Tim Hortons — Restaurant in Niagara Falls

I’m writing this review to wholeheartedly recognize and commend the incredible service consistently provided by Navjit Kaur at the Tim Hortons location I visit weekly. In today’s fast-paced world, encountering genuine hospitality and kindness in a customer service setting is increasingly rare — yet Navjit not only delivers it every single time, she sets an entirely new standard.

From the very first visit, I noticed her calm professionalism, sharp attention to detail, and truly warm energy that instantly makes you feel like a valued guest rather than just another customer. Whether it’s during a hectic morning rush or a quiet afternoon, Navjit handles every order with precision, speed, and most importantly — a smile that reflects both her pride in her work and respect for the customer. That level of consistency speaks volumes about her character and work ethic.

What makes her stand out even more is her unmatched ability to balance efficiency with empathy. She doesn’t just take your order — she listens. She remembers preferences, shows patience when people need a moment, and maintains a composed and kind demeanor regardless of the situation. It’s clear that she genuinely cares about the customer experience, which is what makes every interaction feel personal and uplifting.

In an industry that too often overlooks the contributions of frontline workers, it’s people like Navjit who remind us just how valuable great service is. Her positive attitude, professionalism, and sincere courtesy leave a lasting impression and brighten up the day. I’ve seen her handle long lines with grace, support her coworkers seamlessly, and engage with every customer — young or old — with kindness and respect.

Navjit Kaur is not just an employee — she’s an ambassador of what excellent customer service should look like. Her commitment to her role reflects not only positively on herself, but also elevates the entire reputation of the Tim Hortons brand. I hope her efforts are recognized not just by customers like me, but also by her management team. She absolutely deserves appreciation, recognition, and future opportunities for leadership within the company.

Thank you, Navjit, for going above and beyond with such consistency and care. Tim Hortons is lucky to have you. I look forward to my weekly visits knowing that service like yours is always something I...

This week, I went to Tim Hortons not once, not twice, but three times, and each visit was an adventure.

The first time, I ordered a simple Black Coffee. After 15 minutes of waiting, they handed me a Double Double instead. Not what I asked for, but fine, mistakes happen...

Today, though, was on a whole different level. I went in and asked for soup. They told me they had none left. Okay, no problem, I ordered a pizza instead. About 10 minutes later, an older man walked in and asked if they had any soup. Surprisingly, the staff suddenly "remembered" they had both broccoli and chicken soup! I was stunned. Did they really just lie to me, or was the guy who took my order too lazy to check?

The story doesn’t end there. The old man asked for broccoli soup, but they gave him chicken soup instead. He wasn’t happy and came back to complain after realizing the mix-up.

Meanwhile, I was still sitting there, waiting for my pizza. Thirty minutes had passed. I finally went up to the counter to ask about it, only to find out they had completely forgotten to even prepare it! And it’s not like the place was packed, for almost 40 minutes, it was just me and the old man inside (not counting the drive-thru traffic). Tables were dirty, garbage was on the floor, and it looked like no one cared to clean up.

The staff wasn’t rude, just incredibly unprofessional and painfully slow. Honestly, I believe they can do much better, but right now, there’s a lot of room...

Coffee tastes the same as any other Tims (as it should), however, you can definitely tell that the food has been sitting there for a bit (it doesn't taste fresh).

Also, the customer service is horrendous.

An example of an experience is one I actually had just now, which made me come to the conclusion that my opinion needed to be shared.

For lunch, I went to this Tim Horton's, as I usually do and the line up was taking a while, but I figured it was just a lunch rush. I waited and got to the intercom and said what I would've liked and after getting my total for my food I said thank you, but got nothing said back in return (figuring she didn't hear me). Then I got to the front window and the woman was just holding my sandwich in one hand, smiling, looking directly at me, yet she wasn't talking to me. In fact she didn't say a word to me. She didn't say hello or ask how I was, nor did she even ask what I was paying with. She literally sat there talking to her co-worker with my sandwich in her hand while I waited for her. She just handed me the debit machine, assuming what I was paying with, and continued to say nothing. After I handed back the machine she continued to talk to her co-worker, handing me my sandwich without saying anything or looking at me. I was the one that said thank you, have a good day and all she did was close the window on me.

Extremely extremely rude people work there at...