Tim Hortons — Restaurant in New Brunswick

As a major truck stop on the highway, I expected this stop to be a better stop between Ontario and Nova Scotia as our main meal of the day for a full day on the road. Unfortunately, it left a lot to be desired but let me try to lay out positives as well the negatives.

Pro #1: easy to get to Pro #2: one stop shop for gas, larger clean washrooms, convenience store, and several restaurants to chose from. Pro #3: lots of parking Pro #4: dog friendly with a dog wash to freshen your dog up for the drive. Pro #5: the details. They add the weekly weather and info to each of the bathroom stalls.

Con #1: long line ups. With it being such a great spot, everyone stops here. Con #2: not enough picnic tables outside. Con #3: need a few more gas pumps. It’s very busy every time. Con #4: focus is put on the drivethru. Ever since Tim Hortons started timing the drive thru orders, anyone who goes inside is not given the same amount of service. When we finally got to our turn to order for our family of 6, both cashiers closed and went on break. We waited until another person without a name tag logged in to only walk away again. We came to order lunch. During obviously the lunch rush. The line up went beyond the doors into another restaurant. Other customers were getting loud and belligerent at the wait. I am not sure but the fella that finally took our order couldn’t understand my husband and I. I am not sure if it was because of the screen, he was knew and didn’t know the menu, or if it was a language barrier. Either way, having one person on cash during the lunch rush and 6+ taking care of the drivethru did not seem effective or efficient. I gave my order more than three times as politely as possible and he still couldn’t get it right. Out of 6 of our orders, he got three right. 50/50 I guess is a pass. Con #5: waiting at the receiving line, they missed one of the sandwiches. We had to have them correct it. Before you ask, yes it was paid for and on the...

Well that was probably the worst experience I had at a fast food restaurant. I place a mobile order, I never received my food until I asked for an eta. The person told me it wouldn’t take long, so I waited. After 20 mins of waiting, I asked if it was normal that I didn’t get my food, I understand that it was busy, but wanted to make sure I wasn’t forgotten. The person told me that they had a lot of mobile orders and it wouldn’t take long. After 30 mins I thought it was ridiculous and asked again for my food, and a manager came to tell me that the coffee was made and they were waiting on the sandwiches. I told them that it has been over 30 mins of me waiting and that I’d like to get my money back since I had to leave and couldn’t wait any longer. The lady told me that she’s making them right away. After waiting again for another 5 mins she came back to tell me there was no more bacon for the sandwiches, which I wasn’t going to accept since I’ve already paid for the food. I asked her to make the sandwich without the bacon and I’d like to get my money back on the cold coffee and the other sandwich which she proceed to tell me that it wasn’t possible to just reimburse me 2 items. At this point I’m over it, I told them to just make it and I was going to ask for my money back. The manager came back with the sandwiches and mentioned to me that they lost my paper and it was the reason why it took so long… oh and he also wanted to let me know that they ran out of tomatoes. So over all, paid for food that was missing item, waited 40 minutes to get my food, had the manager talked to me like it was my fault and I was the problem.

When I told the manager Omar that I should at least get my food free at this point, he turned around and walked away. So I can definitely tell you that Tim Hortons lost a client today, I am definitely never going back...

2025-07-22 update. Tims is very concerned of my opinion, sent me a review link that does not work:

"Whoops! The page you were looking for was moved or doesn't exist"

Even better customer service - NOT!

'It all began to fall apart when I tried to order through the kiosk and it would not scan my Tim's reward card - NO luck. then I went to the counter and I said "Hi - I would like 2 - medium Teas" - the employee proceeded to put in 2 medium coffees. Obiviously she wasn't listening well, had to correct her - twice, then I asked for 1 with milk, one black with 2 ice cubes. A person I knew was ahead of me had ordered a tea as well. he had his stolen by someone else (who was behind me) as he stood there and tried to stop them. (very specific xlarge triple milk triple sugar) obviously the name assigned at the kiosk can't be read and announced by the employees. We both then waited for over 20 min to get our teas. We saw them steep a fresh caraffe and it sat there. we asked but were ignored. when I finally got mine, I asked to ensure only 2 ice cubes, the girl then dumped 1/4 of my tea out and put a full ladel of ice in my tea, I asked for another and she refused! needless to say i got luke warm ice tea instead of a black hot tea. They did well, got 50% of my...