Tim Hortons — Restaurant in Montreal

UPDATED: 29/5/2024 Finally... Got a response from the regional franchise, including a compensation which I asked for; better later than never. Changed the rating to 3 starts, and will be following that they are back on track, as far as customer service is concerned.

UPDATE: 2/5/2024 Per the owner response below to contact customer service, I did; the only answer received is an automatic answer. Maybe it's about time for Tim Horton Head Office at Medicine Hat AB to take some action?! WORST Tim Hortons service I've experienced EVER. I wish that I could give it less than a single star. Came with an activated offer (muffin + BLT). The agent said NO, because "there are 5 days left" - believe it or not. She refused to identify herself. There was no manager to complain to, about the attitude. They had hard time to process the offer. I spend 40 minutes!!! in the store to redeem the offer. When later coming again after a few weeks to the store and complained the local manager explained that the team is not trained to handle offers - believe it or not! Later on - over the phone The manager/owner, Amin, yield at me that "I complain too much". As of now I have got no compensation, apology - nothing. This should be a subject for the Tim's Horton head office to look into, as complaining via the website git back to the restaurant, who could not care less, as explained already. This franchise can't treat people like that, and I'm still awaiting my compensation for my time, and their unaccepted attitude. This is definitely the WORST Tim Hortons I've ever experienced!

I've approached Tim Horton's through contact us at least 5 times! Every time they get back to the store, which does nothing, other than telling me that I complain too much. The business response below is just to cover their... neck. Well,...

I’ve been to this Tim Hortons quite a few times, since I live in the neighborhood. If you go early in the day (morning), the quality of service is pretty decent. But I swear they don’t make their pastries fresh daily because even around lunch time the donuts can be incredibly dry and stale. And the later you go, the worse it gets. I went just last night around 5pm and got two black coffees for me and my husband after a VERY long day (we both work in health care), and it was SO weak, and tasted burnt. We immediately knew the coffee was likely several hours old. Such a buzz kill when we were both craving a nice, fresh coffee after our shifts. Further to that, at just 5pm, there were almost no pastries left (they close at 10pm). Its pretty clear that this location clearly caters to the morning customers, because anytime after ~noon the service, quality and availability of food/coffee is absolutely awful. They DO NOT abide by the freshness promise of most other Tim Hortons. The inconsistency is frustrating as hell. PS - Sadly it’s no better on Uber eats either - our order was incorrect so many times (i.e. we never, ever received the right donut as the one we ordered, it was getting to be laughable) which is we started going picking up in store to begin...

Made a mobile order. Arrived to the store and items were not available (normally the app should prevent you from ordering items that are not available but i imagine the store doesn't update this). Requested a refund and the representative told me I had to do it online (unusual but gave them benefit of the doubt). Left the store and contacted online support. Online support said refunds are processed in-store (consistent with the policy online). Went back to store and requested refund again. Argued for 10 mins with the manager who made every excuse possible to try to convince me that they weren't able to process refunds for mobile orders. After waiting for 20 mins and wasting about 1 hour going back and forth, they decided to finally refund me.

Getting a refund for food i didnt receive should be fairly simple, but it seems like they try to get away with not refunding customers to keep the money. Concerning...