Tim Hortons — Restaurant in Burlington

Horrible at toasting bagels. Double-toasted is cold and barely tinted golden, while triple-toasted is absolute charcoal.

I try to communicate every time that I want something more than double—toasted in between that and totally blackened. Dark brown, dark gold—something like what double-toasted should be, but rarely is here since they changed their toasters a year ago...

So I say: "Really well-toasted bagel, please."

Today, the girl rephrases: "ok. Double-toasted."

I say, "Please make it more than double."

And with absolute attitude, she responds, "Ok, you'd like a burnt bagel. Your total is—"

I interrupt, "Excuse me, no. I don’t want it burnt."

She then replies, "Ok, then it will be double-toasted," dismissing my request entirely. I was then served a very average toasted bagel—barely tinted and not even hot.

Some staff—particularly the long-term ones—are very kind and try to make it right when I express that I didn’t get what I asked for. But then there are others, like this girl, who respond so negatively to custom requests that they make the visit totally unpleasant and stressful. This isn’t the first time.

I used to frequent this location almost daily for the past three years, but I haven’t lately because of how inconsistent this bagel situation has become—and how bothered some staff are when I ask for it to be toasted properly. This interaction today finally prompted me to leave a review because it was such a turnoff.

Just a thought: If you served quality from the start and didn’t take shortcuts by toasting your bagels so lightly to save time, special requests wouldn’t be necessary. Maybe if you trained all food staff on consistency, there wouldn’t be as much customer disappointment.

But message received today—staff at this location are overtly bothered by customers who have requests. Quantity over quality it is here—got it! I’ll avoid returning.

Most other locations I've encountered don’t have such an issue, and some staff at this location have understood the request and done a great job- so I know y'all are capable of making it the way I'm asking, you just...

Let me start by saying I've been a regular at this location since Oct 2017. This Tim Horton's is unfortunately the closest one to me so I keep going out of convenience; however, over the course of the past year, I have had more wrong orders here than correct orders. From getting FLIES IN ICED COFFEE (yes, they gave us iced coffee with flies in it) to just simply getting almost every order wrong (is it really that hard to NOT PUT TOMATOES in something - like my partner is ALLERGIC man). I don't know if it's terrible management and training or just the children they hire to work there. To top it off, the most they've ever done for customer service when they get stuff wrong is to fix it (I literally have to ask them for the we screwed up coupons that they keep for these occasions). It's really depressing because I know they don't care about me as a customer (as a stand alone location and as a corporation) and I know nobody reads Tim Horton's reviews. I'm still going to leave my mark here with...

This location has significantly gone downhill! I arrived this morning, April 9, 2025 to find the drive through swamped, so I decide to go inside to order. I was immediately served at the till, made my order and proceeded to wait. The team member who served me at the till continued to do so with others while I waited. Another team member was filling the orders. As she continued to fill other patrons orders, I waited. As I waited, I observed the team member who took my order stand around doing nothing instead of being a "Team Member" and jumping in to fill orders! Efficiency?? Ever heard of being a "Team Player"?? I voiced my concern only to be abruptly told "I am filling drinks!" What has this world come to when people don't jump in and help when help is needed?? On another note, my son was the manager of this location years ago and let me tell you, no one stood around as patrons were waiting!! Work ethic was taught to him in his early years before him becoming manager and it still...