Tim Hortons — Restaurant in Lincoln

I’ve been here 3 times and each I’ve left frustrated and disappointed. (in-depth review alert)

The first we went through the drive thru and my boyfriend asked for a bagel with cream cheese and ham and the lady straight up said no without an explanation. The lady was struggling to hear us so we repeated ourselves a lot just to make sure the order was correct when then another lady got on the speaker and responded rudely, “okay we got that already, next!”. My boyfriend then got his sandwich only to find a long strand of hair in it.

The next was when I walked in to get a drink. There was one lady who was working drive thru and she saw I was there but proceeded to ignore me. She didn’t call someone from the back, didnt say hello nor did she tell me ”someone would be with me shortly”. Her drive thru was not busy and as I was waiting at the cash register awkwardly for someone to serve me she began checking her phone in front of me! I was appalled by the lack of care she had for customers that weren’t directly hers. The lady who came from the back to serve me was actually very nice however.

Lastly, my boyfriend and I went to a drive thru recently when it was empty. We ordered a bagel belt made with sausage and a beyond meat English muffin sandwich. When we received our order it was completely wrong. The bagel belt was made with bacon even though it was typed correctly on the drive thru screen and even when the drive thru order taker was the one to suggest the sausage. I did not even receive the beyond meat but I received a farmers wrap which was made with real meat. This made me very upset as I don’t even eat meat let alone didn’t want a farmers wrap.

Both drive thru experiences were corrected by the Tim Hortons in Grimsby off the highway which I HIGHLY recommend visiting instead - it will save you the time and frustration. I suggest walking into the location however I would walk out if you don’t see more than 2...

Typically we love this location and choose it over the other 2 locations in beamsville, and I’m not one to write reviews…but today we had a horrible customer service experience. After ordering a medium Caramel Iced Capp they told us at the window they couldn’t do that because they had no toppings but they could do a regular, I’m easy going and said that was fine. I was given this just over half full Iced Capp which I paid full price for and when we asked where the rest of it was we were told it was our problem and they couldn’t do anything about it, not by 1 but by 3 separate people! After already having a frustrating day and wanting to enjoy a beverage, this just added another stressful situation to the list and i will not be returning to this location for awhile. Horrible customer service as they would just walk away and send someone else over, we talked with 3 different people and they all were unpleasantly avoiding the situation even though we were being pleasant and understanding while just simply asking why our drinks were not full. Maybe I’m missing something but typically when you pay full price for things it comes full, and if it doesn’t the staff will usually compensate you for your dollars spent. I understand from past experience working in fast food that accidents happen, things run out, or items are forgotten, but it’s the staffs job to fix the situation to ensure the business’s reputation. Apologies for writing but the owner needs to be aware of...

Never again! I have given this place many many chances and the benefit of the doubt (will not go in to details of previous visits) however todays terrible experience was the straw that broke the camels back.

Ordered two coffees, a bagel and a Tim’s select sandwich. Got to the window and the girl passed us a coffee with a lid that was not secured properly. My husband took from the girl and upon passing to me, the lid popped off and coffee went everywhere in our vehicle as well as all over my sleeve of my fleece jacket. The part that is infuriating the most, is the fact that the girl witnessed the whole thing, never said sorry or even offered napkins for us to clean up. We had to ask for them. We then pull away and I opened the bag of food which did not have the Tims select we ordered, it had another kind of sandwich.

We now need to spend $50 plus to get the car detailed due to the fact the coffee is in all the cracks of the centre console. Needless to say we will not be visiting this location ever again. If the employee had offered napkins and an apology, that probably would have lessened my anger, but as I mentioned this is not the first bad customer experience...