Tim Hortons — Restaurant in Kitchener

Pulled up to the left side window in the drive thru, no one greeted us for 2 minutes. Someone pulled up to the right side window and they were greeted instantly. It took saying "I was here waiting first?" Before anyone even took our order. The man who took our order was not listening and kept messing everything up. It was only 3 basic drinks. Once we got everything finally sorted out and drove up it took 15 minutes to get through the line despite only 4 cars being there. When we got to the window the woman working the window was extremely rude. She did not greet us. She mumbled "medium latte" but we've been to this Tim's multiple times where they have been too focused on taking more orders rather than taking care of the person in front of them so we thought nothing of it. Scanned our rewards card where we were supposed to have a buy one get one free offer for 2 hot drinks. The woman told us the total and we paid. She then handed us one drink and said "Have a good one" and when we said "This is not my order, there is supposed to be 3 drinks" she proceeded to cop an even worse attitude and said "I said mediun latte" ok and? Your communication was garbage? Anyways she fixed the order and told us we'd have to pay for 2 more drinks despite the latte being more expensive than what we should've owed anyways with the offer. We declined and she said "I'll just charge you for 1 more then" and refused to give us our stuff until another drink was paid for. Already annoyed we agreed and got our stuff and left. So we waited far too long, were not served in sequential order, were given uncalled for attitude after being given the wrong items, and ultimately were over charged for subpar quality drinks. This Tim Hortons gets worse by the day. This is not the first terrible experience we've had here but it will be the last. Teach your staff some manners, this is disgusting customer service and if they don't want to work there they shouldn't - plenty of other great folks...

If there was an option for ZERO STARS I would choose that. This is my neighbourhood Tim’s unfortunately and like most Tim Hortons in the Kitchener/Waterloo area, it’s just bad. The restaurant is always disgusting, I went in on May 15/2024 around 7pm with my daughter because she was hungry after a class at the community centre across the street, she wanted a muffin, I begged her to let me get one from Zehrs because I knew I didn’t want to go into Tim Hortons but she is 5 and she insisted… ugh. Every single table had a sticky substance on it, crumbs, napkins, straw sleeves etc. The benches for sitting were all filthy as well, the garbages were overflowing and trash was all over the floor, everywhere you looked there was garbage. Now the employees; they’re always rude. I went again tonight, May 22nd around 7pm after the community centre, we waited at the front for 6 mins and there was a girl (didn’t look for a name) trying her hardest to avoid eye contact with me while she mindlessly filled syrups, napkins, creamers and wiped down the bagel station. When she finally made eye contact with me I must have made it known that my patience was wearing so she comes over and I asked why they make customers wait so long while she did anything else but help us, and instead of being met with an apology I was just met with excuses and just rudeness.

I used to work for Tim Hortons when I was a teenager in 2007, back when customer service actually mattered. It’s sad to see this Canadian staple the way it is now. I’ve never been to a Tim Hortons in the past 10 years and had a positive experience, they’re all trash but this one is by far one of the worst.

10000/10 DO...

Ordered a Take 12 Dark Roast at the drive-thru, because nothing says “I’ve got my life together” like buying 12 cups of coffee for myself and pretending it’s for a group. I paid, expecting to be handed a jug of pure motivation, but was told, “Actually, we need to brew a fresh batch. Can you wait in the parking lot for five minutes?” Five minutes in coffee time is basically five years in dog years, but I agreed, because caffeine is my emotional support beverage.

After a while (read: long enough to question my life choices and memorize every crack in the parking lot), I ventured inside, hoping my coffee would be ready and not require a birth certificate. The staff handed me my order after a mere 30 minutes—just enough time to write a short novel about patience—with a heartfelt “Sorry!” and the helpful suggestion that next time, I should probably call ahead. Because who doesn’t love scheduling their spontaneous caffeine cravings like a dental appointment?

I finally made it home, ready to drown my sorrows in dark roast, only to discover they’d forgotten the lids. Apparently, they believe in living dangerously—coffee roulette, anyone? To top it off, the “dark roast” tasted like it had been filtered through a rain cloud. I asked for bold and got “barely there.” Even my houseplants looked disappointed.

In summary: If you like your coffee like your Wi-Fi—slow, unreliable, and missing crucial parts—this is the drive-thru for you. Next time, I’ll just drink hot water and imagine the flavor. At least then I won’t need to wait half an hour for the...