Tim Hortons
Reviews and Complaints

To start off. I feel disrespected. The moment I walked in to the store the staff was rude and there was no aspect of customer service present. I made a mobile order. I came to pick up my order but then I was told that my order cannot be made because the product which I ordered was "discontinued" which I don't understand because it is available on the mobile app. The staff acted like it was not there problem and said "order something else". I thought that was extremely rude to not even apologize for the inconvenience of that, and my time. On top of that the 2 iced caps I ordered with whip cream and espresso did not come with those things(which i paid extra for). I asked the staff and they reluctantly and angrily took the ice caps back and then added it in. Keep in mind I am on my lunch break and I only have 30 mins to have all this done. This was a mobile order. I was only supposed to pick up my order and leave. Yet i am wasting my time and could possibly loose my job because of this terrible time wasting interaction. The staff then proceeded to have me order something else, which I tried to do, I tried ordering a wrap that was $2 cheaper and they kept telling me that the price would be the same. After 5 minutes of conversation I ordered a chicken salad burger which was not the one I wanted and I was still overcharged. I can keep going but I am now wasting my time doing this. If i don't have a higher up manager call me within the next 24-48 hours. I will post on every social media platform I can find unless this is resolved. If I am offered a $10 gift card that will be disrespect and I expect a little more than that to be frank. Tim hortans should not be represented by such terrible employees. The only person I can say that tried to help is the assistant manager. Everyone else should be fired.

Hi. My name is Ronak.today i went ot 156 sandalewood parkway, brampton, ontario, canada tim hortons location .my order ID is : [protected].time was 10 :46:39 pm.I placed the order of potato wedges from drive through.i was served stale wedges.also the lady who was handing it to me was a punjabi lady i guesss.she asked me about my cast and religion in very much insulting and humiliating way twice just because i ask for reward card.so i think ther service must be improved ...and this is my third time worst experience .so i am expecting a gift card in order to cover it up.you can reach me on [protected] or email : [protected]@yahoo.com

On April 7, 2019, at approximately 7:20 I stopped by a Tim Hortons drive through on Hwy 35 just outside of Lindsay at the Esso gas station. I ordered a bagel toasted with extra butter and went on my way. approximately 10 mins later I began eating my bagel. on the third bite I discovered there was a chunk of chicken in my mouth and I do not eat meat. This was devastating for me and it totally not exceptable. How does chicken get put on a plain bagel? I called today and mentioned this to the store. I don't require a refund or free product as I don't have the bagel or chicken. I pulled over once I realized what was in my mouth and spit it out. I stopped eating meat about a year ago so I do know it was chicken. I would like the staff (female) that made it spoken to about keeping the area clean where the bagels are made and I would hope that the store would be spoken to about the importance of this. I refuse to eat products from this Tim Hortons. I cannont believe this even happened. It's not ok.

I went to Tim Hortons at oak bluff I asked for a frozen vanilla chai they said we don't make them so got a iced coffee well I would say non iced coffee as two cubes ice in it and was so strong I through it in garbage customer service was disgusting the donut and potato wedges were awful donut must off been at least 3 days old tasted stale potato wedges for cold not cooked right through I am totally disgusted with service at this Tim Hortons at oak bluff and definitely would not recommend it to family or friends the staff there would rather talk with each other than listen to the customer hours faithfully Shirley mcclymont

My name is Sharon Wilson and I am a resident in Cheektowaga, NY (suburbs of Buffalo, NY) and while visiting this Tim Hortons (I seldom come here because of this one Employees attitude towards her co workers). The Employees first name is Alexis (white female), who was speaking to the rest of the staff like they were dogs! I witnessed her speak to a young man (black young man) in a manner of disrespect, rudeness and like he was dumb! I also witnessed her talking to another young man (India/Hindu, not sure of his Race) actually yelling at him for not doing something she told him to do. I stepped in because I could not take anymore and asked the first young man if she was his manager and he stated no, she is an employee just like me. I told him to not let her speak to him like that and even if it was his manager, they should not talk down and yell at their workers like that. The young man proceeded to say, she talks like that to us all the time. They have NO MANAGEMENT at all at that store and it just killed my spirit. The worker at the Speedway Gas station said she heard her yelling at the employees as well but just stay out of it. Something needs to be done because if that was MY CHILD, I would have made sure she wouldn't speak to anyone else like that!

