Tim Hortons — Restaurant in Oakville

Food wasn’t the issue, it was honestly the service that I got. I ordered off the kiosk an egg and cheese with extra egg and chipotle and egg bites, as well as a medium coffee. Around 25-30 minutes pass of me checking to see if they finished the order, but I don’t see my order on the kiosk screen anymore. I had checked every 5 minutes before then to make sure they would have the order, but they didn’t yell it out or anything. I ask the lady working there if they finished my order. Mind you the only proof I had was my Apple Pay charge that I showed them, since the kiosk didn’t give me a number or receipt. I did see my order on the kiosk before, so someone must have taken the wrong order. No one said the order name I had though, so I don’t know if they even finished making it. The lady said I was lying, and that there was so proof other than my order (30 minutes ago) that was charged on my debit. She said most she could do is give me a “free” coffee (wasn’t really free, I DID pay for it) and that she can check the cameras if I really want. I say yea (since I knew I was right) but she didn’t bring it up after that even, so I’m not sure if she even checked. Then she said she can’t give me it, and for some reason they tried fact checking the price compared to my charged card price, which there was no need to even do that. They said the price doesn’t match my order (I don’t know what I’m supposed to do about that) and that I can’t get my order. I compared with my friend and told them that he got his order and ordered the same time as me, but it only ended up confusing them. Then the manager came (I’m assuming) and did say it looked fine. I ended up getting my coffee and egg and cheese, but not my egg bites. Mind you this was 50 minutes after and after I was given the inconvenience, as well as told that I was “lying”. The lady then asked for my number to call me to let me know the order would be free if she could just check receipts and call me back. At this point, it would have been less work to just give me what I ordered anyway, since I showed them proof I payed. She said we can’t just give it for free (which was NOT the case). The manager came back and then told me to go away and that I’m trying to “play” them. He threatened to call the police too. The issues with this is that blatantly calling a customer a liar is insane when there was proof that I had atleast payed for the food. The lady said it was “my fault” that someone else may have taken the order, but I don’t recall anyone calling my name, and it seemed more so there fault for not double checking the order before someone takes it. Second of all, I don’t understand why I got threatened or yelled at over egg bites, when it would have been simpler to give them, considering I gave them proof that I had payed. Why would I lie about an order to get free food? Especially since I genuinely showed the only thing I could to prove I had payed. I had worked for Tim hortons at another location for 3 years, and I’ve never taken it as seriously as threatening to call the police over someone who didn’t get there order. Pretty sure there is a policy that “the customer is always right”. And honestly, there’s no need to confront someone to call the police over egg bites. Over my time working if they have proof that they had atleast payed before, it’s better to just give them the benefit of the doubt, especially if I’m not 100% sure. I’m not sure what those workers experienced, but there was no need to take a stereotype or hate towards a random customer, who had genuinely just wanted there food. I basically payed, got yelled at, and got half my order. The reason for not confronting them to call the police was I didn’t think it would have to go that far honestly, for egg bites too. Given this review, it wasn’t worth it, so I just let it go, considering I was...

Just to edit to your response- *No thank you Tim Hortons. There seems to be a new standard for hiring and to be honest your standard has drastically dropped and it’s not worth the frustration to try to justify bad customer service. Tim Hortons has been a routine in our home for years, we will be switching it up and finding another coffee spot. McDonald’s is close by so we will drive past you guys to go there. *

I have been a long time loyal customer at this location for many years and after today I will not be returning. I have noticed a slow steady decline on customer service and order accuracy over the last year or so. Today I ordered my coffee and it was not correct: I told them there was too much milk. I think the lady thought the window was closed and said, she should have asked for a quarter milk, I spoke up and said “no, I have been ordering my coffee here like this for years and only recently has getting this “right” become an issue”. I then told the lady I have asked them to remake this coffee more times in the last couple of weeks than in the last few years. I have to say there is a massive language barrier here, especially on the weekends. When you tell them the coffee is wrong, they stand in a circle and talk about it and a couple of minutes later they try again. Wait times are INSANE! From the wrong coffees to donuts being stuck to bags, to the language barrier I just don’t think I can do this anymore with them. The audacity to blame the customer for you making a coffee wrong. I wish the owner was still running this drive thru, I wish she could be a fly on the wall to see this travesty when she’s not there. It’s very disappointing to see I have to change my routine simply because the new employees are changing the standard that long time customers know and love. I know they don’t care if I don’t come back but this is disappointing. I guess this is the new...

I hate writing negative reviews, for a couple reasons but mostly because, in my personal opinion I can't judge the "rating" of a place based on one encounter, or one visit to the business. Nor do I feel that it's fair to rate a business badly based on one factor, for example: a rude employee (who could have just heard horrible news 5 mins before I arrived). Nonetheless I try to only review places I not only frequent, but score them fairly, taking multiple factors into account.

That being said, it's sad and unfortunate that I do have to review this Tim Hortons location negatively, for a couple of detrimental factors (in my opinion).

There are three major reasons I have trouble with this location.

№1: They never have the most basic items/necessities from their menu, making it next to impossible to enjoy a familiar snack/meal from Canada's most popular coffee shoppe.

№2: Their hours of operation state that their dinning room shall remain open until 11:00pm, yet I've visited this location as early as 10:15PM and they have already locked the doors, leaving only the drive through as an option. At least that's what I was under the impression of until peering inside and I always see what looks like either friends of the working employees or perhaps just other customers. Nonetheless if the hours state 11:00 PM lock up, that's the time it should be done.

№3 (Biggest problem): The cleanliness of both the woman's and men's washrooms are horrendous. There isn't much to say about them except stay away at all costs. From large puddles of water (I hope), to bugs, vomit, and the overall constant lingering odor, it's as if they are never cleaned/never have been cleaned and to be honest I wouldn't want to be the employee stuck cleaning it either. Especially for a place where you are serving food, I find this EXTREMELY unprofessional and flat out disgusting and a...