Tim Hortons — Restaurant in Burlington

I’ve been a customer of this Tim Hortons for many years. It is conveniently located and once was one of the best of this franchise. The drive thru used to be super efficient, friendly and the orders were always correct.

Since new ownership has taken over all that has changed. Myself and a friend have had several issues with orders here. I’ve complained to Tim Hortons directly usually through the app. I usually get an apology and some Tim reward points.

My most recent experience is what prompted me to finally write my review. I went to the drive thru the other day. It was a long wait as usual. I ordered a mocha with decaf. When I finally got to the drive thru window the employee hastily handed me my beverage, spilling a bit of it in the process, was not friendly at all, and when I started to drink it as I drove away I noticed it did not taste very good and it was lukewarm. When I got to my destination and took off the lid I discovered that it was just coffee. Which was strange considering it was clearly marked ‘mocha’. It tasted terrible and I threw it out after a few sips.

This is just one of several issues I have had at this location. The other was in store when I was treated rudely after being given the wrong sandwich and told the employee in the store. When I complained about the situation. through the app, the manager contacted me directly to try to remedy the situation with my next order being free which was nice and showed he genuinely wanted my business but acknowledged the issues they had been having with customer service and he was trying to resolve them. But the problems have continued and I just wanted to share my experiences.

I have also been having issues at other Tim Hortons locations. There has definitely been customer service issues throughout this company, that are not being addressed by the owners of this organization. I doubt I will return to this location and I may consider trying other...

Worst Tim Hortons experience ever! I cannot believe the audacity some of their employees have towards the customers. Don’t get me wrong the morning/afternoon shift are normally pretty good and operate smoothly. However, when it comes to the night shift or anything after 8pm, DO NOT GO TO THIS TIM HORTONS YOU WILL BECOME A LITERAL STATUE BY THE TIME THEY ACTUALLY SERVE YOU. The level of unprofessionalism, far too much. To explain my experience more in detail, it was about 9:20 on Tuesday, September 4th, and I had went in after my shift at work to get myself an Iced Coffee before heading home, it is almost a daily ritual for me to get Iced Coffees from Tims and usually I am a happy camper. BUT TONIGHT, when I tell you that this place was FILTHY, DISORGANIZED, and had not only one but TWO of the most incompetent employees I have ever seen. I was waiting about 15 minutes just for them to notice me while an employee was talking to her home in a foriegn language on the phone, she was not only ignorning me but she was yelling profusely through the phone and making the whole cafe atmosphere undelightful. After waiting longer than a sufficent amount of time, I finally called out “excuse me why are you on the phone while I am trying to order”, as I was fed up with the employees treating me as if I was a GHOST. Only for her to RUDELY answer that she was on the phone and that I could wait a couple minutes more. Safe to say that this Tim Hortons needs a change of night time employees until they have learned to properly treat their customers. If this was Toronto and she had treated a customer like that she wouldnt have left work that night without a couple of serious injuries, I am very...

Been a long time customer and the customer service has been both good and bad. I rarely write reviews but I feel compelled to so that others do not get treated the same. About 20min ago I ordered a plain double toasted buttered bagel. I asked upon ordering if they were still fresh as if not np, I would have ordered something else. They told me it was. (please stop instructing your staff to say that your food is fresh even if you are unsure or it is not fresh. I eat enough of them from Tim Hortons to know. ) it was not fresh as was so hard to bite into that I could barely chew it. Things happen and sometimes we make mistakes, we are only human and I understand. However, I was not rude and just asked them to remake it because it was too hard (not fresh). They complied yet every one of the workers did so with a rude smile on their face looking at each other and at me. Not sure what was so funny. I found it rude yet said nothing other than thank you for remaking my food with a fresh bagel. The attitude is unacceptable. When customers don’t get what you are advertising, along with pleasant customer service and paying for it. It is only natural that they will leave a negative review and not recommend your location. I understand some customers are rude and self-entitled. I am and have never been one of them, and receive more than exceptional service at most locations. Please learn from this review and speak...