Tim Hortons — Restaurant in Hamilton

I go to Tim Hortons on a regular basis at the Centre Mall location which is located on Barton Street East between Kenilworth Avenue and Ottawa Avenue on the North side of Barton you can't miss it. This Tim Hortons has a drive thru but it does have a downfall if you are in the drive thru line up and you are past a certain point there is absolutely no way for you to get out of the line up so if you have an emergency and needed to get out of the line up urgently you are out of luck and you would have to stay in the line up which on most days it can be at least a 10 minute wait...i feel as a customer that was a really bad decision made in the construction of the drive thru...another complaint i have for this Tim Hortons I'm not sure if it is the same for all but if you have a craving for an apple fritter or maybe a chocolate dip donut at say 930pm or 11pm you are more then likely going without it seems as though they run out of donuts, tim bits, cookies and other treats at a ridiculous time sometimes as early at 730pm I find it rather sad that a donut shop runs out of donuts. I would like to think in this day and age we have a lot of shift workers and they get lunches and breaks at every odd hour in the day/night and a lot of them like to get a coffee and a donut or maybe a small meal and you cannot get it at this location until the next batch comes in yes I Saud comes in to the store at anywhere between 430am and 6am... we have Dofasco and National Steel Car to name a couple of factories in this area and are always coming in and getting large orders of coffee tea hot chocolates etc why they wouldn't stock up the food items at the times that they have zero product its unacceptable to most of the people I have spoken to while standing in line to place our orders...Tim Hortons would make more money if they had product available but they don't and it's so disappointing...staffing is an issue also at this location on the afternoon and night shifts dats isn't too bad there are still line ups but not like on afternoon and night shifts it gets very frustrating when the factory guy comes in with a 30 item order and there are only 2 people working and you have another 2 or 3 people waiting to be served and most of the time we are on our lunch or break and we don't want to spend it waiting in a Tim Horton line up...so that is my rant about the Tim Hortons at the Centre Mall... The bright side to this is almost 90% of the people that work at this location are friendly, clean in appearance, for the most part efficient in getting the order correct and don't make you feel like you are being rushed when trying to decide chocolate or honey dipped donuts for the last 2 that make up your dozen so please remember they are there trying to make a paycheque just like everyone else and if they are all of the above and treated you like you are spending tons of money because no matter if you spend 2 dollars or 220 dollars the person behind that smile slinging donuts and coffee for an 8 hour shift deserves a little extra something....in closing at this location I have been when it's super busy and when it isn't the lobby...dining area and washrooms are always neat and tidy...and this is why it got a 3 star rating from myself...

My wife visited this location yesterday through the driveway and right from the start it was nothing but issues. The lady taking her order continuously enter the wrong items in the til while she was ordering and my wife had to keep correcting her. When my wife went up to pay, her iced drink already had melted ice in it so she asked for a cup of ice, to which the server charged her for. Tim Hortons is only supposed to charge for an extra paper cup, not a cold cup with ice. My wife have severe anxiety and didn’t want to deal with confrontation, so she paid and left. As she drove away, she realized her drink was made wrong (it was missing the cold foam, and tasted like an ice coffee, not a cold brew). She returned to the store and went inside to have it remade as she is very anxious and didn’t want to cause issues with the original server. The gentleman who remade her drink was extremely polite and helpful and my wife got her proper drink and left. As she pulled out of the plaza she realized she never received the timbits for her order but by this time her anxiety was so high, she couldn’t return. I called to speak to a manager and ended up getting the supervisor who also happened to be the original server from my wife’s encounter. I started to explain the situation to the supervisor who then proceeded to continuously call my wife a liar, cut me off when I tried to speak, started yelling at me and then hung up the phone. Accidents happen, things get missed or mistaken and that’s fine, we’re all human, but the lack of accountability and the accusations of a customer lying about their experience and then proceeding to yell at them is the worst customer service. That supervisor should NOT be in her position and I hope the store owner takes this as a coaching...

11 months later update! Horrible service using drive through on Christmas, if you didn’t want to be at work today you shouldn’t have come in!! Horrible attitudes on the staff here and no manager? For complaints. Lies. Manager on site at all times. That’s the Tim’s way. This location is by far the worst here in Hamilton.

I got to the line outside at 1:20 pm. 2 employees outside the entire time chain smoking. Took me 20 minutes just to get inside the doors, with a lineup of four people outside five in line inside. Only one person is working the cash register, you have four people fighting over how to put bacon on because there’s none left and no one knows how, don’t you hire a baker specifically to do just and only this? drive-through times are up five minutes on the screen. if you can’t handle a storefront close the doors and just offer drive-through service. In the end it took me 45 minutes to get a coffee.

Ps. What’s the point of a hair net, if it’s not being used properly. One guy just put it on top of his head while all is hair spilled out the front and sides, wouldn’t be a bother if he had a haircut to suit the net. Instead his hair was still flowing past his shoulders in-netted. The other gentleman most of his head shaved, net over the shaved parts but not the front, the guy could barely see through his bangs.

EDIT. After reading the next review I’m going to add that absolutely even months later I’m sure that old woman was the same at the counter, the only one doing her job with a crew of teens and young entitled adults who want the pay with minimal work. That old lady deserves a raise for being the only one to actually do her job in a shotty ...