Tim Hortons Customer Service Issues

I'm not familiar with the city, and it was my first time going out since we needed proof of our two vaccines. I had downloaded it on my iPad, but not on my phone since my phone lacks internet service and only has basic phone capabilities. When my friend and I got a table, we were waiting for a third friend to join us for lunch. I offered to get coffee while waiting and went up to order. Upon payment, the staff asked for my vaccine passport, and that's when I realized I didn't have it. I returned to the table, and my friend, who lives nearby, offered to go home, download my passport using my MCP, and print it for me. While waiting, an employee checked on me twice about my vaccine status. Another friend arrived, and after explaining the situation, the staff member returned, suggesting I could have downloaded it there. I explained my friend had my MCP for the download. Despite wearing a mask due to health concerns, a male staff member asked me to leave for not having proof of vaccination. I left and informed my friend. Upset, they suggested I return with the passport to confront them and get a refund, deciding to never return due to the poor service. I, too, was frustrated that they didn't wait for proof, especially given my health condition and limited outings.

I have participated in the Hockey Challenge since it began without any issues. I used the 'contact us' feature in the app to address my recent concerns but have not received a satisfactory response. There are three main problems that I am facing: 1. Normally, for each correct player chosen, I receive one offer in the Hockey Challenge. Despite having a 7-player streak, I only received 2 offers, with one already expired. I was told that I had received all of them, which is not true. This is not just about the offer itself, but the principle behind it. I was accused of lying. 2. I was told by Jonathan that I would receive 70 points as compensation for my issues, but to date, those points have not been added to my account. 3. Although I have maintained a 7-day winning streak, the Free Coffee for a Week offer is not showing up in my 'Offers' section. While I enjoy playing the Tim Horton's Hockey Challenge with my family, this year has been full of problems unlike last year. I am very disappointed and I hope to speak with a live representative soon to resolve these issues. Thank you, Corinne

Hello, I am Doug. I visited the Tim Hortons on Middlebelt just past 6 Mile in Livonia, Michigan, and I had an unpleasant experience. Upon arrival, both employees were outside smoking cigarettes, leaving me waiting for my order to be taken. When the employee finally came back in to assist me, he rudely informed me that only coffee was available, not lunch or breakfast items. This discourteous behavior led me to waste 30 minutes driving to two different locations, only to encounter a closed store and poor treatment at the other. Unfortunately, I will be taking my business elsewhere as a result of this negative experience with Tim Hortons.

I am currently at Tim Hortons in Campbellford, where I have been experiencing issues with my orders consistently. On two recent occasions, I ordered a breakfast bagel with bacon, egg, and cheese, only to receive it without the egg both times. Today, I opted for a bagel with bacon, mayo, and chipotle sauce. While waiting for my order, I noticed a bag on the counter that appeared to be mine, but no one informed me. After waiting a few minutes, I checked and confirmed it was mine. Despite the lack of communication, I took my order and left. Unfortunately, upon opening it in my car, I found it to be a messy situation with excessive sauce and spills. This is not an isolated incident, as this Tim Hortons branch seems to consistently struggle with customer service and order accuracy. I hope someone can address this issue with the team to improve their service quality. Just for your reference, my visit was at 9:25 am on Tuesday, December 14, [redacted].

My name is Ryan from Grande Prairie, AB. I am a loyal Tim Hortons customer, visiting twice daily for my XL steeped tea with 2 milk and 2 honey. Yesterday, I was shocked to find a 3/8" one-way gasket and a washer in my tea cup, seemingly from inside the machine. I have kept the cup and the gasket at home for your investigation. I believe this is a serious issue that needs to be addressed. Please contact me at 1-[redacted]. Thank you for your attention to this matter. - Ryan

I have been trying to get my issue resolved regarding the linking of my card to the wrong account. I have contacted customer service multiple times over the past week by email and my ticket has been escalated. It seems that my [redacted] points were credited to an account that does not belong to me. I have spent almost a year collecting these points and would like them to be returned to my correct account, which is under the name Stacy Little. Unfortunately, they were mistakenly linked to an account under the name Adam Snyder. I kindly request for my points to be transferred back to my account promptly. Thank you for your assistance in rectifying this matter.

