Tim Hortons — Restaurant in Northwest Industrial

On August 9, 2024, I placed an order through the Tim Hortons app to pick up at this location. When I arrived, access to the restaurant was completely blocked by police due to an accident. I couldn’t collect my order, so I immediately called the location. Their response? It’s not their responsibility since the order was placed through the app, and I’d have to deal with the app team for a refund.

Since then, I’ve contacted the app support team multiple times. Each time, I was told the issue had been forwarded to the restaurant management team and that they’d reach out to me. It’s now November 27, 2024, and I have yet to hear from anyone at this location—or anywhere else in Tim Hortons’ system. Worse still, I haven’t been reimbursed for the order I never received.

To add insult to injury, I’ve now been informed that the app team has changed their system and wants me to file a brand-new request! After three months of waiting, following up, and being promised action, this is simply unacceptable.

If Tim Hortons allows customers to place orders at locations that become inaccessible, the very least they can do is ensure the customer is refunded promptly. This entire experience has been deeply frustrating and reflects poorly on both the app and this location’s management.

Tim Hortons, you need to...

My work is near by this location and at least 2-5 times a week I pick up coffees and food from here. I am usually a really understanding person and don’t mind when the drive through takes quite a bit of time to go through. However every time I order there is always a mistake. I used to order a turkey sandwich with no bacon. Every time I got bacon and had to take it off. So I changed my order to a bagel double toasted with plain cream cheese. They always seemed to rush it and so I changed my order again to the chilli. My food bags almost always never have napkins, are missing the butter for the bread or the chilli lid is put on incorrectly and there’s chilli on everything in the bag. I haven’t had a positive experience with my coffee orders either. At this point I feel like it’s a waste of my money or time. I will no longer be supporting this location with my own money and will not...

I visited 21458 - 115 Ave. (Winterburn Road) Edmonton, AB location on Feb. 27, 2025. I ordered lunch and went to pay with my Tim Points which were due to expire on March 1, 2025. The employee did not know how to complete the transaction, called a 2nd & 3rd employee who as well could not complete the transaction. The last employee told me I had to wait 30 minutes & try again. Had to leave with no lunch. No proper training was evident here.Totally unacceptable. I Contacted Customer Support and 4 different people kept sending me messages that they had escalated my concern to the restaurant manager who would contact me to assist in a resolution. 9 days later, No call, No email, Nothing and Tim's STOLE my points out if my account !! Not a good location . Try any other location but that one. Very poor company in regards to ...