Tim Hortons — Restaurant in Burlington

Update: I went back on April 22 at 9 PM. I had a woman take my order and I decide to test so I made sure to give her very enthusiastic. Thank you and stop and wait and look her in the eyes not only didn’t she say thank you she didn’t look at me and she was carrying on a conversation in her microphone in a different language, I can only assume with somebody in the store so my glimmer of improving customer service of this location has fell flat. Any customer to go to this place at night time and see if the staff will actually recognize you as a human being when you’re checking out in the drive-through.

Original review: Very quick summary. The garbage cans at the drive-in window is much appreciated. Also, I had good customer service for probably the first time ever. I tried the pizza and it was horrible however. Please see review below.

This particular Tim Hortons location on harvester Street in Burlington usually leaves much to be desired, particularly when it comes to customer service, which often falls below expectations. Typically, the interaction at the drive-thru is subpar; staff members are hard to understand and rarely take the time to express gratitude, contributing to a less than satisfactory customer experience. However, my most recent visit marked a notable improvement in this area, providing a glimmer of hope for future interactions.

The convenience of having garbage bins directly at the drive-thru continues to be a standout feature that brings me back to this location. This thoughtful touch significantly enhances the customer experience by catering to a simple yet important need, and it's something I deeply appreciate.

During my latest visit, I was pleasantly surprised by the clear communication and polite demeanor of the staff member who served me. This positive change was a refreshing departure from the norm, where a thank you is often replaced by a grunt. The eye contact and genuine thanks felt meaningful, making this interaction notably better than what I've grown accustomed to at this chain.

On the topic of their menu, while the beverages and donuts maintained their usual decent quality, the new pizza offering was a disappointment. The lengthy wait time at the drive-thru, coupled with the subpar taste of the pizza, made for a frustrating experience. The pizza was lackluster and did not meet the expectations set by their other menu items. It’s clear that this product does not align with what Tim Hortons does best.

In conclusion, while there are signs of improvement in customer service at this location, it is an area that still needs consistent attention. The recent positive service experience gives me hope for continued enhancements. The standout convenience of the drive-thru garbage bins and the overall decent quality of traditional offerings keep me coming back, though I remain cautious about new menu experiments like the pizza. I am hopeful that this upward trend in service quality will continue and become the new standard at this Tim...

I have been working down the street from this location for the last 6 years. Work rotating shifts too so I get to see both day and night staff at this location, I regret to say that the night crew at this Tims is actually so awful it gives the whole location such a bad rep at my work. The day shift crew is great love them. Night shift workers are constantly not wearing masks they say that almost all machines don't work and we can tell it's always at night to be lazy to either not clean or make those drinks at all. Somehow manage to go from great day coffee to stuff that taste like it's still been there all day on night shifts it's absolutely disgusting most nights. The service is incredibly rude the one lady who works there I had her re make a whole new order because everything was wrong and tasted bad ever since then she has gone out of her way to be rude every time I go. I buy coffee for more than just myself every time I go so I have to hear about it myself so I figured it's about time you guys heard it. Fire your night shift crew members and hire people who care you should see how lazy they are all night. I'm hoping you can change that so I can change my review for the day...

Went through the drive-thru at this location and ordered: Maple Bacon Scramble box, hash brown, and medium coffee with 1 cream and a hazelnut flavour shot. Thankfully, my office is very close by, because when I got there I realized they'd given me what I assume is someone else's complete order. I got the hash brown, but in the box was a breakfast croissant, and the coffee didn't have any hazelnut in it. I went back, went into the restaurant and explained that i hadn't got what I ordered. They remade my coffee, and I waited while they remade my scramble box. The lesson here is, never assume people are paying attention to what they're doing, and ALWAYS check the contents before you leave. I just assumed that since they were having to remake it, they'd get it right the second time. NOPE. Got back to the office, opened it up, and found they'd put the regular sauce on it instead of the maple syrup. By this time I'd wasted so much time, i wasn't about to go back yet again, so i decided to leave this review instead. These people either don't pay attention to what they're doing, or they have terrible listening skills. DO...