Yesterday at 630 645 I was in drive thru in the senica st buffalo ny location I went thru got a coffee before work as I always do $245 when I looked at my bank ending the day I see I was charged for a order for $11.75 then again 4 my $2.45 when I went to location this am armed witj bankstatement I was told there is nothing that can b done. Well iam furious at this point and I have questions 1 who's order did I pay for 2 why was I charged twice in same visit 3 don't camera show I received a coffee only 3 why am I being treated like criminal when I was robbed and 4 why can't I be refunded my hard earned money? Please take care of this matter asap as u took my money asap

Worked at a Timmie's just outside Hamilton, Ontario, called Clappison's Corners. Was there for nine months, full-time. Worked afternoons, then switched to nights.
This location is infested with mice! You would see them running across the floor, see their feces on a daily basis and could smell their nests, burrowed just behind where the bagels are made. How this location has passed inspections is beyond me.
Next, they proudly display their recycling receptacles, even use the clear bags, however, if you check out back, there are no recycling dumpsters, only garbage dumpsters. The local news has published stories on this, yet, nothing is ever done. All contents go into garbage dumpster. Have done this chore many times and cringed every time I had to toss recyclables into the garbage.
This location had tons of flies. Common houseflies but also these nasty little fruit flies. You'd go to the staff bathroom and they were everywhere, flying up out of the toilet even. Really disgusting, yet again, nothing was ever done. Was provided with one used and dirty uniform to wear. Tim's was a second full-time job for me, leaving not much time for laundry after a 17 hour day five days per week. Feel free to imagine what that looked and smelled like by nights four and five.
For personal experience, I learned that hard workers were told to work harder i. e given more tasks, essentially picking up the slack for the lazy workers. The lazy workers weren't pestered, not as much was expected of them. Usually the highschool kids but that's no surprise, it's like that everywhere.
So, after watching our shift supervisor bring a special needs boy who worked there, to tears, I spoke up. Told her that she sucked at her job and called her a bully. She phoned the owners and insisted that they fire me. The owners refused, citing that unlike her (the supervisor), that I actually showed up on time and never missed a single shift. I was a very hard worker, got along with most staff. I had a tendency to be a bit lippy with customers who were overly rude though. I'd dish it right back and probably should have been fired sooner... but I was friendly with those who were decent, on both sides of the counter. Switched to nights, worked with an elderly woman, seventy-eight and ran circles around the highschool kids. Sadly, her mind was starting to go and she'd get into these really nasty moods around 3am. The first time she violently grabbed my arm to correct me on something, I did nothing, as who wants to complain that an old lady put their hands on them? Hoped it wouldn't happen again. Sadly, it did. The next night. I spoke up this time, explaining that you cannot put your hands on someone, especially in the workplace. She walked out. Headset still on her head, left me in the store alone overnight. I was fired the next day. That's fine. Understandable that they were within their rights, given that I had only been there nine months, had a few customer complaints against me, however, I was entitled to one week's termination pay, as I did not break any laws. Owner said she'd fight it, I said "go ahead". Received my termination pay six months later. Now, they're refusing to provide me with my T4. and it's three months past the deadline, which is illegal and punishable by a daily fine. No contact number for head office, only one posted online is out of order. Site instructs you to take it up with the owners. Looks like I'll have to involve the government a second time. A note to anyone though, when a manager threatens to fire you, you tell them "you go right ahead". Trust me you will qualify for at least one weeks pay and unlike me, having two jobs, you'd also qualify for unemployment. Use it! They have great programs to help you train for a better job and you can collect your e.i. cheques the whole time you're being trained! Hell, getting yourself fired just may be the smartest thing you ever do!
There are better jobs than Timmies. Step outside, look left or right and you'll see one, lol.

My recent visit at Tim Horton on Niagara St. N., Welland, ON around 871 area on Friday, May 3rd around 10:00 am. I used my reward card for the first time after receiving it on Saturday April 27th in Welland, ON. I ordered a French toast sandwich with a DD Med coffee, and a muffin and a Med. bag tea. My tea and muffin were handed to me and the French toast and coffee were at the side counter. I went to get them there was a customer ahead of me picked up a coffee, thinking it was mine but it was a large coffee. So I asked where my coffee was and the cashier said that I didn't order a coffee. So I ordered it again, I tried to us the reward card then. I was told that I had to wait as it was before a half hour that I had ordered. Can you only use it every half hour? The cashier was a bit rude to boot.

