Tim Hortons — Restaurant in Burlington

Overall the worst experience I’ve had at a Tim Hortons. I know that Tim Hortons is not known for their customer service skills at all but this was wild.

I went through drive thru to order a 12 grain bagel belt with cream cheese. I asked if there was turkey bacon and the person in the drive thru speaker said yes. I asked if I could replace the bacon in my bagel belt with turkey bacon and they let out the biggest sigh and proceeded to say “oh my God ma’am okay”. I could feel their eyes roll to the back of their head. I asked what the problem was and they had said the sandwich was already made when I asked for turkey bacon, and that she had to switch the sandwich on the till completely and punch in a new one (they charged it as a turkey club sandwich with cream cheese and a 12 grain bagel as the “bun”). I proceeded to get to the drive thru window to pay for my things and leave. I should have checked the sandwich before leaving the drive thru but they seemed like they were in such a hurry to get me out of the drive thru. Turns out they put Turkey cold cuts with regular bacon in my sandwich! I was livid, especially since my dietary restrictions right now require me to stay away from both general cold cuts and pork bacon. If I wasn’t in a rush to get somewhere I would have turned around and told them to remake it. I should have guessed that the person on drive thru misunderstood me when I said turkey bacon. I thought that turkey bacon was a regular thing that people order! I can only have so much grace for bad customer service but to botch my order this bad and charge me extra for it?...

My opinion and biggest complaint is that the store owners and franchisees now lack enthusiasm to keep their shelves stocked, and often throw out their material before even 8:00 p.m. so that there are no donuts left when you walk in. Go in the daytime, because evening is now a lost cause. I know the days of on-site Bakers are long gone and I'll never expect a fresh donut ever again from Tim Hortons because their cost accountants told them it was cheaper to make frozen donuts in one factory and ship them out to all of their stores rather than to employ individuals to make fresh product in the store.

Tim Hortons now pursues a policy of increasing profits by opening new stores but with little regard towards improving the profitability of existing stores. This means that eventually they're going to reach a saturation point where they can't keep their growth going because there are no more places to install a store and new franchisees won't have the confidence to invest in a new store. So what they have to do is improve the service in the stores and the product offerings and innovate in some way to make the company better rather than trying to maintain their profit margins or returns on investment for their investors by increasing the number of stores.

Below it asks "did you dine in?" Yes, the five of us had coffee and a couple of dried out donuts that hadn't been thrown out yet.

Then it asks "what did you get?" and all I can think of is "massively disappointed". My cousin Tim is probably spinning in his grave to see what has happened to his stores, his legacy, and...

I am very disappointed with my recent experience at the Tim Hortons located at 5051 Harvester Rd, Burlington, ON L7L 6S1. I am careful to order only items that are suitable for me to eat. I ordered a plain croissant with egg, but while waiting for my order, I saw the staff member preparing it with the same gloves she had just used to handle slices of pork bacon for another customer’s order . Without changing gloves, she went directly from handling bacon to making my order. For a moment I froze, trying to process what just happened — at first, I thought maybe it was beef (which still wouldn’t have been acceptable for me), but then she clearly told me it was pork. I immediately returned my order, but instead of understanding my concern, she raised her voice and insisted “it’s just egg.” I was stunned, but since I was getting late for work, I left the store without saying another word. This is not only insensitive to my religious dietary restrictions but also a serious hygiene and cross-contamination issue that affects all customers, regardless of their background. It is the responsibility of every employee to maintain proper food handling practices, especially when dealing with allergens, dietary restrictions, or religious considerations. I strongly urge management to take this matter seriously and ensure staff are properly trained on hygiene and cross-contamination prevention. Customers should be able to trust that their food is prepared safely and...