Tim Hortons — Restaurant in Airdrie

We stopped at this Tim Hortons during our trip to Banff, and unfortunately, it turned out to be the only bad experience of the entire trip.

At the counter, we ordered 5 English muffins, some hashbrowns, and 5 Farmers Wraps with NO meat. We also asked for a receipt, but the cashier told us they’d just call our order — and didn’t provide one.

After a while, we got the hashbrowns and only 1 English muffin, so we were left waiting for the remaining 4. Then, when we got the wraps, one of them had sausage in it, despite us clearly requesting no meat. When we pointed it out, the staff told us, “We’ll replace it” — no apology or real concern.

What made it worse was that the manager asked us to bring back the entire order. How does that even make sense? By then, we had already started eating, and some of us had finished our hashbrowns. It felt like we were being questioned rather than helped.

We kept waiting for the remaining 4 English muffins, and after 15–20 minutes, we asked again. Turns out, they still hadn’t prepared them. When the manager got involved, he asked for the amount we were charged, then finally printed the receipt — 35 minutes after the order — and we saw that the cashier had only entered 1 English muffin.

The cashier admitted we asked for 5, but the manager just kept repeating, “You only paid for one.” That’s exactly why giving us a receipt at the start would’ve saved all this mess. If we’d known there was an error, we could’ve simply fixed it right away.

To top it off, the replacement wrap was sloppily made, clearly rushed just to get it over with. We were left completely unsatisfied and wasted nearly an hour just trying to sort out a simple order.

The lack of organization, accountability, and basic customer service was really disappointing. We weren’t expecting luxury — just a correct and respectful experience, and we didn’t get that.

Won’t be returning to...

I prefer this location, because its close to my work place, and I don't know Airdrie much, as I live in Calgary, but you can notice service disaster between two cities only few kilometers away. I work only weekends in hospital, and I find few problems...

1. Staff is too slow to take orders or to make orders even though only one customer in drive through
2. They usually don't have anything other then coffee after 11 pm, and this has been going on past 6-8 months.
3. One time staff took order, and my coffee was ready and he just had to hand it over, but instead he just made me wait for atleast 7 minutes, because he was too busy to take orders for 4 cars behind, which arrived after 4 minutes of my order given. I knocked on window, as I was getting late for work, and instead staff handing my coffee he showed me hand to wait. So under staff and no customer service.
4. on 23 and 24 of February, 2018 I went to that location to grab coffee on my way to work, noticed drive through was closed. I knocked on door, thinking in service would be open, but again the same staff who showed me hand, did not even give me reason, and just said we are close. I see lights were ON, and all the sign boards were too, and there was no sign board mentioned closed either at front door or at drive through, instead few milk karats were laying on the way to drive through.

I mean come on guys, atleast have some sign for close, so people do not waste time to come to your location or have lights turned off. I understand fast food work is not easy job, as it takes lot of energy, but you just don;t realize other peoples' time value, and credibility about your mistake. I hope some one will be able to...

I have been visiting this location almost every morning over the Summer. The service has not been anything to rave about. There have been some forgivable mistakes. The last time I was there, I paid cash and they had a really difficult time with giving me the correct change, again, that's forgivable. However, this morning when I arrived and ordered a medium 2 sweetener and 2 cream, I was greeted with 3 girls laughing at me or perhaps my old cargo van?...IDK. One of them had said something in a foreign language to the others and all 3 were laughing at me...it was more than obvious. I am thick skinned, so whatever the issue, I didn't own it. I took my coffee and drove away. I was already on the highway when I sipped the coffee. There was something not right about it. In fact, I have no idea what they could have done to the coffee I ordered but it's safe to say it was the most disgusting coffee I have ever taken a sip out of and my stomach was upaet for the rest of the day. I don't know what that was all about this morning but I will NOT be back. I am not giving Tim Hortons any of my hard earned money ever again. They started off as a wonderful company selling great coffee and donuts. Now, they are just part of another uncaring global corporation who are selling cheap so called food to the masses. How I was treated this morning was unforgivable. If you still have to have your Tim Hortons, I suggest you at least visit a different location. The staff at this location are not well trained and I no longer trust how they prepare...