Tim Hortons — Restaurant in Hanover

A visit to Tim Hortons is usually predictable in the best way — quick service, familiar offerings, and a no-fuss experience. Unfortunately, our visit around 9 p.m. last night fell short of that standard.

Despite being the only customers in the store, we waited several minutes before anyone acknowledged us. During that time, we overheard a young female staff member preparing to chat with someone she clearly knew at the far end of the counter. That person suggested she assist us first, to which she responded, “They’re still deciding” — which was not true. We were simply waiting for some direction, as both cash registers were open but it wasn’t clear which one we should approach. When we clarified we were ready, she took our order at the far left register, without any apology or acknowledgment of the confusion.

After placing our order, she went directly to the far right end of the counter to greet a person who just walked in, stepping out from behind the counter to hug and chat with them, while we were left wondering who was preparing our drinks. No one else was active behind the counter, and it took us some time to get her attention again. When she returned to make our drinks, she did so without washing her hands — a clear breach of safe food handling protocols.

My wife's iced latte was fine, but when it came to mine (an iced latte with oat milk), the situation worsened. The small fridge where oat milk is typically stored appeared empty, so the staff member discarded the old container and went to the walk-in cooler. However, she came back empty-handed and instead retrieved a new carton from an open shelf under the counter — clearly not refrigerated. When I pointed out that using room-temperature oat milk would leave the drink warm and unpleasant, she simply replied, “That’s where they’re kept.”

While I understand the staff member isn’t responsible for the stock situation, the store clearly wasn’t maintaining a cold supply of oat milk — something that really matters when making an iced beverage. As expected, the hot espresso and warm oat milk quickly melted the ice, and the drink tasted unpleasantly lukewarm. I ended up not drinking it and had to take it home (a 45-minute drive) just to refrigerate it for the next day.

Overall, this was a disappointing and frustrating experience. It wasn’t just about the drink, but about the lack of professionalism, hygiene, and attention to customer service. I hope this feedback helps the team improve — because...

Usually great coffee however my experience the past week at this location has been less than what I would call enjoyable several times in one week my order was messed up so I decided to mention it when I came through the drive-thru this morning I was responded to with a did you call? As if I was fishing for free stuff I explained to the lady no I don't want free things I just want to express that you guys have messed up several of my orders this week and it was responded to with an oh.......ok goodbye 🙄 Not to mention this week the Kinsman were saving money for July fest for charity purposes I was going to purchase the largest container coffee possible to donate and was shown nothing but contempt and suspicion as if I was going to try to turn a profit off it in some great coffee resale hustle LOL absolute thought that someone's mind would go immediately to something criminal when a good act was trying to be made either way these are the reasons why I will no longer go to this location I feel like in today's society everybody's so acceptable of poor service and bad behavior and I'm going to vote with my feet from now on great coffee horrible service...

We have been there twice and the time we ordered the pizza and it had hair In it. We then came back two days later to get a drink and timbits I stood at the counter waiting for someone to serve me. They where all standing around talking completely ignored me they saw me but said nothing.Only to see they had another till but I couldn’t see it until I stepped back and saw it. I went over there and I guess they kids had to finish their conversation first.Then the young man came and took my order .I paid for my timbits he then went back to chat and I didn’t get my timbits yet he had to talk again as I waited 3 minutes. I was pissed only to Leave and yep hair in the timbits I’m beyond angry and very disgusted with Tim Hortons in Hanover You really need somone in management that can get this...