Tim Hortons — Restaurant in Carleton Place

UPDATE: Tim Hortons commented on this reach out to Guest Services, I did - the entire point is they can't help! Did you not read the post?

I will allow a bit more time (which I shouldn't have to) before traveling all the way back to the store, waiting for the manager and not leaving until this it is resolved. //////// I placed a complaint through Head Office in February and I was told I would hear from the manager or owner of this location... it's now been 4 months which I feel has been too long with no response despite following up with head office on numerous occasions they told me they can't do anything as it is a franchise. I have since also left a message with a staff member for the manager to call me back and still haven't heard.

It's been so long they will now have to rely solely on schedules if they even have that far back... no resolution is completely unacceptable especially if one can't be met because of their irresponsible procrastination and non response.

The below; way to ruin someone's day and make them all anxious holding up the line.

Complaint from February 6th, 2024 The girl who served me in the Drive-Thru at 4:05 p.m. on this date was a dirty blonde-brunette average build 5,5ft-ish with glasses; she was absolutely rude to me after she dropped my money on the ground then made me give her more money I couldn't get the money off the ground she dropped (couldn't open car door) and then shorted me my change 5 cents. She walked away while asking her for my change. I didn't see a name tag but would know her to see her when you come up with an employee list on shift at this date and time at this location. I would like to be contacted and I would like her reprimanded for stealing money, rude behavior and not fixing the fact she dropped the money! This customer service is not acceptable plus I am short a...

So I placed an order through the app and I waited about 10 minutes before I went there just to make sure it would be ready and when I got there they told me they had no record of my order. They asked for my name and for the order number. I confirmed the address was correct and they told me they have no order for me whatsoever. So I was in a hurry and so I just ordered and paid for everything through the speaker and teller. I figured I would deal with the app order after. So when I go to the app they tell me I have to contact the store and talk to them in order to get refunded. So I called the store and ask for the manager and I get the supervisor named Jacqueline because there's no manager available which is fine, but she tells me they have my order ready and waiting. This after I've already paid for another order and left. She tells me I can come back and get it. This after me telling her I just paid for a new order myself. I tell her that I don't want the extra food and that I can't come back I'm on my way to an appointment so she tells me I can come back for a refund later. I live in Smiths Falls, so now I have to inconvenience myself to go to Carleton place in order to get refunded for the order that they screwed up in the first why have this technology if it's going to be so useless to them. If you are going to have an app for your store you need to be able to refund through the app instead of causing people such headaches for...

So, I placed an order on DoorDash today (Oct 13, 2025 even tho the last 2 times I didn't receive my order, and had to pick up. Well, today that happened again but luckily I had paid with DoorDash credit this time. Hence, if it did happen, it wasn't a waste of money I could use for another treat day, and I called Tim Horton’s to pick up my order. Still, by some grace of god, I got this young lovely woman named (Cheryl) I believe that was her name. Who was one of the managers at this Tim Hortons and she said she could help me!! Cheryl helped me cancel the order that DoorDash wasn't going to bring, or help me with. After, she stayed on the phone to help me download Uber Eats as I'm not great with technology, and made sure in the meantime the staff made my order! Once I made my account on Uber Eats I made my order like I did on DoorDash to have it arrive at my place, BAM order placed!! The driver is already on his way to the store, and then we realize DoorDash didn't put in my wrap right, so when I made my order on Uber they realized, and told me not to worry, and didn't charge me extra for the incorrect wrap!! This right here is excellent customer service, and I highly recommend going here!!! Absolute 5 stars, but wish I could give 10!!! It honestly made my day because I'm spending Thanksgiving without my babies again, and it's been super rough and I’ve been crying all week, and they don't even know how much this means...