Tim Hortons — Restaurant in Aurora

I had a disappointing experience today at the Esso Gas Station located at 1472 Wellington St. East, Aurora, ON. The store has a Tim Hortons inside, where I requested a cup of tap water to take my medication after purchasing a car wash. To my surprise, the staff member—a lady working there—told me I needed to pay 10 cents for the cup.

Another customer overheard this and pointed out that tap water is free and showed me the fountain with drinking water and cups available below it, which is actually a slush maker. When the staff returned with a paper cup of tap water, I mentioned that this was the first time I’d ever been asked to pay for tap water in Canada. She then hesitated and told me I didn’t need to pay but also said, “I don’t think you can take water from that machine,” when I attempted to use the fountain.

This inconsistent and unwelcoming behavior left me—and the other customers—shocked and disappointed. Tap water should always be available for free, especially for situations like taking medication. This kind of customer service is not what I expect from a trusted brand like Tim Hortons.

I hope this feedback is taken seriously to improve the experience for...

I usually enjoy stopping by Tim Hortons, and this location at the gas station seemed convenient. The coffee is consistently good, and it’s usually a smooth experience. However, my recent visit was anything but.

One of the workers there clearly didn’t understand anything I was saying. I ordered three coffees, and she handed me only two. When I pointed this out, she said I’d need to pay for the third one—which, fine, mistakes happen. But then things got ridiculous. Instead of charging me for the third coffee, she somehow managed to use my card to pay for the car behind me. Yes, you read that right. She charged me for someone else’s order.

When I pointed this out, she claimed that I had paid for the car behind me, as if it was my choice or mistake. Let’s be clear: it wasn’t. It was her mistake to even scan my card like that. Not only was the whole situation confusing and frustrating, but the lack of accountability was infuriating. This is unacceptable customer service, and honestly, I don’t think I’ll be returning to this location...

I visited your Tim Hortons location this evening and had a very upsetting experience. I only ordered a coffee and a bagel, but I was charged $17. I didn’t notice right away, but a few seconds later, the staff member asked me to tap my card again. When I asked why, she didn’t explain and instead responded very rudely.

Eventually, she admitted that she had overcharged me, but instead of apologizing, she continued to be disrespectful—and even started yelling at me. When I asked another employee who she was, I was told she is the supervisor. I was shocked and disappointed by her behaviour.

As a customer, I expect to be treated with honesty and respect—especially when the staff makes a mistake. Being overcharged is already frustrating, but being yelled at and spoken to rudely by a supervisor made the situation much worse.

I hope this matter is taken seriously and...