Tim Hortons — Restaurant in Burnaby

I support persons with Disabilities for living. This happens to be one of my client's favourite Tim's for years. She would travel two cities to come here and hang out. One time I was at the location with her and she ordered her usual tea. She spilled her tea and she was screaming in pain and went to the counter to ask for help. The ladies working ignored her and carried on with making donuts. I went to the counter and asked for first aid. They said they did not have anything and even with my asking for help they did not even turn around or offered help. One of the sink was costumer accessible so I turned on the cold water for her and asked for ice and paper towel. They only offered help AFTER 15minutes since injury with multiple request from both my client and myself. I have escalated this matter and left a message at the store which was deflcted that there was no manager on shift at the time, and he isn't often around and I was given an email. At this point my client decided to drop the matter and boycott the place. She had 2nd degree burn which left her scar that lasted three seasons to completely heal. Today I had to go there quickly with other persons with Disabilities. Staff once again ignored us completely and just filled the order. I have asked for accomodation letting them know one of the gentleman I was with has Disabilities and it would be great if we can use the washroom. The staff said "Washroom is unavailable for the costumers" at 8pm, so I had to take the gentleman to the Wal-mart to do business. They are really unaccomodating and really not accessible. Please do not support...

If I could rate this location a 0 I would, so the 1 star is being generous. PLEASE READ! I hardly ever post reviews, but I just had to for this. My child had to use the washroom, and the mall was closed so I assumed it would be the safest alternative. When I say this was the DIRTIEST, FILTHIEST restaurant, store etc I have ever seen it’s an understatement. Just walking in the door you could see the amount of filth all over the floor and tables, and it was very slow and evening time. There were 3 staff on duty so 1 of them could have pulled themselves away from standing and chatting to clean up. Anyways, went to the washroom and the doors were locked (women & family) so went outside to ask for a key. Was told they have to open. As soon as the door opened (family washroom, all others were closed), I kid you not the smell of urine and uncleanliness was immediate. There was toilet paper, dirt AND obvious broken drug syringes on the floor. The toilet was covered in pee. The sink was disgusting. A gas station bathroom was probably 100x cleaner than this nastiness. I was tempted to say something to the employees still standing around doing nothing and chatting, but I took my child and hightailed out of there. Will absolutely be filing a complaint with Fraser Health, and looking back at their inspections (most recent in February), I honestly have NO idea how this location was able to pass (are bribes a thing??). I know this is a prime location being close to the Skytrain and mall, but I wouldn’t even step inside to grab...

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Subject: Poor Customer Service at Lougheed Mall Tim Hortons (Burnaby)

I recently visited the Tim Hortons located inside Lougheed Mall in Burnaby. I purchased a coffee, but when I asked to use the washroom, I was told it was closed. I spoke to the staff, and one of them told me, “We close in 10 minutes, so we don’t want to open it again.”

This is not fair to customers. I spent money at your store, and I believe it’s reasonable to expect access to basic facilities like a washroom. Closing early and refusing washroom access while still serving customers is unacceptable.

Please improve your customer service and ensure washrooms remain available while the store is open.

Thank you,

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Subject: Customer Concern – Washroom Access at Tim Hortons Lougheed Mall

Dear Tim Hortons Customer Service,

I recently visited 02 September 2025 the Tim Hortons located inside Lougheed Mall in Burnaby. I purchased a coffee and hash brown , but when I asked to use the washroom, I was told it was closed.

This is not the first time I’ve experienced this issue. The last time I visited, the washroom was also closed, and I was told it had been under repair for almost two months.

As a paying customer, I believe access to basic facilities such as washrooms is an important part of the service. I kindly request that this issue be fixed as soon as possible so customers do not continue to face this inconvenience.

Thank you for your attention...