Tim Hortons — Restaurant in Kenora

Ordered an oatmeal without sugar (I just wanted the berries). When I didn't see my request for no sugar on the screen, I pointed it out to the cashier, who then acknowldeged my request and typed some more things on her screen. We paid, and I told the cashier that I still didn't see the 'no sugar' on the screen. Her manager heard me and yelled across to the guy preparing the oatmeal, instructing him to prepare it without sugar. He then relayed to all of us that my order was the last order of oatmeal and he'd already prepared with sugar. A little exasperated, I told them that I would take it anyway and skim off the sugar myself. The manager ignored me, and instructed the preparer to skim off the sugar. I insisted twice more that it was ok, that I would do the skimming. They both ignored my loud requests and continued to prepare my oatmeal, supposedly skimming the sugar off. When I later opened the container, the oats appeared uniformly darker than usual, and sure enough it was very sweet! I am an oatmeal-afficionado (I eat a whole lot of oatmeal!) and I'm now guessing that they must actually pre-stir the sugar into the oatmeal to make preparation faster for the drive-throughs maybe. Instead of telling me that the oatmeal was pre-sweetened though, they proceeded to pretend that they were skimming the sugar off. Imagine if I was someone with diabetes, or other dietary restrictions!! I've been to many, many Tim Horton's across the country and this was the first time I've been handed a pre-sweetened oatmeal. It was very disappointing not to get what I ordered! Because of this, I'm rating this Timmie's as 1 star and I'm sending this...

This the 2nd time I’ve reviewed this place because it clearly has not altered its practices over the last few years despite consistent customer feedback mentioning the same concerns.

The crew that works in the morning rushes through orders, often getting them incorrect or not even cooking properly. Example, if you order a wrap…it will still be cold when you get it because they singe it for a couple seconds before packaging it. But what gets me more than anything is the horrible customer service. The workers are often yelling at eachother over customers before evening engaging with you. They also yell through the intercom not allowing you to get your order out. When you pull up to the window, they literally some times throw the machine out at your to pay. If you’re note ready to pay yet, they start shaking it at you. If you have cash, they’ve literally rolled their eyes and then lecture you on how you should’ve been ready to pay. Sometimes they even yell on the intercom to have your payment ready.

If a manager/owner reads this…please do not tell me my review is concerning to you and for me to fill the survey out on the customer service page. I’ve done that, twice. Clearly you’ve chosen to not implement changes despite constant feedback...

No complaints about the woman on the till. Very nice. The stars are for her. No stars for anyone else.

Approx 9 a.m. on 5th/July/22

I ordered a grilled cheese with double bacon. The girl making sandwiches, etc., was very busy chatting and laughing with the other girls, or the girl at the takeout window. Loud and boisterous.

Another order after mine was filled first. Mine came as an afterthought, I'm guessing, since I was standing with my coffee for some time, with the woman at the till looking a little uncomfortable with me still waiting. Still all the loud chatting and laughing.

When I opened my sandwich, it was only grilled on one side, with the cheese, bacon, and top cheese missing 1/5th of one end of the bread altogether, and not melted on the end where the cheese, unappetizingly, was sticking out. Also big blob of the top cheese on this end too.

I was afraid to bring it back. I'm making my way back home to S. Ontario from Saskatchewan, and was worried that a complaint might make me a target of a worse sandwich. The girls seemed more interested in loudly chatting and laughing than doing their jobs properly.

Not good customer relations. Tim's should have a higher standard than that.

I felt bad for the woman...