Tim Hortons — Restaurant in Coldbrook

Well where do I start!!! I come to this Tim's everytime I come up the valley and this was the worst experience I have ever had. There was 5 people working at the drive through window which wasn't very busy. They stood there chatting about school, while one person was working the till inside. He was busy building a sandwich for the customer infront of me. I asked if anyone was on this till and they yelled over to me that he was busy building a sandwich. 20 minutes later the young man finally came to take my order meanwhile the 5 at the drive through were still chatting about their personal lives not once acknowledging I was even standing there. I had ordered two coffees and a 6 pack of donuts. I proceeded to pay and than I went to pick out my donuts which by this time there wasn't even six donuts in the showcase to pick from except 6 of the speciality apple fritters. I asked for those since that's all there was to pick from and was told I couldn't have them. So I said okay I would pay the extra seeing that's all there was. Once I was rung in they wanted me to pay 9 dollars for on top of the 8 dollars I had already paid. 17 dollars for 6 donuts!!!! That's ridiculous seeing that was the only option in the showcase. Friday supper time approx 6pm and you have no donuts to sell!!!! Unacceptable customer service...I've work retail for 30 years and I have never been so pissed at the service I was given at this...

On a good note, they had jelly filled powder donuts. It's hard to find in Tim Hortons back in Niagara Region, Ontario.

First off, the manager who was taking our order - didn't know the menu and was rude when I explained I wanted what the menu board said. She kept asking if we were looking for something that was not listed on the menu board. I stated I wanted what the menu board said - I was informed that she couldn't see the menu board and wanted to know if I wanted a different thing because that was what was showing on the register.

This being said, either the register has meals on it that are available but not shown on the menu where it should be, or this store is not maintained by their senior staff to ensure accuracy and a more pleasant experience for their customers.

Clearly, the staff know their customers and have a very good rapport with the regulars. Unfortunately for myself and others, the manager and other staff were too busy being social to complete the orders in an appropriate time frame, and the orders were incorrect.

While we waited for 15 mins for a wrap that was incorrect and a BLT that I only received bacon on - I saw at least 3 other customers have to ask for their orders for drinks or food corrected. If I had checked the food before we got back on the road to the airport, I would have gone back inside to have our meals corrected.

Despite our order being wrong, the food we did...

Jumped off the highway this afternoon to stop for coffee. Probably the only time I will be here, since I am not from the area. Getting into the parking lot was an experience in itself trying to make a left across the stopped traffic just to park. Honestly though it's probably not that bad when tractor trailers are not in the way. So you can probably disregard that most of the time. Parking wasn't the easiest with the parking and drive through lay out. Then you have to cross the drive through traffic to use either door that I saw to enter the establishment. This Tim Hortons is connected and in the same building as a Wendy's. Did that add to the difficulties? Maybe, but maybe not. But to be fair, none of these issues couldn't be over come with a little effort and care. The good news is that Tim Hortons wasn't busy when we arrived inside, although the drive through line was large. The ladies inside who helped us were professional, pleasant and made both our coffees correct as requested. The coffee was typical Tim Hortons excellent coffee that I do not have where I am from. So it's a treat for me to have this coffee even when things are not perfect. All in all not that bad. I probably would have rated it 3.5 if I...