Tim Hortons — Restaurant in North Cowichan

honestly, when this location first opened, we were all pretty patient considering it was new staff who were probably ALL in training at the time and teenagers who perhaps this was their first job. however, they have been open for a couple of months now and the staff is still rude (not a smile, not a thank you, not even really any kind of conversation. haven't even gotten a "hello" through the drivethru the last few times), the service is still VERY slow (although i believe this is due to understaffing), and almost every time i go they either make the food wrong or are "out" of almost everything on the menu... now, I'm quite patient when it comes to these kinds of things as i myself work in customer service and I'm not making this review to bash the workers in any way but i think some criticism might help the managers or owner help guide the workers a bit better. today, my brother ordered what was seemingly a very easy order: 2 breakfast sandwhiches for himself, 2 simply sausage (without egg but with an extra sausage and a slice of cheese) for me, and 2 hashbrowns each. along with 4 donuts. we recieved my brother's sandwhiches and hashbrowns just fine until they told him (i believe after he had already paid) that they didn't have enough sausage to make my sandwhiches how i wanted it, nor did they have enough hashbrowns for our order and said nothing about cheese. when we went into the bag to eat, we found his sandwhiches were totally normal, he had two hashbrowns as ordered, but i had one simply sausage with an extra sausage but no cheese, and one that had 1 sausage and no cheese. so i was left with meat and bread as a meal. i also only recieved one, very cold, very hard (crunchy, not crispy) hashbrown that seemed like it had just been chilling on the counter for an hour before being thrown into our order. what really annoyed us, however, was that we ordered 2 boston creams and 2 honey crullers to bring home. 4 donuts, boston creams not being a very small donut, mind you, were all shoved into a tiny bag with both of the boston creams either upside down and against the crullers, or against the side of the bag resulting in the entire chocolate layer on top to come off onto the bag and the honey crullers becoming chocolate crullers. (have published a photo on here too) one more small thing is the iced capps are rarely filled to the top of the cup, but always slightly below. NOT happy with the way their service is which is a really big shame.. until they are better trained and friendlier, i think I'll take my money elsewhere. I'm not the only one with these views as many people have actually said to me "ew, don't go to that one. they always get something wrong"... i hope that the staff will be taught better and will be also given a lesson on customer service/engagement.

edit: there is one really nice lady who works there and i sometimes encounter her in the drive thru! she has an accent and shes always very friendly. not all bad, of course, but overwhelmingly more cons than pros at...

This location consistently has the worst customer service of any Tim Hortons I have ever been to, but today was so bad that I will not be going back. After waiting between 5-10 minutes to place our order (a bagel, a harvest wrap, and three Tim Bits), we received our Tim Bits and waited at the pick up counter. As we were waiting, the girl who had ordered ahead of us came up to the counter and had to tell two separate employees that both items in her order were incorrect. This should have been an indicator of the poor experience to come, but we continued to wait. And wait. And wait. For over half an hour. In that time, a large group came in after us, and the employee working behind the counter groaned, “Oh my god,” loud enough that everyone could hear it. They placed their order, and when the next person came in, the same employee said, “I’m going to lose it.” Again, loud enough for everyone to hear. About six different people who came in after us were served their hot food items before we were. We were asked what we were waiting for by three different employees, one being the manager, who all seemed to instantly forget about us as soon as we told them. Clearly it was busy, and I understand having to wait, but I don’t appreciate watching everyone who came in after me being served instead. I have worked customer service jobs in the past, so I understand how stressful it can be, but you should always serve people in order, and the rudeness is absolutely unacceptable. The one employee who was groaning to everyone was tossing straws on the counter for people’s drinks, someone in the back said “oh, whatever,” when they were told that we had been waiting a very long time, and the manager barely offered an apology after she had to come back to us a second time to ask us what we were waiting for. We were at least given (1) free doughnut after waiting, but for me that was not enough to make up for the...

Well now, where should I start. How about I start with the positive and then lay in on them. I believe this is the newest location in Duncan which it exudes with absolutely every part of it being up to date and trending. Well that's about the most good I can say about this place.. The last reviewer mentioned sonething about the chili? What chili...this location NEVER has chili, I've asked so many times at different times of the day.... even on this bone chilling stormy night, which there have been many of this last month....no chili, no soup, no nothing.....as I make my way through the menu of "Do you have"s the only thing I got a positive response to was wedges....chewy hard and cold as if it was from some body's previously long ago canceled order, and to go along with that the second confirmed product would be a crispy chicken sandwich.... now here's the kicker of it all.... they were both served to me immediately.... now if the wedges were cold, chewed like hard bubble gum and stale hardened how do you think the chicken is gonna be? Exactly 💯 the same.....I would not even serve this meal to my dog... seems staff here are more interested in getting ready to go home 2 hours before scheduled then happy as heck to tell customers they have nothing for hours on end.... and seeing as the person behind me was playing the same "Do you have" game..... it sure seems like your staff is losing you an awful lot of money at this location.... as i could also imagine that your customers are slowly dropping from here as well.... crunch the.hourly numbers..... that...