Tim Hortons — Restaurant in Ontario

During the Easter long weekend, I was on a road trip from Toronto and stopped at a Tim Hortons for a quick coffee break. I ordered 2 small steeped teas, 1 medium white hot chocolate, and 2 empty cups. In a hurry, I didn’t double-check the screen before paying.

After receiving only 1 tea and 1 hot chocolate, I mentioned that I had ordered 2 teas. The staff member told me I had only paid for one. When I offered to pay for the second tea, she told me to go back in line, which felt unnecessarily rude. While I stood there unsure what to do, someone kind at the counter paid for my second tea — a gesture I truly appreciated.

Shortly after, I realized the hot chocolate given to my kids wasn’t white hot chocolate, as I had ordered. I went back to clarify and even said I didn’t want to exchange, I would just pay for the white hot chocolate. But the same staff member didn’t fully listen — she just cut me off and said, “We don’t exchange,” and walked away, ignoring me. I felt dismissed and disrespected.

Thankfully, another associate was much more helpful. She understood the situation, told me to throw the first drink away, and gave me the correct white hot chocolate without any issue.

Adding to all this, when I asked to use the restroom, the same first staff member rudely said it was closed for cleaning. But at that very moment, the cleaning person came out of the women’s washroom. I asked if I could use the men’s, but she still refused. It just felt like she didn’t want to help at all.

What really stuck with me was that unexpectedly, I was also charged 20 cents for the empty cups — more than usual. In most places, when I ask for a small empty cup to share a drink with my kids, they charge 10 cents or sometimes even give it for free. That unusual charge is what initially made me look at the screen and realize the order was wrong in the first place.

I understand mistakes happen, especially during busy times, and I always try to be patient. But this experience left me feeling unwelcome and uncomfortable. The staff member’s behavior felt cold, dismissive, and — unfortunately — discriminatory. I tried to convince myself maybe I misunderstood, but if someone consistently acts like that, it’s hard not to wonder.

Even now, when I see the Tim Hortons sign, I feel uneasy. I hope this feedback helps improve service quality and customer care at...

My husband went through the drive thru to grab coffee before work like he usually does. His order was $11, but when he got to the window he tried tapping with the app and the person working the window said no that payment doesn't work, and made him tap his bank card so my husband tapped his bank card. Turns out we were charged twice.

He went back in to get refund on his order and the staff and managers were rude and told him its not their problem he has to contact the app. So we contacted the app and they said its not on their end, to contact the store, so i called the manager back and told her that and she said she would look at her report and call hack at 10 am, 1pm rolls around with no calls back, so i called back and she said she called me back but i didnt answer, but i have 0 call logs of her calling, so i called her out on that and she proceeded to tell me that its not her issue they didnt double charge us to call my bank. I told her i wasnt calling the bank, its not their issue. They made us tap twice. Once on the app and one on the bank card. The bank didnt double charge me, tim hortons did.

I contacted customer support again and its been a week with no resolution. The staff and managers at this location are rude, dont care about their customers they blame them for their mistakes and dont train their staff appropriately. They take your money and than yell at you after. Time for new management, but head office should also give their head a shake for allowing this behaviour and stealing from their customers. No one wants to take responsibility for their actions. Very poor customer service.

This location was near my husbands work so he was usually going to this location 2-3 times a day for coffee. We will not...

Worst experience ever. Came up to Brockville few times last year for work, (church events the workers were so rude as I took the train up I had a small wheel in suitcase and I was dressed in a suit, went in to get a coffee and use the washroom I was stop and told my suitcase or purse could not come in to the washroom with me, my time of the month I didn't to bring in woman products with me, she checked my pockets and I had to show her and everyone in the Timmy's my tampons, so embarrassed never experienced anything like this in my life, I dont know anyone who would leave there wallet and I'ds credit cards and suitcase at a table or in front of a door, when I questioned them, so rude Im calling head office these woman should not be working here humiliating costumers, owners why are you alowing them to abusive ppl? To the Owners you have daughters what would you do if this happened to them? how would anyone feel? You need to hire new staff making me show you so everyone can see my tampon???? Sick there's so abusive your works are so abusive and you hired them and keep them, but owner if your kids were trended like that what...