Tim Hortons — Restaurant in Pickering

Customer Service: 1/10 Order Accuracy: 1/10

It's a gigantic shame this Tims is closest to my house, because I seem to have problem after problem with them.

It started mostly a month and change ago when they gave me the wrong order, didn't apologize, and gave our actual 15 minute old order when we rolled back through. The manager had called to clear things up and offered us the same order - on the house. Which we didn't say no to. Granted, one of the things was for neither me nor my partner, but we would eat it nonetheless.

Last night, we took the time to walk down to get food for dinner. My partner was hungry and ordered 3 sandwiches for himself. I ordered one, and we ordered drinks. I'm lactose intolerant (slightly) so eating cheese causes issues, as does the smoothie. But I wanted one, it was a treat. I'm not upset about that.

What I am upset about is the following: I called in to place a complaint. And since 90% of my orders in the last several weeks have been wrong I was already livid. The same order we had paid for - that wasn't even complete when we got it - was simply not going to cut it. And coming all the way back for the sandwich they forgot was not my style.

I called in asking what they can do for me. For the past several months, my order time and time again has been wrong. Especially when I'm in a time crunch and don't have the time to go back. Normally, I let it roll off my shoulders and say whatever. She said if I wanted to come back, I could have whatever basically. Drinks, donuts, whatever (bonus: I asked for my breakfast sandwich to be made on an everything bagel I was told they have none, when I called back for this complaint - which was not even 15 minutes after I left - she said they had "plenty"). I wasn't sure if I would be in for the night as I was annoyed and not in the mood to head back. So I asked - several times might I add - if she wanted to take my name. She kept saying "no it's fine, come in before 10 I'm here till 10". I called around 9:30 to give her my name as I knew officially I would not be heading back and received no answer. I figured it would be fine someone could help me out tomorrow.

Boy, was I wrong.

I wanna preface this next part by saying that I understand lots of companies are having many issues with staff. Needing short-term staff right now to sub in for the employees who cannot or choose not to work during this chaotic and dangerous time. But in that case, they should be trained better.

When I went in today to get almost the same order as the day prior, just with donuts in lieu of my sandwich and drink, I was met with terrible customer service. The woman who served me told me she needed to "check the back, as all our customer complaints are written down" only to come back and tell me that it wasn't written down. I conveyed to her what I was told by the employee the previous night, and she indirectly called me a liar, before offering me "the sandwich that was missing, and maybe one more". That is not enough anymore, for the amount of wrong orders - oh, and the lying to me too.

So now, not only did they TAKE MY MONEY FOR A PRODUCT THEY NEVER GAVE ME (which, is stealing in a sense), they also basically called me a liar and challenged the validity of the issue. I have since contacted head office, and expect this to be dealt with.

Their employees are clearly under trained and need to be better. The whole establishment needs to do better. I hope this is resolved, as you guys took my money and never gave me what was owed.

I highly recommend people go to the one up the road at Kingston, or down the road at Toy. This place clearly doesn't care about their customers satisfaction, needs or whether they steal and insult them.

Terribly disappointed. Will not go here again. Overall experience is 1/10, would not recommend to anyone. (At least not until they sort their...

I have to say it took a LOT for me to write this as I’ve wanted to keep believing the team at this location would improve…but it’s been 3 years of living in the area and going to this location where it’s a consistently dreadful experience. I was SO uncomfortable at this location several months ago at the way a young male was berating his coworkers that I actually stepped in to defend them. They are also probably the most disorganized team out of any local Tim’s. (Not the worst food, but by the far the worst environment and culture). Constant fighting and swearing, dirty looks and scoffs to each other. I felt a need to finally write this after going to this location today (as I do every morning) and it took over 35 mins to get a Medium DD and a sandwich. Customers were complaining left right and center, orders were being missed - an uber driver even came in to find out they gave the order to some random person? (I also shouldn’t know these things, learn to coach staff in areas away from the customer?). The only person doing any work there today was the GM. I asked if they were the manager (I could just tell) and when they replied they were the GM, I let them know it was like this everyday and has been for years. I could see the GM massively overwhelmed and correcting mistakes every few minutes (there were THAT many). They tried to say it’s because of the new renos, to which I clarified that this has been an ongoing and consistent experience for customers at this location long before the reno. The GM had to keep telling this one member of staff to go back on till and clear the line because they just kept walking away and doing random things while 10-15 people were waiting to order. This one older couple in front me had to wait 20 mins for 2 coffees — they couldn’t believe it. While the reno looks much nicer, this team is need of a serious reno themselves. The only reason I didn’t leave and go to Starbucks across the street was because I knew it would take another 30+ mins to...

Literally the worst customer service at this location. I’ve tried so many times to give them the benefit of the doubt but almost every time I’m there I have issues. A week or so ago I went there at 9 to try and get a roast beef sandwich. They close at 11. The person at the counter and the manager both told me they had cleaned up early and were not able to make me the sandwich I wanted. They offered me a sandwich I didn’t want instead. I was annoyed and made a complaint to their head office and the franchisee reached out and offered me a free meal. Then once I took them up on that offer they refused me. Then last night after I thought maybe I was being to petty.. I decided to try again. I stood at the counter for several minutes with two people behind the counter working there and they completely ignored me the entire time. Both walked past me and to the back room while I stood there not being even acknowledged. I asked if someone was gonna help me and then someone ran from the back and started cleaning up something saying he would be with me in a minute. That was the last straw for me. I now know I was not being petty and was right to be upset. I will never ever visit this establishment again even though it is literally the most convenient place for me to get a coffee or a quick bite. I would rather pay triple at Starbucks and have good service or walk allllll the way to McDonald’s...