Tim Hortons — Restaurant in Ontario

After waiting in line for 40 minutes, and then placing my order, I was then informed by rude staff members that the app is not accepted at this location. When asked why not, I was told that they are not a real Tim Horton's even though they are a division of the TDL group and offer the same menu as Tim Horton's. I then asked them to discount my order to reflect the offers in the app, I was then laughed at by a different employee who was just standing around not doing anything other than being nosy and not helping with the situation. I was then confronted by an even more disgustingly rude supervisor and was told to either pay for my order or step aside. After a brief exchange with her, I then asked to speak with her boss. A lengthy discussion with the franchisee Kim Adair, was even more unhelpful and her condescending explanation of how her Tim Horton's was different from other locations was chocked full of b.s. She boasted about owning the Starbucks on campus, the pita pit, among other places located on campus. As unimpressive as that is, I then suggested that there should be a sign indicating that this location doesn't accept the app, there are signs indicating that they don't accept cash. I was then told that she would have to speak to the university to see if that would be allowed. I find it strange that you would have to ask the university if you could hang a sign indicating that your restaurant doesn't offer a particular service. I asked for her to honor the offer in the app, I was told no, there was no way for her to discount my order. She then offered me a complimentary beverage of my choosing. WHAT!!?? ARE YOU FOR REAL LADY?? You "can't" discount my order but you can give me a free drink?? That makes absolutely no sense. I've been to some terrible Tim Horton's in my day, but this place is the absolute worst...

Do you like cold coffee and bad service? If so, this is the Tim's for you.

I've been to Tim Horton's outlets across the country and I think this has to be the worst. During the school year, the line will take you 20-30 minutes to work through. They are equipped with an Express Line for beverages only - they have the register and sign for it and everything - but for some reason decline to use it. I have witnessed how this has caused confusions sometimes, with people standing uselessly before the register, with none of the staff re-directing them.

I have often thought that their disregard for lines, when there are unused registers, bespeaks an utter lack of concern for their clientele - most of whom, of course, are students. Obviously they are not short on business - they should hire more staff during the year, if need be.

In my experience the staff is polite to customers but rude to each other - it can be awkward to witness their sniping and undermining each other, their caviling and hostility. It should be noted that this is a Sodexo establishment, and this being Kingston, many staff are probably recently released from one of the many correctional institutions.

Chaos prevails at this franchise and for that reason, perhaps, the coffee is never hot; their selection is poor, especially at the end of the day (no decaf, etc.); and they can't seem to get it together to get the Express...

What a dive this place is.. Forever slow service, always out of things, Iced Cap machine always broken, never have iced cap toppings. Got there at 11:40 Sept 27th; stood in line for 20 minutes to finally order my Iced Cap. First thing they told me they didn't have chocolate or hazelnut syrup. I asked to substitute with whatever is available. Wouldn't you know.. They come back telling me the machine is down. When will someone at the top do something about this place. You have people on tight schedules and half the time customers are turned away because of poor service or shortages.. And rest assured I can expect a reply for the "owner" with an apology and recommend I fill out a form through Tim Horton's website. This automatic response is the same at every location I've issued a negative review. That shows you that they don't care. They never do. Either close the place down or have someone from Head Office to go down rattle some chains. I'm sure he/she won't give that place...