Tim Hortons — Restaurant in Kitchener

$4 vs. Unsatisfied and Loss of a Regular Customer

I am a regular customer of this branch as I live 3mins away by car. I always order here whenever I buy groceries in Food Basics and especially every Sunday before going to church.

Last Sunday, June 22, 2025, I ordered a large iced cap online as it was really hot, which I usually do so that once I got there, my order is ready and no need to fall in line. When I parked my car and went inside the store to pick up my drink, I waited a bit and asked the cashier for my order. She is a white girl, maybe Ukranian or a Polish, not sure. But she is older than the other white girl as I always see them.

I told my name but she said that it was not in the online list. She checked in the online computer again and asked for my phone to see the order. I ran to my car and get my phone and came back inside the store. The cashier looked and saw that I ordered in a different store - King St. North Waterloo branch

I apologized and asked if it is possible to consider if I can still get a drink as I couldn’t go to the other branch as I am on my way to church. The cashier said no. I asked the cashier if she could ask her manager (Indian girl named Arshdeep) for consideration as I thought that the manager will understand.

The cashier came back with the same answer and gave a reason that “we can’t give you your order because you ordered to a different location and you can pick it up to that location. It’s our protocol and it is a different franchise”.

I was so disappointed and ordered again for another iced cap as I couldn’t pick it up in the other store.

I used to be a manager as well in an F&B service industry and $4 is nothing compared to a request from a regular and apologetic customer. This just really shows that they’d rather get $4 instead of advising the customer that they would consider that time only and lose a regular customer.

To the franchise owner, I know that due to inflation, a dollar is very important and I understand that. If your staf were empathically explained it to me, I would understand more. But how arrogantly she said it to me made it more disappointing as a customer. I suggest ti check your staff’s customer service abilities and train them...

This location was maybe my favourite location until maybe 1 year ago. They are very slow, and the staff (there is this young guy especially) was very rude. One incident was, I had to pick up my kids from home to go somewhere, and though this Tim's is on my way home, knowing they are slow (from previous bad experiences), before the turn into the plaza, I made the order on the app instead, so I went home, collected everyone, and then drove back to this Tim's. When I walked in to pick up my order that was submitted at least 20 min ago. this happened:

When I said I'm here to pick up my 5 roast beef craveables, the young dude said. "About your craveables, we actually ran out of ciabatta buns, so I'm going to just use half of the sandwich bun for your craveables, is that okay"

I said "what, are you saying you haven't started my order yet?"

"no, it's a large order, you know?!" "we can start making your oder now."

He didn't apologize for the delay. He blamed me for the "large" order. He didn't even propose to give me a something for free on the side to make up for the fact that half of a sandwich bun is SMALLER than a ciabatta bun. When I said "but the half sandwich bun is smaller", hoping to prompt him to offer a solution, he simply said "so are you okay we use it?"

Due to the time crunch I had to just say yeah, go ahead and make my order. I didn't have time to argue with them...

Eventually, the young girl who made the food did give me one extra mini-craveable. Thanks.. Judging by how the restaurant is run, I hope she won't get...

I have visited this location multiple times now and have been highly disappointed each time. The care from the workers is dismal. I have gone in to find the entire space is being used as a children's playground with families allowing their kids to run on furniture and tables. Both unsanitary and unsafe. The staff said nothing as I recommended a park that may be better for such occasion. Not did any of the tables or chairs get wiped after children had been running all over them. This most recent visit, my husband went to purchase myself an iced cap. At 5 months pregnant I am still extremely sick and he also asked for a paper bag for myself to get sick in, instead of throwing up in the parking lot again. They not only refused, but asked him to purchase the bag. I understand the economy is rough and costs are high, but the Canadian hero Tim Horton himself would be rolling over in his grave right now. No more puppy timbits either. This franchise is no longer Canadian strong. Nothing but issues each time I give this location another try, and I will avoid returning for this reason. The staff there show no responsibility or empathy for others and...