Tim Hortons — Restaurant in Bradford West Gwillimbury

I just visited this location and it was by far the worst interaction I’ve ever had at a Tim Hortons. I was the only car in the drive thru and then someone came shortly after me (as I got to the window). As I was attempting to scan my app (which you encourage your customers to use) the employee walked away frustrated. When he returned I tried to use my Apple Pay which required me to enter my phone code. The employee was physically annoyed and threw the pin pad on the metal counter at the window. He made me jump and caught me off guard and I apologized for making him upset because the phone required a passcode to continue. He asked me what I said and when I said “I’m sorry for making you upset you seem angry it took too long” he proceeded to tell me “well my hands are full I’m doing this and listening to an order.” At first I wondered how this was my fault? He then engaged another employee who was standing beside him when she asked him what’s my problem was- he proceeded to tell “she said we look upset.” I never said THEY looked upset, I simply apologized for making him so angry. My two young children got upset in the backseat and started asking why the man “threw the thing” and then asked why he was raising his voice. I quickly collected my items and drove away. He quickly yelled out “well whatever have a good night anyways and see you tomorrow?” I am not from that area and was passing through that city. Never again. I was thinking about the interaction as my very young children questioned that grown man’s actions and I came to the realization that it’s clearly not the guys fault. Tim Hortons needs to do better- having that man have to hold the pin pad for an extra few moments WHILE listening to an order is clearly the fault of the company. You should really consider hiring more employees to help alleviate the excessive amount of work you require your staff to perform under such pressure. The stress of the duties required should not push your employees to throw things out of frustration from being so overworked. At first I was incredibly upset by the interaction and his aggressive character however I think this is a company problem. Perhaps if you as a corporation did better by the men and women your employ people would not be so overworked by two cars requiring their attention at the same time. I hope this man gets the support he needs to not feel so much pressure that he takes it out on customers just ordering two juices for two...

I was clear in my order, and not only did they get it wrong, but the guy paused for a minute realizing something was off, and didn't ask any follow up questions.

When I got to my destination, I discovered that I wasn't given the beverage I asked for (tea) and the guy was processing why I asked for my side tea bag.

It's interesting, you know - he was ON A PHONE CALL while serving me, and went back to that call as he handed me my tea bag. This would be why he didn't want to ask follow up questions, because he was busy with something he considered more important.

Let me tell you, this location is probably a family run location. Fine, but the mentality of those running more and more Timmies locations are the reason the whole chain is going to go under.

I've written more bad reviews about Timmies locations across southern Ontario than anything else. I used to basically be a brand ambassador, but over time I learned to just bring a thermos of hot water and tea with me when I travel. Starbucks is more expensive, but for the number of times I stop at coffee shops these days, it's worth the cost for the number of times they get my order right.

I also know from experience that someone in PR at Tim's head office is going to reply to this ask me to please reach out to them, but I won't. I never do. I've given you enough information here to tell you what you need to know.

I won't be writing too many (possibly any) more of these, because I'll be a...

We chose to stop and give Tims the benefit of proving they could provide a service with their new menu through the drive through. We were disappointed to say the least. We ordered two of their new bowls and two almond milk lattes. We waited at the window for them to re-do our bowls 3 times due to their mistakes and were not asked if we wanted whip cream on our milk alternative lattes. Which I couldn’t drink anyway with dairy on it and they were lukewarm. Each time they messed up our bowls they looked at us with hope we would accept them and drive on, but with an allergy we were not willing to pay for food that was not as ordered. And it was simple, no modifications, chosen right off the menu so how hard could this be??? They didn’t have bags, and they forgot forks and napkins. With all this they looked at us like we were wrong, never thought to compensate for the mess ups and the duration we waited with angry customers behind us. Unreal customer service, a waste of time and money, horrible management. It sad to see that prices are going up and customer service and food quality is going down.

Tim’s should just stick with donuts and quick fast food items or execute their plan to keep up with other fast food locations by nailing the rollout out...