I went to the Tim hortons in North Tonawanda on 849 young st and I got about a 1/4 cup of Mac and cheese! That's outrageous for 3.99! I was never so disgusted in all my life! I will never order any food from there again! That is such a rip off! I went back in to complain and one girl just said uh oh and walked away the other guy said well that's what the size is that it is pre packaged. They wouldn't do anything about it...😡

I am a long time customer and a strong promoter of your coffee (especially your swiss water decaf), I have always received good services at your different locations. Today I went to my regular tim hortons to use the last 2 winnings I had from my roll up the rim to win! I was told that the cut off was yesterday... (it was donuts really nothing huge), asked the employee to ask the manager as it has been less than 24 hours for cut off (which I was not aware of)... The absolutely refused to accept... I undersnd that there has to be a deadline in place, however I think using some judgement in certain situations is sometimes needdd... Also maybe advertising when the campaign winnings have to be used by... This is the first time I have experienced this... While it is not a huge deal, it kinda left a bad taste with a long time customer who consumes your products twice daily...
Rana [protected]

Hello,
Between 11AM and 11:45AM EST on May 4, 2019, I had the latest of poor experiences at the location referenced in the subject line. I have never logged a complaint before, regarding any of those past unfavorable experiences. Today's experience has forced me to do so.

Frequently, I have not been able to order food, listed on the menu, from this location (over the past several years), because they never seem to have enough inventory on hand - regardless of time of day.

In another experience, I was in this store and noticed gnats in the bakery case. I quietly informed the clerk there were bugs in the case. She told me it was ok, and that 'no one has ever complained about that'. Maybe the Health Department just hasn't made a visit in a little while, but I am pretty sure they take issue with bugs in food.

None of that compares to my experience this morning, though. This morning was a whole new level of unprofessional service. It started out great. I went to the drive through, placed an order for 10 Chocolate Glazed Timbits, a small Frozen Hot Chocolate, 2 large coffees with cream, and a Cinnamon Crunch Bacon, Egg, & Cheese Bagel. When I pulled up to the window, the clerk told me that they had run out of the Cinnamon Crunch and provided a bunch of options. I then chose a Blueberry Bagel. She came back again and apologized that there were no Blueberry Bagels - by this time the line behind me was getting very large. I decided that rather than to hold up the line trying to pick a bagel that was actually available, I would cancel my bagel order and just get a refund. As the clerk was refunding my money for the sandwich, I heard the manager say something to the effect of, 'it's not our fault we've been busy, ' in a snarky tone, with regards to my cancelling the order; rather than me playing 'try to pick a bagel we actually have'.

I received the coffee, frozen hot chocolate, and a box of timbits. I drove home, and handed the timbits to my child. He opened the box and out of the 10 timbits, there were 3 chocolate glazed timbits, and a variety of others... for many customers this may not matter, but my kid will only eat your chocolate glazed timbits. So I had to get back in the car and drive back out to the store. I went inside and asked for the manager. Lindsie came to the counter. I told her politely that they should have someone review the problem of lacking inventory because it happens a lot. Then I told her that I was frustrated because after, I could not order what I wanted, I was given only part of what I ordered - and showed her that I only received 3 chocolate timbits with a random selection of other flavors.

Instead of offering an apology, Lindsie complained that they all had a bad day, because they were busy since 4AM with customers going to U of M graduation. That made me feel like she was saying, that if I wanted what I ordered, I should have come on better day when there weren't other customers. I said as much, and that I didn't think that was a good reason that I could not receive what I ordered. Lindsie then went and proceeded to box me up 10 vanilla glazed timbits. When I stopped her, and said that I needed 10 of the chocolate ones, she told me that I never asked for chocolate; but it didn't stop there. The clerk who waited on me in the drive through, originally, came and told me that I was being rude and had been rude since I was in the drive through (apparently because I decided to partially cancel my order when I couldn't have what I ordered). Then Lindsie came at me with, "If you ever come back in this store, I will have you arrested. You [censored]ing white trash meth-head [censored]." (I am sorry for the language, but that is a direct quote from your manager.)

Sure, I was not happy with the service I received, or the fact that I had to come back to get what I actually ordered. Yes, I did raise my voice, when Lindsie called me a "liar" and said that I "didn't ask for chocolate, ever". A simple, 'I am really sorry we mixed that up for you. We will make it right', would have been the correct response to an upset customer. Never, ever, ever is it ok to treat customers the way the manager at your store treated me today.

I suppose she did not know that I am a local elected official with a lot of ties to the community. Now that you do, I strongly suggest you take close look at this location and how it is managed; and either ensure it is drastically improved or that you force the sale of this franchise location to someone who understands customer service principles. I would like to hear your thoughts on the matter, and what you intend to do to remedy this. You may contact me at: rjmackey.[protected]@gmail.com or [protected].

Sincerely,
RJ Mackey

I am sitting in Tim Hortons at the moment on Friday, May 3, 2019 at 8:40 in Blackburn Hamlet (ottawa) The store is an absolute mess and 2 employees are loudly complaining about the fact that they want to strike because of how they are treated.

