Tim Hortons — Restaurant in Mississauga

Subject: Disappointing and Disrespectful Experience at Tim Hortons Drive-Through

Today, 26th June, 2025 at around 11.45 am as part of my usual morning routine, I visited Tim Hortons for breakfast. I arrived at the drive-through, as I have many times before, to order my regular custom bagel: tomato, lettuce, onion, and herb garlic cream cheese. This is a combination I consistently order, and it has never been a problem in the past—I’m always happy to pay extra for the additional items.

However, today’s experience was extremely disappointing and upsetting. The customer service representative (maybe the manager) was shockingly rude from the very beginning. Instead of listening to my request, she began punching in an overpriced sandwich that I did not ask for. I politely tried to explain that I didn’t want the sandwich and simply wanted the custom bagel I always order. Despite my respectful tone, she refused to accommodate my request and insisted I come up to the window.

Once I reached the window, her behavior only escalated. She continued to speak rudely, gave me the impression that she did not want to serve me at all, and outright refused to fulfill my order the way I requested it. I calmly asked her again to please prepare the bagel with the ingredients I mentioned, and to charge me accordingly, as has been done at every other location without issue. Instead, she shut the service window on me and, while I was driving away, stated dismissively that the “menu had changed” and it was from “the authorities” that they could no longer provide such customizations.

To confirm if this was truly a policy change, I immediately went to another Tim Hortons location nearby and placed the exact same order—and I received it without any issue, just as I always have. This confirmed that the excuse given was not valid, and that the employee at the previous location simply chose not to serve me properly.

I left that first location feeling frustrated, disrespected, and disappointed. As a loyal customer who visits Tim Hortons regularly, I expect to be treated with basic courtesy and respect. I understand policies and menus may change, but there was no reasonable explanation for the rudeness and refusal to accommodate a simple request—especially one that is regularly fulfilled at other Tim Hortons locations.

I hope this matter is taken seriously. No customer should be made to feel unwelcome or disrespected for simply requesting a standard, customized order—especially when they are polite, willing to pay, and simply asking for...

Absolute disgrace.... I have been using the drive through @ this location (910 Lakeshore Road E) for many years. I have always found the staff polite and respectful to the least honest and courteous. We all understand its fast pace employee turnaround environment. Like I said, never had a real issue or situation before, but recently the staff they hire are complete nightmare and their attitude has no bound to modesty even when they make a mistake in their end.

Today, was enough is enough, I was in the drive through and ordered my coffee usual. As, I was informed on my last coffee drive through that my next coffee would be free. I asked Bruce (cashier) if it a free coffee and the Bruce informed me that he didn't know(more of an attitude 'he didn't care'), I asked him to look at the register as it will be indicated out there. He basted out saying that he didn't know and the systems had a mind of their own. I was confused as a simple request and he blasted out with attitude. Later, I asked Bruce to get his manager, again with no reason he through attitude at me saying he was the Manager...uhhh. If Tim Hortons is filtering their store managers with disregard to image or brand image approach then Justin Bieber shouldn't be an ambassador for such a company which...

I am writing to share some observations and concerns regarding the customer service at one of your locations, which has been a part of my daily routine for quite some time.

I visit Tim Hortons every morning and have always appreciated the welcoming atmosphere and friendly service that the franchise is known for. However, I have recently noticed a decline in the level of courtesy extended to customers. Specifically, I have observed that some employees from India do not offer a simple greeting such as "good morning," which I find particularly disheartening given that hospitality is at the core of your business.

As a valued Canadian brand, Tim Hortons has long upheld certain values and standards of service that create a positive experience for its customers that has been lost. Its saddens me to see that these courtesies are not consistently maintained, especially by newer members of the team from India! I believe that greeting customers warmly should be a fundamental part of the customer service experience.

I am bringing this to the attention of all owners, in the hope that it may be addressed, ensuring that the welcoming environment Tim Hortons is known for is preserved and that all employees are encouraged to uphold these important values.

Keeping my...