Tim Hortons — Restaurant in Burnaby

An unwavering customer of Tim Hortons since its earliest days in the 1970s, I have always enjoyed a very positive experience in terms of customer service and food quality. Tim's coffee goes without saying. I have worked in the residential community of Simon Fraser University for over four years. In that time, I have noted highs and lows in terms of food and service. Over the past year or more, this store location has gone through several stages of decline. Staff have come and gone in short order. I visit the store during the early morning hours and often staff are late, and the store has not been open as advertised. The shelf food items are often stale, very dry, overcooked and hard i.e. bagels, biscuits, breakfast meat, and muffins/donuts. The store consistently has next to nothing fresh on their display shelves after opening. Many customers have walked out in anger/disappointment. Some never return. Recently I ordered coffee, a steak and egg with biscuit, and two bagels. The food items were way overcooked, horrible to chew/taste and after one bite I threw out the entire order except for the coffee which was not up to par either. An employee at the cash register one day spoke little English and held a dime in his hand for several minutes, not knowing the value of the coin nor what change to return to me for a cash payment. The list goes on and this is not the way to operate a store of any kind. Several months ago, a supervisor appeared, obviously experienced, courteous, knowledgeable, and mindful of customer concerns. He announced new ownership and management of the store. During his presence, all aspects of the Tim Hortons food quality and services changed dramatically for the better. Customers were coming in ever-increasing numbers and what a welcome surprise. Sadly, this store location is once again in serious decline. Last week I got two bagels that were not the kind I ordered though my stated preference was indeed on the shelf. Instead of toasted with butter, I got neither and was handed a different bagel with a cheese I dislike intensely. I understand the challenges of retail endeavors in a small population as SFU's UniverCity. Still, after a near lifetime enjoying all that Tims has to offer, the current and ongoing circumstances have not been addressed consistently. Where is the training and supervision? I must say in closing that there have been several long-term employees serving customers and preparing food, mostly a few female staff dedicated beyond what I could offer under the same circumstances; full credit to current female staff whose efforts have been exemplary. I will not comment on the non-service the young male employees...

Once in a while, it's good, and you can taste they cleaned the ice capp machine, but it's not as often as it should, so this review remains 2 star. Sadly, there aren't many other options around, and I'd rather a bad ice capp than something from a store nearby. Otherwise, I would not frequent this location at all, and I'd give it a 1 star.

-There are rarely any boston creams, but a lot of the time when there are, they don't have filling :/ Today for example, sept 14, 2025, it would have been from the afternoon batch. -The ice capp machine always tastes stale and they use way too much cream. It's also frequently not working, I don't know why, but it's usually in the am, and for a significant amount of time. I'd assume it's being cleaned but it tastes the same after. The staff also really don't like making ice capps, and will make everyone's coffee AND the second worker starts on food before the capps for ppl way behind me in line. Mind you, these are not big lines, but when you sit to wait for your order and a person who just walks through the door gets theirs before you, it doesn't feel good. Maybe they have strict assignments, but I watched one just stare at the cashier even after the ice capp order went out, this was yesterday. I understand if you want to ring people through and do everything at once, but I watched her take longer making a coffee than my ice capp, so.......... yep. I'd get an ice coffee, but if you don't go before mid afternoon, they're usually out. They also didn't even make any on the really hot day we had here this summer, I couldn't believe it actually. -They never use the full amount of cream cheese on bagels, and they're frequently out of everything bagels. If you want the full amount, ask for it on the side. -I don't eat the breakfast sandwiches from this location anymore because the food is always sitting for too long.

*I just hope a manager sees this and has them stock more of the popular items, and prepare/clean them according to guidelines! This is definitely a location that would benefit from having a supervisor on staff at...

Truthfully..... This Tim Hortons is a joke. Im not sure where I should start in describing my experience at this location. I come here almost every morning and a few times a week I stop by here in the evenings. I am appalled at the evening service. The staff don't care for the customers. One of the male workers frequently uses the main counter to watch loud videos off his phone after claiming there is no more food, despite there being food when someone else comes on to shift. The ladies who come on to shift later on are to busy flirting to provide service leaving me and other customers waiting for over ten minutes for a simple cup of coffee. Once the coffee is served it is definitely not as fresh as Tim Hortons prides itself to be. There is commonly a lack of food despite there being an abundance of people wanting food. The workers choose socializing and siting at the table with their friends over providing adequate service. The staff are frequently seen eating behind the counter which is unhygienic. The bathrooms are not clean despite the staff frequently using them. Although this Tim Hortons is advertised to be 24hours it is often closed for a few hours with a handwritten sign left on the door. This Tim Hortons has potential due to its location however the unmotivated and careless staff are destroying Tim Hortons reputation of being a fast, fresh and friendly environment. I would rather go to bed hungry than spend another dollar here, not that they would have any...