Tim Hortons — Restaurant in Edmonton

At first when this location opened up, I had such high hopes for it. The staff was quick to take your order and super friendly when you went inside. Now, I have to say it is completely the opposite. Their manager or supervisor is completely ruthless and a lot of their staff look like they are not properly trained. I go inside to avoid a huge line up outside with the drive thru and they ignore me for 5 or more minutes. Once I order, they take another 10 minutes to prep the food and the person who ordered after me gets their food first when it is a bigger order. I have complained to them in person before and unfortunately they show no remorse and they do not apologize. The younger kids who work there are actually decent because they don’t want people upset. I did feel bad for one boy who works there because he was trying to hurry everyone along but they also ignored him. Everyone else hides around the corner by the food station or drive thru. If you order at the dive thru, they mess your order up probably 80% of the time. I always order a dark roast coffee, I know the difference between a dark roast coffee, and I’m pretty sure they water it down with regular roast. I even had an employee throw my drink to me in the drive thru with the lid half off and it spilled down my arm. Their customer service is nonsense. The tables are usually always dirty inside too and you would think for the amount of employees working, someone would clean up! Kind of makes it unwelcoming to go inside. For the amount of people working all at once, I say please please organize yourselves and if the supervisor sees this, please be a better supervisor or quit because you cannot manage a bunch of employees when you’re the person contributing to the lack of customer service. Someone should investigate and fire half the staff. Please hire people who actually care about working and giving nicer customer service. It takes a lot for me to be upset and today was my final straw. It is such a shame because the neighbourhood really came together with this and unfortunately, they have really made it an unpleasant experience for so many. I hope more people are not afraid to complain because someone needs to listen! I wouldn’t even give it a 1 star.. more like a -1. No offence either, but how do they handle a large lunch rush when they have so many construction workers who are ordering plus your regular flow of people? I am so disappointed...

The worst Tim Hortons I have ever ordered from. It’s always the most unpleasant experience and the customer service is horrible. It doesn’t matter if you go through the drive thru or go in to order because the staff they hire are always so rude and inpatient. They always fail to understand the order causing to over explain even though it’s right on the Tim hortons menu. Like today 04/09/2024 at 10:00am I went and ordered my food and drink. The lady in the drive thru was having a difficult time with the order. She got very inpatient and rude because she wasn’t understanding the menu. It’s her responsibility to be aware of the Tim Hortons menu. She made me feel like it was my fault for what I was ordering. Even though I was looking at the item on the screen and reading it to her. I went to pay at the drive thru and I could hear her complaining about me and my order. That is very unprofessional and completely not okay. The person giving me my food was very disrespectful as well. I was a customer going through the drive thru just wanting my food and hot drink. I did not ask to be made fun off or to be made a fool because this lady did not properly know the Tim Hortons menu. It is not my responsibility to train her but hers to learn if she should work at Tim Hortons. If not perhaps this is not a job to attain as they are incapable of learning the menu and they also need to learn respectful customer service skills. I have never had this issue in any other Tim Hortons that I visit. The orders are always fast and right at other Tim Hortons. The customer service at other Tim Hortons are always so enjoyable unlike this...

I used the cibc visa coupon for a free real fruit chill. It took many times before they can figure how to do it. Then the manager/supervisor refused to return the coupon saying they needed to keep it for record. I told her she had the record already as she had scanned the code in the system. She insisted that she needed to keep the original copy, but I told her I will need the original copy for the next time use as it is reusable. I ordered a pineapple real fruit chill, ended up I got a black berry chill?? To me, they don't know how to cooperate and they need more training! Also, there was a stuff, Pau, kept smiling like as she was watching something funny and wanted to find out what that was. I found it was insulting the way she laughed. I asked her what was her name, she threw her name tag in front of me and told me I could take a picture of it. No apologies was ever provided, and the two (Pau and the manager/supervisor) kept speaking their hometown language, which I didn't understand. I believe this was stupid and insulting. The manager/supervisor kept arguing with me and kept non-stop at my back when I tried to leave. Is that the way you are supposed to run a business? I will never go back to that place. It really affects the image of Tim Horton's, at least the way my impression to Tim Horton's. The manager/supervisor and Pau both need more education on their attitude to customers and the way to operate the business. Terrible experience, won't...