put three milk one sugar.
I am a permanent customer of tim hortons and I am very much hurt because of her behavior because she did that intentionally several times with me.
she gives my simple order in three to fur minutes, i am ok with it but while handing my stuff to me from window she slowly says bad words to me.
Please look into the matter as the recordings might still be available for today's incident. I dont remember her name, there were two ladies working there tonight and she is the slim one. The incident happened at almost 02;20 AM on 2017-06-07
My number is [protected]
My email address is [protected]@gmail.com
I hope this time this matter will be looked after.
Thanks.
Rizwan

The Tim hortons luthran hospital looks dirty. The people don't wash their hands. They take forever getting to my order I never get anything less than 20 min. Then it's not even right. The way I hear the general manager talk to her employees is just rediculious. The way she talks to the customers is unacceptable. The food is dry and looks really old. All I hear the manager talk bout is guys and being sexual. I will never go here again

I was at Tim Hortons located at 1103 17 Ave. SW, Calgary, AB, Restaurant # 102832, on Sunday, June 4, 2017, around 6:20 p.m. with my family and friends. I ordered lots of drinks and foods, and right after I paid for my orders, I remembered that I forgot to order a medium French vanilla, and I said to the cashier (a young Indian looking guy), "Sorry, I forgot something, Can I get another medium French vanilla?" I paid for it and received the drink.
My friend tested the drink and told me that it was not French vanilla. Then I went back in and told the cashier that what he gave me was not French vanilla. He said I ordered medium double double. I said "No". He insisted I ordered double double and brought me a French vanilla, and he kind of threw it at me with a very disrespectful and despising look. That was offending, and I didn't want to take the drink. I asked him "How can you be so sure? You are making me look like I am lying" Then, he printed a receipt and said "That's what the receipt says." I told him "It is you who entered that on the machine, not me. It is your fault." Then, he got close to me and said, "Shut up". I got enraged and replied, "You shut up. You can't say that to me. I paid my money to be served, not to be insulted." He, then, picked a phone, called the police and said that I was disturbing, that I said "shut up" and many other things, which I did not do. Everyone in the restaurant at the time was listening as he was lying to the police and trying to make me look bad. Three people left me their phone numbers and encouraged me to call if I needed a witness.
Then, the police came, talked to the cashier, and when I met with them and explained what happened, they told me that that was not a police matter, that what happened was a civil matter, that I could contact the manager and submit my complaints, but that they (the cashiers) didn't want me back in the restaurant. Many people in the restaurant were observing what was going on and ready to give their witness statement. But that is how it ended.
I and my friends have been customers at that restaurant for more than 11 years and never seen a mistreatment and an insult like that. I do not deserve that. I have to tell you that I couldn't sleep last night. I am writing this, so that you know how damaging this could be to your business, and that this doesn't happen to other customers. I can give you phone numbers of witnesses if you want to call and verify everything I said in this complaint. You do also have a camera in the restaurant, and you can see everything from the beginning to the end. I would appreciate a call from the manager. My number is [protected].
Thank you.

I went to the store to grab some donuts and there were not any. There was no donuts or any sweets such as timbits and cookies. The display shelf was empty.

Date of incident: June 4th, 2017
I would want you guys so check Tim Hortons in the afternoon, because this is consider as a restaurant and when the costumer comes theres no options due to the fact that there isn't anything to chose from.

8750 Bayview Ave
Richmond Hill ON L4B 4V9
[protected]

I was at the Wilton grove road and highbury ave location in London Ontario on June 3 2017, at approximately 2:45 pm, I watched what looked to be a baker (he was wearing a bakers jacket) sneeze on a tray of food he was carrying, he proceeded to look around (I'm assuming to see if someone saw) then he put them on the rack for customers to purchase...

I'm a manager of a store in mall of America minnesota and I always get breakfast before beginning my day with sales as a manger of an entire team in sales floor. And I'm used to amazing service only because of amazing employees that understand where they are working and what kind of customers employees are serving . And I have never seen out of 4 years working in mall of America such a team that lack service, they always tell me and another manager I work with also other customers that they ran out of eggs, the bagel station is shut down, their iced mocha is shut down, and lack of beverage display. They can't give me a accurate pricing on the #9 bagel sandwich and was giving 4 different prices in different days when I know exactly how much it costs with the mall employee discount. They lie to everyone almost everyday saying all these things are shut down and ran out of only to have it all of a sudden 10 laters example: my sales manager goes to Tim Hortons after he sees me going there and asks for the same thing #9 bagel with egg and bacon and a coffee, they tell him they don't have no more eggs or a specific donut of his choice so he informs me they ran out to save me a trip to their place and I decide to go anyways and they end up 10 minutes later serving me exactly what I wanted and my coworker was very upset that they lied to him and as of today 6/2/2017 I personally witnessed them lying to me after I have been patient with all the problems they have and have had enough of them lying to everyone because of their lazyness and I spoke out for a bunch of customers waiting for the same thing as me and when I ask for the manager to show my discomfort with their service and how they treat everyone and the manager ends up saying to me " you can go somewhere else then" I was disrespected as a customer and as a sales manager who know how to handle bug crowds in need of service and to conclude, a different staff in certain days where the manager I complained to isn't around has the most amazing service I've ever had in Tim Hortons everyone was on point t on what they needed to do but when it came down to this specific manager everything's is all of a sudden shut down and ran out of certain things . This shows me that Tim Hortons needs some serious help with their employees to avoid upset customers and lack of sales profit.and they need to stop lying to customers before I decide to record them on hidden footage to prove what I am saying .