Hello Tim Hortons, I want to share my disappointing experience at your store in Abbotsford, BC (Store [redacted]) today around 7 pm. I ordered a grilled cheese sandwich with extra lettuce, Chipotle Ranch sauce, and a hashbrown. When I received my order at the drive-thru window, it was incomplete, and the employee did not thank me. When I requested my receipt and envelope, she ignored me and closed the window. After a few minutes, she returned, and I asked for my receipt again, questioning her about why she had ignored me. She responded rudely and refused to provide her name or the manager's contact information. Upon checking my sandwich, I found it was missing the lettuce. Inside the store, I spoke to a front desk employee who called Harpreet, the supervisor, after I mentioned the employee's name. Harpreet displayed attitude and did not apologize for the mistake. When asked to speak to the manager, I was met with further rudeness and no remorse for the poor service and incorrect order. As a former Tim Hortons employee, this experience was unexpected and hurtful.

I have been a loyal Tim Hortons customer since its inception. I regularly visit your stores and purchase your k-cups for home. My loyalty has never faltered until now. Learning about the company's treatment of Canadian Truckers is truly appalling. Profiting from Canadian, American, and other citizens, especially the truckers who bring in your supplies daily, only to treat them this way is unacceptable. It is disheartening to discover that you support communism and globalism. I have decided to no longer buy any Tim Hortons products and will instead support small, local coffee shops.

Today, I visited Tim Hortons and ordered potato wedges and a Caesar wrap. I returned to work to find my fries cold, hard, and dried out, and the wrap stuck to the wrapper. It was so disappointing that I had to throw out my lunch. I also asked for a medium black coffee with one sugar, but when I received it, there was no sugar in it, which was frustrating given that they repeated my order. I am really disappointed with this experience. In the future, I will choose McDonald's for my coffee and wraps because they never make mistakes.

On April 16, during my visit to the Tim Horton's location on Derry, I was extremely disappointed with the service provided. Over the past 2 years, my experience with Tim Horton's has consistently been subpar. It seems that the focus is on serving as many customers as quickly as possible rather than ensuring the quality of the products. I've encountered issues like missing donuts, incorrect bagel toppings, and receiving the wrong coffee and tea orders. Due to time constraints, I often don't have the opportunity to address these errors, and even when I do, I am met with unfriendly stares. During my recent visit, I was the only car in the drive-thru and ordered a medium apple cinnamon drink and a black coffee with 3 sugars. While I was deciding on my drink, the attendant rushed me to make a choice, which I found to be rude and unnecessary. As a result, my order was incomplete, and I didn't receive my drink. It is crucial for Tim Horton's staff to be more patient and understanding, especially with customers who may have busy mornings and limited time. This type of service is unacceptable, and I have decided not to return to this location. I plan to share my experience on social media, as this seems to be a recurring issue for many customers. I had previously given Tim Horton's the benefit of the doubt, but after this experience, I feel my loyalty is no longer justified. Customers should feel respected and valued when making purchases, and rushing them through the ordering process is not the way to achieve that.

I have a complaint about the leaking beverage containers at Tim Hortons, particularly the ice Capp cups. Over the past week and on several occasions before, I have received drinks with splits in the cup, causing spills on myself and my car. Yesterday, the cup was so damaged that it overflowed, covering my car, myself, and even damaging my cell phone. I recorded a video showing the cup pouring out from a large slit on the side bottom while I was holding it. Despite being a loyal customer who spends a considerable amount of money at Tim Hortons, I am frustrated with the mess and damage caused by these faulty cups. I believe this issue can and should be addressed promptly. If needed, I can provide the video of the overflowing ice Capp cup to support my complaint.

Tonight, I visited Tim Hortons in a small town to get an apple fritter and a sandwich. I was the only customer, so I took my time to decide on my order. I requested a BLT with cheddar cheese and an apple fritter, but was informed they were out of apple and offered a blueberry fritter instead, which I agreed to after clarification. However, when I received my order, it was a blueberry sour cream donut instead of the blueberry fritter I had requested. The drive-thru experience took nearly thirty minutes, causing frustration as it has happened before. This type of mix-up and delay is becoming too common at this location.

Good morning, I am Digvijay Singh from Brampton, Canada. I have worked at Tim Hortons located at 95 Father Tobin Road for 7 months. As an international student at Seneca College, I rely on working part-time to cover my expenses. Despite my dedication, I have not been scheduled for shifts in the last 4 weeks. The manager mentioned a lack of available shifts due to a full staff, yet new employees have been working. I have expressed my concerns about the situation, questioning the logic of hiring new staff instead of offering hours to existing employees like me. I even suggested being let go with the appropriate compensation if they do not require my services. However, the manager insists I am still an active member despite the lack of hours for a whole month. Feeling unsupported, I believe the intention may be to push me to resign rather than providing the necessary hours. I would appreciate guidance on the next steps via email. Thank you for your understanding and assistance.

