Tim Hortons — Restaurant in Ottawa

Terribly disappointed with overall service at this location (thankfully, I rarely visit this location).

I went through the Drive-Thru Wednesday, February 19th 10:00 a.m. I ordered a box of 10 Timbits. I noticed the price had increased some 8% over the last time. I asked if there was a recent price increase and was told the increase was due to the expiring HST tax holiday. Really? Actually incorrect! I have never paid tax (before, during and after the recent GST tax holiday) on Timbits at other locations. Secondly, I was over-charged (paid $3.27, checked with other locations who current charge $3.19). Not such a big deal, but it's the principle. I decided I would help myself to a few Timbits in the parking lot before heading on my way. To my surprise, I discovered only 9 Timbits in the box and not 10. Went inside and explained the shortage to lady at the counter. She took my box, inspected it and promptly added the 10th Timbit. No apology and with attitude.

When I got home later in the day, I thought I should report this poor quality service; error in food order; and the lack of common sense and courtesy at the counter to Tim Horton's Corporate Customer Care. That was a week ago. The person taking the call took the report and indicated that it would be submitted to the franchise owner. As of today (a week later) no callback, no simple apology, or explanation for screwup or rationale for providing inaccurate information.

I will make all efforts to avoid going back to this location. I do not need the aggravation. They do not deserve my business, irrespective of how small it might be.

EDIT FOLLOWING RECEIPT OF OWNER's (standard, scripted) REPLY BELOW: Classic passing the buck! Owner takes no responsibility or accountability for HIS staff's action.

As recommended by the location owner in his/her reply, I tried several times to reach out to Tims Guest Services team to report my experience. Don't waste your time. The Guest Services team is useless. They have no authority or oversight of what happens at the individual locations. They merely refer the issue back to the location owner. You will only get further frustrated and into an endless loop. What a joke! Instead of treating customer complaints as opportunities to improve the customer experience, they merely frustrate and stonewall you.

It is my experience, that the franchise owner of this location is a steadfast believer of the "deny, delay and dismiss" strategy. That is the way they deal with complaints. Have a read of the answers to other complaints. The replies are all the same (they refer you to Guest Care Team). Save yourself the trouble and aggravation, you will be caught in a...

😬Not all tim hortons are the same but this one is something else😞 very bad customer service, the people are not welcoming, they don't even say welcome to Tim hortons. for whatever reason they all look like they don't like their job, I mean I love Tim Hortons I will go back to that one maybe(closest one to my house 😒),,, but I wish those people that work there would be a little bit friendly, they all look too serious. Maybe sometime you'll find one out of the group that doesn't work all the time that's nice.I know what I'm talking about because I go to Tim hortons every morning pretty much, Maybe the drive-thr service is better because they're still have to say welcome to Tim hortons how can I get your order😁. all I'm saying is that Tim hortons is a place that I go and I find friendly people , you would order your coffee and at some time you would have a conversation with one of the staff member as quick as it go because it is a fast place, the kind one will say something like: ooh i love your hair Or is a beautiful today. short true story I was with my toddler one day it was raining really bad and I had no umbrella one staff saw me she gave me her umbrella and that was very kind of her she didn't have to do that, I know anyone could have done it not just because she's from Tim hortons but that's the experience I have with Tim Hortons workers, that's what I'm used to of any other tim hortons, now I'm not saying you won't find bad service any other day,but this one honestly the people...

Edit 01/01/2025: Despite reaching out as recommended in the reply, and customer service saying they would reach out to the owner to rectify, nothing has changed. They continue to forget to add espresso to my ice cap. The employees are also always rushing and rude. Today for example I went through the DT around 5pm. I ordered two drinks and felt rushed as the employee kept saying “is that all?”. When I got to the window I remembered that I wanted a muffin, I asked the employee, she rolled her eyes and sighed. Then said “we aren’t supposed to take orders at the window”. I replied with “I forgot, and you guys always forget things anyways”. She was so rude and I asked if her manager was there but she didn’t answer me. This place is deplorable and they need a serious change.

If I could give less than one star, I would. Unfortunately this location is close to me and on the way when I head out. Came in to do take out today at the kiosk and it was so slow, then they told me the only bagels they had were four cheese (I wanted plain or sesame or everything). This Tim Hortons is always missing something. Whether it be bagels, tomatoes (I ordered a BLT one time and they didn’t have tomatoes), potato wedges, etc. It’s always dirty and the staff are always grumpy. One time I was still waiting for food at the drive thru and the cashier told me “Bye!” and I had to tell her we were still...