Tim Hortons — Restaurant in Maple Ridge

Dear Tim Hortons Customer Service,

I am writing to formally file a complaint regarding a deeply concerning experience I had at your 20201 Lougheed Highway, Maple Ridge, BC location on [insert date of visit].

As a regular customer, I typically go through the drive-thru with my family and order my usual items. On this visit, I ordered tea and two wraps. Unfortunately, this is not the first time I’ve encountered poor food preparation and customer service at this location, but what happened during this visit was especially unacceptable.

One of the wraps I received was burnt and improperly wrapped. I politely asked the team member at the window to have it remade. I was shocked to witness the following: • The team member tossed the burnt wrap into the garbage. • The person preparing the wraps, who was not wearing gloves, told her to take it out of the garbage and bring it back to her so she could rewrap it. • I heard and saw everything from my car and immediately confronted the staff. • The person preparing the food identified herself as Fiona, claiming to be the store manager. She had no gloves, no name tag, and no hair net, and was handling both food and customer payments directly.

This conduct is absolutely appalling and violates basic food safety and hygiene standards. It is not only unsanitary but also dangerous to public health. I requested a full refund, which I expect to be processed immediately.

Order Name: 210863902 Receipt Number: 485786302

I hope you treat this issue with the seriousness it deserves. This experience has shaken my trust in your brand. I request that this matter be investigated thoroughly, and I would appreciate follow-up regarding any corrective...

Tim Hortons has become a part of our daily routine. Their coffee, known for its rich and comforting flavor, has become a morning ritual for my wife and me. The 'Timbits' (donut holes) are a hit with our kids, and we often grab a box as a special treat.

What we appreciate most about Tim Hortons is its affordability and convenience. The prices are reasonable, making it accessible for families like ours, and their wide range of menu options ensures there's something for everyone. We also find that Tim Hortons locations are conveniently scattered throughout Surrey, which makes it easy to find a nearby spot during our daily commute on public transit.

The staff at Tim Hortons have consistently been friendly and welcoming, which is especially important for newcomers like us. It's not just a place to grab a coffee; it's a place that makes us feel like part of the community.

In summary, Tim Hortons has become a go-to for our family. It's a reliable spot for a quick meal or a comforting coffee, and it has played a small but significant role in helping us adjust to our new...

I wish I could do half a star. I come here every day because I work super super early. Usually the service is mediocre. Today however , the two employees were straight out ignoring me and several others. We do the drive thru around 3 am. The two employee cars were there. I know someone was there and a guy in the lot had been helped 15 minutes prior. They ignored me at the drive thru ordering and at the window. I hollered and even honked my horn to see. I was worried maybe something happened….. till I drove around and I could see one of the employees hiding crouched in the wendys area .

I waited 15 minutes for help here - nobody even came to say “oh one minute please or anything.

Straight up just ignored me completely.

Again, I go here daily for a coffee at the same time and this has never happened before.

Absolutely terrible customer service. I am very understanding of working late and being alone or super busy but when you’re just hiding and ignoring people because you don’t want to do anything ,...