Tim Hortons — Restaurant in Burlington

I'm a very easygoing and understanding person. People make mistakes, nobody's perfect - I get that. But my experience at this location at about 8:25pm this evening was so incredibly bad that I immediately came to check the other reviews and subsequently leave my own.

I asked for an iced black coffee, nothing more, nothing less. I go to the window, pay, and receive the coffee. I take a sip in the parking lot and can immediately tell that there's liquid sugar or sweetener in it. I've been drinking black coffee for 10 years, I know what it tastes like. Anyone that drinks coffee knows what it tastes like. I take it back to the window and politely tell the lady that she must have put liquid sugar or sweetener in it because it doesn't taste like black coffee. She insists that it is black coffee. I again politely tell her that there is no way it is black coffee. So she then tells me that she can take it back and make another one, which she does. She comes back to the window maybe 10 seconds later and hands it to me without saying a word, and with an emotionless look on her face that I couldn't help but notice. I take a sip of the coffee in the parking lot, and it literally tastes like the coffee I just gave back to her. Given the look on her face, the fact she only took 10 seconds to allegedly make a new coffee, and that it tastes the exact same, I'm convinced it actually is the same coffee I gave back to her.

Had the lady simply made an error twice, I would have assumed she was having a bad day and forgotten about it. But with the situation in its entirety, mixed with the history of poor reviews regarding service, I had to say something. I'm so mind blown by this experience that I don't even want to go back to the window to address the issue because there is no possible way that the staff here can competently handle resolving it.

I never thought I'd be leaving a review for a coffee order.

Edit:

I just poured out the coffee except for half an inch at the bottom of the cup - there's no mistakening that it's liquid sugar or sweetener. What if I were diabetic?

Edit #2:

7 months ago I submitted the formal complaint at the website they provide to everyone. I've reached out to them twice and have yet to hear from Tim Hortons about how they'll rectify what appears to be a consistent problem or how it's been handled. Instead, I've received responses more or less saying:

"Hi,

I’m sorry to hear that you have yet to be contacted. We take this feedback very seriously and want to ensure that we are doing everything we can to assist you.

Unfortunately, I do not have a time frame for when they will contact you, but I have updated your case and it has been sent again to the restaurant management team. I have also requested that they follow up with you about this as quickly as possible.

Please let us know if there is anything else we can do to help and thanks for being a valued Tim Hortons guest!"

It seems there is a disconnect at Tim Hortons that starts at the top and trickles down to the frontline. Very disappointing considering what Tim...

This is without doubt the worst Tim Hortons I have ever had the misfortune of visiting. I have had issues with their service in the past, but last Tuesday was by far the worst ever and why I was compelled to give my review. Could be the most terrible customer experience I have ever endured and I would give it 0 stars if I could.

I had to order some coffees and breakfast items and was in a bit of a hurry. The drive thru was too packed so I decided to go in store to order.

The lady at the counter took all my drink orders no problem but then when I began with my food order that’s when things went downhill. I asked for a farmers breakfast wrap with sausage on an English muffin. She struggled for what seemed like minutes but could not figure out how to enter that item. She apologized, said she was new at the cash, and eventually called on another employee to assist. A gentleman took over and I gave him the exact simple order. He too struggled for several minutes but could not figure out how to enter it. By then a line was forming behind me and I was concerned I would be late as I was meeting my sons at a certain time. After what seemed like eternity, I just said I wish I went to the Walkers location. The guy heard me and gave me the dirtiest look I’ve ever seen, got super angry, stared me right in the eye and told me to leave and go there. Then he left the counter. The lady who at first tried to serve me came back. She gave another vague apology that they are new. They both looked to be middle aged and experienced and I could not understand what the issue was.

So naturally I did as instructed and left immediately for the Walkers and mainway location. I went to the drive through. Placed my order. Had absolutely no trouble at all ordering a farmers wrap with sausage on English muffin (as I have at other locations) and the rest of my large order. I drove up and within a minute or two I had my entire order paid for and ready to go. No problem at all.

I even asked while waiting if they had any issue with my order and they said no, nothing unusual about it and I just mentioned the issue I had at the Pioneer location. They did not understand why it was difficult.

So I will never return to this Tim Hortons again. And I would never recommend to anyone to visit this location as there are many others in the area to choose from. Clearly all the poor ratings here are justified and I’m not the only one having problems here. Management needs to do a better job with their hiring and training practices at this location. It’s a poor reflection on the Tim Hortons brand, to...

Honestly where do I begin with this location. I am a very understanding person when it comes to mistakes because it’s only human of us to make mistakes sometimes. But the problem here is that they make mistakes all the time. On April 7th I went there at around 12:30 pm to get chicken noodle soup and French vanilla to go at the drive thru. I know that sometimes they run out of things which I am okay with because I can just order what’s available. They served me chicken noodle soup without any soup and all noodle and chunks of old faded chicken, basically scrapped up from off the bottom of the pot. I was already on the highway by then and honestly I don’t have time to turn around and teach them how to do their job properly. It’s not cheap to buy these things because it’s not like I am spending 1 cent here where it’s okay for them not to care about the type of service they are providing. I went back to the location again today to order 2 ice caps and 1 mango starfruit refresher . The ice cap lid was all dirty with the coffee juice scattered at the top of the lid and the lady at the drive thru was touching the top of the lid to serve it to me , it’s very unhygienic because we are random strangers and not your family where you can serve food in that manner. Hair net was NOT worn by her or maybe other people because that’s why there was hair stuck to the cup. It’s very disgusting actually because how would you feel if someone served you food or drinks and there was hair on it and i don’t even know you. I am not even writing this post to get reimbursed because at this point I have always complained but every time I am here, I am disappointed with the food and now the drinks. I have had past complaints about me asking for “NO TOMATO” and I get EXTRA TOMATO or I will ask for double toasted and it’s not toasted at all. I am a loyal customer of Tim hortons and I go to various different locations but none like this location where every order is just screwed up in a very disrespectful way. I kindly advice you that you train all your employees on food handling business because this is just very upsetting and I am looking out for other people who are always here to be treated well because we are your customers and helping the business...