I requested a ten pack of mixed timbits and a 20 pack with half chocolate and half honey-glazed, along with a drink and wrap. Unfortunately, my timbits order was incorrect, and when I informed the staff, they seemed annoyed. They insisted I keep the wrong order, claiming it still had the varieties I asked for. I explained I needed them separated as they were going to different places, but they continued to act exasperated with me. Despite offering to return the incorrect timbits, one staff member told me to keep them and another later demanded I give them back. The whole team appeared irritated, even as I patiently waited for my corrected order. Upon trying the timbits at home, I found them to be extremely hard and stale, which was disappointing. While I understand the challenges of working in the food industry, I believe customer service should always be a priority. Sadly, I won't be visiting this Tim Hortons location again.

Hello, I visited the drive-through at [redacted] Langstaff Road in Vaughan, Ontario. I had placed two separate orders and everything was fine until I reached the window. I gave $2 to pay for one order, intending to pay for the other order with debit. Unfortunately, the associate mistakenly applied the $2 to the debit order, causing confusion and frustration. I tried to clarify, but it was a stressful situation. I recommend updating the system for clearer communication between drivers and associates to avoid similar issues in the future. I hope this feedback helps improve the drive-through experience for everyone.

The paper cup sleeve is not providing enough support as it keeps slipping down the cup, causing a spill. This morning, while taking out my large black coffee from the cup holder in my car, the sleeve slid to the bottom of the cup. As I tried to adjust it, the cup collapsed, and the lid popped off, resulting in hot coffee burning my legs. Upon returning to the store and explaining the situation to the manager, she did not provide her name and offered no resolution. I rely on black coffee daily and opted to use the sleeve instead of an extra cup. Unfortunately, the sleeve proved ineffective in this situation. The lack of apology and assistance from the manager was disappointing. Proper customer service is crucial, especially when addressing issues like burns from spilled coffee. Apologizing and going the extra mile for loyal customers can make a significant difference.

I visit the Tim Hortons at [redacted] Dundas St. W in Toronto's Junction twice a day. The staff there knows me well since I go regularly. Today, around 1 pm, I ordered my usual XL Steeped Tea from Fahmid. When she asked what I wanted in it, I said another staff member was already preparing it. However, she insisted I tell her, so I did to avoid any issues. After paying, as I was leaving, Fahmid started yelling at me, saying I was always causing problems. She went as far as telling me never to return. This public confrontation was embarrassing. I found her behavior rude and unacceptable. I am unsure if she mistook me for someone else. I believe her conduct is not suitable for any workplace. I am considerate and comprehend bad days. This negative encounter, after being a loyal customer since [redacted], has me questioning if I will return. It was distressing to witness her yelling at the staff as I left. I hope this issue is addressed promptly.

Recently, a tragic event occurred near Minden when an elderly gentleman passed away. Unfortunately, the restaurant in town discarded posters related to his disappearance due to a policy against having posters on the windows from Head Office. I was unaware of his situation until a searcher approached me where I reside. It came to my attention that he frequented the coffee shop regularly, a fact I wish I knew sooner. My routine typically involves stopping by Canadian Tire gas bar or Tim Hortons multiple times a day, but now I solely visit Canadian Tire. Surprisingly, the local Canadian Tire store (not the gas bar) did have a poster displayed. I plan to address this issue with the local newspaper to highlight the importance of missing seniors over ads. It's disheartening that such incidents occur, and I believe awareness and compassion are crucial in these situations.

I have been feeling very unwell, so I requested my husband to go to Tim Hortons since their website indicated they were open till 8pm. However, at 7:15, a staff member taking out the garbage rudely informed him that they were closed and pointed to the dumpster. I kindly request that Tim Hortons update their operating hours online to reflect their actual closing time of 7pm. Additionally, it would be greatly appreciated if their employees could display more kindness and understanding towards customers, especially when my husband was trying to do something nice for me after my challenging two days of work while feeling ill. Melody L. [redacted]

I am disappointed by the service and product quality I received. After not getting a response to our initial inquiry, we had to return to the shop. While the first lady we spoke to was understanding, the manager was unhelpful. Initially promised a refund, it was later changed to a different resolution that we are not happy with. We hope to resolve this with a fair 50% refund to show that our concerns are taken seriously. Otherwise, we may have to take our business elsewhere, as we find this level of customer service unacceptable. Looking forward to hearing back from you.