Tim Hortons — Restaurant in Oakville

Insensitive, unprofessional staff and horrible service. Misleading information on mobile order app. Will never go to this location ever again, so disappointed and disgusted with the treatment I received.

This morning I and my little sister decided to go on a walk to grab a coffee from Tim Hortons. I heavily use the Mobile app because of its convenience and ability to order ahead of time, so we initially planned to go to the Sobeys Plaza location right across the street from this Tim Hortons. But, we realized that I could not pick up my mobile order from inside the store; I could only pick it up through the drive-thru. So we settled on this location since it had in-store pickup available for mobile orders. I ended up ordering two lattes, using a promotion code that allows me any free drink of any size. But, when we showed up at the location and asked about our order, we came to find out that that location doesn't serve lattes at all, even though on the app I was able to pay for it, receiving no alerts of this information at all. The employees stated this as though I somehow should have already known about this. I immediately felt guilty for some reason? The manager then tells me that the only thing to do is get a refund, which she struggles with until an employee helps her. During this, no one ever apologized for this mistake, nor did anyone offer other alternatives such as providing another drink of the same value. Instead, the whole time I felt it was my own fault for making this mistake instead of the actual location's fault. The store/management should have advertised the items they do and don't have available at that location (I do know for a fact that the other places I've been to before alert you when they do not have an item or don't make it when you try to select it). We ended up waiting around 5 minutes to receive my refunded money, losing the reward promotion I used on the purchase and no offer for something else, so we left empty-handed and very disappointed in...

Drive through: Ordered a turkey sandwich with honey mustard, ranch and cheese ( keep in mind it already comes with tomatoes and lettuce). 1.Got turkey and bacon! (this isn't the first time and I understand why this confusion might happen) Drove back around to asked for them to fix my order. Got my order with no Tomatoes and no honey mustard. ( This time I checked it infront of them while still waiting in drive through) notified the young gentleman at the window. Before checking it he insisted there where tomatoes in a rude way. I got him to open it infront of me and show me where the tomatoes are. He quickly realized there weren't any and went to make me a new one, without apologizing for the time waited or his falls accusation / rudeness. Got my sandwich for the third time and upon inspection, half of the bagle had no turkey! (I have never seen that before) at this point I assumed they were playing games and had enough. I asked for the manager and got a supervisor as the manager was not there. The young lady took my order all over again and prepared it for me. I got my bagle and everything was on point! She handled the situation quickly and effectively. That's why I gave 1 star for what could of been Zero.

Conclusion: it took 3 tries and 4 sandwiches plus 10 extra minutes to get a simple order right.

Moral of the story is: although it is common for orders to be mixed up or misunderstood always check you order even if it was "fixed".

The lesson I hope the staff learn is if you mess an order up, PLEASE! Take the time to get it right the second time. There is no need to continue making sandwiches haphazardly and wasting valuable customers time and store...

Dear Tim Hortons Customer Service,

I hope this message finds you well.

I am writing to express my deep disappointment with the service I have consistently received at your Tim Hortons location at 1499 Upper Middle Rd W, Oakville, ON L6M 3G3.

As someone who visits this location 4–5 times a day due to working nearby, I have always appreciated Tim Hortons as part of my daily routine.. However, during my visits to this particular location, I’ve often felt unwelcome—especially when placing a simple request to have honey in my drink.

Each time I place this order, I notice that the staff seem annoyed or unhappy with my request. Wanting to make things easier for them, I even asked to have the honey served on the side instead. Despite this, Miss Kur insisted that I pay extra for the honey, which I agreed to without any issue.

Unfortunately, the manner in which Miss Kur and some other staff handled this situation was embarrassing and disrespectful. Her tone and attitude toward me—especially in front of other customers—left me feeling humiliated. As a long-time and loyal customer, I believe no one deserves to be treated this way.

This experience has made me feel extremely uncomfortable, and I am now reluctant to return to this location, despite it being the most convenient for me.

I kindly ask that you look into this matter seriously. I believe every customer, regardless of their order or frequency of visits, deserves to be treated with courtesy and respect.

Thank you for your attention to this matter. I hope to hear back from you...