Tim Hortons Customer Service Issues

I visited the Tim Hortons at [redacted] S. Cascade Dr. in Springville, NY [redacted]. When I tried to order, the employee seemed distracted, was laughing with a coworker, and didn't pay attention to my order. They were out of several items I wanted and suggested kale chips as a side. I felt rushed and neglected during the whole process. When I got home, the sandwich was dry, the chipotle sauce was missing, and the wrap was sauceless as well. The service and food quality disappointed me, especially because I am a regular customer. I usually enjoy Tim Hortons but this experience was upsetting. I hope this can be addressed to avoid similar incidents in the future. I feel a replacement meal would be appropriate as compensation. Thank you for your attention. Lynn S. at [redacted] Boberg Road, West Valley, NY [redacted].

Good morning. I need your assistance in supporting the Winnipeg Main St Project as I aim to help the homeless with compassion. Once a month, I provide water, masks, sanitizer, and other essentials. The project has made significant progress in Winnipeg by offering a new building with beds rather than mats. Each bed comes with a personal belongings bin. The ground floor is for men, and the second floor is for women, with wheelchair-accessible restrooms on each floor—during a recent tour, I was touched by the smiles on the faces of those being helped as they move from their tents to new boxes provided by the project. Some damaged tents were replaced with new ones, a heartwarming gesture. To continue supporting, I learned of their need for coffee on their website. Deciding to act, I approached Tim Hortons to donate coffee to the project, believing it will not only keep the individuals happy but also boost their morale and self-esteem. Helping them head towards a better future with positivity is crucial. Thank you in advance. - Cheryl W.

On Tuesday, July 21, my friend and I visited your Tim Hortons location on Gasoline Alley in Red Deer, Alberta. After my meal, I used the ladies' bathroom which was shockingly filthy. Only one stall was usable, and the others had paper all over the floor indicating lack of cleaning. The sink was exceptionally dirty, giving the impression it hadn't been cleaned thoroughly in a long time. Despite implementing Covid regulations, it's disappointing to see the state of the public bathrooms neglected. When I brought this to the attention of an employee, I was met with a dismissive response claiming I was the first to complain. It's essential to ensure all locations are maintained appropriately for the public. I recently visited Peace River, Alberta, where the bathrooms were notably clean. As a frequent Tim Hortons visitor due to my job at Whitecourt Ford, where I shuttle cars all over Alberta, I value your prompt response to address this issue.

I am curious about the hours of service for the Tim Hortons store in Kirkland Lake, Ontario, Canada. I attempted to contact customer service but was unable to reach them as the number was out of service. I am interested in knowing how to contact the company regarding the store hours in our area. Currently, the store closes at 10:30 pm and reopens at 3:30 am. It would be beneficial if the drive-through remained open after 10:30 pm since we have delivery trucks and taxis that would like access to coffee and food during those hours. Additionally, shift workers like miners, nursing staff, doctors at the hospital, and others in the community would greatly benefit from extended hours. Thank you.

I am a frequent customer at Tim Hortons in Cap-Pelé, NB. Unfortunately, since the arrival of new staff, the service has significantly declined. Despite requesting a large coffee with 2 milk and 1 sweetener, they insist on putting in 2 creams instead of milk, causing frustrations. Similarly, the mocha latte I used to enjoy is now undrinkable. Shockingly, today I was informed that there is an additional $0.69 charge for whipped cream on top of the $3.90 price tag. I believe at this cost, the whip cream and chocolate topping should be included. Previously, the service provided by the "old" staff was exceptional, and now, it's challenging to communicate due to language barriers. My husband and I, long-time patrons, have decided to discontinue our visits due to the deteriorating service quality, a sentiment shared by many other dissatisfied customers.

I visited your location on the westbound route in Cambridge around 9:45 am on Thursday, December 9, [redacted]. This will be my last time stopping there for coffee. I ordered a medium double double, but what I got tasted like burnt sugar water with a hint of coffee. The quality is terrible, plus they promote the app but don't accept it at that location or the Woodstock reroutes. I'm very unsatisfied! They should inspect their practices with random visits after my experience three times. I also request a refund for this.

