Tim Hortons — Restaurant in Mississauga

On July 18th, I placed my order with Sharmili. She was very polite and friendly. When she tried to scan my points, it didn't work. Her co-worker Parwinder came over and reset the scanner. She was extremely rude with the tone she used and dirty looks she gave me. She told me that it won't work. I told her that I need to scan and accrue my points and I cant lose out. Furthermore, my order was over $25! Parwinder told me with a huge attitude that it will work for the customer behind me but not for me. I was shocked and confused and asked her what sense does that make?!? Why cant she just cancel my order, take it over and scan again and what's the big attitude about. Sharmili asked Parwinder why is she making a big deal about it and giving me a hard time. Sharmili apologized to me. At this point, not only was I livid but embarrassed. I told the guy behind me to go. After he placed his order, I placed my order again with Sharmili and my points scanned successfully. Throughout this experience, Sharmili continued to display outstanding customer service by smiling and apologizing for her co-workers rude behavior. After I placed my order, Parwinder was talking in Hindi to her co-workers complaining about me. I told her that she has some nerve to keep this going and I announced to everyone that I don't want her handling my food. I asked Parwinder for her name and she refused to provide it. I told her that it's my right as a customer to get her name. One of her co-workers told me her name and I noted it down and Shamili's as well. After I got my order, Parwinder came over to me by the counter and told me that all she was trying to do was tell me that it won't work. I told her that's not true and because I got her name and will file a complaint, she is trying to be nice and justify herself! I told her that she needs to learn some manners and not treat customers this way. She yelled at me and said "no you need to learn manners." I told her how dare you treat customers like this! I thanked Sharmili for making my day and told her that she deserves to be the Manager there. I walked out and I was extremely upset and displeased with this total disrespect. I called and spoke to Jasmine the Manager. She said both co-workers informed her about the incident. She told me that when the scanner goes down and reboots, the system will only work when they take a customer that doesn't collect points and then it will function to scan points for the other customers. She said that she doesn't understand why it works that way. She also said that Sharmili wasn't aware of this. I told her that the same way she broke it down and explained the details in a polite way, Parwinder could've done the same instead of being down right nasty/rude for no reason! This manager didn't apologize for the disrespect I endured with Parminder. She just thanked me for reaching out! I told her that she can watch the video footage from that day and time and she'll see exactly what I am talking about. I reported this incident on the app, via this review and on the phone. It's one of the worse customer service experience I've had. I was starting my day off wanting breakfast and coffee with polite behavior and in turn got bashed by an employee for no reason. Furthermore, the Manager Jasmine tried to justify this unacceptable behavior. This is unbelievable. We live in a civilized society but some people like Parwinder and this Manager Jasmine have not progressed. You failed to display simple etiquette and customer service skills. Shame on you for misrepresenting what Tim Horton's stands for. To Sharmili, I truly appreciate you standing up for what's right even though it meant going against your co-worker. You will succeed in life for your honesty and integrity. Thank you for...

Just had the worst restaurant experience ever here! I go at 11:00pm and ask if they have any salads. I haven't tried them yet and after a couple times of me asking me for a salad she asks me to pull up to the window. She says "soup?" I reply, "No, do you have any salads." She replies, "Yes, what kind?" I ask, "Garden, please. Do you have any balsamic dressing?" She says, "Yes." About a minute goes by and I pay with debit. The total for my order was $6.21 (salad and coffee). She gives me Caesar dressing. I ask "do you have a g balsamic?" She says "this is all I've got." I tell her I can't eat that dressing due to my diet. She comes back with another type (Greek feta) I believe. Due to my diet I cannot eat this and ask, "Do you have balsamic?" She replies, "This is all I have." At this point I say, "I'd hate to do this but I'm going to have to return this." (I'm fine up until this point with the service) she replies, "Okay." I go to give her the salad and she's surprised and asks "You want to return the salad?" "yes I want my money back, I can't eat this as these dressings make eating a salad pointless." At this time she says, "Oh my god!" She proceeds to give me $4 in cash. I reply, "It's $4 including tax?" She says, "Yes! Oh my god, just go!" I know $3.99 plus tax when I order a coffee as well is going to be more than $4 for the salad. At this time I left the store and wanted to take this up formally with management. I was totally shocked and dumbfounded by the ignorance and lack of customer service skills by this woman employed. I can't believe that Tim Hortons has employed her. I would like someone from Tim Hortons to get in touch with me regarding this. I have never placed a negative review on any restaurant and am totally shocked by how I was mistreated by one of your staff. I'm not worried about the 20 cents or whatever extra my actual change should have been I'm just in awe at...

Tim Hortons is an interesting place because the quality of service truly depends on the person serving you.

I’ve had experiences where I received a full cup of coffee when ordered without ice, but I’ve also had instances where the cup was only partially filled, with the explanation that the remaining space was meant for ice—even though I had explicitly requested none. These inconsistencies create a bittersweet experience as a customer.

That being said, the staff is generally very friendly and professional. One employee, in particular—the gentleman with a cross tattoo on his hand—stands out as my favorite. He is soft-spoken, kind, and efficient, consistently ensuring that orders are handled properly and on time. Most other employees share a similar level of professionalism, except for one individual (whose name I don’t recall) who insisted that my coffee should be partially filled because “the rest is supposed to be for ice.”

That interaction left me feeling as though she was actively discouraging my experience with Tim Hortons. If similar incidents continue, it could negatively impact customer retention, as service matters just as much as the product itself. I believe additional staff training—particularly in customer communication and handling special requests—would be beneficial in maintaining the high standard of service that Tim Hortons is known for.

Overall, my experiences at this location have been mostly positive, thanks to the dedicated and friendly team, but consistency in service and customer interaction training could further enhance...