Tim Hortons — Restaurant in Kitchener

Poor Customer Service Experience at this location!

Dear Tim Hortons Customer Service,

I am writing to express my dissatisfaction with the service I received during my recent visit to one of your locations. I was accompanied by my daughter and placed an order that left us both disappointed due to the poor customer service.

As the Tim Hortons staff appeared to be occupied, a lady named Harman, stationed at the gas station desk, asked me to come over to place my order. I ordered a medium double-double for myself and inquired about cold drink options for my daughter. Unfortunately, Harman did not provide much assistance. When I asked what cold drinks were available, she simply mentioned “Iced Capp.” I had to prompt her further to hear that lemonade was also an option.

Throughout this interaction, she seemed distracted—she was wearing AirPods and whispering intermittently, indicating she may have been on a phone call. Her body language and tone gave the impression that she wanted me to hurry so she could return to her conversation. This behavior was both unprofessional and frustrating.

Due to her lack of engagement, I was not able to make an informed choice for my daughter, who ended up not getting a drink at all. This experience did not meet the standards I expect from Tim Hortons.

I hope this feedback is taken seriously, as such customer service undermines the welcoming atmosphere your brand is known for. I trust that appropriate steps will be taken to ensure better service...

Went to this location at roughly 6:45 am on Sunday, January 14th, 2024. I ordered three items. A large double double. A donut A chocolate milk

The lady working the drive through made a coffee that was wrong, told me she had charged me for two coffees (when I only ordered one) Asked me what I wanted the second coffee to be and I told her Double Double like I had originally ordered. Like how frustrating that you can’t even do a customer service job right. Tim Hortons should at least hire people who are competent enough to take orders correctly and be able to input the proper amount into the interac machine… I was the only one in the drive through so not like she could even mix up my order with someone’s else’s. You literally have one job to do. Take someone’s order and make sure it’s correct. Like how hard is that?! Like how did you assume out of our interaction that I wanted two coffees? And why wouldn’t you tell me when I was at the ordering point that you didn’t have any chocolate...

This location is open all night long. But they do turn thir iced capp mqchine off which prevents the beverage from properly being dispensed and its all watery because of that. That is not the standard. I purchased a drink around 12:20 and was not able to get my drink because the machine was completely off and not working. If the machine is tucked on all the time as it should be as per the training that Tim Hortons puts out, this wouldn't be an issue. I'll even show the training videos to your crew myself because I do have...