I recently bought my mom a coffee to celebrate her Covid shot on March 17th, St. Patrick’s Day. She rolled up the rim and found nothing there. My brother explained that you need a specific type of cell phone to check Roll Up The Rim prizes. I installed the app on my iPhone today, but still couldn’t find the link to see if she won. It’s frustrating for seniors, low-income individuals, or those without the right phone. How can people who don’t have access to an iPhone find out if they won? It used to be enjoyable, but now it feels like a hassle. What are the steps for people without the right phone to discover if they won a coffee or a donut?

This is the second time I have had issues at the Tim Hortons located at [redacted] Bayview Avenue. The first time, my cup of coffee was only filled two-thirds of the way. This time, the manager had a very negative attitude. When I visited this morning to pick up my prepaid coffee order, I encountered the manager yelling at the staff with anger. Despite informing a staff member about my paid order, the manager rudely took over and insisted on processing the payment again, disregarding that I had already paid online. Her behavior made me uncomfortable as she continued to lecture me loudly. While most of the staff at this location are friendly, her attitude consistently ruins my experience there. Perhaps she is under a lot of pressure, but her demeanor affects customers like me in a negative way. I hope this feedback helps improve the service, as I truly enjoy Tim Hortons coffee. Thank you for listening.

Hello, I reside in Scarborough near Markham and Ellesmere, close to the Tim Horton's at the Esso gas station's drive-thru. I am a loyal customer of this location, visiting twice daily. I am writing this email because I continue to encounter the same issue every day. I always order a medium steeped tea with 3 milk and 3 sugar. Every morning at 8 when I stop by on my way to work, I hope for a good cup of tea to start my day positively. Unfortunately, they consistently make mistakes - sometimes adding too much milk or not enough sugar. Ultimately, I do not receive the tea I desire. Despite paying $1.85, I always give $2 and tell them to keep the change, resulting in an extra $1.05 per week. I trust you can address this matter to retain loyal customers like me. Sincerely, Darshan J.

I visited Tim's today and placed my order, but it was served cold, and the service was slow. The employee handling my food was unhygienic by blowing her nose with gloves on and not changing them before making my sandwich. I inquired about her name, Pawalpreet, and requested to speak to the manager, who was not present. Given the COVID situation, such behavior is unacceptable, and I mentioned contacting the head office. It is important for staff to follow proper hygiene protocols, and I hope this matter is addressed promptly.

I have been avoiding your store due to a horrible experience I had at the 1st Ave Mission BC location on May 22nd at 2:10 pm. My receipt number is [redacted]01, and my order ID is [redacted]01. I aim to share my ordeal with others unless I receive compensation of at least 10 meals. When I arrived at 2:03 pm with my unregistered Tim Hortons reward card T4sc-yzqr-w921, I was unable to use it for my order of 3 hashbrowns. The manager, a short, brown-haired lady with glasses, had to redo my order. Despite the delay, the hashbrowns were unavailable, and I had to wait until 2:29 pm to receive them along with a small amount of compensation. The service was unsatisfactory, and I left disappointed, considering sharing my experience on social media.

I'm a frequent Tim Hortons customer, ordering at least three times a week. While I understand that each location is individually owned, the inconsistency in my orders is frustrating. My latte is never the same from one Tim Hortons to another, even when I request a specific customization like half cream. Today, I received a white latte that was undrinkable despite asking for half cream. This happens regularly, and it feels like a waste of money. I enjoy Tim Hortons beverages when they are made correctly, but it's hit or miss. I'd like to be reimbursed for today's incorrect order. Although I won't request compensation for past errors, these mistakes are making me consider reducing my visits. With many alternatives available, I hope Tim Hortons values my business, especially since I spend over $[redacted] monthly.

