Tim Hortons — Restaurant in Hawkesbury

I have given this location multiple chances before writing a bad review because there have been times when the staff were actually nice and did their jobs well.

I always order from the drive-thru since I have small kids, and it’s much easier for me.

One of the worst experiences I had was when I ordered a toasted everything bagel with butter for my son. After picking up my order and driving away, I realized the bagel was completely burnt (I wish I had taken a picture). So, I drove back, parked, and had to unbuckle my kids. I didn’t want to go through the drive-thru again because I didn’t want to inconvenience other customers just to get it replaced. When I went inside, the first thing they asked was, “Oh, so you want it lightly toasted?” The bagel was obviously over-toasted or even double-toasted—do I really need to specify “lightly toasted” just to get a properly toasted bagel?

I should have learned my lesson, but of course, I’ve had a few more bad experiences, which I let go.

This morning, I went through the drive-thru again. I initially ordered a medium coffee, but then I realized I had a long drive to Ottawa, so I quickly asked if I could change it to a large. I also ordered an Iced Capp for my niece and a pastry—I believe it was called herb & garlic, but I forgot the exact name.

When the cashier asked, “Is there anything else?” I responded, “I wanted to order this pastry, but I forgot what it’s called.” Instead of helping, she rudely replied, “I’m not following.”

When I got to the window to pay, I wasn’t sure if she was being sarcastic, but she didn’t seem like she was joking. As she handed me my order, she exclaimed, “I don’t know what’s going on—you keep changing your mind and your order!”

I understand customer service can be a challenging job, but do you train your employees properly?

Anyway, I’ve had enough. I am a respectful customer and understand how difficult this line of work can be, but this was the last straw for me. I won’t...

If I could, I would give this place a zero for service. Today at 5pm, I stopped for a chicken wrap, fries and a medium black coffee at the drive through.Today is Sunday so no supervisor? I had not set foot in this place for about 2 years as I was totally and completely fed up with the nonchalance and incompetence of the staff who could not serve me a black coffee to take out when I ordered one and distractingly added cream or milk, with or without sugar. Each time, I had to go back to have them give me the black coffee I ordered. Two years ago, I got so fed up that I called the owner Jamie to make a complaint. Well, things did not change as far as I am concerned. When I got home and took off the coffee lid...Yep, cream and sugar. In fact so much cream that the coffee was almost white. So, once again, I went back to get the black coffee I had ordered. I went in and had a few words with one of the 2 young men who had served me 30 minutes earlier. His explanations did not make any sense to me: ''There was probably a client that went ahead of you and he got your coffee!'' How is this possible when I ordered at the drive through... These people used to mark the coffee cup lid with a white chalk to better identify the different coffees but looks like they ran out of chalk or should I say that they ran out of interest. I do not intend to revisit this Tim Hortons for obvious reasons. Waste of time, mileage and gas money as well as major frustration for having to go back. I must say that the chicken wrap and the wedges were good. What ever happened to good old efficient service. I plan to make a complaint to the...

Generally I find that Tim Hortons is a hit or miss. This location is by all means is a "miss". First the bright spots. Drive-thru service is generally fast and the people that work here are polite and always smiling. Food is fresh most times, so no complaint there. Inside service is slow at times, but in no means do I blame the front line store staff. The "miss": Management equal zero! They are useless and uncaring. Owner is non existent to ever deal with any problems as management has no experience with customer service. Period pointe-finale. However the biggest problem is Tim Hortons customer service (the place that actually takes the complaints) from customers. The front line staff take down your complaints and promises follow-through with upper management, which in the end never happens. Trust me I know this from experience. Restaurant Brands International (owners of Tim Hortons) have a great history of managing their USA operations. However, they have dropped the ball with Tim Hortons. Their history with Tim Hortons has never been all that great...and so this problem continues. Will I continue to visit Tim Hortons locations, the short answer is yes. However each time I enter a store, I will enter with the lowest amount of expectations. I hope one day, someone steps up to the plate to correct matters especially within this store....just look at the other Google ratings. It...