Tim Hortons — Restaurant in Hamilton

I’ve been Tim Hortons customer for many years using their stores in different Ontario’s cities as well as other Provences and have to tell you today I witnessed and received one of the poorest, lowest and most horrible customer service experience from one of staff member and store manager that made me write this review hoping that Tim Hortons head office train these people how to serve their customers with respect and professionalism. This afternoon around 1:30 pm I went to this location to buy food for lunch. I wanted to use a coupon that I had from their app offering two chicken bacon ranch for $8. I got to ordering board started to speak to a lady who didn’t great me at all and sounded so in rush even though there was no car behind me so I finished ordering and moved to pick window asking cashier for the total as the small $$$ total board showed 0.00 but received no answer, asking again still no answer. she was talking to other team members inside the store. I used my Tim card to pay anyways and immediately checked my balance noticed that the coupon didn’t go trough and I was charged regular price. I asked the lady why my coupon wasn’t used. she told me that because I ordered just chicken wrap not chicken bacon ranch wrap which was on promotion. I politely explained that she was wrong and I ordered the right promotional food but she insisted in very rude, mean and unprofessional way that she didn’t make any mistake pass the blame to me. I asked for the manager after I noticed that my discussion with team member wasn’t going any where. Store manager came pretty much repeated what the First Lady said in even more rude and mean manner offering no apology so I decided to end my conversation and asked for her name to escalate the case to their head office but she refused to write down her name and closed the window on me????? Wow, wow and wow. Have these people passed any customer service course learning the basic and fundamental of customer service???? Did that store manger know the basic meaning of customer centricity? I’ve seen so many bad customer service which but this one by far was the worst one. Maybe it’s time to leave and take my few hundred dollars food and coffee monthly spending somewhere else. So so...

I work at another Time Hortons and I just cant stand going here. Its one of the closest Tim's to my home and every single time we go here, my order is wrong, burnt, or stale. I very rarely have sugar in my coffee or tea when I ask for it and end up with less milk or cream than I asked for. The coffees are never stirred properly. I won't even get them to re make it anymore because I get attitude or the order is still wrong.

However the staff is being trained, it's being done poorly. They don't care about their customers. I can understand if the sugar machine is clogged or the machines aren't calibrated properly, but it's consistent.

When I went to the counter with my mother one time, the lady took my mom's order, walked away to make it without entering it into the till. Came back to take the next part of the order. Walked away again. Came back. Took the next part of the order. Walked away. Came back. Etc. She set our drinks on the pick-up counter without entering anything into the till and we could have walked away with $10 in drinks without paying because she wasn't paying attention. This method is incredibly ineffecicient because if you take the when order at once and enter it into the till, you can prepare the entire order while the customer gets their money ready or pays with the debit machine.

Because I know what working for Tim's can be like, I don't like to ask for management or to write reviews based on an experience or two but for 2 months it's been a consistent issue. This location needs re-training and to re-watch their customer service videos or they need staff that actually care enough to try to get it right the first time.

Stop trying to pass my coffee off as a double double or triple triple if you aren't putting...

There's a decades long running joke that the school across the street looks a lot like the Barton St jail, so it's only appropriate that the level of walk-in service provided by this location is also a joke and what I would expect for a coffee shop on jail grounds.

I ordered a simple beverage, paid for it, and, as I saw a line-up building behind me, moved off to the side to wait for its preparation without saying a word. The sole cashier (not working drive-thru) proceeded to take - and complete - multiple orders for the ever growing line-up, including the person directly behind me who needed 4+ items.

Having taken my money only seconds ago, this CSR - and I use that term loosely - left me hanging for what felt like 10 minutes while I periodically glared at her. Only the drive-thru people eventually jumped in and asked about the order for which I was waiting on.

Incredibly rude and unprofessional staff at this location - who don't know how to complete a consumer transaction. AVOID.

The vindictive side of me wants to go back, place a $10+ order, and then dump a jar of nickels, dimes, in front of said incompetent employee, to see how much she values her own time.

On a positive note, my drive-thru orders have always been quickly and consistently processed in the past, mostly...