Tim Hortons — Restaurant in Aurora

One star is too generous for this store and its management…

On September 6th, I placed a substantial order totalling $40, which included a medium iced Capp for my wife. To our utter surprise, we discovered a plastic bag lodged at the bottom of her cup.

Upon bringing this matter to the attention of the store manager, I was contacted by the owner. Their response consisted of assuring me that a 'thorough' internal investigation had been conducted, which yielded no evidence of such a bag in the store. This response, which I interpreted as an implied suggestion that I may have inserted the bag myself, raised serious concerns about the fairness and impartiality of their inquiry.

In an attempt to actually resolve this issue and better understand what happened, I sought a second opinion from another Tim Hortons location. There, a supervisor promptly identified that the bag in question had an identical seam to the bag used for packaging iced Capp cups (see pictures included). I shared this revelation with the owner and manager, anticipating an acknowledgment of their mistake and a proactive effort to rectify the situation. To my dismay, the manager denied the validity of this information and suggested that tests had been conducted to disprove the possibility of such an occurrence. My only thought is if their machine could not process this bag, then someone must have manually inserted the bag in there.

In response to this ordeal, the owner initially only extended an offer for a complimentary dine-in experience. However, I find it perplexing to consider returning to this establishment for a meal after this experience. Subsequently, the owner expanded their offer to include a refund and a $30 gift card, however only after I followed up again with the manager two weeks after the incident originally occurred. Following this offer, I inquired with a Tim Hortons Guest Services representative about whether they would accept this offer, to which the representative replied to no. Moreover, discussions with two supervisors from separate Tim Hortons establishments confirmed that this offer was indeed inadequate and fell short of expectations.

I reported this incident to a health inspector in Aurora. Additionally, I'm awaiting the follow-up from the district manager, who according to Tim Hortons Guest Services, was supposed to reach out. Overall, I find it disturbing that a store so clearly at fault has been so insincere and resistant to fairly rectifying the situation. Out of principle, I would not dine here or at any other Tim Hortons owned or managed by the people I’ve dealt with, which to my understanding, also include the two stores on Wellington.

Update: November 2nd, 2023 For context, the standard response one typically receives from the store owner in addressing a negative review amounts to nothing. When you contact Guest Services with a complaint, they redirect you to the store manager or owner, who then determines how to handle the situation. Unfortunately, in my experience, both the store manager, Kanda K., and the store owner, Drew Alford, have been nothing short of passive and disrespectful. After two follow-ups this week, I eventually received a $30 gift card and a refund for the iced Capp, but this falls short of what the store manager initially promised, which was a refund for my entire meal as well. However, the owner, Drew, strongly denied this commitment and also disputed the assertion made by the health inspector, who cited this store for minor infractions, that the owner would increase the gift card amount. Regarding the minor infractions, while I don't know specifics, it comes as no surprise; during my first visit back to this store, there were flies on the donuts, as captured in the new picture I've included.

Drew and Kanda represent everything one wouldn't desire in management. I don't believe my request for a full refund was unreasonable, especially given Drew's admission of the bag coming from his store. Out of respect for the consumer's rights, I'd avoid dining at all of Drew's Tim...

I came to get my regular latte this morning and something really strange happened. I always ask for a sleeve because it's easy to drop your cup of coffee without it when you wear gloves. So they told me they had run out of sleeves, and in a second I noticed "extra cup" for 10 cents added to my total. In order to substitute a sleeve. I told them hey, I didn't ask for the cup and also why did you add it to my total? Without telling me? When I asked if I really had to pay for that extra cup they told me "Yes", obviously being annoyed by me asking. I was in a rush so I paid this extra 10 cents for an absolutely useless cup I was forced to get. The most embarrassing fact was that they HAD sleeves and they were using them for other customers!! I also asked why they were using sleeves for other orders and they simply responded "we are running out, we are sorry"... Just think about...

Just popped in for a tea with a friend. After a short while we heard what sounded like shouting coming from the employee part. Then we realised it was someone screaming in pain. A CUSTOMER asked what was going on and was told that an employee had fallen off a ladder and was hurt. By now it had been about 20 mins of hearing screams. ALL the staff were in the back room, abandoning the front. The customer asked if anyone had called 911 and then promptly called 911 herself. We were stunned that a customer had to be the one to call an ambulance. The ambulance pulled up as we were leaving and we can only hope everything was OK in the end. Did not appear to have competent staff who were trained in what to do in...