Tim Hortons — Restaurant in Caledon

We had an extremely distressing experience at this location that I feel compelled to share. My husband recently placed an in-person order for an Egg and Cheese English McMuffin, a BBQ Chicken Loaded Bowl, and a Chocolate Dip Donut for our children. He clearly and repeatedly told the staff that the McMuffin must contain ONLY egg and cheese — no meat whatsoever — due to our religious dietary restrictions. Despite these explicit instructions, our 5-year-old son, who has never consumed meat because of our beliefs, took several bites of what we were told was a egg & cheese sandwich… only to discover it contained bacon. We are absolutely horrified. This isn’t just a simple mistake — it is a severe breach of trust, a violation of religious dietary practices, and a traumatizing experience for our child and our family. The fact that a young child unknowingly consumed pork because of careless food preparation is beyond unacceptable. It shows a complete lack of attention and responsibility. We are not asking for a refund. We are asking for accountability and immediate improvements in how special dietary requests are handled — especially those tied to religious or medical reasons. Until then, we will not be returning to this location and will be sharing our experience with our wider community. Mistakes like this are not just disappointing — they are deeply...

I am writing to express my dissatisfaction following a recent visit to your location. During my trip through the drive-thru, I ordered a dozen regular cookies, for which I was charged $24.95. Upon checking my order after leaving the window, I discovered that only six cookies had been provided.

When I returned to the store for clarification, I was informed by the on-duty supervisor, Noor, that I had been given six Dream Cookies instead, as they were out of regular cookies and they forgot to hand me the second box. At no point during the ordering process was I notified of this substitution or the price difference. This lack of communication is both misleading and unacceptable.

Furthermore, when I asked Noor for the head office contact information to file a formal complaint, she directed me to “look it up online” rather than providing it directly — a basic customer service responsibility. Her response was dismissive and unhelpful throughout the interaction, and it was evident that she was unsure of how to handle the situation or offer any resolution.

This experience suggests a clear gap in staff training, particularly around customer communication and issue resolution. I am requesting that this matter be reviewed and that appropriate compensation be issued for the overcharge and poor service.

I look forward to a...

Terrible service, drive thru staff does not know how to speak basic English or offer customer service. Can’t believe this is Tim Hortons Canada. They don’t know about basic policies that they learn in their onboard training stating that if a customer is not satisfied with their order, they can receive a new one at no charge at the same or any location. Staff does now know about this policy and was argumentative. It is courtesy and it doesn’t come out of their own pockets.

Coffee order never tastes the same. So disappointing that this location is the closest to me. This is a high profile area and they make the customer feel so cheap for asking to make a new order. No multiculturalism in the staff that is hired, everybody speaks their own language in front of the customer, funny that they think you don’t understand when you are from the same ethnic background as them. Tim Hortons’ staff is clearly instructed to speak English in front of guests. Extremely ill-spoken and rude to paying customers. Customer service skills and hospitality is a job requirement!! Canada has a standard, please follow...