Tim Hortons — Restaurant in Ottawa

We came in before we went on our 6 hour drive back to our home. When we were ording, they switched casheirs in the middle of our order, not sure why. My mom and me were in the mood for a toasted bagel with butter and cream cheese. I ordered an iced cap, a steep tea for my mom, and 10 pack of tim bits. We got our tim bits shortly after we ordered, and sat waiting for the rest of our order. They have no excuse for not knowing ehat we ordered since they were sitting there staring at the screen for a solid 5 minutes. The man that had a mobile order didn't even get his food. They were asking him what was in it when it's clearly presented on the screen. After they finished his order, they proceeded to erase everything on the screen, including orders they have not yet completed. We had to go up to the counter and tell them what we were waiting on. Then they finally decided to working our order. We got our bagels (with no cream cheese :() and steeped tea (which wasn't even hot :() but no iced cap. We reminded them yet again, and they finally decided to give me the iced cap I paid for. In conclusion this is not a recommended location to stop by if you are going on a 6 hour trip. The tim...

Probably the worst managed Tim Hortons I've ever been to. I've visited approximately 5 times recently and every single time it doesn't seem to matter if I place my mobile order 5 minutes, 10 minutes or 15 minutes ahead of time, they will not make it until I arrive - even if they're not busy with anybody else.

This morning I ordered my usual 1 black medium coffee a solid 5 minutes ahead of time. When I arrived, there wasn't a single person in the drive thru. No one was in the lineup when I went inside either. 3 staff were standing around doing literally nothing. 1 of them was on their phone. I could see my order on the screen. No one was in a hurry to make it or even care that I was standing there waiting.

Finally 1 employee came and asked if I was there for a mobile order. I said yes. Then they began asking what was in it 🤦‍♂️ It's literally on the screen...

The whole point of Tim Hortons is fast service. If you're swamped, I totally understand and am content to wait patiently. But what I saw this morning was just poor management and customer service. I hope...

The restaurant looked clean and new. This is where the positive part of this review ends.

The cashier was confused when asked if we could have a wrap without rice. He said that "the rice is mandatory". We assured him that we dont need any change in price, we just don't want rice in the wrap. He went to get his manager, who seemed annoyed at the question and assured us there would be no rice.

We waited about 10 minutes for our wraps. Upon going up to the counter, they had apparently been ready for some time.

As for the wrap and the rice, unfortunately, there was rice in the wrap.

Furthermore, we also ordered a farmers wrap that was missing a hashbrown. We brought this to their attention and they remade the wrap, this time missing the sauce. At this point we gave up.

Also, our donuts were squished into a bag. They tasted perfectly fine, just were crumbling immediately.

Overall, an annoying experience in our morning and I am left 20 dollars short and...