Tim Hortons — Restaurant in Kelowna

I work in the Orchard Mall and regularly pick up from this Tim Hortons before starting my shift or in break time but today’s experience was so disappointing .. I visited Tim Hortons at Orchard Mall today around 7:30 AM.(16 june2025) There was only one customer ahead of me, but it seemed like staff were busy with other orders. I greeted them politely with a “Hi,” but got no response from either of the two employees — one at the sandwich station (with an ear piercing) and another near the drinks. When I asked, “Will somebody respond to me?” one of them finally said, “It’s getting ready.” I waited patiently.

When my order was ready, I was handed two large bags. I walked out alone, assuming everything was included. After delivering the order, the customer called saying I had left the drink. This was surprising because there was no drink placed near the bags when I picked them up. It felt like I was being blamed unfairly for something I wasn’t even given.

I returned to ask why they didn’t inform me earlier when I asked if everything was there. They had no answer — just cold, unkind behavior. I work in customer service and I know mistakes can happen. But basic courtesy, communication, and shared responsibility matter. They could have simply said, “Hey, you forgot your drink,” instead of letting me leave and then placing the blame.

This experience felt disrespectful and, frankly, discriminatory. I left feeling extremely...

We love this location and have been going there since it opened (8 or 9 years ago, I think?). The staff is terrific and friendly, it’s clean, and the location is convenient and has a nice atmosphere.

The recent renovations visually look nice, but the seating was better before. It seems to me there’s less seating overall because now there are booths instead of small tables. There are only two small tables at the back by the washrooms, so where do single or couple customers sit without taking up a whole booth. Then there are the hilariously high long tables with tall stools, which I think aren’t good for small people, or the majority of seniors who visit daily. I read that the overall franchise renovations are designed to promote community and socialization, but not everyone wants to sit and talk with strangers. Maybe those long tables should be replaced with the smaller normal height tables.

EDIT: A week later, they put back the normal small tables in place of the high group tables and stools! A+ to the owners for seeing that the new style wasn’t right for this location and their core customers, and making the change. An 82 year old woman told me she was going to go to a different location, and now she doesn’t have...

I won't be surprised if this restaurant starts getting more negative reviews! It used to be the spot pre work at the mall for so many, one of the last ones standing that made the food right with care...especially being that they just reheat things....can't really call them cooks. I have been disappointed too many times here now, there equipment is always broken, noone smiles like they used too! I remember when I was a teenager and worked at Timmies it was a must that you smiled at each customer as it was usually the first face they saw in the morning. They over cook hashbrowns to much here, the new manager is going to bring this place down in rep, too much shows poor management here...bring back the old Timmies crew! I miss good food with good coffee and a smile to set the day off right, I find myself having to cheer the staff up more than I should have too, tho I don't mind just need a good hashbrown! Is that too much to ask, the money was good wasn't it? Cheers everyone there is a Tim Hortons every block avoid this one till they get it back together. My cup lasted 40 mins on the hashbrown it was so hard, while the manager rudley declined a new one she said it was the...