Tim Hortons — Restaurant in Ontario

Wow got 2 extra toasted bagals one with extra butter 2 large coffee and 10 pack of plan Timbits. So it took me over 10 minutes of waiting for the bagals . Got my order hit the highway and ready to eat some brekky. So we proceed to have our breakfast opened the bagals and omg! The person working the toaster toasted the bagals then buttered them then put them either in a microwave or back into the toaster? What happens when you do that? The bagels turn into croutons. They were so hard you couldn't bite them! Then it comes down to the Timbits. They're the worst Timbits I've ever eaten in my life. Like totally different tasting than any other plain Timbits I've ever had. Really really really sweet and not much flavor.. Contacted head office and they said someone would be getting in touch with me. Week goes by. Nothing full contact from anybody at Tim's. I recontact head office and she tells me that I should have talked to the manager or the owner. I'm on a road trip like I'm going to cut off the highway. Take the next turn and waste an hour. Makes my 4-Hour road trip into a 5-hour road trip. What kind of service is that? You people at head office need to give your head a shake. You like taking people's money and then serving them crappy, food or crappy coffee?. I'm getting sick and tired of receiving crappy coffee and crappy food. From Tim Hortons and I don't imagine I'm the only one. I tried to support Canadian. How do you expect me to support somebody that serves me crap. They either need to train their people properly or they're hiring the wrong people. Pretty simple job to toast a bagel and pour coffee! So head office gives me a thousand points is it which is a measly $5 in which it cost me $10 for the order? I didn't ask for anything except for the food and coffee that I had ordered and paid for with my hard-earned money and didn't receive what I paid for. Wake up Tim's and smell the coffee!! Yes I did contact customer service and nothing has been done!! They contacted me today and tell me that I can't get refund unless I talk to the manager? The manager is 4.5 hours away!! Customer care has issued me a refund but be aware check your order...

I want to paint a clear picture of real disappointment. This was my second time visiting this location. The first time was a solid 5-star experience, so seeing things fall apart so quickly was frustrating.

There were four employees working, and everything seemed to be running smoothly. Then someone in the drive-through complained that their previous drink was wrong or missing. Instead of resolving the issue quickly, the woman in charge pulled all four employees to the back to investigate. That decision made no sense. Even if she thought the customer might be lying, is it really worth disrupting service for everyone else just to prove a point?

She should have just apologized and made the drink. Instead, she left the front completely unstaffed. The employees who were helping inside customers were pulled away too, which caused a major delay. People behind me actually gave up and walked out. It was a mess.

Eventually, after wasting all that time and still not proving anything, they just gave the man his drink and returned to helping customers. But by then, the staff seemed tense and defensive. When I politely asked to pick up my order, they got argumentative.

Leadership at this location has clearly failed. Prioritizing a pointless investigation over real-time customer service caused a chain reaction of problems. This place needs a new manager and better policies. Sacrificing the experience of dozens of customers for the possibility of catching one person in a lie just isn’t worth it.

I hope corporate investigates this, because the difference between my first and second visit was...

My favorite Tim Hortons branch seems to have been ruined for me owing to a traumatic experience from an employee's behaviour. Yesterday evening on the 25th of June 2024 at 7:55pm I went to the 2260 Princess Street store Kingston K7M 3G4, and usually the store is fine hence I noticed the difference in the ambience considerably. The restaurant smelled really bad. Like, eggy but something else too. I told the staff that the smell isn't ideal here today and someone called "Michelle" (who had a mask on but the other staff 'indian' said her name's Michelle) tells me "you don't have to be here if you don't want to" I was shocked so I asked her to repeat what she said in case I misheard and she repeated "you willingly came inside, it's your choice to not come here". This is a pretty unusually sad experience for me. I haven't been talked to this way ever. Not just from a customer service perspective but I haven't heard something this rude from anyone in Kingston forever. I honestly had heart palpitations....