Tim Hortons — Restaurant in Cambridge

I wish I did not have to give this location a one star, but there seem to be only 2 people here that know what they are doing and seem to genuinely have wonderful customer service. A man that I believe to be a manager and a woman I believe to be from the East Coast. Not only are they a pleasure to deal with, but I also know my order will be made correctly. Now, I am confused as to why this is not so with the rest of the employees here. Any order containing more than 1 item is either made wrong (even though the drive-thru screen says it correctly), or I am missing items and still being charged for them. I hate to be the person in drive-thru that sits at the window to check through my order before leaving, but sadly I am now that person. I understand that this location is quite busy, but that should not compromise the service and products being sold. The fact that some of the employees customer service skills are so poor makes me think they are either not being trained properly, do not care enough about their roll in representing Tim Hortons, or that there is no manager around when speaking so rudely to paying customers. I was told when bringing back the bagel B.E.L.T (bacon, EGG, lettuce, tomato) I had ordered and was missing the egg, that I needed to specify that it was indeed a bagel B.E.L.T. with egg. I'm terribly sorry to sound so sarcastic, but I do not understand how the bagel is called a belt and not just a BLT (which they have). Does the "E" in BELT not mean EGG? Also, the order on the screen indeed said BELT... The women that greeted me at the window when retutning my egg-less sandwich were most definitely the rudest I had ever encountered there to date. Not only telling me that they had replaced the entire sandwich (which was not the case), but proceeded to yell at me (after asking what the "E" stood for in BELT) for not ordering it correctly in the first place... If this is not terrible customer service then I do not know what is. I asked for the money back from the sandwich, returned home, called the location and spoke to a female manager. She was not aware of this incident (which blows my mind because of how loudly I was being yelled at by 4 drive-thru employees), apologized, and told me I would receive my next one of no charge. All I was to do was state my name at the drive-thru upon my next visit. Today was my next visit... Again, 5 items ordered, 1 item missing. I have had it with this location and 100% will not be returning. I will miss the East Coast lady. She was always super...

I have tried my best to keep quite about my feelings towards this Tim Hortons location, but enough is enough. I'm sick of having the words, "thanks, I'll try another location" leave my lips everytime I visit this place. It started with a breakfast sauce that I favored and they recently changed. Now its understandable that this is not directly their fault and the franchise is to blame. HOWEVER I have gone to other locations IN THIS CITY and in Kitchener and Woodstock, where as they were able to substitute my favored sauce onto my breakfast sandwich without (1) hesitation (2) hassle or (3) attitude. I have experienced all three at this location EVERYTIME I inquire about said sauce. I get it, you dont have it at this location. That's fine, but you dont have to be rude about it. I dont go every day, to be absolutely honest I effing hate Tims food with a passion. So if I happen to get the craving twice or three times in a month, it would be nice to receive service that is customer focused and inviting so that I may some day return. Any other location? My god those women are angels. So kind, so sweet. If they dont have the sauce they are so apologetic, and they dont even have to be!! And when they do, that's just the icing on the cake after the exceptional service they have provided me. But this location, a side from their rude attitude, they dont even carry half the foods I enjoy! I didnt bother asking about the sauce today, (I had already picked up my delicious sandwich at another location earlier in the morning. It was amazing and so saucy!) but I figured I'd give them a chance and order a couple of Tim bits that I had been craving. (I smelled them at the other location but didnt think to grab some there) And of course, not to my surprise I find my self saying... yet again... "thanks, I'll try another location." Well, needless to say I am fuming. I'd love to say that I wish all locations carried the same stuff and offered the same perks however knowing my luck they would all probably end up like this one and then lose me as a customer all together. So I just wanted to voice my opinion, doubt it will get me anywhere, but after todays service (and countless times prior) I just thought I'd pre-warn anyone looking to have an...

I've been ordering at this location for years. I'm one of their biggest customers. After leaving a previous review, I've noticed a big change with the coffee this month. It's been more consistent, but in a bad, bad way. I hope you haven't made the brewing process faster. Making the coffee brew faster, makes the coffee sour because the extraction process isn't long enough. So, it's either brewing too fast, or the coffee to water ratio is wrong all of a sudden, meaning too much water to coffee. (not enough coffee for the amount of water used.) And since the coffee is in packets, I'm going to say its too much water. It's been consistently sour and WATERY/THIN coffee for the last month. It's the same consistency as a weak tea! It's absolutely terrible.. almost tart coffee, every, single, time. What happened to this location? It's been ruined completely! This location is the only one available throughout the day on doordash, and good coffee from other locations cost an arm and a leg for delivery. So, is this how its going to be now? Just bad coffee? It's disheartening. This is a new, recent change. I've dumped 100% of my cups of coffee from you guys, in my kitchen sink for a month straight. The only reason I keep ordering is because my wife and daughters like iced caps. I'll give it another week. If theres no change, I'll have to stop wasting...