Tim Hortons — Restaurant in Edmonton

Dec 2024 8:15am Something has seriously gone wrong at this location. There are positive reviews but also recent negative ones and I have to agree with the negative reviews. I do reviews when a business makes me, it's either an extremely good or bad experience, this is the bad one. I started going here early mornings when I changed jobs to Clareview almost 3 months ago. I have found only the poorest customer service possible. Today they put staff on the drive through that speak poorly and some people cannot understand what they are saying. The drive through staff are cold and unfriendly, never hello, never goodbye, never even a single smile, never a thank you for coming just piss poor attitudes. Today when I was disappointed trying to get my order straight at the drive though speaker staff were cold and stiff and the little woman at the window with the super bright red lipstick through me a nasty cold look and then they actually burst out laughing at me as I began to move my car from the window, they wanted me to hear that, as if they thought their bad behavior was great entertainment for them. I don't know what has gone wrong here but after reading others comments in the reviews I have to agree that this place has been turned upside down for customer service. I assume there has been some kind of staffing changes or reorganization and the owner has brought in cancerous elements without realizing it and it's making for a toxic customer service environment although it sounds like the staff are enjoying themselves, the customers are not. I would call this the worst Tim's I have been to. These staff do not appreciate that every single action they take in front of customers affects business. A toxic feeling drives people away while a warm and fuzzy feeling draws customers in and that equals bigger and bigger sales numbers. I am certainly done with the staff at this location after today!

UPDATE JAN 6, 2025 I posted my experience 2-3 weeks ago, the owner responds and asks me to contact customer care, NO OTHER INFORMATION... you expect me to do the work when all I really need to do is just never purchase from you again. I DID search for and contact customer care and what a poor system. They are not interested in looking at my google review they want me to explain the entire issue over again etc. NO read my review. I am only posting this in the hopes that your company understands that there broken parts everywhere your staffing is broken customer care is broken, why wouldn't the owner just help and fix issues, not good systems. It's not in any way my problem if you make less profit in your store I have already eliminated the problem I had. I don't care about your store you SHOULD care 1000 times...

We had a very disappointing experience at this Tim Hortons location on May 8th, 2025 at around 9:00 PM. While we were at the ordering screen, we decided to change one of the drinks less than a minute later. We could hear the staff laughing and making a joke out of us. When we got to the window, we weren’t greeted at all—just met with dirty looks and more whispering and laughing among the workers.

When we received our drinks, the employee rudely told us not to change our order next time because she had to throw out the original drink that she had made. Frankly, I do not care if you’re throwing out a $3 drink from a billion-dollar company like Tim Hortons. Are we not allowed to change our mind? I would understand if we have already paid for an item then changed our mind but that is not the case. There is no excuse for being disrespectful to customers.

She also brought up that there was a car behind us in line—as if that justified her attitude. There was only one vehicle behind us. If they can’t handle a minor order change with one car behind, what do they do at 8 a.m. when the lineup is 20 cars deep?

This kind of customer service is unacceptable. We understand busy shifts and minor mistakes, but unprofessional behavior and rude comments are not something anyone should have to deal with. I just don’t understand why she felt the need to tell us to not change our minds next time because she threw away the drink she made? We didn’t take money out of your pocket. We didn’t waste your time, this is your job!!! I will be contacting the manager of the store, I also regret not looking at her name.

DO NOT COME HERE UNLESS YOU WANT TO BE...

January 10/2025 at around 9m. I went in the drive threw and ordered my usual medium French Vanilla half Coffee. When I got to the window,it was loud. Employees were talking within themselves and the coffee shop didn't seem busy, as the parking lot wasn't full and there was only one car infront of mine and one behind.

I gave them my money and they gave me my coffee. I noticed that the writing on my coffee lid didn't have an F/C but it looked more like an M/C.

I did excuse myself to the staff to get their attention but they were talking so loud that I had to excuse myself a second time and slightly raise my voice to get their attention. When they finally turned around to acknowledge me, I politely asked if this was my French Vanilla/Coffee and they replied with : Ya Ya Ya, it is!

I took their word and drove away. I got home, took the lid off and my coffee looked darker then usual, didn't smell like French Vanilla or taste like it either. It was Mocha/Coffee!!

Please, if a costumer ask if this is their right order, please look at it and don't just brush them off with a : YaYa Ya

Note to self : I will take the lid off and take a sip before leaving the coffee shop...