Tim Hortons — Restaurant in Ottawa

Dear [Tim Hortons Customer Service / Civic Hospital Food Services Management],

I am writing to formally express my concern regarding an unpleasant experience I had at the Tim Hortons located at the Civic Campus on Friday, May 16, 2025, at approximately 3:29 PM. I placed a pizza order at the counter, and although my order was the only one visible on the screen, it took several minutes (approximately 3 to 4 minutes) before the staff member began preparing it. During this time, I requested a wooden knife, as I am a vegetarian and prefer to use it when cutting my food. The employee at the bar — a woman of Indian descent wearing a mask, whose name tag was unfortunately unreadable — responded rudely and insisted there would be a $0.20 charge for the wooden knife. This surprised not only me but also other employees at the location, who expressed confusion about this charge, stating they were unaware of such a policy. Despite this, the woman insisted on the charge and continued to behave in a disrespectful manner while I waited for my Iced Capp. For context, I previously worked at Tim Hortons from October 2023 to September 2024, and during that time, there was never any charge for cutlery. My brother is currently employed at a Tim Hortons and he has also confirmed that customers are not charged for basic utensils such as knives. Additionally, I have observed consistently poor customer service from the staff at this location, particularly toward me. As a security employee at the Civic Hospital, I frequently witness this behavior. This location also does not provide napkins with food orders and never stock them in the self-service area, which further reflects a lack of basic customer care. I hope this matter will be addressed appropriately. I kindly request a review of this incident, clarity on the store’s policy regarding utensil charges, and an improvement in the level of customer service at this location. I appreciate your attention to this matter and look forward to a timely...

I ordered 2 roast beef craveables. The new employee making my sandwiches reheated the roast beef 3 times (15s,56s,50s) before starting my sandwiches. While trying to put the sauce on my sandwiches he noticed there wasn't much left so he took to off the lid and tried getting it on the sandwich. Instead it landed on the produce inside the counter, on the counter and a little on the bread. I stood there wondering what he was doing. He continued by adding the top of the sandwiches. I stopped him by saying there were ingredients missing (cheese and crispy onions).He got abrupt with me telling me that there was no cheese that went on that sandwich. He then abruptly added the crispy onions on my sandwiches. I again asked him to add the cheese. He was upset and told me no cheese went on the craveables. I pointed out that even on the screen it showed the cheese. He raised his voice at me again while throwing his hands up in the air saying that he knew how to do his job and for me to mind my business. Other clients then advocated for me saying that I should be getting what I paid for and especially for the time he's been making me wait. He turned his back on us threw my sandwiches in the bag and put it on the counter. I was told that I should put in a complaint by another client and I said I would be. He told me to wait for the manager angrily! I waste my whole break (30 mins) for horrible customer service & food that I paid for made wrong. I will NEVER go there again!

I will make sure to tell my colleagues my...

I go here often as I have a family member in the ICU at Civic. The food display is dirty and today I witnessed some unsafe/concerning food handling practices (my first time seeing this but it makes me not want to go back). I also waited 15 minutes between ordering and receiving my food because they appeared to be training staff - no big deal, BUT my order just sat on the counter where they were making pizza getting cold for almost 10 minutes before they made the soup. It looked like the young woman with the Tim Horton’s coffee cup tattoo was doing the jobs of everyone else because three people were either new or needed assistance (give her props and a raise!). Another customer had her mobile coffee order stolen (I get that this happens) and they took at least 10 minutes to remake her coffee (I left and she was still waiting). Staff is overall friendly but service is very slow and depending on what day you go the food quality...