Tim Hortons — Restaurant in Kelowna

Was gonna call just now to ask if you guys have espresso but your phone was turned off. I live right across the street from this Tim Hortons and I’ve gone to the Harvey location for the past 4-6 months now. Everytime I come to your location you are out of espresso.

Your employees are usually rude at this location. I tried to order timbits assorted twice now and the Philipino gay dude (I’m gay as well) gave me all white timbits, gave me mean girl energy at the window. It kind of sounded like he was having a stroke or something but I think it was his attempt at letting me know he wasn’t interested in me (even though I’m here for donuts) he was like scoffing at me and rolling his eyes giving me the “I don’t have time for you” vibes.

I just wanted to point that experience out cause it’s one that sticks out to me and continues to be an issue at the window everytime I see his face.

Iced Capps are never topped up, the grill has been turned off on me while I should have still been able to order a wrap for dinner.

No napkins with food items.

A lady once took me and my mom’s order wrong there and then a showed attitude with us that we wanted the correct order. I get the same thing just about every time and have for years.

Customer service 2/5, meaning 2 out of 5 employees there are actually equipped to take orders and have the professional manner to do so.

Always out of item 1/5, I have to drive across town to get what I want from timmies

Food and beverage quality 1/5, when you do have what I want it’s not fresh, not topped up. I have received Luke warm coffee at 10am before from you guys as well.

The owner wants a real answer of what to fix to make this location better and more profitable?...

We had a really awesome morning and my brother wants to use his giftcard he got as a gift to treat us some coffee. He is visiting from the Philippines and excited to try Tim's here in Canada, I am also thrilled to try since most of the time I order from the other brand. We skipped the long line in the drive-thru and went upfront. We asked the lady how it works and if it is reloadable, coz the app. won't work. She said yeah it is with a bad mood, and instantly dismissed us with our question how use it in the app. but we didn't mind maybe she's tired or something. Then we ordered told her clearly in Tagalog, we want to use the $10 GC then charge the rest on my credit card. However, I dn't where the disconnect is she ends up charging us up and topping-up the card again, instead of using it. I noticed the charge on my bank's app notification (coz she did not give me the receipt, I went back to the till to get it myself) and I asked her nicely bec. (she's also a filipino and I spoke our language). Instead of apologizing for the mistake she did; She walked out and told us "U SAID TO TOP-UP!" and went straight to the till. We are surprised by how rude she was to us thinking that we ordered using(speaking) our language, and tried to be friendly to her. We just ended up letting it slip coz she started pouting and keeps insisting that we told her to top-up the card. It was a very unsavory experience to start our day :( VERY DISAPPOINTED BY HOW WE ARE TREATED (maybe I am more used to the friendly vibe of the SB) maybe we'll skip this branch (eventhough it is the closest to our place) and try again somewhere else. NOT A GOOD FIRST TIME...

Why on earth were the rewards levels raised so astronomically high without warning? You guys don't honor points per dollar spent, rather you do it per visit. This was silly to begin with, but okay. 14 visits, got a free ice cap. But now you guys make it 80??? 80 visits to get one free ice cap?! That's ridiculous. For someone like me who on average spends $14 per trip for 2 ice caps and 2 food items, That's expecting me to spend $1,120 PER free ice cap??? Are you kidding me? The points redemption is NOT fair for people who spend more than a simple coffee per visit. Especially since you have to wait 30 plus minutes between scanning your card. Meaning, if I want more food or coffee before I leave the Tim Hortons I won't even get my 10 points for the extra money spent. So my feedback to you is, do what Starbucks does and honor 2 points per dollar spent. Then it will be based on how much money one spends, not how many visits one attends. You guys are slowly catching up to Starbucks prices anyways, and to be honest the quality does not compare to Starbucks either. So with this new point redemption hike from 140 points to 800 points for one free ice cap, I'll take my money to Starbucks where they have better quality, better points programs, and regularly run promos for bonus star challenges too. Much better than your guys' discounted meal options for people like me who don't eat meat so I never buy your sandwiches anyways (the grilled cheese is bad!). Come on...