Tim Hortons — Restaurant in Guelph

Absolutely a disgraceful display of customer service, when the foreign help has more customer service skills then the canadian owner and her defense is "we called you" it's a $11 refund and your fighting me tooth and nail until I'm actually yelling and a scene is created in your store, even after guest services messaged you, forwarded my issue and quote ordered a refund. You expected a truck driver to remember the exact chain of events over a month ago that you still had not refunded me... I ordered using the app, and it should have been refunded remotely, but over and over, I was directed to a store that took me 1 month to return to because of my travels. This is uncalled for everyone involved.

App users beware!

The complaint started immediately after order on Sept 22. (Photo)

They had my phone number. Their level of trying is sus. (Photo)

Notice my many efforts to have this addressed in the app as mentioned. See the multiple times guest services agreed on the refund and its importance, but this owner is more interested in blaming me for the order not being made 21 min later. "You didn't think it'd be cold" it's my money my meal my sandwich MOBILE ORDERS per your ads are to skip the line that was my attempt, because every Tim's starts your "Mobile order" when you arrive... not how you "skip the line" Not to mention it was my work lunch and would be consumed later, I couldn't wait for you to make my order or I'd never done mobile...

Dear Tim Hortons Management,

I am writing to formally express my disappointment with the service and food quality I received at your location on May 30, 2025.

Upon arriving at the store, I waited over 7 minutes for someone to take my order. Despite standing at the counter, no staff member acknowledged me or made any effort to assist. To make matters worse, one of the employees appeared to mock me by dancing in front of me, which was highly inappropriate and made me feel extremely uncomfortable.

When I finally placed my order for a Crispy Chicken Craveable, I left the store expecting a decent meal. However, upon reaching my destination, I found that the food was completely burnt and inedible. Not only was I unable to eat, but my time and money were wasted, leaving me deeply dissatisfied.

This experience has left a very negative impression. I have visited other Tim Hortons locations where the staff are professional and the service is excellent—this particular branch, unfortunately, failed to meet even basic standards.

I hope this matter is taken seriously, and I request appropriate action be taken to ensure other customers do not face a...

My experience today was so off putting. I will not be back! I had the worst customer service I have ever had. I placed a mobile order (order number 9177) to make it quick I have 2 children who were antsy and wanted to make it as fast as possible while treating myself when I pulled up I got asked if I wanted an ice coffee instead of my icecap I declined she rolled her eyes at me and said she would refund me as the machine is broken so I said okay calmly she then stuck her head out and told me not to use mobile orders anymore with a lot of eye rolls and attitude. She then passes me less then I paid over the app so I told her and then she argued back with me saying I placed and order for a “small icecap” when I told her no I didn’t I put small Carmel icecap and showed her on my phone and pulls her slip back up to realize I wasn’t lying passed me my refund and I drove away I didn’t argue once as my children were in the car but my 4 year old even picked up on her rudeness and didn’t stop talking about how she shouldn’t have been so unkind to me the whole way home and that speak volumes to her...