Tim Hortons — Restaurant in District of North Vancouver

I have been a loyal customer of this Tim Hortons for over seven years, visiting almost daily or at least twice a week. Naturally, I have had several positive experiences here. Today, I visited Tim Hortons to get a chocolate chill for my daughter, a vanilla chill for my son, and a bagel for myself. After entering my name and making the payment at the ordering machines, I found a spot for myself and my two kids to sit and wait for our order to be called. When my name was called, I assumed that our drinks and food would be ready, but unfortunately, only my kids' drinks were prepared. Hoping my bagel would be served shortly, we patiently waited at the front counter like other customers would. However, a lady from the staff asked my daughter to move, interrupting our wait. I immediately objected, explaining that our order was incomplete even though our name had just been called. I questioned the reasoning behind asking her to move, considering they had just called my name and our order was not ready. The staff member seemed perplexed and stated that we were finished and she needed to assist someone else. I reiterated that we were still waiting for my bagel and it is customary for the complete order to be ready upon name-calling. I questioned the idea of my daughter having to go where I couldn't see her, especially during the crowded rush, just for them to assist another customer. It didn't make sense to me. The staff member then pointed out that my daughter was already enjoying her drink, but I expressed that it didn't matter as our order was not ready even after they had called my name to pick it up. Feeling frustrated, I eventually received my bagel and walked out. I won't be back. I can find another coffee...

I never expected to be writing this about Tim Hortons, a place that used to be a favorite of mine, but after today’s experience, I’m beyond disappointed. I placed my order through the kiosk, and my bank confirmed the payment had gone through. However, I was made to wait a shocking 48 minutes because the staff—Melainee and an older Filipino lady—insisted they hadn’t received my payment.

What made the situation even worse was the accusation that I was lying. They claimed that nothing on the CCTV showed I had paid, which felt like a complete dismissal of my honesty. Despite showing proof of the transaction, I was treated as if I was trying to cheat the system. When I politely asked for my food, the older lady brushed me off and suggested I pay again, saying my original payment would be refunded later. To be treated this way over a system failure that wasn’t my fault was humiliating and incredibly frustrating.

The staff’s attitude was shocking—no accountability, no willingness to help, just a total dodge of responsibility. They even claimed the food would be “on the house,” but how can that be when I had already paid? Instead of resolving the issue, they made me feel like I was at fault, and no customer should ever have to feel this way.

I used to associate Tim Hortons with fast, friendly service, but this experience has completely shattered that perception. It’s heartbreaking to see how much the quality and service have declined in recent years. This was more than just a wasted 48 minutes; it was an experience that left me feeling humiliated and disrespected. After this, I won’t be returning, and I sincerely hope Tim Hortons addresses these serious issues before they lose more loyal...

On Feb 8th at 8:45pm, I came in with my partner to order food via the self-service kiosk. We spent a few minutes choosing our meals (2 chicken wraps, 1 soup), and then after 2-3 minutes, an employee called our name and told us they were out of soup and could substitute chili, and they were also cleaning the grill so they couldn't make our wraps.

We asked for a refund, but they said since there was no manager, they could only give our refund to us in cash (we paid at the kiosk with a credit card).

We suggested that they tape a note to the door or to the kiosks saying that certain items are unavailable as they're cleaning the grill. The employee didn't understand that suggestion and told us that the kiosk is managed by a 3rd party company and they can't do anything.

We changed our wording to help the employee understand what we were suggesting, and they rolled their eyes and dismissed our suggestion.

At no point while we were ordering on the kiosk did any employee come up to us to warn us that the grill was down/being cleaned. Just a waste of time, and this could have been handled better with some pro-active customer service.

Also with no manager on site, I am charged money to my credit card and receive a refund in cash. I should be able to receive a refund via the payment method I used, regardless if there is a manager on duty or not.

EDIT: Tim Hortons responded to this review, and told me to fill out a customer survey on their website. I did, and they gave me 70 rewards points, which is equivalent to 1 coffee. They don't truly value your time...