The entire back section has been ‘closed' to customers, and loud music is being played in the backroom. Not a positive image for Tim Hortons!

I go to Tim hortons in creston bc all the time. Today may. 3rd I was at the speaker repeating everything more than once. Do not have a loud vehicle. When I get my food the lettuce is wilted and black spots all over the lettuce. Then my bf cant have lots of dairy or it makes him sick so he always get his tea and coffee with 4 sugar and 1/2 cream and they always mess it up. Very rude workers. Don't listen.

I live in the city of Toronto and I do see a lot of Tim Hortons coffee cups littered on the streets.

I walk in city green spaces and again there are Tim Hortons coffee cups on the ground.

I know it is not Tim Hortons who is directly responsible for this litter, it is the people that buy your product who are.

However can Tim Hortons do something to help out and clean-up the coffee cups on the ground?

Tim Hortons coffee cups are not recyclable, is there a reason for why? There are 100% recyclable coffee cups that are manufactured by companies on the market and that are sold. Why doesn't Tim Hortons use these recyclable coffee cups instead of the ones which you use now?

Lots of people think your coffee cups are recyclable, which we know is not true and they put them into the city recyclable bin. So is there anyway to make people aware that your cups are not recyclable - large print on your cup indicating that the cup is not recyclable?

And is there any reason why Tim Hortons continues to use plastic straws when paper straws can be used as an alternative? The plastic straws are a problem because I always see them by a sewer grating ready to be swept into the sewer come the next rainfall.

I wish Tim Hortons would start to become more environmentally friendly!

I would like a manager to reply to my complaints by email. My email address is [protected]@live.com.

Sent 2019-05-03

I went tim Horton in waterloo Québec more than half an hour before closing time
they went out of donuts no muffins, no donuts, no croissant, so I looked at the menu
and the waitress said we will be close in half an hour and we don't serve any sandwich anymore, I asked her what she had to sell, she answered me only coffee, that's a good service two thumb down to Tim Horton

On Wednesday May 1st 2018 at 10:20 AM, I went to the store at 1801 Dundas Street East in Mississauga to place an order. After waiting for 12 minutes in line, I asked for two sausage biscuit breakfast sandwiches for the advertised price of 5 dollars. Both the clerk and the shift supervisor said the offer was over and I would have to pay the regular price. I pointed out that the menu and outdoor advertising still showed the offer and they were obligated to honour the price. They refused and said I would need to speak to the manager and he would not be in until 11 AM.

I think that this is very bad marketing and false advertising. In Canadian law, if you show a price on your menu, that is the price the consumer can pay.

Carl Bayer
[protected]@yahoo.ca

Service. I Order ice cap.Suprise with the store front reply. Sorry we are just cleaning the machine and yet I don't see no one is cleaning the machine just lazy to make one. Why would Tim Hortons include ice cap on the signage and yet store front employee just lazy to make it, unacceptable. Tim Hortons Walmart store # 3686 time 6:40pm today's date 30th of April. 2019

I read about how sales have lowered by .4% over the last little while with Tim Hortons and they say that weather is to blame. I feel you need to ask the general public why the loss is and you will find a different answer than weather. the following is from gathered information via local and internet. Tim Hortons across canada has had a loss in sales due to many factors. the cleanliness of the facilities, the speed of customer service, the inability to make correct orders due to not listening and/or language barriers due to foreign employees that do not speak fluent english/french. your survey asks for a receipt number inorder to participate and leave your opinion but %99 of the time, you dont receive a receipt with your order unless you ask. the Recent attempt to bring out rewards cards was a ploy to compete with Mc Donalds as they have a rewards program and their coffee is cheaper. This has become a terrible idea as the rewards program was not hought out to well as you are awrded only one point per visit unlike Mc Donalds that awards you by the cup of coffee you buy. the electronic system has failed many times since the launch and doesnt allow you save your free reward after the 7th coffee. it must be redeamed on the next purchase, which is not ethical if you wish to hold on to the free coffee or donut untill you feel the need to redeam it. i am a fellow coffee drinker from Kitchener Ontario Canada. I will still purchase your items at times but i also spend more of my money at Mc Donalds. I may be persuaded to return as a loyal customer to Tim Hortons in the future if things are addressed. I do love your coffee but if something does not get fixed soon, i can see a major drop in sales coming your way even with warmer waether coming and Icecaps on the rise. I would be interested to hear your response to this complaint if it even gets read by anyone.
Best Regards and good luck on your upcoming year of sales.
Chelsea Oakley
520 Ephraim st
Kitchener Ontario Canada
N2B2C6
Please respond via postal mail or Email to [protected]@hotmail.com