Tim Hortons — Restaurant in Burlington

REALLY, REALLY BAD!!

My anxiety is trough the roof from their lies and false acquisitions, I have always been polite and only ask that they fill the cup up since the foam is all AIR and I am paying for my drink, whether it is S, MED, L or XL - we should get what we pay for.

Jan 26th, I ordered a french vanilla yesterday via the Tims app and went to pick it up en route to Hamilton.

I arrived to pick up my drink WHICH I paid for via 600 REWARD POINTS.

I opened the lid of my drink and as usual it was NOT filled to the TOP - YET I had paid for an XL. A fellow customer said, that looks like you got a MEDIUM.

NOW I befriended a couple because when I politely asked for the employee to fill the cup up, the fella set my cup down by the machine and then CATHY the supervisor came over to me and DEMANDED, I "take the money back for my drink OR take the drink the way it was" AND informed me I am "NO LONGER allowed to purchase anything from this store"!!!

I was absolutely shocked!!! ( and ready........WOW and it gets worse)

Her offer YET it was not really an offer as she DEMANDED it was 'Take the drink the way it was, (not filled to the top) OR take the money back'. (since I was shocked, I took the drink - thinking it was my proof of their ripping off their customers)

Then when I spoke with the friendly couple we decided, I should take the money back. So, I re-approached Cathy to get the monetary refund and RETURNED the half filled drink.

BUT when I drove away, I remembered I paid for this drink via the APP with my Tim's Reward POINTS - so, they really screwed me because 600 points is more than $ 3.79 !!!!!!!!!!!!!!!!!!!!!!

It truly seems their WHOLE staff had been told about my complaint AND .....are you ready, it gets EVEN WORSE!!!

Cathy had told me, (when I inquired WHY I was no longer allowed to buy things at their location) " that her manager Debbie TOLD HER, I had blown something into an co-workers face."

WHAT is going on here!!? I am absolutely SHOCKED at their LIES!

I have NEVER Done anything like this: #1 I usually go through their drive through so please tell me how this is possible with the distance between the car and the window and the height distance between me and them INSIDE their store? AND luckily they have a camera filming the drive through soooo this will be sooo easy for me to prove they are lying.

#2 I have only gone into their store twice, yesterday and a few weeks ago

I truly cannot believe this is how they are training all their staff at Tim Hortons. And the staff, which are all new immigrants are acting like I am wrong for simply asking for my cup to be filled up like they fill the coffee. did we all not move to Canada to be treated with respect and a better life verses this suppression...

AND how does this chaos occur WHEN I am simply asking to receive what I am paying for : an XL NOT a medium.

and their other responses to other Reviews apologize for the error YET their response to my original posts says, my review IS CONCERNING to them...

YES, this is EXTREMELY concerning to me HOW you FOLKS can LIE and "To defame one's character" means to publicly spread false information about someone...

THEN WHY would you folks LIE and harass me when I am speaking the TRUTH.

When I last checked this is 2025 in Canada NOT 1825!!!

posted - early Jan 2025 - 1st review BAD - if you are ordering a French Vanilla then wait at least 5 mins BEFORE you open your lid - then you will let the foam which is ALL AIR, not liquid, dissolve!!!

Then you will notice you are paying for a LARGE and actually getting a SMALL!!

-the staff has been really aggressive and RUDE with me YET they still take my money and say to me I am wasting their time or their cup when i ask them to put more french vanilla in another cup to FILL UP my cup.

I simple said, you are wasting my time to have to drive back to your store to get you to fill it up ONCE the foam had settled.

next time I will learn how to ADD photos as they are on my phone and I did this review...

Don’t go to this location at Plains Rd just East of Waterdown Road. Every time I have driven through the drive through, there are 6 cars waiting, but the problem isn’t the number of cars because I’ve been to Walkers Line and Upper Middle Rd and even at peak hours , cars go through quickly and efficiently. This Plains Rd location is slow and when I went in to get an order due to the long line , there were 5 staff standing around the windows and you only need 2 people- one for cash the other to serve food . What a way to avoid working . Only one older woman was running, yea running back and forth to fill the muffin and donut orders . There was no one at the counter . When I saw a boy , half peeking out the back wall , I called out to him to serve . He didn’t come, the older woman who seemed to be the only one aware of what was going on , came over to me . I told her I would like a coffee and donut orders, she went behind the wall to get the boy. He came out but said he was ?? mumbling. She then said he’d be out soon He never came out Meanwhile she could have got me a coffee and donut I waited then got upset and asked why he wasn’t working He came over finally , was again mumbling to me and I had to repeat my order I think he was playing with me, trying to be smart I loudly asked if anyone was actually working, the woman came back and instead of just serving me , made an issue out of why I couldn’t understand him I said I don’t think he speaks English Then all the staff at the window came over to me , saying he was a good boy and why would I say that ! Tell me , why does staff think they don’t have to be courteous to a customer when all one wants is a donut and coffee I left this Tim’s and won’t ever go back The Tim’s at Walkers and Hwy 5 is always happy to get your coffee I’ve never encountered anyone or any staff like this It’s like a clique at a hospital or office that doesn’t like customers and plays games with them A customer should be treated politely and with respect. It was such a disturbing incident that I called head office and complained to their Supervisor I hope whoever worked there before got training in customer service I haven’t been back since July I only went when visiting a relative in a retirement home nearby Now I bring it from a different location No need to treat anyone like they’re intruding on...

I went in to order a medium peppermint tea with one sugar—simple enough. There were two staff members taking my order, so I assume one was in training. The person entering my order asked me to repeat it four times, and each time, they still punched it in incorrectly. Then, they randomly asked me twice if I wanted cream??? I clearly said no both times. At this point, I had repeated my order six times. Finally, they repeated my order back to me—medium peppermint tea with one sugar—and I confirmed it was correct. But when I went to pay, I noticed they had entered one sugar and one cream. Before paying, I corrected them again, making it the eighth time I reiterated my order. They said okay, and I paid. Since I had a bit of a drive ahead, I decided to use the restroom while they made my tea. Before I went, they confirmed my order yet again, bringing the total to nine times. I came back out, grabbed my tea, and left. After letting it cool down in the car, I took a sip and immediately noticed something was off. At first, I thought maybe the temperature was throwing me off, so I waited a bit longer. A few minutes later, I took another sip and was now sure something was wrong. I turned on my car light, looked inside, and—of course—my tea was white. They put cream in it🤦‍♀️ I genuinely don’t understand how repeating my order NINE times to two adults still resulted in me getting the wrong drink. I should have known from the ordering process that they really didn’t know what they were doing. (And yes, I know there are bigger problems in life than a $2 drink being made wrong, but it’s still incredibly frustrating—especially because I’m lactose intolerant, and those two sips have left my stomach in pain for hours.) But now I’ll be sure to always check my drinks before leaving🙃 The only reason I’m giving two stars is because this was one of the cleanest Tim’s I’ve been to in a while (but then again it was 7pm & I was the only one in there, so if it wasn’t clean then that would be very concerning), and the staff were friendly—but unfortunately, they couldn’t do one of the most basic parts...