Tim Hortons — Restaurant in Kelowna

Sorry to add this to one particular store's reviews as the issues I'm finding are consistent across most Tim Horton locations. (maybe the franchise owner can send it to HO), but my most recent visit was this location.

The orders I receive are consistently wrong whenever I get them, so I always have to check the bag no matter if it's drive thru or eat in. (results in the food being returned and made again which is wasteful)

This happens almost every time, so I'll outline my most recent visit as an example.

There are fairly new order screens when you walk in that should speed things up. We have tried them a few times at different locations and found that, every time, it said every sandwich that we wanted was unavailable at that location, it even showed us some new coffee drinks we didn't know Tim Horton's did.

The orders through the screen kept failing because the combinations that we put in kept saying not available so we quit the screen and went to the cashier instead.

The cashier then looked confused and said the sandwiches we wanted were available, but the drinks that we saw on the menu were something their team had never heard of (iced caramel mocha - or something to that effect).

The same confused employee put through our order. When we received it, we had one extra cold drink that we paid for unknowingly, but didn't order, along with extra bacon added to both grilled cheese' that we just ordered plain. All of which had to be refunded to us in cash.

It's not just a one off incident, it happens 9 times out of 10.

I still enjoy going to your locations, but I'm getting tired of having to quality check each order and then line up a second time to get...

This is the second time we came to order beyond meat/burgers with no dairy or egg. The first time you were very busy and mistakes can be understandable. It was highly upsetting during this time that to correct the error of both mayo and cheese on the sandwich, there was a complete lack of care for cross contamination as we saw that they attempted to use the same ingredients from the contaminated sandwich on the other. We had let them know it was an allergy to be taken seriously and to remake the food. We hate to waste too. But when someone lets you know of an allergy in any food establishment it should be taken very seriously. Those working in the food industry need to understand that they have the power to make others mild to severely ill or in some rare cases, die, with these types of mistakes and improper corrections. please ensure staff is informed that whatever the allergy may be it is important to consider that it is unknown what length of harm allergies may cause. The second time, today. We ordered the same thing with same requests and double checked with the cashier that the ingredients would not be on the sandwiches and then there was cheese—we did not signify up front that it was an allergy this time. He mentioned it was the last beyond burger available. They corrected the mistake and when i asked, they assured that the same ingredients would not be used for the new one.. We dislike waste and ate it with trust and received a free coffee voucher. Thank you for making it up to us with this coffee this time. It improved the experience today. We may be back for some coffee, but quite uneasy...

As a DoorDash driver, I’ve had multiple frustrating experiences at this Tim Hortons location. They constantly refuse to hand over orders — even if it’s just a single cold coffee — unless I bring a delivery bag. I understand the importance of using a hot bag for hot food, but applying the same rule to a cold beverage is just plain unreasonable. It feels more like they’re trying to exercise control than actually caring about food quality.

On one visit, the manager even told me, “We’re doing your job,” which was incredibly unprofessional and disrespectful. If that’s the attitude, maybe start by doing it right — like separating hot and cold items properly in your own store before lecturing others. Ironically, they hand me hot AND cold items mixed together and still expect it to go in the hot bag — which defeats the whole purpose of temperature preservation.

Honestly, it feels like the staff here think they’re smarter than everyone else while ignoring basic logic. It’s disappointing and unnecessary. I hope corporate takes notice, because this kind of treatment to delivery partners...