Tim Hortons — Restaurant in Newmarket

EDIT: (ill change the rating if it improves)

OVER the last year there has been a huge decline in service and the atmosphere. The staff are young but they also do not want to be there you can tell. Orders are CONSTANTLY messed up and they make no apology when you tell them about it. I dont blame them as they are young. But I do blame the manager who you ALMOST NEVER SEE there on weekends. Now that I come to think of it, the manager is not known to me. And that says alot as i do go there it's around the corner from me. The side patio door is always locked, and it's annoying as a customer around the corner from you who likes to go in use the washroom when eating outside on the patio. What I do love is that they employ younger people here. Gives them an opportunity to work and grow. But the manager needs to train them properly. Also, the washrooms are usually dirty . Today, i mentioned it to the team, but they just looked at me blankly and said nothing. When I corrected one gentleman on how he should apologize, sometimes that it is okay to make a mistake. He was quick to apologize and smiled and we both had a chuckle. I liked that he took immediate ownership over the mistake and then went on with his day. I told him "hey your days going to be better if you keep smiling like that". He was very receptive and you could tell he was going to perhaps try what i recommend. As a seasoned manager i woukd encourage my young team to handle situations like this. So they want to be there. Anyway, management needs to train people properly and engage their team more. This is my local shop, and I'm annoyed lately at the lack of ownership when mistakes are made or the friendliness. Tbh

Ooo I do love your food and drinks though. I'll be back and I hope management gives the team here the confidence they...

Visiting this Tim Hortons was such a refreshing experience. From the moment I stepped inside, everything just felt right — the atmosphere was warm, the staff were genuinely kind, and you could tell there was real teamwork happening behind the counter. The manager clearly sets a wonderful tone because everyone seemed motivated, happy, and proud to be there. It’s rare to see a team that works so smoothly together while still making every single customer feel seen and appreciated. The service was quick without ever feeling rushed, and there was a personal touch to every interaction that made the whole visit feel special. On top of that, the cleanliness of the store was outstanding — not just clean, but thoughtfully maintained, like they truly care about creating a space where people can relax and enjoy themselves. It's the kind of experience that reminds you good service isn't just about getting your order right; it's about making you feel welcome, even if you're only there for a few minutes. I left with not just a great coffee but also a big smile. Absolutely one of the best Tim Hortons experiences I’ve had in...

Today November 6, I went to this Tim Hortons with my wife around 1:30 pm. I activated the offer of 2 sandwiches for $6 in front of the counter and then let them scan my phone. The staff made a mistake on my order so they had to restart the order. After she redid the order, the offer wouldn't go through since she scanned it before. The staff couldn't fix the problem, so she called the manager Miss Mackenzie. The manager comes to take a look and then tells me "your offer is already used." I try to explain to her what's going on, but she keeps saying that I didn't listen to her. And then told me if I'm not going to pay for the order she will kick us out from the store. My wife couldn't stand the rough tone and words the manager was using and had to step outside. The other staff tried to solve the problem but the manager suddenly came back and said we were yelling at other customers so she needs to kick us out from the store. This was untrue since we only talked to the Tim Hortons staff, never talked to other people and we did not yell. That was a very horrible experience and we will not go back this Tim...