I recently visited Tim Hortons at [redacted] North Rd in Burnaby, BC. Having worked in hospitality for years, I understand the importance of giving tips to staff. It's disheartening to learn that the hardworking staff at this location are not allowed to keep their tips and they have to put them in the till instead. This policy is unfair and the owner should reconsider it. Staff who work diligently should be able to keep the tips they receive. My past experience with a different Tim Hortons where tips were not fairly distributed was disappointing, and I hope this issue can be addressed. This situation goes against the values of fairness and respect that Canadians typically uphold. This might be my last visit to Tim Hortons if this policy is not changed.

I flew out of Kelowna on 07/17/[redacted] at 6:20 am and I wasn't pleased with the way the server at Tim Hortons Airport treated my family. He was rude when we asked for extra sugar and ketchup, just pointing to the right without explaining clearly even though there was nothing there. His attitude was confrontational, angry, and unprofessional. Despite our feedback about his behavior, he didn't seem to care. This experience was disappointing and unacceptable, especially for someone who travels frequently through Kelowna. It was not a pleasant way to start the day.

I am a regular customer, and I visit at least three times a week, sometimes twice a day. This week, I visited twice in the morning, and the same cashier assisted me both times. The first time she took too long to serve me, so I left without ordering. There were over 10 people waiting behind me. Today, I arrived at 9 AM, ordered my usual double espresso and a bagel. She gave me the coffee and water but forgot the bagel. I asked for it when she brought the coffee but never received it. Yesterday afternoon, she overcharged me, saying she would refund the extra amount, which never happened. It's not about the money; I tip more than my bill. It's about the poor service. This all happened at the Interstate Country store in Findlay, Ohio. I am seriously considering finding a new café.

On August 26th at Tim Hortons on Ouellette Ave and Ellis in Windsor, Ontario, I experienced very poor customer service. The display shelf for the donuts and muffins was dirty and items had fallen down, creating a nasty and inappropriate appearance for Tim Hortons. When I spoke to the employee, they mentioned they were not responsible for cleaning. Today, Friday, August 27th, I encountered a young man with green eyes working there. I ordered a medium ice cap with whipped cream, paid the full price, but he didn't include the whipped cream. When I asked him, he gave me attitude and mentioned I needed to pay extra for it. This behavior is extremely disappointing and disgraceful for Tim Hortons. The incident occurred on August 27th at 8:22 pm. I hope the management addresses this with their employees to rectify the situation.

I ordered through the app for the first time, hoping to receive the special 60-point bonus for pick up. My order included one black coffee, one coffee with cream and sweetener, and three muffins. At the pickup window, I was asked about the contents of the coffee, which I repeated. I requested the 60-point bonus to be scanned, but was told it couldn't be done as the order was already paid for. Upon reaching home, I discovered I only received 10 points for one coffee and both coffees were black with no cream or sweetener. However, the three muffins were correct. To make matters worse, I found a bug floating in the bottom of my black coffee, which was quite disgusting and now I'm feeling traumatized. I have pictures of my order and the bug in the cup. I'm seeking the 60 bonus points, 10 points for the second coffee, and additional bonus points for this upsetting experience.

I recently had to log into my account but couldn't remember my password and no longer have access to the email linked to it. I created a new account and needed my points transferred, so I contacted customer support and was shocked by the response. They requested $[redacted] per hour for a support call. I'm still in disbelief about this. Is this really happening?

I visited the Tim Hortons at [redacted] Springbank Drive in London, Ontario this evening to get a tea. I did receive my drink after scanning my rewards card. Upon arriving home, I checked my app for the roll up the rim offer, only to find I did not receive one nor did I get point credits for my purchase. The staff working tonight appeared confused and unsure of what to do. How can I now receive credit points for my purchase and a roll up the rim?

I am reaching out on behalf of seniors and individuals with disabilities regarding the Tim Reward cards. Many of these individuals do not own cell phones or computers to access the app. Furthermore, some find it challenging to use these devices. A significant portion of your customers are seniors and people with disabilities who contribute a substantial amount purchasing your products, yet they are excluded from the opportunity to win rewards. It seems unfair. Returning to the traditional method of rolling up the rim on paper cups, like The Robins Company does, would provide a fair chance for everyone to win. These customers deserve equal consideration, so reverting to the previous system would be appreciated.