Tim Hortons — Restaurant in Ottawa

I am here a few times a week as it is very close to my home and my route to university. That being said, both customer service and food are lacking at this location. Easily one of the worst Tim Horton's I have ever been in across Canada. Consistently rude, burning food, making mistakes with orders, and having dry, old, hard food that should have been thrown out hours prior. Also if you go between the hours of 9am-12pm or 3pm-5pm there is always a lineup out the doors because for some reason they constantly only have 2-3 staff working at a time. Staff are often overwhelmed and yelling at one another and I have witnessed on numerous occasions the staff being harsh and swearing at one another for mistakes and slow service.

Most recently myself and my girlfriend went in on a Sunday morning around 11:30am, stood in the line of about 15 people outside and by the time we made it inside and ordered (Farmers breakfast wrap, muffin, and 2 coffees) they had ran out of ingredients for multiple peoples food and instead of offering replacement items they proceeded to tell people what they were getting instead of what they had ordered. We waited almost 15 mins for a wrap, muffin, and 2 coffees and they forgot the muffin, which ill admit is normal and fine but it was the service after that got me. When my girlfriend simply asked if she could get the muffin the staff member proceeded to rudely reply "yeah i guess its coming" and went and got it, slammed it down on the counter and proceeded to tell the guy beside us that his food wouldn't be able to be prepared and told him he was getting a muffin instead of his potato wedges. along with this a customer who had ordered and ice cap had their drink slammed onto the counter so hard by staff that the lid popped up and ice cap went all over the counter.

This is a normal day at this location, I have seen situations similar and just like this more times than I can count since moving her...

If I could put zero starts I would. I ordered today online and request a medium iced Capp made with almond milk and no whipped cream as I do have a dairy allergy (more specifically lactose - no I am not intolerant, I have an allergy). When my order arrived it was clearly made with 2% milk and had whipped cream on it. Mistakes happen but this is a constant mistake and can be very frustrating. When you order an iced Capp with almond milk there is a very clear color difference due to the milk. 2% milk gives a light Color where as almond milk gives a dark Color similar to the iced Capp base. Upon speaking with the manager on duty they advised me I was wrong and the drink was definitely made with almond milk. I reiterated to her that although I appreciate where she is coming from the drink was most definitely NOT made with almond milk. She told me again she specifically watched her co worker make the drink and it definitely had almond milk. She explained he used more almond milk than normal and that was a result of the Color difference. She said she couldn’t do anything for me and that I needed to go through the app. If you are dealing with an allergy I would think you would handle these situations a little more seriously and it’s frustrating to see that this is how the store manager believes is appropriate to deal with these matters. I took it upon myself to walk to my closest Tim’s location. I explains the situation and they were extremely apologetic for an issue that wasn’t even their fault. I got my iced Capp and as you can see by the photos, there is a vast difference. Instead of defending your employees when you are clearly wrong, maybe try and listen and take the time to educate your team better. As mentioned, mistakes happen but when it is constant and dealing with an allergy, learn to be...

There are many Tim Hortons locations that go above and beyond in order to assist you and achieve the quality of services that you come to expect of customer service employees.

However, this is not one of those Tim Hortons restaurants.

Often busy, the establishment offers slow service, this wouldn’t be so bad, if the quality of their food, and lack of attention to their orders, were not so poor.

More often than not, this establishment will incorrectly make your order, often adding ingredients you never requested, a prime example is my wife’s coffee, a single extra large, with one milk and one cream, with a pump of caramel.

They consistently mess up the order, often not adding milk or cream, replacing the caramel with sweetener, or not adding it altogether.

Coffee is not the only thing they cannot manage, as their food is often lacklustre, either dry, undercooked or burnt. Often I order a bagel toasted, or a sandwich, and find my bagel to simply have a black ring around the edge and not be cooked within at all, sandwiches suffer the same fate, with bread being dry and crusty, and not as advertised.

My suggestion for this restaurant is to hire staff that care and pay attention.

There are two saving graces to this place, which is why I provided an extra star. A single staff member, Jordan and the manager, who simply wants her restaurant to work, but behind her back, it feels like her staff are not listening.

Unless I hear better, I’ll be getting my coffee from the McDonald’s...