Tim Hortons — Restaurant in Ajax

Giving an update since I decided to call. The owner said they would like to know more about where they fell short, which is ridiculous. Read my review, watch your drive thru cameras, and the video on your employees phone that she took lol… the rep that answered the phone was great, super caring and compassionate. I’m sure all reps are supposed to be like that, I’m glad she was. I requested a callback or some type of communication from the owner but that couldn’t be guaranteed, I won’t hold my breath. It’s sad that the owner can’t offer an email. I guess they don’t care to personally make things right for customers, or “hear more about where they fell short” themselves. If they choose the right staff, perhaps they wouldn’t have so many bad reviews and lose loyal customers.

UNBELIEVABLE experience for my mother today. The made a mistake on her order so she tried to rectify it at the window. The male at the window are not pleased when my mom said there was an issue after he repeated her order with the total to pay. He became instantly irate and yelled at her stating that he didn't take the order.. no problem, lets fix it now.. NOPE! The original lady who took the order came over and was helping my mom. My mom asked if he was a supervisor or manager and she wouldn't say, so my mom requested the manager which was refused by the girl at the window. Another worker comes along and says my mom needs to leave or they are calling the cops!!!! Meanwhile, she didn't receive the items she paid for... the additional coworker took out her phone and starts recording my mom because of course she was still waiting at the window to receive her food. She finally gets her food and starts to drive off. The male that was at the window originally comes running out, chasing my mom in her car saying she can't leave until the police come. If this is the new standard of customer service, Tim Hortons needs help!

My mom asked for no tomatoes in one of the bowls that was ordered... of course they messed...

I just gor my 2 wrong Coffees. Is not the firts time They make mistake at this place where every Sunday i used to come. I ordered with a person that probably has ear plugs, 2 sandwiches and 2 coffees. I said only 3 milks. I said please not creams, please, over the microphones based in my others visits and my English pronunciation. I AM NOT CANADIAN. Right at the windows I got only one sandwich at coffees with cream. Right away I went back I complained And kindly they changed. What's the point? This is the 4th time they make this kind of mistake. But my big surprise is that at the windows still is working the woman that another time spilled the coffee inside my car door, and another she treated bad and reading before reviews others complained about same things. Everybody need a job, I understand how difficult is to work at the beginning in one environment very different to ours countries, we use to bring something and is our worse customer service, incompatible with canadian culture. And businesses like Tim Hortons, sponsor of Stanley cup, Olimpic Games and Summer camps, they are no able absolutely to provide and control the good training to this good people. And this good people they should know that their positions depend on the customers satisfaction. Iam sorry for having this opinion but this problem is getting worse at different locations. I invite the Tim Hortons executive and the Franchise owners to read reviews about this place and many others. I am 63 years old man with a big family , Iam not the one time customer but for now I pickup another location for my Sunday's coffees. And please, the napkins they are smallers and smaller, one per person that ask for a sandwich is not enough. Just try...

I received a sandwich made incorrectly, I called and spoke to a manager, he told me to come in and it would be replaced amd he took my name. I was unable to go in the next day so I went this morning. I told them what I wanted and that the manager told me to come back. 4 times she asked me oh you got wrong order? I said no and explained again. I was told to come up to the window. I got there and was asked to give them the wrong order I received. I again explained what happened. She says sorry I know nothing you come back tomorrow when he's here and hesitated before taking my money for the coffee I ordered. So now I have to me for a 3rd time to get my sandwich? I don't live very close and I have 5 kid to pack up to go out on p.a day just to get my food I should hav had he 1st and 2nd time I came. When I got home I called to ask for the store email so I could let the franchisee and manager know about my experience. Same lady answered the phone refusing to give me the email to the store. I asked to speak to manager and was told there wasn't one. So I asked what would you do if you needed help with something if you have no manager? There has to be someone I can contact about my experience? Now i have been trying to call head office and have been on hold for 29 minutes all for something that was a real easy fix! So gas 3 times. On top of my time and I'm still no further ahead. This is ridiculous. Why is it so hard to contact anyone at Tim Hortons? I noticed while on hold every comment after a complaint says to call guest services, use so you now Incalled there 1st and did this while on hold. I've been on hold now for 41:12. This is horrible...