Tim Hortons — Restaurant in Niagara Falls

Good/great service during the daytime hours. Come here from 11pm-5am and it is an entirely different place. First of all the place is drastically understaffed, often only two people working even though the place will have steady traffic well into 2-3am thanks to its proximity to many nearby hotels and bars. I have gone into the store, was the only person in line, waited around 10mins to place an order. This has happened many times over the last 2-3 years i have been working nights nearby. Also a year or two ago they started offering "Breakfast Anytime". You will NEVER find food at this place from midnight-5or6am. So how about you remove the signs for this nonexistent promotion? And once again thanks to close proximity to hotels and bars you constantly have people coming to the store looking for food. Almost every time I go in for late night coffee there is someone trying to order food. How much demand do you need before you supply? These are all negatives from store managements side, sadly however that is not where the problems end at this location. The employees. Again day staff is excellent at their job. Night shift not so much. As I said nights are so understaffed it is hard to judge, but the place is always filthy, coffee is always old and I know for a fact they go hours without changing the pot. Food handling (if you are lucky enough to be able to order some) is some of the worst I have ever seen, employees will handle money, prep food, touch the screen for the register and never change gloves or wash hands. I watched one employee take 5 separate orders with the same pair of gloves on, making food and taking orders. This kind of behaviour was unacceptable before this pandemic, now it is infuriating. These night shift employees are often in the back of the store chatting while multiple people wait in line at the counter. Now to be clear some of the night staff are doing the best they can and offer good customer service, a few of them are just lazy and clearly dont care about customer service. The two young ladies that work the night shift are great and I feel bad for them being understaffed and working with these guys they need to pick up the slack for. Overall this has to be the most poorly managed night shift I have ever seen, with a few staff that are equally as bad. Get your act together, this place has been run so poorly at night for...

This past weekend I was in Niagara Falls for a conference and this happened to be the nearest Tim Hortons to us. I was given the task of buying drinks for the team and came to this location to get a mix of coffee and some steeped teas.

I am used to lining up to order but when I arrived, there was no lineup and the two ladies were just chatting behind the bar. I walked up and waited patiently at the cash register for someone to take my order. The two of them clearly see me and turn to look but the one with glasses was apparently telling a very entertaining story because they were laughing and ignored me- despite glancing at me a couple times during their talk. By this time, another lady had walked in behind me, and once they saw her, this is when the lady with the glasses unhappily cut their story short and came to take our order.

In hindsight, I probably shouldn't have said anything at all but seeing as I had been waiting for 3 minutes to place my order when there was no line at all, I was slightly irritated. I tried to keep the mood light yet address what had happened. I said something along the lines of "sounds like a really good story" with a half smile and, in my opinion, a friendly chuckle.

The lady with the glasses took this the wrong way said "be patient or go back to China." This was very offensive to me as I am of Korean descent and I felt like this was a general racist attack from a person whom I have been dealing with very politely.

I've never had an experience like this at any other Tim Hortons. The staff could benefit from some customer...

“Tim Hortons, we know you can do better I’ve given this Tim Hortons multiple chances (5551 MURRAY STREET), but unfortunately, the food quality has always been worse, I’ve had to drive back multiple times to ask them for fresh food. So disappointing. You pay so much and they keep giving you trash. I have tried driving to different locations in Niagara the one on Stanley 5233 Stanley Avenue it’s the same story there as well. Coffee tasteless, cold, watered down. Chicken so dry and old and rubbery even dogs won’t eat. Drove twice today got cilantro lime chicken bowl was horrible just look at the chicken strips yourself so dry. Went back again to complain and ask for exchange this time they gave me fresh strips and undercooked rice. I work down the street and I found this place to be convenient. Called the store and spoke to Supervisor “DIVI” when complained he said “I asked if the bowl looked good” obviously it did look all good like they threw in fresh chicken strips but rice was undercooked do I now stand there and taste my bowl? After explaining him how frustrated I was every time they mess up my food he said “Give me your name and I will make a note to give you a fresh bowl when you come next time” The items often taste stale or poorly prepared, and staff seem rushed or inattentive. It feels like there’s little care for the customer experience. I used to enjoy Tim Hortons, but the standards at all Tims location really needs to improve both food standards and customer service. Hoping management takes...