Tim Hortons — Restaurant in Burnaby

This location is my local spot and I go here from time to time when I need my fix of donuts and coffee and hash browns for my dog. I was there twice in the last few days on the 23rd and 24th Dec. The first of the two days were fine and it felt like the place usually does where its warm, has friendly staff and is clean; like a proper and true Tim Hortons. My experience on the 24th was really weird. They had an older white woman stood behind the counter with no uniform or name tag on, arms behind her back like some uptight officer or a strict head teacher, granted the place was ship shape and looked good but the staff were miserable and scared of her, the energy in there was dead. The poor girl taking my order was terrified, and having her boss talk through her to me was really annoying especially when she asked if 'I'm dining in' when you only get served paper cups anyway and food in paper bags. The experience really made me feel bad for the staff there and I even joked with the cashier about how scary that lady was and all she could do was let out a laugh that screamed "Help me". This has been my only bad experience at any Timmys location. I understand standards and quality control but maybe send someone who isn't scary for the staff or customers...

Was a great place when opened the staff were excellent mostly philipino they constantly kept the place clean and we're very efficient but this last year has declined dramatically. Lots of mixed up orders tables not cleaned and bathroom dirty. The last time I visited it was mid afternoon and I wanted a chili bowl. This was unavailable so I asked for a soup the chicken was also unavailable so I settled for the cream of broccoli. The employee checked the container and lifted a ladel full it looked good thick and creamy. I was expecting the employee to transfer to a bowl but instead went to the far end and got a large paper cup and proceeded to fill it with hot water I then realised as she was coming back what her intention was I called out to her 'don't do that' but she just ignored me and poured the water into the soup. The soups and chili is already prepared and comes in big plastic bags with exact amounts no additional adjustments or adding is required ! I realise now sometimes in the past when I ordered soups and chili it often seemed thin and tasteless now I know why! Seriously ...

I had a really frustrating experience today with Tim Hortons and I need to say this — what’s the point of having an app if the information on it is totally wrong?

I ordered a reusable cup separately, paid for it, but when the delivery was processed, I was told they don’t even have it in stock. Then why is it still showing available in the app? Same thing happened with the Chocolate Creamy Chilli drink — showed as available, I ordered it, and later I found out they didn’t have it either. This is not just inconvenient, it’s misleading.

On top of that, I ordered Twists, and they didn’t even heat them up before handing them to the delivery driver. Cold food, missing items, and zero communication from the store. The Dasher had to call me, and even got the staff on the phone — and the way the server spoke was super rude and careless, like she didn’t want to deal with it.

If you don’t have something, at least update the system so customers don’t waste their money and time. And please, train your staff to handle issues with professionalism, not attitude.

Tim Hortons, you seriously need...