Tim Hortons — Restaurant in Edmonton

Popped in this morning and used the kiosks since the line was massive. There’s no option on the kiosk or the app to add cream cheese to a sausage bagel. In the past, I’ve been able to buy a tub for about $3.49, but the first time I ordered it, they gave me a giant tub. I asked if it was possible to just get a condiment-sized tub for future orders, and a manager told me to just ask when I pick up and they’d give me enough for my sandwich for free. I’ve done that plenty of times at other locations, and maybe that’s technically “not allowed,” but that’s on them, not me. I get it, I used to work in retail management (for Tim Hortons, actually), so I know staff don’t make the rules. That part isn’t the issue. What was frustrating was the customer service. I understand the store was busy and staff were stressed, but being short and snippy with customers isn’t excused just because it’s busy. If you can’t handle working in a fast-paced environment while still giving decent customer service, then maybe a busy retail chain isn’t the right fit. We were made to feel like an inconvenience just for asking for basic things, like cup sleeves. You’re handing out paper-thin cups filled with boiling water, and if you can’t be bothered to put a sleeve on, at least leave them out so customers can grab one themselves. Honestly, do that with everything else too, since it feels like you just want to toss the food down and walk away without even greeting the customer or asking if they need anything else. I ended up paying $1.05 for a tub of cream cheese at the till. Again, the staff at the till looked like they’d rather be anywhere else, and the service was minimal at best. I probably would’ve just ignored all that and moved on, but when I got home and opened the cream cheese, I noticed mould (or fluff, whatever it was). Either way, contamination. That immediately put me off eating anything because if you’re missing something like that, what else is being overlooked? Like I said, I’ve worked at a Tim Hortons, I know how it gets when it’s busy and I know the things people do that they shouldn’t and the things they don’t do that...

Navigating the Tim Hortons Experience: A Mixed Review

Tim Hortons, a beloved Canadian coffee chain, often receives praise for its friendly service and community atmosphere. However, it's not uncommon for customers to experience a dichotomy in satisfaction levels when it comes to service quality versus waiting times.

On one hand, many patrons commend the staff for their courteous and attentive service, which is reflected in numerous five-star reviews. Customers appreciate the warm greetings, the personal touches, and the effort that goes into ensuring a pleasant visit. This level of service is what keeps many returning, despite the competition.

Conversely, the waiting time seems to be a recurring issue for a significant number of customers. It's not unusual to find reviews where the service is rated highly, but the overall experience is marred by the long queues. This is especially frustrating during peak hours or at high-traffic locations, where the wait can extend considerably, leading to a three-star rating in this aspect.

The contrast between the excellent service and the less-than-ideal wait times presents a challenge for Tim Hortons. It's a balancing act between maintaining the quality of service and managing the flow of customers efficiently. Some locations have managed this balance better than others, as evidenced by reviews that don't mention long waiting times.

For Tim Hortons, addressing the issue of queue times could involve a variety of strategies, such as optimizing staff schedules, streamlining order processes, or even incorporating more advanced ordering technologies. The goal would be to enhance the overall customer experience, ensuring that the high standards of service are matched by equally efficient visit durations.

In conclusion, while Tim Hortons shines in customer service, there is room for improvement in reducing wait times. By tackling this challenge, Tim Hortons can ensure that the customer experience is consistently excellent across all aspects, solidifying its place as a favorite coffee destination for Canadians and...

SERVICE REVIEW ONLY

I'm a regular in this Tim branch, but let me tell you that they have this Filipino long-hair guy (maybe in his '30s) who works there with the lowest, rudest, and most arrogant manner of employee I have experienced in my life.

I love the manager and the rest of the staff but not that guy. I don't write reviews often, but this one has bothered me so many times and I can't tolerate his attitude anymore.

Most of the time he's in the drive-through window and always complaining about the distance of our car to the window. Some other times, if I'm asking about napkins or trays, he will just repeat my request rudely with his mean eyes. When he talks to me and I can't hear him clearly, he will just repeat it (again) rudely and escalate his voice arrogantly. Also, once he took my order from the inside counter, he made the wrong order and was super defensive when I asked him to fix it, but I still ended up with the wrong order and needed to return it to the kitchen.

Maybe he is just too tired to work in the morning shift, as apparently, he is also working in Tollestrup-Asphalt concrete (*I think that is the name) contractor -as he drives a Tollestrup company Red boxed car and parks in front of the side window of the restaurant. The management should really re-train him the basic rules of customer...