Tim Hortons — Restaurant in Centre Wellington

I go to this particular Tim Hortons location out of convenience. But due to a few recent experiences here I will happily travel further for a better customer experience. I placed an order in the drive-through, and my order was completely wrong. Thankfully I checked what was in the bag before driving off and had to go inside to get it changed. The front staff are lacking customer service skills, and I was handled as if I was bothering them. I was asked three times what my order was by the two women who were correcting the mistake. You would think after asking what the order was three times that it would be correct. I collected my order and left the restaurant. I didn’t check the food because I thought surely it would be correct this time. When I went to take a bite of my breakfast sandwich I noticed there was chipotle sauce on it (which I confirmed after the fact, does not come standard on this type of breakfast sandwich). I never asked for this, and was never asked if I wanted to add that. I was so hungry and frustrated that I ate it anyways. But this is really unacceptable. The next morning, I stopped in and ordered my usual breakfast sandwich, and hash brown. I noticed the total to be more than I’m used to paying. So I clarified when I got to the front window what the order was. It was is the manager at the front window and he read my order back to me, not to my surprise it was wrong. I was overcharged and was about to be given the wrong food again. I told him what it should be, and he yelled to the employees behind him to fix the order. Then he proceeded to give me the machine without changing or double checking if there was a price difference. I mentioned this to him and he says “oh ya, let me change that”. I would’ve thought as a manager you would not need to be reminded to such a thing so your customers do not get ripped off…Makes me wonder how many other times I have gone through there and not payed as close attention to my bill and unknowingly paid extra for something I didn’t want. This is completely unacceptable and there is no excuse for this. There is more than enough people working there, this should not...

It’s sad I even have to give this review a star at all. This is not the first bad experience we’ve had with this location. This morning my brother and I came through the drive thru to get a coffee to warm up and something warm to eat as well. The whole interaction was immediately awful. The lady on the intercom taking our order was negligent, continuously asking for us to repeat our order as if she wasn’t even listening to our order at all. I was still charged for my full order and I did not receive what I paid for. A large double double with a vanilla shot and I got a large black coffee. Both coffees tasted bitter and burnt to boot, not the always fresh guarantee. As well as a bagel including a sausage patty that was conveniently missing the sausage patty, the grill was down so my brothers wrap wasn’t able to be grilled. The customer service was weak. I even tried calling the building 4 times in a row after leaving and discovering the big mix up, to give them an opportunity to correct what they had done and no one would answer the phone. As someone who used to work for this company, this location is tarnishing the chains namesake and it’s really sad to see. With a reputation to uphold they are not and don’t seem to care either. I won’t be returning to...

Literally can never get my order right. Try asking them to take the egg off your BELT, it's like you're speaking some alien language. Try asking for no cane sugar in an iced coffee, guess what you get...cane sugar in your iced coffee. Believe the other reviews and expect your order to be wrong if you visit this location.

Just an update after a year: They still can't get orders right, not even coffee! Ordered a iced coffee today and asked for no cane sugar and milk instead of cream. I instead got an iced coffee with cane sugar and cream. Like, it's a coffee with milk, is this really so hard to get right?! It's more steps to make it wrong than to make it right. This location is by far the worst in Fergus and they do nothing to remedy the problem. It's worth the extra 5 minute drive up the 6 to the Tim Hortons at the gas station, they have literally never gotten my order wrong.

Edit: Visited again today May 30th and they still can't get my coffee order right. My iced coffee with milk is actually with cream, and so much cream that the coffee is white! Cup of stomach ache is all it is. Isn't ownership embarrassed about all the...