Tim Hortons — Restaurant in Hamilton

I have been coming to this location for years and I would drop my kids of at school and go get a coffee. So I've waited in the enormous line ups that the store front has daily, with only ever one till open, which blows my mind especially since this Tim's is located near the tim hortons field. Like does management not understand if they had 2 tills open it would be much faster service and much happier customers ! Since the wait times are always 10 mins or more for a single coffee! This is called fast food I shouldn't have to wait 10 + mins for a coffee then to have it made wrong and wait more to have it remade. Its very unfortunate. I've worked for tim hortons for many years of my life actually ive been a supervisor so i know how the business works I get it customers can be hard to deal with but the same time you choose that job it's your duty to put on a smile and give your best customer service experience you can,which means putting a smile on your face even when your mad, or have a difficult customer thats the job but wow this location everyone is misrable, minus a few employees, shandi is always a happy and friendly face, one of the male bakers is very pleasant, he has served me before on cash when no other worker has been around,! And a few of the younger girls are very great as well, Heather and a few other girls I don't know the names.... but your older employees they deffinitly need a refresher in customer service and I get it they have probably been there for years and it's just routine now, but one lady in particular I believe her name is Gloria, she normally works the sandwhich unit, I have witnessed her be krass with customers, employees, I just can't believe the way she speaks to people, I'm suprised her fellow Co workers put up with that because I deffinitly wouldn't, I ordered a sausage breakfast sandwhich which the girl on cash didn't know they ran out and Gloria is screaming at her no Sausage, and loudly says " if people would actually listen this wouldn't happen and shakes her head" as theirs a line up of customers obviously making the young girl at cash feel degraded. Then I was asked if I wanted Bacon well no not really, the question I should have been asked is do you mind waiting for the sausage, so then I asked who long is the wait she Gloria says I thought you wanted Bacon and that was fine, I said yes but if it's not a long wait for sausage then that's what I want, then to find out the baker had already brought sausage out so not only is she rude to me and her fellow Co worker in front of customers she doesn't even know her stock at her snandwhich unit. This Tim's deffinitly needs...

Went through the drive thru this morning. Ordered B.L.T no tomatoes (allergy) and extra bacon. Got to the window got my drink and donuts but it was obvious they forgot about the sandwich. No problem. I waited a couple mins (2-4 mins) for the sandwich to arrive. It was handed to me and as I was in the parking lot I checked it. It was on a 4 cheese bagel (did not ask for that) it had tomatoes on it, cheese (also didn’t ask for that) and definitely no extra bacon. I took it inside to get replaced and told them I’d like it on a plain bagel, no cheese, extra bacon. What I received still wasn’t that. They apologized and said they were super busy. Which they were. I didn’t put up a fuss about the first mistake when I had to take it in. Wasn’t even going to complain about the bagel they put it on or still adding cheese. But what brought me to this point is the charred toasting job they did and STILL decided to give me the sandwich. The photo is the final result of almost half an hour waiting for a B.L.T. I had to wait for bacon to be made, and the ONLY reason I knew that is because I heard the baker say it to someone else. Couldn’t even let the customer know what the delay was. I get they were busy. But can’t be too busy to listen to the customer...

Horrible, the staff is ignorant and rude. Today my fiancé and I went through drive thru and when pulling up to the speaker we were treated with “you have to wait one minute” my fiancé didn’t hear her properly and went to start ordering that’s when the girl came across the speaker again VERY rudely and said “I told you to wait a minute” then when she finally decided it was time to take our order she was rude and trying to rush us, we ordered snack wraps a coffee and another coffee after each thing she told us our total told us to drive up and then huffed when we stated we weren’t done ordering. Then when we arrived at the window she stuck her hand out in my finacés face and said our total. We paid with debit which was apparently a HUGE inconvenience for her because again she huffed and just held the machine by the cords and let it swing around untill my fiancé got a hold of it. Then when handed our ordered half of it was missing because she didn’t punch it in!? The staff there can be so rude and ignorant it’s unbelievable. Don’t get me wrong some that work there are just absolutely amazing but then there’s ones like this girl today that just ruin the experience...