Tim Hortons — Restaurant in British Columbia

I was there on multiple occasions and had the same VERY POOR SERVICE…..

I came in on June 9th at 4:17pm, I approached the sales counter and stood there WITHOUT BEING acknowledged for 4 mins 37 seconds before I asked for help, 4 times out loud and with 7 staff members on and no one watching and or helping customers at register. The one guy was stocking fridge and looked up at me twice and didn’t say anything and went back to filling fridge, after the 4mins passed I asked the only staff member making sandwiches that was paying attention to have the Tim Horton person that is manning the register to come up and take my order….” This shouldn’t happen”. Turns out the guy who was stocking fridge and not once but 3 times went to the back “again seeing me, but ignoring me” finally after being asked by kitchen staff to serve me, he eventually walked over and took my order, if thats not bad enough, no apology for being disrespected and made to wait, NOPE, that same person in kitchen throws my order on counter and walks away.

I have been to this Tims 12 or so times, and every time, I go or we go as a family the service is always horrible and I often avoid this store for that reason. Unfortunately today I was working in Sooke and love Tims just not this store, so I went and ordered there for the last time.

If you can’t provide a service a simple as taking a order, its in my opinion that this manager and store staff, go through some vigorous training on customer service or quit.

I mean this place is HORRIBLE EVERY TIME.

I am calling into head office to file a complaint.

No customers ahead of me and only one other customer that was eating his order in lobby, and even he...

Terrible location. Be sure to ALWAYS verify your orders becaise Half the time they either get the order wrong or as is often the case when I go there they outright forget things. One time I ordered a farmers wrap and 2 coffees, thepoerson gave me my wrap then I kid you not stared at me blankly for a good 10 seconds then asked me "Can I help you?" To which I responded, "Yes, I'd like to have my drinks I ordered" then she has thus big EUREKA moment as if she just discovered cold fusion.

Today I went and there was at the very least 6 staff all working frantically in the back ALL of them ignoring the people in the place waiting to order. I waited 5 minutes and decided the wait was just getting ridiculous. As I leave I couldn't but notice ZERO cars in the drive through. Like what the heck is up with this location? If I was the franchise owner I'd let the floor manager go because it's such a bad customer experience. I was baffled at the lack of awareness the staff demonstrated. Maybe go to the location that's before you enter town if you drive becaise this location...

Ordered 3 hot chocolate w/ whipped cream and two boston cream doughnuts for family for snacks. No whipped cream on anything. Doughnuts shoved into small bag, sticking them to each other and the bags itself..couldn't even peel it apart - and the two young guys "working" (I use this term loosely having observed them) seemed outright shocked someone would give an order back and ask for what they paid for.

This happens all too often at this Tim Horton's. I understand hiring even semi-competent staff can be challenging, but this standard needs to be far higher than this. Every time I go here now, I have to repeat my order several times, and half of the time it is still wrong.

The one saving grace here is the morning service has improved .. but the evening service is pretty trash.

Go to the Tim's on West Hills instead .. it's worth waiting an extra 20 min.

And edit in 2024: Your store closes at 8:30pm. So why the hell is your store having all the lights off as if you are closing when...