Tim Hortons — Restaurant in Halton Hills

I gave this store a 5-star rating 2 years ago. I haven't been back to this location for a while, but when I came back on Sunday, it seems that the workers have changed.

I arrived to a customer complaining about getting a coffee when she ordered tea. When it came time for me to order, it was fine - not complicated at all - a drink and a dozen donuts, paid, done. As I picked the flavours of my PAID assorted donuts, some other worker comes and picks one of the donuts from my box. The lady who was serving me ASKED if it's ok that she took one of the donuts from my box (for context, there were only 2 left and I picked them. This flavour is never available anywhere else). I said no because I had already picked it and it was already in the box and paid for. The lady who took it then started to explain that somebody had already ordered it in the drive thru.

My issue is this: Since when did the drive thru considered more priority that the in-person customer? Everyone is important, but why take from the box that's already being prepared from someone who already paid for the item?

It may seem like "just a donut", but from this experience, it made me feel like, the other customer is more important since they're ok to take from my box and simply tell me, oh they ordered first, even if she never verified who ordered first before telling me that. The drive thru customer can't even see what donuts are available but chose to tell me that the donuts I'm seeing have already been ordered by someone else AFTER it was already in the box.

Then, the lady FORGOT that I ordered a drink and didn't make it.

When I asked for a receipt, she gave me the WRONG one.

As I was finally leaving, the lady kept talking to me saying MAYBE I ordered later....blah blah blah. Seriously? Just stop!

There's a gazillion tiym Horton's locations. I will not be returning here again. NOT that it's going to be a dent in their revenue, but I suspect that if service remains the same, either this establishment is going down, or lots of...

Went to buy take out lunch (at 1:30pm not too busy, only about 4 customers in store and a few drive through) on Nov-29-2023. Ordered 1 farmers wrap and 2 cilantro lime chicken loaded wraps. When I went home, we looked at the wraps and they looked like tiny, thin snack pockets. Proceeded to open them and hash brown was missing in the farmers wrap, no rice and missing some other ingredients in the loaded wraps, such as the crispy bits etc. I also ordered 2 soups and they only gave me one, when I asked the server about the 2nd soup, she could not understand me and mutter something I could not make out what it was. I went to ask the cashier and she asked me for the receipt, but all she gave me in the first place was the paper about the Tim's survey. So I asked her to look into the cash register. She said she input 2 soups, and apologize for the problem (which was appreciated) at which point the manager said they didn't have enough to make 2 soups but they will give me whatever is left at no charge. This Tim's used to be very good. I've been a Tim's customer for 25 years. But lately like most of the Tim's in Brampton, Mississauga, Burlington the service have gone downhill like a landslide. I don't know what corporate have or have not done in hiring and training their staff, but they are constantly making mistakes and have no idea about how their cash register system works, or even how to assemble the food. Seems like most don't seem to care as long as they are being paid their wages. Tim's is a Canadian iconic coffee place and it will be a shame for the reputation to be ruined by unattentive staff. Maybe learn from Starbucks about their hiring and...

My sister and I go to this establishment about three times or more a week. We have had some doozies at this Tim's but yesterday was the worst. Going through the drive thru we order 2 large iced caps, 1 small ice coffee, 1 medium dd coffee and two plain donuts. The young Indian fellow hands me the iced coffee. I said, we need a tray. He's got the iced coffee and coffee sitting there, now he's trying to make the iced caps. Machine is not working. Lol I tell him I want to be reimbursed for everything I just ordered. He tries to reimburse me but my card is declined three times at tge window. I tell him that I'm coming into the store. You have 5 indian people running around like their heads are chopped off. I have a woman next to me wanting her money back from a wrong order they gave her I'm waiting for my $17.61 but my card is declined by the same idiot doing tge window drive thru. Lol No one wants to help and no one has a specific job to attend to. Have one person on cash, drive thru and others making coffee and meals. A young Indian girl finally gives me a gift card with no thank you. I'm sorry the communication between these people are BRUTAL and the service is horrible! This used to be a nice Tim's but it's a horrible Tim Horton's! Too many Indians not enough chief's! COMMUNICATION BREAKDOWN! HORRIBLE SERVICE! CUSTOMER COMES FIRST! THEY HAVE TO BE TAUGHT HOW TO GREET AND SERVE THE CUSTOMER! PUT A SMILE...