Tim Hortons — Restaurant in Niagara-on-the-Lake

I have been here a couple of times but mostly for tea as I hit the road. It is usually good but I have had a couple of issues with the drive through of late. One time I put in my order at the speaker, waited my turn to pull up to the window and then when the car ahead of me drove away I did so. The person manning the window looked at me then turned away and did not return for a good 10min... I ordered tea??? No comment as to why it took so long, to acknowledge me, or bring me my beverage. Still no clue.

This last visit I once again ordered Tea from the drive through and luckily I decant my beverage into my travel mug so it stays hotter longer (and there is less chance of spillage). Well as I opened the lid out wafts the warm enveloping sent of .... COFFEE. Thank heavens I was not planning on drinking it from their cup because if I had there would have been coffee sprayed all over the inside of my windshield and dashboard. BLECK!. So... walk into the store to tell them they gave me the wrong beverage and after correcting them on the appropriate amounts of cream and sugar 3 times I received a replacement cup. Once again... no apology, no offer to make things right just "please throw your own completely full cup of the wrong hot beverage into the garbage can over there because I don't want to touch it" (which is in some ways understandable what with COVID and all but I pitty the poor person who had to empty that trash can cause that coffee was going to make an unholy mess in the bin). I cant tell you about the donuts as I have given up on Tim Hortons donuts since they became tiny freezer burned pieces of cardboard instead of the lovely fresh baked in store baked goods that they...

I live two minutes walking distance to the Virgil Timmy’s. On Valentines's day I thought I would treat my coworkers to coffee tea and treats. The female which I believe was the manager was not very pleasant to me or her team. First occurrence was ordering, next I was getting specialty donuts when I saw fruit fly like bugs on the donuts advised the lady, she ignored me. I repeated myself and asked if she had more in the back, she quickly said no. She took the tray out. When I left the building the tray went right back into the display! My order......so as they placed on the counter I realized I had no condiments milk cream or sugar. So I asked for some. Reply was...you needed to tell me this at the beginning of the order. I said excuse me, she gave some condiments. This employee was clearly upset with what ever! Next I had ordered two teas with teabags on the side. Now I needed to ask for the teabags. She turned to the worker and said did you give the teabags. Worker looked afraid of her response to the bully team lead. She than gave me two teabags. Fast forward to work now. My order was incorrect. No tea as ordered. Very frustrated since now two of my coworkers who don’t drink coffee had no treat. To the team at Virgil location, please train your employees to provide quality customer service. I will never go to this location again! Time for a random...

⭐ 1 Star As a local business in Virgil, we make a conscious effort to support other local establishments — but unfortunately, the Tim Hortons at this location has made that incredibly difficult. On three separate occasions, we’ve placed advance orders for special events, and every single time, they’ve either “lost” the order or failed to fulfill it properly.

What’s worse is the lack of accountability. When I called the manager, Cheryl, to try and resolve the issue, she was rude, dismissive, and completely unprofessional. She showed no interest in helping or even acknowledging their repeated mistakes. To make matters worse, she actually lectured my husband when he went to pick up the latest order — instead of offering an apology.

Among our staff, this location has earned the nickname “coffee roulette” — because you never know what you’re going to get. Accuracy, consistency, and basic customer service are seriously lacking.

We truly value supporting local, but Tim Hortons Virgil has made it impossible. Terrible service from...