Tim Hortons — Restaurant in Markham

I’ve been coming to this Tim Hortons almost every day for over a month now, as my husband has been in the hospital. Being here for so long, you start to notice things—good and bad—and I felt it was time I finally left a review.

First, I want to talk about the young lady who seems to be either a manager or supervisor. She’s tall and always moving around, helping in every corner of the store—taking orders, running food, checking on the staff, even wiping tables when no one else is looking. She carries herself with a quiet grace and patience that truly touched my heart.

One day, when I was feeling overwhelmed and tired, she smiled gently at me and took the time to explain my order clearly when I was a bit confused. She didn’t rush me, and I could feel genuine kindness from her—something you don’t always get in busy places like this. I never got the chance to thank her properly, but if she’s reading this: thank you for your warmth, especially during a hard time in my life.

However, not everything is perfect in this store. On more than one occasion, I’ve noticed some staff members being outright disrespectful to this kind young woman. One time, I was standing nearby when I heard a staff member raise their voice at her in a very unpleasant way. I could see she was trying hard not to break down. She just quietly said, “I don’t want to talk about it right now,” and walked away to help another customer like nothing happened. I honestly don’t know how she does it—with a smile still on her face. That’s real strength and professionalism.

It breaks my heart a little to see someone who is doing their very best, under so much pressure, not always get the respect they deserve—from both coworkers and customers. It’s sad to say, but some guests are not always polite either. Yet, this young lady treats everyone the same—with kindness and patience.

I’ve been around long enough to know when someone’s heart is in the right place, and hers surely is. Tim Hortons, if you’re reading this, please recognize the gem you have in her. She is the reason I’ve kept coming back here during one of the hardest times of my life. And while there are things that can be improved—mainly staff attitude and teamwork—I truly hope she gets the support she deserves.

Thank you again, dear. I don’t know your name, but I’ll remember your kindness for...

So this update is a week after my first visit (as reviewed below) ... I figure I’ll give them another chance and figure there is probably a staffing change and maybe the current workers will be different. I’m not sure how they train this particular location but on this new visit the gentleman who took our order gave us the donuts and decided to go on break without first giving us our drinks. We stood there for a few minutes wondering how long it takes to make two drinks before asking another staff member. We quickly realized the person who took our order left on break. I was hoping to raise the rating of this particular location but I’m seriously disappointed and will leave my one star rating.

Below is my initial review from one week earlier... Let me begin by saying I’m a regular customer to Tim’s, almost a daily customer and most Tim’s I’ve experienced are pretty Consistent and reliable at delivering a certain acceptable standard. However on this day it was a different experience. We were stuck in the hospital and picked up breakfast and dinner here. In both cases they forgot a main ingredient in the sandwich we ordered. In the breakfast sandwich they forgot the bacon in the Bagel BELT and in the dinner sandwich they forgot the ham in the ham and cheese. Like how can this happen? After the first sandwich I gave them the benefit as a one off incident and since they were busy cleaning up for the day I didn’t bother bringing it up to the staff. However when it happened again a second time I felt like I had to post this review. The issue with the second error is that I picked up the sandwich as they were closing and have no ability to go back after walking to the opposite side of the hospital. One other thing I don’t agree with and was disappointed with is the fact that they closed the doors 10 minutes before 9pm (the closing time) I guess the staff was in a hurry to get home. Since they pretty much are the only source of food in the hospital other than the vending machines we don’t have much of a choice. Truly a disappointing experience and I think the Tim Hortons name should have a higher standard with...

I always have a good experience here in terms of customer service.

The coffee is usually a hit or miss. Usually it tastes burnt and like it’s been sitting around for too long. Occasionally the coffee will be great.

Today during my lunch break I went to order a soup which comes with a telera bun. The line was very long as usual but no big deal. When I finally got my order as I was walking out of Tim Hortons I realized my telera bun was ice cold.

I went back to one of the ladies and asked her if she could warm up my bun because it was really cold. And so she told the man who made my order.

All I could tell him was my bun is cold before he cut me off and started giving me a lecture about how next time I should tell them to warm up my bun and that he had given me butter to put on my bun myself, he continued lecturing me and wouldn’t let me speak. I felt really uncomfortable being lectured in front of other customers when all I wanted was for my bun to be slightly warmed up. I was trying to explain to him that if the bun was at least room temperature I would have ate it but it was just ice cold and I wouldn’t want to eat an ice cold bun with my hot soup. But before I could even finish my sentence he walked away to go toast my bun. After he gave me my now toasted bun he took out the two butters he had put into my bag earlier before even asking me if I needed an extra butter. At this point I just took my food and left.

Customer service is about providing a positive experience and listening to what the customer needs before giving your own...