Tim Hortons — Restaurant in Calgary

Update : to all customers / future customers: As per the organization response, I filed a complaint to them, got a lame reply from assistant manager that they tried to contact me and couldn't get hold of me ,and advised I should be contacting them , A LIE that they even tried to contact me , asked for a proof that they tried to call me but no response from store and they just ignored it, tried to contact again the organization but no response from organization either , I am writing to formally raise a complaint regarding a deeply disappointing and disrespectful experience at your location situated at 2580 – 20th Avenue NE, Calgary, AB T1Y 6E8 (Store #103548) on july 17 2025. i have never felt so much disrespectful and ashamed in front of other customers.

I visited this location with my pregnant wife and placed an order at the counter for bagels, a farmer’s wrap, two hash browns, and coffee. After completing the order, we waited patiently, but no one called us when the food was ready. Unbeknownst to us, the food had been prepared and left near the cold coffee station — completely forgotten.

After approximately 10 minutes, I had to approach the counter to remind the cashier, who seemed unaware that our food was even ready. Upon realizing the error, she angrily confronted another staff member and then dismissed my concern when I politely requested the food be checked for temperature, as it had likely been sitting out. She refused to check or remake it, saying, “We are not making another one—you have to take it.”

When I calmly responded that I would prefer a refund due to the poor handling and attitude, I was told, “Take your refund and please leave,” in a disrespectful and dismissive tone, all while other customers were present. I asked to speak with a manager and was told no manager was available. I also requested the cashier’s and manager’s names and was flat-out refused. The staff claimed they do not wear name tags and would not share any identifying information.

After significant persistence, I was eventually told the names Saira, Sulafa, and Hanifa, though I highly doubt the authenticity of these names based on their evasive responses. The name on the till receipt was Sheila Ramilo, but they insisted the till belonged to someone else.

This was not only an extremely unprofessional and humiliating experience, but it also resulted in my wife not being able to enjoy the food she wanted, and we lost the use of a special offer since the promo was already redeemed at this location.

This experience raises serious concerns: Poor food handling Unacceptable, rude customer service Lack of accountability or leadership Refusal to provide basic customer support or names Disrespect and disregard for customers, including a visibly pregnant woman

As a loyal customer of Tim Hortons, I expected much better. This experience was completely unacceptable, and I intend to share it publicly across social media platforms so others are aware of how customers are being treated at this location. It is important that people know the level of service being delivered and the way complaints are being silenced.

I hope that someone from your leadership team will reach out to address this matter directly and provide a clear explanation of the steps being taken to correct this issue and retrain staff at...

This is a horrible location. I used to work at Tim Hortons. I know the standards they are supposed to hold and this location falls so low. I came in with my husband four kids and mother in law to have lunch. The person at the til I went to looked miserable, she had trouble following the order. We had to fix it at least 6 times. While I was waiting for out food, they had a hole in their counter beside their sugar and cream machine, and the hole was filled with garbage and mold. We got out order, the wedges were cold and stale, the wrap my husband ordered was cold when it was supposed to be hot, our ice caps werent mixed enough nor did it have the whipped topping like we asked for. Our purchase wasnt rung in right either. All four of the grilled cheese paninis we ordered were supposed to be combos, instead we paid for the paninis, the iced caps and the donuts separately because she rung the donuts in as a 6 pack. While we were sitting and eating, the three little old ladies who sat down beside us were called up for their food, they could hardly walk and it took forever for them to get across the store for their food. Tim Hortons employees are supposed to bring the food on a tray to those who need a little extra assistance and I'm sure those lovely ladies would have appreciated the help. By the time they got back to their table, their coffees and food were cold and they were complaining about it. When I went up to the til to have our order fixed because we were splitting the bill they said they rang it in to save us money and refused to fix it. My mother in law tried to order a box of steeped tea kcups and they tried to charge her for 12 mediums cups of steeped tea. This was an overall disappointing visit and we will...

My son and I went for breakfast about 1030AM on July 9th, 2025. I used the tablet's in store to place the order. The tablet's have better selection of products than what the location actually has in stock. We are ordered a sausage bagel belt on a four cheese bagel, cinnamon raisin bagel with butter, a large caramel ice cap, large mocha ice cap, a camp day donut and a Boston crème donut. My sausage bagel belt had to get switched to bacon because apparently they were out of sausage. Not sure how an item that is served all day is out already that early in the morning. I had to go back up to the counter because staff missed the camp day donut completely. The camp day donut was about 30% smaller in size than normal double chocolate donuts. It was slightly bigger than a two bite brownie. The Boston crème had to be a day old as it was stale. I only ate about 1/3 of it. Tim Horton's is always advertising fresh and this was anything but. On top of this this location has a much smaller selection of donuts that the location near East Hills and the one on 17th AVE SE. I would estimate you can choose from maybe 6 donuts. Not sure why this location doesn't have the full selection. In any case I won't be back to this location as it seems to be run really poorly. On top of things locking the washrooms because Tim's wants to favor the small amount of problematic homeless people over the 95% of good paying customers is wrong. The average customer shouldn't have to make a special request to go to the bathroom and be buzzed in. Tim's should police...