Tim Hortons — Restaurant in Cambridge

Do not visit this location if you're looking for quality food and drink items, or if you are in need of a fully accessible building.

My family and I live 5 minutes away from this Tim Hortons location and we have experienced an unbelievable amount of poor quality food and drinks. They have given us food that has been cold before and not toasted when it has been requested. They have provided us with hot water with a tinge of brown to it when we have ordered coffee. They have left items out of the order so many times before. Yet, we kept giving them the benefit of the doubt and did not complain. More recently, and the most revolting experience I personally had with them was purchasing a bagel on a busy morning when I had not had a chance to eat my breakfast at home. I needed something before I started my work day where others with low vision are dependent on the services I provide. I purchased a Jalapeno Asiago bagel with butter and toasted. When I got to work to quickly eat my bagel, there were two hairs on it. One of which was embedded into the bagel itself. I reached out to customer service about this issue, to which they responded the location will reach out to you directly. They did not provide me with any assistance whatsoever after I explained my situation at length. I could have contacted the restaurant manager myself if I wanted to. I then received an unprofessional email from the manager of the location (sent from their iPhone) saying we will give you a replacement bagel. There was nothing else offered to compensate me for the time I wasted getting to work to not even be able to eat my breakfast after sitting in line for a long period of time to receive said bagel. There was nothing for the absurdity of two hairs being on the bagel, and there was nothing extra offered for this shameful situation overall. As someone who feels guilty when I put someone out in any capacity, I was appalled at the fact that the extent of my compensation was another bagel and nothing else, as if this would entice me to return to this location, or any Time Hortons location for that matter if this is the result. I do not care that my needs and expectations were not met, but I do care if someone else experiences the same thing I did if I chose to keep quiet. Hopefully, others will see this review and will avoid the same disappointment I experienced.

Not only is the food quality lacking at this location, but the lack of accessibility is baffling. I have gone to this location before when both of my children were young enough to need to be in a stroller for me to remotely accomplish ordering some food and a drink for all of us, and then continue on with our day from there. The sheer amount of effort to exit where I picked up our food was hefty when there is no automated button to open the door. We had to navigate back through the restaurant to get to the other door, which was excessively busy because it was a hot day and many people wanted cold drinks. We then had to squeeze our way through the crowd, as well as veering around the furniture throughout the restaurant, bumping into chairs along our way. For someone who is by themselves in a wheelchair or a scooter or has a stroller or other form of carriage or walker, it is ridiculous for them to be expected to have to make their way through the restaurant to the one door with an automated button. I have complained about this accessibility issue in the past for obvious reasons, and was told I would be contacted by the manager regarding this issue, and I was not.

Needless to say, we are never returning to this location, and moving forward, we are going to support other chains that actually care about their customers and have gone above and beyond to compensate for mistakes made with more than a simple replacement and whose accessibility standards are not simply subpar. Tim Hortons has become a massive disappointment, this location in particular.

EDIT: I already contacted Guest Services twice about my issue and was not helped. I am not wasting my time...

Even after explaining 5 times to the person taking the order she could not get that i wanted an egg n cheese farmers sandwich, i still got normal egg n cheese and i paid for farmers ! My mistake I didnt open it right there n then

This tim has gone to ashes !

The manager is a no good just tryna be good to employees, your customers are suffering !!!!! She is usually cleaning the outside parking lot ! I mean give this to someone else and u stay inside n hold the rails !!!

The staff is either old or new New as in new people who just started dont even know what cold brew is

Or old as in age “old” They walk slow they take their time doing stuff! Why should i wait for my coffee for 25 mins Yes 25 I timed it on october 29 2023

Only two people are competent there I dont wanna name but i think I should so that when u go to order find these people so that u get ur order correct N they know what items their location had what their location doesnt n inform you before ordering

Its harpreet. One indian girl N other is one late 30 women she is tall n pretty i dont know the name but she stands apart from others but she is usually in drive thru

In my experience all tims are getting worse but this one in particular has fallen apart Today is the last time i went there

Edit Its getting...

Usually, myself and my friends frequent this location, we’ve spent a lot of money here. Typically, I mobile order for the sake of convenience. After last night I will no longer be mobile ordering or frequenting this location. When trying to pick up my order I was met with one of the most unfriendly and downright aggressive employees I’ve ever met, Isabelle. She seemed to concerned with the other orders to actually look at what I ordered. Please remember I mobile ordered and am aware they have my receipt in the store as it came on the order screen in the drive through. Isabelle asked which flatbread I ordered and rolled her eyes, when it was ready she shoved it out the window. The issue is she missed over half of my order. When I inquired about where my missing items were, Isabelle got upset and complained about how I was running up their drive thru times and that other customers were waiting. I work in a drive thru coffee franchise and I would never speak to a customer like this, how long a customer is at the window is not the customers issues. Let alone a customer that will now be leaving missing over half the order they paid for. I’ve contacted customer service to get a refund from this location, for my pathetic experience but...