Tim Hortons — Restaurant in Kitchener

DISAPPOINTING doesn’t even come close! We ordered and paid on the Tim Hortons app and unfortunately this place didn’t have the products, no big deal we cancelled our order as we didn’t want anything else…we were mistaken! The staff refused to refund on our card because he didn’t know how to, I asked for the Manager and the gentleman said she wasn’t there but he’d call her! We waited 10 mins and he came back and stated manager said you have to be refunded by the app! No worries we contacted the app…. Nope, the original store has to refund so this morning I called the manager…. Well first of all she didnt know about this issue As she WASNT called last night (1st lie) The manager states they don’t do refunds it’s the app….I state , no the store has to as I have already contacted the app and read her the email. She says she will contact owner and see how to proceed….3 and half hours later I call back (she never called me) lie #2 she said she’d call me immediately after speaking with the owners She states ‘she’s busy’ and the owners won’t do anything and I have to contact the app again I am a patient person but I’m at my limit… I stress to her that I am not angry at her I just want to be reimbursed my money back I read the email to her again stating it is the store that needs to refund my money She states …the store people do not know how to do this and therefore I do not get my money back! ( lie #3) I do know that this store refunds back as I had it done back In December The manager tell me she will contact the owners again and will call me back in 15 mins Well …that was 12:45 today and it is now 1:44pm and haven’t heard back! I called again and well the manager isn’t there now!

Please avoid this place….their service is terrible, the lies are increasing and the disrespect towards another human is sad! My husband spends an obscene amount of money at Tim Hortons for work but that stops now…. Apparently they don’t want the business and word of mouth will be my public service as no one should go thru...

Update January 29, 2023 I was at this location tonight and the restaurant was very unkempt inside, I wanted to sit down for a while and have a hot drink and three of the tables were so messy, the seats, everywhere. The place was not busy at all there was no reason why these tables could not have been cleaned off. No place should be having the inside of their restaurant looking so unkempt!

Update March 29, 2022 There are some employees at this location now that do not give good customer service, I came here about 7:30 p.m. today the place was not all that busy there were about 3 people working the counter not that many people in the drive-thru I waited about 10 minutes in line it was crazy and then finally the one woman who came to the counter she wasn't friendly at all didn't smile didn't say hi. These locations have to realize that there are other Tim Hortons out there the people can go to so customer service needs to be (and should be) their top priority and they need to be training staff properly if they value repeat customers!

The customer service at this location is usually always great however recently I've wanted a sour cream glazed donut on two different days and they haven't had it, the last time I wanted it I was in the store around 4:30 p.m. and being as they're open till 10:00 p.m. there should have been more in the back, the counter person checked in the back but there were none. I think a really good idea at this location would be that they need to keep on top of what the good sellers are and if they have an idea over time approximately when in the day they run out there should always be some in the back available to be put out front, it's getting to the point where I'm almost going to start going to a different location just because this is...

ever since they got that new line up thing it gets hecktick in there for the customers, they have 1 line for 2 tellers all the way on the right right infront of the entrance, there is no room for this. also tired of going in and hearing the older lady complain about everything, shes suppose to be friendly and cheery for customers, yet i always hear her complaining being negative. any cold drinks made by someone new will be horrible. other than that they are good. gives my little one extra timbits in his 20 pack and most workers are friendly happy :)

Edit this 6 months after my add on is this, I go here already 4 times a week, and I noticed the place is so disgusting inside, the tables are always dirty with other people's food, the garbage is always full, there are flies landing on food and I have not seen anyone that works there clean the lobby where all the customers sit,I've seen them do the garbage but skip the tables all together, they just renovated it and it's still dirty and gross.

I'm gonna talk to the manager and get him to hire me and train them how to clean, it's sad a guy with depression and lack of motivation gonna have to show them how to be clean. Maybe I'll call the health and safety place next time I'm there.

One of the most dirtiest Tim Hortons in KW thos under me saying its clean are paid to give...