Tim Hortons — Restaurant in Hamilton

My experiences at this location have been nothing but awful, especially since the pandemic. One time I asked for a plain twelve grain bagel with nothing on it, untoasted, and unsliced. Got an everything bagel, sliced and toasted, and butter all over the wrapping. I tell them the order was wrong and the female employee told me that's what I asked for, which I did not. Another time I asked for the same thing to be asked if I wanted a plain bagel...no, I want what I jyst ordered 🤦‍♀️. Numerous times I've been here and the experience eas the same. Usually there is a cashier or two but they stop working and do nothing like a few of the other present employees, despite a long line up. The times I've been told to use the self checkout, despite needing to customize my order (which I can't by self-checkout) is laughable (at least a dozen times). This was because numerous employees couldn't be bothered to do their job aside from one making the food and one at the drive-thru. Also, pretty slow service at times. Another common experience is ordering something, being told they have it, and paying, only to be told 30 seconds after they actually don't have it. Also, the amount of times they mess up your order in any number of possible ways is mind boggling. Also, it's a little gross, to say the least, about how food falls in front of the trays of the display case, or on the ground and is left there. The lack of cleanliness at times and uncomfortable seating leaves a lot to be desired. Not to mention individuals taking a table for four with a coffee and laptop for hours, or a group with coffees sitting for hours leaving no room for people wanting to get lunch or dinner. Go to a different location or...

Usually fast, efficient & the orders are fully correct apprx 90% of the time, which is terrific!

However, the other 10% of the time it can be anywhere from slow and poor service all the way to horrible service, getting an order 100% wrong (because I was given someone else's order), being over-charged or having only half of my order once I got home - even AFTER I watched the girl going through the bag while checking the screen above that has the orders on it. It can be very frustrating at times.

To their credit , if you call the store and ask to speak to the Manager (I believe her name is Veronica or Valerie..........unless she has left then I don't know who it is) and explain what happened, she doesn't fight with you or doesn't believe you. She asks what you ordered, puts your name in a book and says the next time you come by, place your order from before and tell them your name is in the book and you'll get your order free to make up for the inconvenience of having had such a bad experience.

It's a great tool for them to see how much they have to give.away due to staff error and although it ruined your previous order - they do really try to make up for it. Nowhere is perfect, I know. I just wish they would have a QC person who just checks the orders and bags them, it would save everyone a lot of hassle.

Other than that,...

Rudest drive through service I have ever had. On Wednesday may 29 2024. A girl at the drive-through was so rude to me for absolutely no reason I asked if they had maple donuts she said no we don’t serve that. I then ordered a Boston cream and asked her what other flavours do you have. She didn’t listed off a bunch and said that they had maple. So I said, but I just asked you if you had maple and you said you didn’t? She said no you didn’t you asked for a Canadian maple and we don’t serve that. I said no I did not ask for Canadian maple because I don’t even know what that is. I just asked if you had maple. She didn’t cut me off and said in an unnecessarily, rude and annoyed voice “just decide what you want then!!” and was so rude about it for no reason. I’ve had this woman at the window before she is absolutely foul for no good reason. The older lady at the window who handed me my food was a different person. And she was lovely. But the person taking the orders on the microphone was horrible. I hope that the owner reads this and has a talk with their employees. I will purposely not come to this Tim Hortons anymore, and drive a little bit further out of the way to go to the one on Mohawk just to avoid...