Tim Hortons — Restaurant in Edmonton

I will NEVER return to this Tim Hortons location. I used their app to make an order before I arrived. I have used the app for the past 3 years and it keeps getting worse with each new upgrade. Today I ordered two muffins and a coffee on the app. One of the muffins was not for me. When I got to the speaker and they pulled up my order I was told that they did not have any chocolate chip muffins. This muffin wasn't for me. Someone else asked me to get it for them. I was asked if I wanted another kind. I said that I had no idea what the other person may want as a substitute and asked that my money be refunded since they did not have what their app indicated they did have. I was told that they don't refund money. I have been refunded money on several occasions by other locations that did not have what I ordered -- that's the only right thing to do. The only thing she did offer to do was give me a chocolate chip muffin the next time I'm in the area. I reluctantly agreed to this. Then she asked when I'd be back. I have no idea and, guess what? I'm not going to make a special trip to this location to pickup a muffin. I was told that she would need to know when I was returning if I wanted to pickup the muffin at a later date. I then asked again for my money back as has been the case at multiple locations who could not fulfill the order I have made. Once again I was told they do not refund money, so I took two of the same muffin that I ordered. The cup of coffee that I received tasted burnt like it had been sitting around for an hour or more. It was so bad that I rolled down my window and dumped it on the ground. I suspect the person on the other end of the speaker was the owner of the location because only a greedy owner would make such an irrational anti-service statement. Is business so bad that you have to resort to keeping every penny that you get and not doing the right thing for your customers? Truly pathetic. You've lost any future business from me and I will do my absolute very best to warn anyone and everyone I know to avoid your location because you didn't have the decency to refund $1.49 to me. Absolutely pathetic customer service which explains all of the 1 star reviews and negative feedback about this location. With management like this they'll be bankrupt in the not too distant future. I guess with service and product that is this bad this location needs every last penny they can get...

I was looking forward to dining at Tims specifically in this location yesterday because of the access from the bus terminal, but my experience was completely overshadowed by something unexpected. While I understand the importance of kindness and compassion, I believe there’s a fine line when running a business.

A homeless man was occupying one of the tables, clearly not a paying customer, his feet were bare and propped up on the table completely laying down in the booth and the staff did absolutely nothing about it. He was sitting there for quite a while, taking up space that could have gone to a paying guest. It made for an uncomfortable dining experience, especially when it seemed he wasn’t planning to leave anytime soon.

I’m all for helping those in need, but when you’re paying for a nice meal, you expect a certain atmosphere. Allowing someone to loiter like that — especially in a place where people come to enjoy their time — felt very off-putting. However, after some time, I noticed that one of the female staff members eventually approached him and asked him to leave. What struck me was that she did it herself despite male staff members around, and you could tell it wasn’t easy for her. She was polite, but you could also see the internal struggle she had doing it. It felt like she didn’t want to, but perhaps management or expectations pushed her to act. I sincerely hope management reconsiders how they handle situations like this in the future.

Unfortunately, I won’t be returning...

I’ve been a regular in this location as I live close to the store. My orders have been messed up for a couple of times but I never wrote a bad review or talk to the manager. But recently it’s just getting worst. I was about to write a review last week as the Iced Coffee I ordered was supposed to be extra sweet but they made it with extra cream. I came back and gave them a chance to make it right (they did), however, the lady at the window just said “i will change it for you”. No apology, nothing. She’ll hand my order every morning without saying anything, she’ll rush me to pay right away the moment I stop at the window, will never ask for the Tims rewards that is supposed to be scanned first, right? She always yell at her co workers when she’s assigned at the window following up the order. Yelling, rushing and rudeness. No greetings and thank you to the customers. Other staff that is working in this location are nice but this is one needs more training in customer service. Just wondering if she even wear a name tag because she’s always wearing fleece. Also, today (around 11am) , I ordered my regular, Iced Coffee with extra cane syrup I got a cup of iced coffee with 3/4 ice, it doesn’t take coffee anymore but water instead. I ordered a breakfast sandwich on a croissant “toasted” but I got a cold croissant instead. What a perfect morning. I don’t to come back again. It’s just stressful to deal with a staff that is not really happy in serving customers and fix a...