Tim Hortons — Restaurant in Brampton

UPDATED RESPONSE No, I am not open to discuss this any further. Please train the guy who operates this store and the girl who works for drive throughs as to "how to ask the customers if they need a receipt" first. Of course asking a customer their proof of purchase is a rocket science.. they may not pass this test after all. Also, please get their attitude fixed first. and TH, please stop giving this BS standard answers to every review you get. Give me a break.. I expect better from you.

Visited This Tim Hortons This Evening: A Disappointing Experience

It’s hard to believe the real Tim Horton wouldn’t be turning in his grave after witnessing the poor standards at this location.

Here’s what happened: We ordered two small coffees, each with one cream - a simple and straightforward order.

(1) The untrained cashier took our order. (2)No receipt was provided, nor were we told to wait for our order. (3)We waited and waited. When there was no sign of our two coffees, I approached the cashier who had taken our order. She panicked, unsure of how to prepare a coffee with one cream, and started asking others for help. (4) Finally, after some time, she handed us one Double-Double instead of the two small coffees with one cream that we had ordered. The lack of a receipt caused unnecessary confusion. I explained to her that if she had provided a receipt, we could have avoided this mix-up.

To my surprise, a senior staff member working the drive-thru overheard this and responded unprofessionally, stating that they are not required to give receipts unless customers specifically request them. If this is the policy of Tim Hortons, this policy is shocking and disappointing for a brand like Tim Hortons, in my opinion.

Adding to the frustration, a person with black top and bottom, who seemed to be the manager (or acted like the owner) doubled down, saying that providing receipts is "not part of the training" unless customers ask. This same person failed to acknowledge that the cashier not only skipped providing a receipt but also completely forgot our order. The lack of proper training was evident (he is the same person who talked about what was not part of Tim Horton's training), and their explanation of Tim Hortons' "standards" was far from convincing.

Eventually, we were given two coffees with one cream each. However, the moment I opened the lid, I could tell it wasn’t just one cream - it was more, likely the amount intended for a medium cup. I asked her to redo the order, which she did. This time, the coffee seemed correct.

My question is: should it take multiple attempts for Tim Hortons to get a simple coffee order right? What a shame and disappointment.

Tim Hortons management, please address these issues immediately if you want your brand to thrive. Otherwise, you’re on a slippery slope. I already have previously provided feedback to you and your management regarding the issue of your staff not providing receipts voluntarily. Despite this, you have failed to address the matter through your processes or corporate directives. How difficult is it to train your staff to ask customers if they would like a receipt? Please take action and fix this issue. Otherwise, it may appear that some of your franchises are evading taxes.

To Tim Hortons Franchisors (PLEASE MANDATE A RECEIPT IS GIVEN TO ALL CUSTOMERS): It’s clear that customer service has taken a back seat. As a loyal customer, I urge you to implement a simple policy: train your employees to ask, "Would you like a receipt?" If this issue isn’t addressed, it raises concerns about tax compliance. How can customers trust your business if proof of purchase is treated as optional? Please address this issue and ensure your franchisees uphold the standards Tim Hortons was...

Extremely Rude and Unprofessional Staff

I had an incredibly disappointing experience at this Tim Hortons location on February 11, between 7:30 - 8:30 PM, due to the rude and unprofessional behavior of the staff.

When I arrived, I patiently waited for about two-three minutes before the server acknowledged me and took my order. I ordered a Habanero Chicken Wrap, but she failed to ask whether I wanted slow-cooked or crispy chicken—a STANDARD question at every other Tim Hortons I’ve been to.

After realizing the oversight, I politely clarified that I wanted slow-cooked chicken. The server realised her mistake and asked her colleague to make the change. However, the girl preparing my order rudely shouted that the wrap was already ready. When asked if she had slow-cooked chicken available, she aggressively threw the existing wrap in the bin in an extremely unprofessional manner.

Despite this unnecessary hostility, I remained calm. I briefly stepped away to pick up another order from Wendy’s, and when I returned, the front staff started arguing with me, insisting that I should have specified my choice of chicken—shifting the blame onto me instead of taking responsibility for their mistake. When I pointed out that it was their job to confirm, she started yelling at me in an uncalled-for manner.

To make matters worse, when I finally received my order, it was purposely made poorly—lacking chicken, sauce, and overall not up to Tim Hortons’ usual standards. It was obvious that this was done out of spite, further proving the staff’s lack of professionalism and disregard for customer service.

This level of rudeness is unacceptable, especially in a customer service role. As someone from a hospitality background, I would never treat customers this way. The staff here clearly lack basic professionalism and respect.

I will never be returning to this location again, and I strongly urge management to properly train their employees in basic customer...

This place does not even deserve 1 star but sadly google does not allow 0 stars. I am a regular at tim hortons. This location by far has to be the worst i have visted by far. I ordered a grilled chicken ranch wrap with no bacon and no tomatos. At the ordering speaker they were not listening first and foremost, i ordered a wrap and they said do you still want that coffee? I never asked for a coffee. I told them my order, luckily enough for me i tried the wrap at the window. The wrap was filled with nothing but salt, bacon and tomato. A complete mouthful of salt. I dont think i have had worse food any where. I asked for a refund when i told her about my wrap she said "ill make you a new one" as i insisted i would like a refund because i dont eat bacon and the salt left a horrible taste in my mouth. She closed the window and said NO i cant give you that, you ordered it. She then tried to hand me another wrap, after yelling and telling me to get out of here. I would never go there if they paid me to go there. She then said im not talking to you and turned around with her back facing me. Such an immature lady with 0 people skills and service skills. Ridiculous that she even got hired here. People like this really tarnish a brand and make people not want to go there. When i asked for a manager she started yelling telling me this is what i ordered and she has a long line behind me and i need to move and get out of here. If it was up to me she would be fired on spot. The name of the two immature ladies are SHAZIA AND ANOOP! HIGHLY UNPROFESSIONAL, EXTREMELY IMMATURE, 0 COMMUNICATION SKILLS, 0 PEOPLE SKILLS. I AM CONFIDENT SHE DID NOT WANT TO GIVE A REFUND BECAUSE SHE DID NOT WANT THE MANAGER TO ASK WHY THERE IS A REFUND REFLECTING IN THE REGISTAR. 0/10 for these 2 people. They cannot be working in this industry because the rest of the reviews really reflect where this tim hortons is going. Erika if you are seeing this. This happened approx at march...