Tim Hortons — Restaurant in Heritage Valley

Update: After weeks of no response from the restaurant and head office reiterating they can do nothing other than apologize on behalf of their franchise, the 'restaurant manager' finally emailed me. I was offered a $25 gift card to earn my business back, which was about a dollar short of the refund head office said I would receive.

Head office has insulated themselves from responsibility while their franchises use the brand name to take money from customers with little respect. The best thing you can do is support small, local businesses, not major franchises that lost any reason to care about the customer.

Original review: After multiple poor experiences including staff unable to hear customers in drive through, no staff at the registers in the restaurant during peak hours (they are focusing on drive through), poor training with their own product (did not know what whole-bean coffee was), and numerous occasions of missing items from drive through orders, I finally reached out to head office after I was again missing items from my order.

The Tim Hortons head office replied promptly and was very concerned about about what I had to say. They apologized and said the restaurant would reach out to provide a refund. After 3 weeks, I followed up with head office and was told Tim Hortons cares, and I would hear from the restaurant shortly. After 5 weeks, I followed up again only to be told head office has no authority over their franchises in these matters.

This feels like a deliberate decision by the restaurant to ignore the issue until it goes away. Unfortunately, this is exactly what will happen as head office can only "update their file and ask they contact me". I really do not want to speak to them, only to get get a refund and move on.

All I can suggest to you is drive 5 minutes in any direction and you will find another Tim Hortons or any other fast...

We used "TooGoodTxGx" to purchase a Tim Hortons surprise box and picked it up in Chappelle. The offer was appealing, just CAD $4.99 for items originally priced at CAD $15. The app mentioned that customers would receive an assortment of surplus baked goods such as donuts, Timbits, cookies, muffins, bagels, and/or other baked goods.

In our FIRST surprise box, we received 2 Walnut Crunch, 2 Dutchie Donuts, Apple Fritter, Chocolate Glazed Classic Donut and Four Cheese Savory Twists, totaling 7 baked goods. We had Apple Fritter and Chocolate Glazed Classic Donut before. Walnut Crunch was all chocolate with some walnut pieces. Dutchie Donut had raisins and was quite tasty. I expected Four Cheese Savory Twists to be savory, but the taste was slightly sweet.

About ONE MONTH later, we bought our SECOND surprise box. The baked goods were even MORE APPEALING than the first, and it definitely surprised us. We were glad to have it.

This time, we got Honey Dip Donut and Chocolate Glazed Classic Donut, both were basic but quite tasty.

We also received some baked goods we had not eaten before, Old Fashioned Plain Donut is a simple doughnut, perfect for someone who doesn't have a sweet tooth. Vanilla Dip Donut, covered with colorful sprinkles, might be a bit too sweet, but it's quite pretty for taking pictures. Chocolate Toasted Coconut Donut is topped with crunchy toasted coconut flakes. It was delicious. Reese's Minis Dream Cookie with Pecans had a soft texture, with bits of pecans and Reese's Minis mixed in. Raisin Bran Muffin had a rougher texture than regular muffins and was filled with raisins. It was not overly sweet, making it a good fit for my taste.

In my opinion, people should not have high expectations for the surprise box, because people might receive something they don't like. However, it's fun to buy one sometimes, just not too often, or you might...

The girls working at the drive thru were rude. Came to the drive thru asked for a doggy Tim bit which is just plain Tim bit we’ve gotten them before. They didn’t hear us so we came to the window of drive thru and said we just wanted a plain tim bit. Lady off the bat was just rude in her tone “you want Tim bit I’m charging you for one tim but just any they are all the same” and turns to her worker saying go get them any tim bit. She gave our drinks to us and the bag saying there you go bye and walked away. The amount of times we said plain tim bit for her to give a glazed one and be condescending at the window towards customers. I went inside to say this is the wrong one we just wanted plain, the worker at the register he was nice seems new went to ask the girls that are all huddles at the window while there’s a line at the door my orders wrong. I could hear the lady with loud tone “well that’s what they wanted we don’t have plain go tell her there’s only glazed” they started making comments in the back which I could hear so rude of them. I wast even arguing I just went to get the right item they could’ve just said they didn’t have it at the start. When I said I just wanted to return it like I don’t want it is all I meant the guy went to tell the girls and they made it a return and started making comments “well toss in garbage that’s a waste” and another girl came to make it a return she said also in a rude manner “you want a return for one item okay how’d you pay just tap it”and walks away. Like okay I don’t really care it’s 40 cents, there’s nicer ways to handle this. I hope none of those girls were the manager or supervisor on shift cause that’s horrible service. We went to another Tim Hortons location after this for a PLAIN tim bit which they had and were kind to us when we said just a plain one like a...