Tim Hortons — Restaurant in Hamilton

DON’T EXPECT MUCH! I've visited this Tim Hortons location twice now, and unfortunately, both times I’ve encountered rude staff, prompting me to share my experience. 😕 It's disappointing when basic customer service standards are not met, especially when there's a large poster by the garbage bin promoting a survey for a small reward. 🤔 It feels ironic given the service quality.

1. BATHROOM ISSUES: 🚻 The bathrooms here are locked and require a key, after waiting several minutes for the key, the cashier finally stepped away from the till, grabbed the key from the wall, and opened the bathroom door for me. To my surprise, she returned straight to the register without sanitizing her hands after handling the bathroom door—despite being in contact with a visibly unclean environment. 🤢 The state of the bathroom was alarming: a broken tap 🚰, almost empty hand soap 🧼, no paper towels, broken tiles, and a dirty toilet. 🚫🧻 One has to wonder what the locked door is really protecting when the cleanliness is this neglected. Where are the health standards, and how is this overlooked? 🚨

2. RUDE STAFF: 😠 Sadly, this is not an isolated incident at this location. The staff often greet customers with an unwelcoming attitude, almost as if they’re inconvenienced by your presence. It seems like this behavior reflects a broader issue with management, as the lack of customer service appears to be a norm rather than an exception. 🤨 A manager or owner who truly valued customer experience would not allow this to happen repeatedly. The generic, copy-paste responses to negative reviews only reinforce the impression that feedback isn’t genuinely considered—it’s just a box-ticking exercise. 📋❌

3. GENERAL IMPRESSIONS: 🧐 The 3.9-star rating on Google with over 581 reviews speaks volumes. The vast majority of these comments are 1-2 stars ⭐, with many echoing the same concerns about poor service. It’s clear from the feedback that there are consistent issues at this location that need addressing. Instead of asking customers to fill out yet another survey 📉, the owner should take the time to read the existing reviews and truly address the root problems. Good customer service should be a standard offering, not something we have to hope for or request. 🙏

IT’S UNFORTUNATE that such a well-known brand allows this location to operate with such low standards. 😔 I hope this feedback serves as a wake-up call to improve the experience for all customers in...

I come here a lot and have always had great service and great quality, unfortunately today was different. There was a woman who I've never seen before who took my order. It was a farmers wrap, donut, a large iced latte and a small coffee double milk. She couldn't seem to understand the coffee orders which is no problem so I was patient even after she kept redoing the order. The price was suspiciously low but after I constantly reiterated my order and tried to read it on the till correctly, I paid. I was confused because I recieved a small iced latte and I told them I actually ordered a large and then I never got the small coffee. She was very rude and actually began arguing with me about it saying I was completely wrong and said "no no, when I asked you you said a small only". I calmly and politely defended myself. Eventually a staff came to the front and said "stop arguing with her and just fix it!" (which was much appreciated). I even told her that if she charged me for a small iced latte that I'd take the small (I felt at this point I had to give in because the cashier was so aggressive) and then she charged me for the small coffee. I've worked with the public for years and especially fast food. I know its stressful and wears you down but I didn't deserve to be...

This evening around 4:15 PM me and my friend were at the drive thru and ordered two large iced coffees and a bagel. I had two$ 1 iced coffee coupons and wrote down the validation code which I got. When I handed it over to a lady at the window and an Indian guy just came and said to us in a harsh and rude way that the code was wrong. I said to him that I generated just a couple of minutes back and he said that is not possible. I was unable to show him the code in my phone as the page got refreshed and came to the survey page again. I even said to him that I have been going and using coupons in other locations and they accept it. Then that guy said " Don't lie to me" it is not possible. He even asked do you know how this coupon will be verified. And after that he even said Don't be so rude. Is this the way this Tim Hortons handles customers at drive thru. This was my first time at this location and will be the last time I visit this place. I don't recommend this place. The Indian guy was unable to handle a customer and he needs to be trained on customer service skills and how to talk...