Tim Hortons — Restaurant in Guelph

Avoid this location at all costs!!! Multiple poor experiences that have caused me to now boycott this location in particular. Save yourself the increased blood pressure and go literally anywhere else.

Staff who can't understand their own menu items in plain English such as "Chipotle Steak Loaded Wrap", so they call over another coworker from the line to interpret for them, who then adds a chicken wrap with added chipotle sauce. I politely remind him I wanted a chipotle steak loaded wrap. He changes it to some other normal wrap and adds steak. I have to correct him a third time while pointing to the photo menu above the two confused looking staff that ITS THE ONE RIGHT THERE, CHIPOTLE-STEAK-LOADED-WRAP, NO SUBSTITUTIONS PLEASE. Takes them both 15sec to find it but finally they do. This is not the first time this has happened. The customer should not have to explain the menu to the staff.

After getting tired of having to do English translations for YOUR items for YOUR staff, I started to use mobile orders to eliminate the chance of a language barrier. Can't win there either! I place a small $5 mobile order for a toasted cream cheese bagel and a blueberry muffin. I wait next to the pickup counter, pointing to the cashier "I'm here for mobile order". After 5mins, I politely ask the cashier to check on my order. She says one line to her coworker on the line, and both go back to their work. 5 more minutes pass. I finally go over to the line and ask two DIFFERENT staff if my order was coming out. They both agree to check. I wait 3 more minutes. Silence, fully ignoring me. I finally go back to the cashier and ask for a Supervisor, who I explain the situation calmly but firmly to that from 1:17pm to 1:32pm I have been waiting a full 15mins for a single bagel and muffin, saying how this is unacceptable and happens nearly every time. All she does is smirk at me and say "sorry, wasn't me", no comp on the order, no coupon for next time, no genuine promise to fix the problem or any token of customer service. Just a passive aggressive "sorry YOU had a bad experience with our staff" type of response and expected me to shrug it off. I'm tired of being blatantly disrespected as a paying customer, so I will no longer be a paying customer until changes are made.

I don't blame the minimum wage temporary foreign workers who can't speak English who are working their hardest to put food on the table and secure a future, they are but an innocent symptom of a greater issue as an exploited cog in the machine, I pity them. I blame the MANAGEMENT who hires these staff. I blame the incompetent supervisor who was doing nothing in the back the entire time while her staff were running around with their heads cut off until I called her out to the front, and when I point out this issue to her she thinks a simple "sorry" will suffice. Poor leadership leads to poor customer service, and for this you've lost me. As I told her, whatever operation you're running here "this isn't Tim Horton's, this is something else" a shell of what the company used...

I am reporting this incident that happened to my mother of 76 years of age. On Sunday December 11th at approximately 10 am, I went Tim Hortons drive threw , the location on the corner of Gordon and Kortright in Guelph. I was on my way to help shovel my moms driveway as she is elderly and give her a coffee, that’s our usual routine. I had just finished shovelling and was on my way home, when I received a text that she was not feeling well and throwing up. I called her immediately. She explained to me what happened and sent me a picture of the foreign object in her coffee cup. It appears to be a piece of plastic or rubbery substance with slime on it. I went back right away to to see how my mom was doing and inspect the cup and honesty nothing short of discussing. Completely unacceptable that this could even happen to anyone . I called this location no apologies they asked for a picture, which I sent. Since that conversation no one contacted us. A day later, I called the store back and was told some one would call me. Finally the store manager called, she asked me a couple of questions, again no apology just that she would send to the owners. That was last we have heard from anyone and that was last Sunday… You be the judge if you ever want to use this location, what an unprofessional owner and Management team. I would post the picture but it is not an option on this...

JUNE 09, 2025 12.45PM THEY REALLY NEED TO TRAIN THEIR STAFF FOR CULTURE, RESPECT. IT WAS VERY BAD TO EXPERIENCE THAT THEIR STAFF WAS MAKING FUN OF SOMEONE'S ETHNICITY, ACCENT, BAD BEHAVIOUR. AND ON TOP ARGUING, JUSTIFYING THEIR BAD BEHAVIOUR. PEOPLE GO FOR A COFFEE/TEA AND NOT EXPERIENCING BAD BEHAVIOUR/HARASSMENT BY THEIR STAFF.

2023/12/23: RUDE behaviour by staff. We started going there again, however to our surprise they misbehaved, not very nice, quite disappointing. They know that we take tea/coffee at drive through and wait for next person to come and pay for them. One staff said that we can stay in lane as no one was there, then her manager came and started misbehaving and yelling as we need to go, we were just there so that we can pay for next person. They even did not realized that we are regular customers at this location. We are quite disappointed by this kind of behaviour.

2021 We go there often, however since last few times, we observed bad service and food during lunch time. We ordered toasted and said to do it extra toast, also said we need it hot, its pretty cold outside, when we received order, it was cold, we were in drive through and after getting order we drove from there, when we started eating, we noticed this. it...