Tim Hortons — Restaurant in Ontario

alright so i came in last night at about 10:15pm ish last-night to grab a coffee as i had to stay up all night to complete assignments. i get to the drive thru, theres one person ahead of me, nobody in the store, and i was already patiently waiting for a minimum of 5 minutes while thinking it seemed to be taking quite a bit of time for only one customer. anyways i get to the window, and the lady quite literally screams at me “I’LL HELP YOU IN A SECOND.” my friend being with me went “…holy” and we were both taken back and just kinda laughed it off and made a joke about it because we didn't even get one word in and she was so hostile? 😭 and it wasn't even busy ??? like literally three minutes later she gets to the window again and quite literally screams again, “WHAT CAN I GET YOU?” super hostile and passive. taken back again, and with my passenger and i being uncomfortable at that point, i decide to tell her “never mind, i’m uncomfortable, i’ll don’t want to order here anymore, i’ll order elsewhere” and proceed to drive up to the window to ask her for her name. i gave it two minutes and she was avoiding coming up to the window. so after being patient, i honked my horn and she came up to the window asking me what i want. i asked her for her name as i don't appreciate being screamed at. she denied screaming at me, however my passenger and i were both taken back from it. and proceeded to refuse to give me her name and the window door shut. i honked my horn a few times and proceeded to get coffee from a different tim hortons. really rough experience lol all i wanted was an iced capp. anyways she was working at 10:15pm last night, August 13th 2025 - thin build. i thought this should be said because other customers shouldn't have to deal with this experience as i did; i felt super disrespected...

I had one of the worst experiences at a Tim Hortons drive-thru, and it left me feeling deeply disrespected and discriminated against.

It was a quiet afternoon, not even a busy hour. I placed two separate orders and clearly told the staff member that I wanted to use my Tim Hortons gift card only for the first order. She was distracted, talking with her supervisor or management team instead of paying attention to my request. When it came time to pay for my second order, I asked to use Visa, but she said she had already charged everything to the gift card. I calmly said it was fine, I just wanted a refund so we could redo the payment properly.

Instead of handling this professionally, she shut the window and started making insulting remarks inside with her team. Her tone was rough, dismissive, and extremely unprofessional. When I got the refund and tried to clarify payment again, she became more rude and confused, saying things like “are you paying or not?”—as if I was at fault for her mistake. I even asked her politely why she was speaking to me in such a tone, but she continued to treat me with disrespect.

As someone who has been living and working in Canada for 3 years—including at Tim Hortons myself—I understand the stress of the job. But that is no excuse to bark at customers, especially when they are speaking politely and simply trying to clarify a payment issue. The way she treated me felt like more than frustration—it felt like racism.

This was the worst customer service experience I have ever had in Canada. Tim Hortons needs to seriously address staff training, professionalism, and sensitivity to ensure customers of all backgrounds are treated with dignity...

The Service is outrageous and the customer service is just as bad. I’m usually the first person to offer people the benefit of the doubt but in this case there was no way that this should ever have come to this.

I will be writing a letter to the store owner as well, as I feel this is very important to make people aware of who represents Tim Hortons and especially when you have your largest promotion of the year. “Rrrrrrrroll up the Rim”

This Particular Tim Hortons has a Drive Thru. I went there tonight (Feb 24th 2011) at 9:10pm to pick up a couple of Tea's (1 Chi Tea and 1 Steep Tea). To my surprise there was no steep tea and the person on the mic told me that they would need 5 mins to make a pot. (If Coffee is fresh every 20mins why not do it for Steep Tea?) Regardless I did not order my Steep tea and sat in line for another 10 mins before reaching the window to which I was greated by the lady saying "I know you've been waiting more than 5 mins but I haven't had time" I then asked for a comment card and she said "I'll have to walk across the store to get one" I said "that's fine" now I am not one to just rant but this is not the first time. (however it is becoming close to the last time for me. Liked: Food Disliked: Service, Atmosphere, Value “

Hindsight is always 20/20 I've been back to this Tim Horton's on numerous occasions and I think that we as individuals are sometimes to quick to write a poor review and too busy to write a positive one. I have adjusted the stars according to my service and perhaps one day I can raise that to the 5 star service it and many other...