Tim Hortons — Restaurant in Ontario

I want to give 0 star if I can. BEWARE: BAD MANNERED EMPLOYEES

I went there on Dec 22, 2018 to get a bagel BELT and chili. When I asked if I can combine the two as a combo, the cashier asked her colleague (Caucasian woman with black hair and tongue piercing) for help. But, before I paid, the cashier said the combo doesn't apply to chili. So I said OK.

When I got the food from the colleague (the same person who helped my cashier), I was missing a bun for my chili. So I asked for it. The colleague said 'If you want the bun, you have to pay extra.' But, since I didn't get the combo, my bun was supposed to be included in the price. So I said 'Ask the cashier what I paid'. Instead, however, she called her manager. The manager and the colleague didn't even bother to ask the cashier for what happened. They just kept saying I have to pay extra for my bun in a VERY RUDE TONE. Since there were so many people in the store, I just went home.

Then I checked my bank record, and downloaded Tim Hortons App to find the single prices for bagel BELT and chili (the price with the bun). AND, OF COURSE, THE PRICE I PAID WAS SUPPOSED TO HAVE THE BUN!!!! IT WASN'T THE COMBO PRICE I PAID.

So, I went back to the store and asked for the manager. I showed her my bank record and the App price. She acknowledged that the bun was supposed to be given. Since I was so offended by the colleague, I said I want an apology from her. It looked like the colleague was offended when the manager said 'the customer wants an apology'. The colleague did end up saying sorry to me, but she said it in a VERY RUDE WAY. IT DIDN'T SOUND LIKE AN APOLOGY AT ALL. That employee is a VERY RUDE AND ARROGANT PERSON WITH BAD MANNERS, and SHE DOESN'T ADMIT HER MISTAKES. I seriously think she should be fired. This whole thing wouldn't have happened if the colleague just simply checked with the cashier before blaming the customer.

I want to Tim Hortons website to file an official complaint, but their Complaint section doesn't work.

Overall, it was a very unpleasant experience, and I will never go back to this...

On Tuesday, October 21, 2025, at around 6:55 PM, I visited your Tim Hortons location at Clarke and Trafalgar (International). You can also verify this incident through CCTV footage.

I placed an order for two bagels and one medium double double. While the bagels were being prepared, the counter staff handed me the coffee. When I took a sip, it was both cold and hot at the same time, clearly not freshly made. I immediately returned it and politely asked why the coffee was like that. The staff member took it back but then ignored me, started serving other customers, and made me wait unnecessarily.

After a while, another staff member came and asked what I wanted. I explained that I had already returned my coffee because it was not drinkable. Unfortunately, the whole experience was very disappointing and unprofessional.

I regularly buy coffee from Tim Hortons and have never complained before, even though small issues happen sometimes. But this time, the service and attitude were unacceptable. We pay for quality coffee and good service, not for such experiences.

I hope you will address this issue with your staff to ensure proper customer service in the future. Honestly, after this experience, I am reconsidering where I get my coffee — maybe from other places like Starbucks or even local gas stations — because this was truly disappointing.

Thank you for your attention to this matter. I look forward to a response and hope this issue is...

I don’t really eat or buy drinks from Tim Hortons. I don’t come to this location, but I had a few incidents. A couple years ago, I bought a Boston cream donut and other drinks on the menu. I found a piece of woman’s hair (brown colour, around 10 centimetres long). Do you inspect your employees to have hairnets on while on duty and a clean service not serving anything that is contaminated? Tim Hortons should not try so hard to be international and competing against other companies making their own bowl meal that is not high in quality hence I would rather eat at Chipotle the one at the plaza across from Masonville Mall. It is disgusting finding a piece of someone’s hair on someone’s food. If I ever find a piece of hair or anything that is foreign objects in my food at any restaurants then they will not get my business. Other than the hair incident, the iced cap and the service is decent. The drive-thru is long as 30 metres. This is why, I would rather make my own tea and coffee at home not dealing how they make it not doing the job correctly. I hope this lesson will value about customer service and growing a successful business. No one wants a single hair on their food. Clean interior but also the east end of the...