Tim Hortons — Restaurant in Niagara Falls

I've been here a few times and have had more poor experiences than good experiences. Every time I've been here, I've had to wait 10 or more minutes to get my order, with most orders taking about 15 minutes. I've only placed mobile orders to avoid the long line that this location always seems to have. It's understandable that this will happen at busy times, but some of the employees aren't working with any sense of urgency that one should have working at a fast food restaurant. I've worked in fast food so I get it can be stressful, but waiting 15 minutes is unreasonable. On top of this, my order has been made incorrectly multiple times.

My last visit was the worst one. I ordered a chicken bacon ranch wrap, and after 20 minutes of waiting, I told the employee that I ordered a wrap 20 minutes ago. She looked at me and didn't say anything to acknowledge she heard what I said, and went back to what she was doing. Then a few moments later she walked away and came back, telling me they didn't have bacon or lettuce so they couldn't make the wrap. They had my order on their screen (it's facing customers), and they kept ignoring it but didn't bother to tell me while I was waiting that they couldn't make the wrap, until I asked after 20 minutes of waiting. Then the employee tried to blame me and said I should've told them I was there for a mobile order, yet this has never been needed for mobile orders at any location I've ever been to. They didn't even apologize.

I was just getting the wrap, but I was looking around while I was waiting. Their coffee pot was facing me with the time on it, and it was 4 hours old. Yet their website says they are supposed to make a new pot every 20 minutes. Maybe they didn't write the new time on it, but with all these issues, I'm thinking I'll now have to drive down the road to the other location to make sure I don't have any issues because things like this have occurred over the span of more than a year. I don't come here often and kept ordering hoping maybe they were one time mistakes (which are understandable and are bound to happen), but this really just defeats the purpose of fast food. I had to make an online request to get a refund for the wrap.

After reading the most recent reviews, it's also clear that someone connected to this restaurant in some way is placing false reviews. If you look at the most recent reviews which were all made around the same time, they repeatedly mention the names of multiple employees in a scripted way, with many of the reviews being too similar to be from different people. That says enough about this location. Customer service online told me they are all independently owned, and I've never had this many poor experiences at...

I'm sitting here in complete confusion about the experience I just had with this Tim Horton's. I don't think I've ever actually written a review, but this experience was so appalling, I felt prompted. I just tried to call and place a very large catering order for the following week. The woman on the phone severely wasted my time, eventually hanging up on me. I was astonished by how disrespectful she was to a customer trying to make such a large purchase, as if I wasn't a human. She took half my order, then told me to do it on the app or online. I said 'sure, I'd love to do that, what is the online address?' She then bounced back to taking more of my order, then told me she didn't think I was taking it seriously (? why? I wrote down everything I needed and researched online beforehand to know exactly what I needed) and then she immediately hung up on me. I wasn't sure what the outcome of the order was, since it was just half, but she had my name/number etc and maybe it was a mistake she hung up, so I called back. A man answered after 1m15s of ringing I calmly explained that I just started an order for next sunday but the call was disconnected. I asked to complete my order . He asked for my name, and said there was no order for me right now. In the middle of me stating it's not for now, it's for next sunday, he also hung up. I'm SO confused. I wasn't mean or asking too much of anyone. I just wanted to order standard platters of everything along with coffee/hot chocolate etc. If I were the owner of this franchise, I'd be embarrassed by how the employees handled a phone in order. I just wanted to treat my guests to some delicious Tim Horton's, but not if I can't place the order and am going to be treated so poorly when I try. There needs to be some training in phone etiquette...

During my several visits to this Tim Hortons location, I found some of the employees to be rude. One time, I ordered two beef craveable sandwiches, but they only gave me one. Apparently, the cashier only charged me for one sandwich. When I told the employee who prepared my order that I ordered two of those, she informed the cashier. The cashier then shouted at me, saying, "HI, YOU NEED TO PAY FOR IT!" I was a little shocked and disappointed by how the cashier handled the situation, and I think she could have addressed me in a nicer way. For example, she could have said, "Sorry, I accidentally did not charge you for the other [item name]. If you'd like to add it to your order, I can help you at the counter."

I was also disappointed that I did not get my discount for the second sandwich. I had an offer on the Tims app that if I buy a craveable sandwich, then I can get another one at a discounted price, which is why I ordered two. When the cashier got me to pay for the other one, I tried to scan my Tims app, but I could not get the discount since there's a limit for how often you can scan it. This would not have happened if the cashier got my order right the first time.

I think the employees at this location should be trained to be polite and helpful, especially since it's located in a tourist area. Employees who take orders really need to improve their listening skills as I find they often get my order wrong or don't pay close attention when I specify the desired quantity for a certain item I want to order. If you're going to order something at Tims Hortons, it's best to either check and double check the screen at the counter or ask the cashier to repeat your order since you can't rely on them to get your...