Same person the last three times I went to the tim horton at 6238 Prentiss School Dr, Canal Winchester, OH 43110. The guy working won't answer my questions about when the donuts I want will be ready when I order them. Also when I get french vanilla coffe drinks half of the time it's just black coffee. Also it is the same guy on the first shift in the morning I go.

We live in US and this is the closest location of TIm Hortons for us. My family loves Tim hortons but we always get disappointed whenever we go to the Osoyoos Tim Hortons. This is not the first time but I am complaining after numerous incidents of poor service. We were at Tim Hortons just 5 mins ago. We ordered 1 medium steeped tea, 2 boston creams and potato wedges. Steeped tea was cold as usual. I asked the team member to microwave it because we were in a hurry, so we did not ask them to make fresh batch.The steeped tea was still cold after 1 min of microwaving.
My son loves boston cream. Whenever we go to Tim Hortons in the evening at 5-6 PM and they are out of Boston cream. And when we tell them that we can wait could you please make us fresh Boston cream, they said we are out of material to make boston cream. Is that possible?I have lived in Canada for 4 years and worked at Tim Hortons, we never did that to our coostumers. Please advise them to improve their costumer service

Last day of going to this location 3518 118 Ave NW, Edmonton, AB T5W 0Z4 is June 1st, 2017.

I've been going to this tim hortons for 3 years and today I'm done. I keep hoping they will improve and it's now an ongoing joke that they can't get an order right. If I ask for an oatmeal cookie, I'm getting chocolate. If I ask for a lemon donut, I"m getting cream. If I ask for a regular croissant sandwich, I'm getting a cheese bagel. If I ask for a coffee with some hot chocolate in it, I'm getting a double double. I'm so sick of this...I wanted a good lunch today and I had to throw it out. They gave me my least favorite thing because I can't handle the smell, so I can't eat it. In no way did I ask for this item. Why is this tim hortons location the worst I've seen across canada? I've lived in almost every province and one territory, this is hands down the worst location experienced. I've given them many chances to improve, even seen staff turnover...what is going on in that store?! I will be now going out of my way to hit another location, I will make sure everyone I know and the people they know avoid that one tim hortons. Thanks for ruining my lunch or breakfast for the last time.

Hi,

The location I am making the complaint about is :
Tim Hortons
#103738
6234 Currents Drive NW
Edmonton, AB
T6W 0J2

Multiple times I have ordered a coffee and been given the wrong one, also multiple times I have ordered doughnuts and received the wrong one, all times have been through the drive-thru.

Drive thru lines have also been very long wait times. And when ordering items there seems to be a continuous, "sorry we don't have that right now" theme going on .

It disappointing to order a specific item and to them taste it expecting it to be what you have ordered, yet to find out it inst and throw the item away. I can understand this happening once maybe twice, but several times is ridiculous. Haven't noticed this happening at any other locations on a continuous basis as I have at this one.

After noticing that parts of my order was missing I returned to Tim Hortons store number 9388. I explain to the employee at the drive-thru window that one whole bagel and two hash browns were missing from what we were given. I ordered two breakfast sandwich combos, and added two additional Bagels, one to be heated and one not. The employee comes back with the bagel that was missing from the order but nothing else and I asked "what about the cream cheese?" She explained to me that I had to pay $0.90 for cream cheese because the bagel was not toasted. Then a hassle began with the cream cheese. After the commotion about the cream cheese I completely forgot about the hash browns, paid for the cream cheese and told the employee that the service sucked. She then walks away from the window and then the assistant manager Karlie comes to the window and with an attitude says, " why are you still here?" My wife explain to her that we paid for cream cheese and we were waiting to receive the cream cheese and then Karlie the assistant manager said to my wife "do not tell my employees that they suck." That's when I leaned over to the driver window and I said, "excuse me I'm the one who said that, so first off figure out who said what before you confront people the way you did, also I will tell you to your face that you suck because you all do." Karlie then proceeded to tell my wife to drive off and leave her Tim Hortons and that we are not allowed to come back and I said to her "well can you at least give us our cream cheese we paid for it?" She was very argumentative, very unprofessional, and she should know how to deal with customers better as an assistant manager period as a customer I am entitled to my opinion towards the service that I am given. I do believe that that was a racial issue because of the the fact I've seen white people give their true opinions on the service of a Tim Horton employee and they don't behave the way Karlie did. I feel like Karlie reacted the way she did towards me and my wife because I am black and my wife is Hispanic. This matter needs to be dealt with before it is taking up further.

In the past few months, the Tim Hortons I have been going to has had very slow service. A handful of times I have left either the drivethru or inside without ordering because the wait was 10-15 minutes. I know i am not the only one because I see people leaving the line when I've gone.
I keep going back hoping it's just a bad day/time, but it doesn't seem to matter when I go. It also happened a few times that I've ordered at the drivethru and at the window they've had my order wrong.

Service is just super slow and there doesn't seem to be a reason for it. This location is a poor example for Tim Hortons. I hope some improvements can be made as I enjoy the products but am frustrated with service.

This location is at 1815 Morse Road, Columbus Ohio 43229