Tim Hortons — Restaurant in Ottawa

Definitely the worst location in the city. Management obviously doesn’t care at all because we all keep going back for the convenience anyway. I’ve been coming here since it opened (and lately for convenience really). I found the younger/high school people to be the friendliest over the years, but lately it’s been meh. Do they get your coffee order right? Meh, sometimes. Do they usually have a good selection? Meh, sometimes. When you drive up to the window, do you get a greeting at all? Not really. Do they at least tell you your order amount before sticking the debit machine out the window? Nope. A thank you or a response when you thank them? Ha, nope. One morning, I went to go through the drive thru, and a sign said “cash only in drive thru”. I parked and went in since I didn’t have any cash that day, and stood there waiting for someone to talk to me for at least 2 minutes while the staff member sat on their phone. Eventually someone from the kitchen noticed me standing there and came out to tell me they are only accepting cash inside as well. (I thought it was weird that the sign specified “drive thru”.) Dec 2021 update: I’ve been here 3 times this week and you guys have been out of Tim bits every time. Wow. 4th time and there are 2 types available. Update: I haven’t had a correct coffee order in the last handful of times I’ve been here. Even when you confirm your coffee order when you pay, they shake their head and agree with you, and hand you something different. Update again: Here purely for convenience... asked for an extra sweet iced coffee (not sure if there’s any sugar in it at all) and a toasted bagel with butter and there’s butter on maybe 1/4 of the entire bagel...lol how is that that hard? Update… again: Last week we stopped on the way home for 2 hot chocolates after a long cold walk. Got all the way home and realized they were actually French vanillas. Today I went to get some coffee and Tim Bits, and they were out...

Three consecutive times going to this drive thru. Two of these times I ordered the bbq crispy chicken BOWL plus a chili and sometimes a drink. Trip #1 I get to the window and they give me a wrap instead of the bowl. I check with my son who confirms I ordered bowl. I tell them and I am asked to wait in the parking as they would make the correct bowl. I had to go in after 10 minutes to ask for it. They did repeat the order but had not entered it to show on the order screen before telling me to drive up. The second time, again I ordered a bowl and got a wrap. I told them what I ordered and the person went away from the window so I am thinking they are correcting it. Nope! Instead, after five minutes another person comes to the window and starts clapping her hands at me saying this is six times now I’ve done this and they are not doing this anymore. And I have to stop. I was completely shocked and in disbelief. The way she treated me as a customer and accusing me of having done this six times when it was the second time THEY screwed up my order. I gave them one more try today. Ordered the wrap this time because I’ve given up any hope of getting a bowl. This time they have the order on the screen before I drive up and the total. I get to the window and the price is different, less actually so I thought I may have seen it wrong. They give me the wrap -I’m thinking this is good. As I’m paying, my son takes a bite and says it’s not what we ordered. Instead of given me the bbq crispy chicken wrap, we got a plain chicken wrap, only with lettuce and mayo. Not even close! I inform the staff and they just smiled and said oh they just made a plain wrap. What the hell??? Staff need better training, listening and above all customer service skills. This is nuts. PS I also tried to go to the link that is suggested in responses for other reviews left here and it keeps bouncing me back here so left this...

I went to Tim Hortons location (3691 Strandherd Dr, Nepean, Ontario K2J 4G8) today (July 03,2023) with my family and we chose to drive thru at around 4 PM Eastern time. We ordered a plain bagel and went to the cash counter in the drive thru to pay and take our order. I asked my wife to check the order just to make sure it's correct as our 4 years old son only eats plain bagels and we have faced issues in the past regarding receiving different (someone else) orders, mistakes happen, we totally understand that, so we just wanted to be sure. The next second the lady named Kakul who was collecting payment in drive thru started screaming/shouting at us saying we need to move right away as there is a big queue waiting, I asked her to be polite and tried to explain the reason why we are checking the order but she seemed restless and was not ready to listen (maybe a bad day for her but still not enough to justify her behaviour). She continued shouting and justifying her anger. I found Kakul to be very unprofessional, bad attitude, lacking basic customer service and extremely rude. Will surely avoid this Tim Hortons location in the future. Luckily I have a dashboard camera in the car and all the conversations were recorded. I will try to reachout to Tim Hortons higher management to make sure no one else faces this issue again.

Although it's a great Tim Hortons location, I have always loved going there. But today's experience was just the WORST and that too because of one WRONG employee. Please provide essential training to employees like Kakul or consider replacing them. A person with a right mind set has to keep his/her customer at the top priority for any business to...