Tim Hortons — Restaurant in Area A (Mill Bay / Malahat)

EDIT: I am so alarmed by the amount of people who have had the same experience as me after reading further reviews… wow. Changes clearly need to be made at this location.

Had a really terrible experience at this location in the past couple of weeks. I am a loyal Tim’s customer and have been for many years. Having recently moved to the area, this Tim Hortons is most conveniently located to me. My partner and I have visited this location a total of 7 times between the 2 of us. 6 times the orders were wrong, and 1 time the hot chocolate was very diluted. Like many others, you drive away not realizing until you’ve driven off. My partner went back one time to let them know he had received the wrong bagel. The female employee seemed irritated by having to correct the issue and huffed and puffed while she sloppily put another BELT together for him. Hesitant to go back, we still did. Recently, I went 2 days in a row. The first day I ordered from the drive thru. Order was incorrect. The following day I physically went inside to order, in hopes that maybe they just can’t hear well over the drive thru mic. Ordered, got my food and left. Wrong again. Not even a little bit wrong, completely wrong. I went back in and asked the male employee at the front if he was the manager, and he said that he was. I let him know that every time my partner and I have visited this location, our orders have been wrong and it’s a little unacceptable at this point. He was quick to brush me off, walked away while I was speaking to him and then began shouting across the restaurant at his employee (full of people, by the way) to “hurry up” and make me a new sandwich. The behaviour was appalling. Other people were standing back with their mouths opened. A female staff member involved herself as well, arguing with me telling me that I’M in the wrong (?). It felt like I was back in high school. I ended up telling the manager to stop yelling at his poor employee, as I could see she was doing the best she could to quickly make me a new sandwich. He then told me to “never come back”. I was shocked and embarrassed, as he made me look like I was an issue. I did not feel I was rude, but justifiably frustrated. I’ve worked in customer service nearly 15 years. I could never imagine treating a customer the way I was treated. The work culture there is very poor, and I won’t be going back to that location. Shoutout to the Tim’s on Langford Pkwy that I’ve visited dozens of times without issue and receive great customer...

Service is absolutely terrible at this location, not to mention the cleanliness. I walk in to find a pair of jeans on the trash can with a very distinct smell, it's around 7:30pm my friend and I order a iced coffee and a Wildberry habiscus quencher. the 3 tellers at the front are having a loud conversation and the interior is devoid of costumers (important). During our order the teller miss heard the order for the Iced coffee (I get it it happens) and doesn't confirm our order before the other workers begin making an Ice cap without confirmation (at least in my experience, you usually pay and have your order confirmed as correct before anything further is done). My friend noticing the abnormality on the order on the screen corrects them saying they didn't order an icecap but an iced coffee, In response to this the worker currently making the aforementioned icecap raises their voice saying "are you serious right now?!" in a snarky tone, absolutely abhorrent service, this isn't the end though we had to wait for our drinks which took around 10-15 minutes to make, while we are waiting the employees are talking smack about us (specifically my friends weight) which was very audible considering the current population of that timmies was me, my friend, and those 3 employees. The wildberry habiscus quencher was to die for but the iced coffee had 0 taste whatsoever. If I could give a -1 star for service I would. Furthermore as a student at BCS at the time I heard rumors from multiple sources on campus about one of the workers there being the primary distributer of vapes to people at Brentwood, although this is just rumors It likely still warrants...

I don't understand why the the manager is so rude.. There's literally zero reason to be as rude as she is always. I've tried to say hi and say thank you every time. And I today was trying to quickly chat with the assistant manager I the drive thru and she was extremely rude. To the point of I am now saying something. I noticed it beg but decided she was just a mean person. But that lady needs to find something else to do if she hates it there to the point of being a horrible person to a regular customer.

There was absolutely no reason for it and honestly if she was working for me i would instantly fire her. Extremely unprofessional attitude towards customers. Just ordering a coffee and nothing out of the normal gets you a rude .. yup. I don't expect a smile but I absolutely expect at least not being a person I'd never want to speak to. Horrible horrible horrible service. She's also rubbing off in the other employees there. Because there manager is extremely rude they are to. They don't want to work. Them get a job you don't serve people. I've managed a store In Edmonton and we would have let her go right away. Timhortons absolutely does not accept tat kind of behavior from management

Head office and the people I do know will have a look at this store soon enough after I make sure they do. . Ps to that manager you didn't realize I knew people that can sort your issues for your employment. If she's an franchise owner she will have a worse time...