Tim Hortons — Restaurant in Ottawa

3 out of 5 times there's a mistake. Extremely inconsistent. Ordered 2 cold brews, one was dark and tasted sour, not bitter (how is that even possible?), and the other was made fine. I called them and returned an hour later for a refund but they refunded the happy hour price saying there's no other option as the system has that price set from 2-8. I ask them what we should do to solve this, and they have no answer.. It's not okay to for a customer to return to waste more time and gas on a mistake on your end. The only exception is if theres compensation involved.

As a business, understand that if we paid $4 dollars, we are expected to be refunded $4, no exceptions. It is not my issue to figure that out for you on your POS. I try to explain this to the Assistant manager "helping" me but they would not budge. They even gave an excuse and said its because of inventory control... We wasted 5-10 minutes arguing over this and finally they decided to offer a donut... so what happened to inventory control now?

I worked in restaurant management and frankly, this is the most ridiculous system and staff I've ever seen. The quality of Tim Hortons and their customer service has been getting worse each year. I've given this place countless chances after other incidences like the wrong number of timbits to drinks being made incorrectly but after this encounter, this will be the last. Also, learn how to speak professionally when interacting with customers. It may not be your first language but using polite words like sorry, please, and thank you will...

NOTE: UPDATE AT END OF THIS RATING.

Almost every item in our large order was incorrect and substitutions were provided.

We like some but not all of the bakery items at Tim’s. In the case of our order, the Tim Hortons substitutions provided were unfortunately ALL choices we do not like. This applies to all items in the order: donuts, muffins, timbits, and so on. Only a few were correct. I cannot comment on the drinks as we didn’t order any drinks.

Most of the food ended up in the garbage; what a dreadful waste! Further, this was a waste not only of the ingredients in the bakery items thrown out, it was also a dreadful waste of money. My partner and I were surprised that the Tim Hortons app provided no indication that our order had a single thing that could not be supplied. Very disappointing.

I do not recommend that anyone order by delivery from any Tim’s Hortons until Tim’s change their app to provide (1) whether they can fulfill the customer’s selection of every item in their order; and, (2) the chance to select from a correct list of substitutes, or get a refund on the item that Tim’s cannot provide.

UPDATE: There was a response to my rating from Tim Hortons expressing concern, and asking me to make contact using a provided URL. Despite having responded as Tim Hortons requested, Tim Hortons never did reach out to discuss what had happened with my delivery order. Clearly Tim Hortons had no intent to resolve anything. Tim Hortons rates: ZERO on CUSTOMER SERVICE. Again - very disappointing from a...

Absolutely awful place. Tonight is the last straw and last time I’ll be going to this location. They’re not on the ball when it comes to giving you exactly what you order. And if you’re worried about food cross contamination? Don’t eat here. Tonight I ordered a grilled cheese melt. What I ended up biting into was a grilled cheese melt with bacon. I did not pay the extra so this shouldn’t have happened. I do not eat meat. And I especially do not eat pork products as I’m allergic. Thankfully, I’d only taken a small bite and had some Benadryl on me. I went through the drivethru again and explained what happened. I was given a replacement and a “sorry” and that’s that. And, believe it or not, this is the last straw. I’ve ordered the same item on multiple occasions and have found the following within: Lettuce Tomato slices Hair Lettuce seems to be the most common. It’s not supposed to have any veg of any sort. And not to mention the service. It’s so slow (drivethru) I’ve often wondered if someone is working there at all. And many a time I get someone surly who doesn’t give you your total and only says to drive up. Lovely! I’m honestly surprised this location is still open. They’ve gone way downhill. Avoid at all costs. And if you want coffee? Go to the McDonald’s across the street instead. At least there it doesn’t...