Tim Hortons — Restaurant in Nanaimo

I placed a mobile order today at the brooks landing location in Nanaimo for an Oreo-drink. I was standing where the signage says “mobile pickup”, they served a walk-in person’s order who came after my order was placed, I was fine with that, when I asked the lady at the counter about my mobile order, she simply assumed that I’m a delivery driver because she said she saw a DoorDash bag with me, Like seriously?? I didn’t have a DoorDash bag with me. When I said I’m here for a mobile order she was all confused, I pointed out to the sign which read as mobile order and she was clueless as if she didn’t know the sign existed. Then comes smarty-pants (supervisor or whoever she was I don’t care) who asks me why was I yelling? Hello? I wasn’t even yelling, If I yell, it’s loud enough, I didn’t yell, yet she accused me of yelling. I spoke in a normal tone and this lady without even knowing what’s happening starts yelling and disrespecting me. I did a mistake by ordering here. When I told that’s not the way you talk to customers and I too worked in the restaurant industry for half a decade; the lady goes towards the drive thru window and starts muttering something. This is not the way you should treat someone. I asked them to cancel my order, she said she couldn’t cancel it, she said I had to do it, when I showed her the app, she didn’t know how to cancel it? Train these guys whom you hire please! They act as if they own this place, teach them some basic mannerisms and customer courtesy and customer service. I often visit the time Hortons on Comox road, Rutherford, Country club and Fifth St, not once I had a problem there, the service at other Tim Hortons is amazing, but this one is PATHETIC!!! You guys ruined my day, I’m not setting foot in your store. Get new staff and teach them how to behave! Good riddance Brooks landing...

fast service, maybe a little to fast, to fast to check their quality of food when they send it out... to fast when you find little black curly hairs in your food...(ya we all know what those are) gross.. not pleased at all.....rude customer service.. ordered the food to go and after i find the curly hair and had to re order (should have just left) i stood there with another woman for 20 more mins only to watch the guy at drive through taking cash touching the till no gloves, only to walk to the food prep station start coughing into his hands tried to wipe his hands off inside his pocket.. didnt wash hands at all and proceeded to open the hashbrown tray and pick up the hash brown with his bare hand.. ya the one he just coughed into and tried to wipe off something on the inside of his right pocket...i asked the woman beside me if she just saw what i saw and she agreed... i will never step foot in or around this tim hortons EVER AGAIN.. with covid and all the other sicknesses going around... its probably started all at this tim hortons... only saw one worker her name was kristy she was doing all she could to make things quick and friendly.. the other lady debbie was just unreal rude..take orders on drive through and then turn her microphone off and say to the staff "took them long enough to order" the coffee grinder has a tag on the side of it saying last cleaned october 3rd ummm are we not in december so you mean to tell me the coffee machine hasnt been cleaned in two months? this place needs to be shut down or all staff fired or retrained on cleaning, customer service and virus prevention...there is so many other timmies in this town.. leave a little earlier if you have to just to avoid this place...

My recent visit to this Tim Hortons location in Brooks Landing was truly impressive, especially considering the challenges they're navigating.

The staff here deserve major recognition for maintaining excellent service quality despite clearly being understaffed. During my visit, I watched as a small team efficiently handled a steady stream of customers with remarkable speed and accuracy. While they're clearly stretched thin, they never compromised on quality or friendliness.

The coffee was perfectly brewed, hot and fresh as Tim's should be. My breakfast sandwich came out quickly and was prepared exactly as ordered. The location itself is clean and well-maintained, with a comfortable atmosphere for both eat-in customers and those grabbing items to go.

One small area for improvement would be their initial customer greetings. The staff are certainly friendly once engaged, but a more consistent and warm welcome when customers first approach the counter would elevate the experience even further. This is an understandable oversight given their staffing constraints, but would be the perfect finishing touch to an otherwise excellent operation.

Overall, this Tim Hortons location manages to deliver the quintessential "Timmies experience" Canadians know and love, despite working with limited personnel. I'm genuinely impressed by their ability to maintain such high standards while understaffed. Highly recommended for anyone in the Brooks Landing area looking for great coffee and food with...