Tim Hortons — Restaurant in Ajax

This location has seriously gone downhill over the past 3-6 months.

The service inside is incredibly slow, often with very long wait times and no sense of urgency when taking orders. Food orders are often taken incorrectly and require further clarification multiple times.

Today I ordered a pepperoni flatbread pizza, and the cashier noted it down as a chicken parm pizza. I made the mistake of assuming that she heard me correctly and did not take a moment to confirm my order on the screen prior to paying. The order took well over 10 minutes to fulfill and they could not remake the pizza as the last base was used with the chicken parm toppings.

Whilst waiting for the original pizza order, I noticed that were 3 staff members attending to the drive-thru orders and sheepishly looking away from the long line of customers waiting for service at the front register.

The inside of the restaurant was also quite dirty, with garbage and debris on the floor, and multiple dirty tables. I also noticed the floor behind the counter was in the same state, which was quite off-putting.

It honestly looks like the locations is heavily understaffed and poorly managed. The only time I saw the manager during my visit was when they appeared from the back to process my refund. At no point did they address the long line of customers and appropriately delegate tasks to their employees.

Avoid this location unless you're...

Just had a horrible experience at this location. I ordered two BLT Wraps with extra bacon at the drive through. While waiting for them to make my order it sounded like a big fight was breaking out inside as staff started yelling at each other. After 5-10 mins I recieved my order asked the people at the window to make sure they were on wraps and they assured me they were. I looked at my "wraps" to find out they were on buns. I have an allergy to yeast which is why I always order wraps. I went inside raised my voice to get someone's attention. I was addressed by an older eastern European lady in the sandwitch department who after telling me there is no blt wrap finally realized that I wanted the blt sandwich ingredients on a wrap. While she was getting that ready I spoke to the manager who was amazing and the only reason I have given a second star. She was very understanding and kind unfortunately while we were talking the eastern European lady interrupted and decided to take that chance to tell me off for raising my voice. In front of the manager!!!! The manager apologized for the ignorance of her employees and assured me she would talk to them about their actions. She also gave me three free coffee vouchers. I really miss my usual mid week girl at the drive thru window. I dont know her name but she has a some what high pitched voice and is amazing at making sure the orders are always right...

I've been a regular customer of this particular Tim Hortons location since they built the place. I'm here at least twice a day and it's in a convenient location but I'm not sure for how much longer. I don't know what's gone wrong with the service at this this place but it's been downhill for the past couple years. In the beginning the place was well staffed and the service very good. Not so much now. Whether you're at drive-thru or lined up inside the store. The level and quality of service varies depending on when you go. I find the worst time is after 2pm and especially bad after 3pm on the weekend. Long lines inside the store (and drive thru). You're lucky if someone spots you standing at the counter waiting to be served. Instead of having at least 2 people working the front counter, they usually have just one person. That same person who handles the cash then has to prepare the customer's sandwich/bagel/soup while there's a lineup of people waiting for a coffee. Makes sense to have at least 2 people when it gets busy. Another problem (perhaps a language barrier issue) is that at least 5 out of the 7 coffees I order each week are screwed up. The order appears correct on the screen but always ends up wrong afterwards. I hate to complain but if they don't start getting their act together, people will just...