Tim Hortons — Restaurant in Niagara Falls

This is my local Tim Hortons that I stop by on a daily basis and it is nice to see familiar faces sometimes. Right now my favorite thing at Tim Hortons is their Dulce Apple Fritter and they are so good. So tasty and worth the money for those donuts. But the issue I do have is this. There is soft caramel swirled on the top of each donut and if I am paying almost $4 per donut then I want my donut the same way I see it in the tray. I do not want someone placing my donuts in a single bag tightly wrapped in wax paper because every time I take that paper off it peels all the caramel off the top of them. So, now they place them in a box with no wax paper but there is one employee who still tries to wrap my donuts in wax paper and I get upset. Now he does not use wax paper for them but it's just frustrating to have the same discussion every time I get the donuts. I have had him take my donuts back to replace them with 2 more. He does replace them and I can see he doesn't want to but customers are always right. Lately though, I have gotten a couple donuts and inside my donut is empty. There should be a huge amount of caramel inside but it isn't there. And the worst part about it is you don't even know until you almost ate the whole donut. You can tell when the big boss is around because you can feel the tension in the air. There is no yelling, fighting with customers, making food wrong every other order. I still go there regardless but there are some things that need to be fixed there. Like the employee's respect for the customers. They will argue with you and try to be right so they were never taught that customers are always right. Unless that does not exist anymore but when did that change? And lastly, there is nothing more ignorant than a worker speaking in a different language in front of you and to you or about you. I do not understand what you are saying so if you cannot speak in my language about me than wait until you are done work to speak about me with your friends if I am that important to talk about later on. I am not trying to point out anyone in particular, it's just the employee's that are working. For people to speak about you behind your back or around you is considered rude than it will surely be rude to do it in another language around someone. Anyways, I do like this Tim Hortons location and will always stop by this spot to get my donuts and iced capp because I love them and the people are friendly. The location is downtown so some of the characters that show up are a little different and people aren't used to seeing a lot of street people like they have here but they let them stay sometimes. My photo I posted is my empty Dulce Apple Fritter. I know it is almost gone but I had no caramel inside my donut at all. And the caramel they squirt in to is about as thin as a line drawn...

It's truly amazing that this company is still in business and hasn't gone bankrupt. The app is absolutely terrible. Half the time the machines (latte etc) aren't working. The food is absolute garbage and you can barely get a hello from anyone who works there. The other day we ordered a bunch of lattes on the app, waited at the Drive through and when we got to the speaker, were told that the machine was broken. Of course the location cannot give you a refund on the already paid order (through the app)....makes perfect sense. Instead you have to reach out to Customer Service through the app. They in turn gave us points (not money that we paid) for the refund. We asked for money and they sent us along form filled with useless question which don't apply. Their strategy is working as we gave up. Will be doing a lot less buying of anything at TH going forward. This company will be bankrupt in 5 years unless something changes....Oh but wait....they now sell flatbreads....

Today, I went through the drive-thru at Tim Hortons and had a disappointing experience. The employee at the speaker, named Rajni, did not take my order properly. She did not ask for the size of the beverages and instead chose the sizes on her own without confirming with me. Throughout the interaction, she did not communicate clearly or guide me through the ordering process. After I completed my order, she didn’t say anything like “see you at the next window,” which is generally expected for drive-thru service.

When I reached the window, I inquired about SPC card discounts. Rajni responded in a rude and dismissive manner, seemed unaware of the SPC program, and argued with me instead of trying to help. Her attitude was unprofessional and disrespectful. Partway through the conversation, she walked away without explanation and another employee took over.

Overall, the service was very poor and not up to the standards I expect from...