Tim Hortons — Restaurant in Burnaby

I went here on a Friday morning (Sept 18) to purchase half a dozen donuts.

I walked past the service counter and ended up waiting in the pick up aisle not knowing where or who to order from.

As I was standing there waiting patiently, one of the employees/service manager hastily snapped at me, stating that was the pick up section and to order, I have to go to the till.

There were no other customers in line and I had not been to this Tim Hortons in years so I was not familiar with its ordering system.

Now given, under this current pandemic I understand that new safety regulations may have altered the ordering process which could lead to confusion. But still...

If they had a sign posted to indicate which aisle is for pick up and which aisle is for ordering, which I did not observe, then maybe a bigger and a more visible sign is required to indicate this.

As I stated, there were no other customers in line, and I walked right through the ordering station while there was no server to even greet me, let alone take my order; they were all huddled around the pick up aisle which prompted me to naturally go where the servers were at the time.

3 stars because I have been to this location in the past and had no issues. Also, this location tends to have a very good selection of donuts which are usually very fresh.

I normally wouldn't make such an issue over a small incident, but the fact that an employee snaps at me for being in the wrong area because of their negligence and lack of structure, is reason for me to call them out.

*To the management at this Burnaby Tim Hortons on Lougheed: Implement and organize your ordering system so it makes more sense to the Customer, and train staff to understand basic customer service principles where they don't snap at you in irritation when a customer has a...

Review for Tim Hortons – Incident on June 23 at 12:30 PM

I’m writing to express my deep disappointment regarding a very upsetting experience I had today, June 23, around 12:30 PM at one of your Tim Hortons locations.

As someone living with diabetes, I specifically ordered a beverage with no sugar or sweeteners, emphasizing that any added sweetness could be harmful to my health. Unfortunately, the drink I received was extremely sweet, containing syrup or some form of sugary additive. I immediately returned it and, to be fair, the staff did replace it and offered an apology.

However, the situation took a worse turn. Due to my frustration and distress, the replacement drink was accidentally knocked over on the table, spilling on my companion’s hand and causing a burn. What shocked us even more was the staff’s reaction — they saw what happened, yet not only did they refuse to assist us, but they stood there laughing and mocking us.

This was extremely unprofessional, disrespectful, and unacceptable — both in terms of customer service and basic human decency. What started as a health concern turned into an embarrassing and painful encounter.

I will be reaching out to Tim Hortons Head Office as well to report this incident formally. This level of carelessness and behavior cannot go unaddressed. I expected more from a brand as reputable as Tim...

The staff seemed very confused about what was supposed to be going on. There didn't seem to be any order to the the place. One employee was making coffee orders, two were making food orders at two different stations and one person taking customer orders. There were like two others wandering around doing who knows what. The one taking food orders didn't seem to understand what the customer they were helping was trying to order, and they were having to try and explain it to her several times. It took a few minutes for me to get someone's attention to see if my app order was ready. I found my order sitting on the counter but I couldn't get anybody's attention at first. Finally someone acknowledged me and I was given my order. As I opened the bag to grab what was supposed to be a sausage breakfast sandwich, I was disappointed to find that it was a bacon and egg breakfast sandwich. Unfortunately I was already in the Uber headed to work and couldn't take it back to get corrected. I was more disappointed that I wasted 1100 rewards points and didn't get the sandwich I wanted. This was my first time at this location and would be my last if it weren't the closest to my hotel with parking. I hope they get it together before my next visit. Guaranteed I'll be double checking my order before I...