Tim Hortons — Restaurant in Port Alberni

Updated Review. From 2 stars to 1. Used to Be Decent—Now It’s Just a Headache

Be careful what you order on the app. There are items not available in store that you'll be charged for, and if a manager isn't on site you will not be able to get refunded for (K-cups for me). They asked me to return to the store and few hours later to get my $25 back.

This Tim Hortons location has taken a serious nosedive since the recent staff changes. I’m not talking about one-off issues either—just about every part of the experience has gone downhill: food quality, customer service, speed, and overall order accuracy. It’s honestly more frustrating now than ever to get something as simple as an online order.

Another example: I place my order online, go through the drive-thru, wait in line for over 10 minutes, finally get to the window... and then I’m told to go park. Isn’t the point of mobile ordering to make things easier? Instead, it adds more time and hassle. Today, it took me 22 minutes just to pick up a basic order. That’s ridiculous.

Even when you finally get to speak to someone, there’s a huge language barrier that makes communication a real challenge. If I have to repeat my order three or four times just to get a response, that’s an issue.

Their dual-lane drive-thru system is a joke. Instead of alternating based on who’s quicker, they alternate based on the lane itself. So one car ordering a single coffee can end up stuck behind another car ordering seven breakfast meals. Makes absolutely no sense, and wastes everyone’s time.

I don’t expect this review to change anything, but maybe someone will read it and realize: not all Tim’s locations are like this. There are places that still care about the customer. This one just isn’t one of...

3 times during the roll up event I went to this location and had my points scanned. All 3 times the points didn't go through, and I didn't get any roll ups. This wouldn't be such an issue if 2 of these times the person at the drive through hadn't specifically told me that he could see on his screen that it had gone through, and 1 of these times they weren't even holding the scanner button down.

I worked at Tim's a couple of years ago, I know full well that it's incredibly stressful to have a timer and beeper going off in your ear when a car has sat at the drive thru for more than 25 seconds. But I also know head office sets the prices higher than they should be to offset the points and roll up event. Meaning that if my points aren't scanned they're extracting that extra value from their customers.

I will now be sitting at the drive through no matter how long it takes to confirm my points have gone through. If this locations franchise owner doesn't like head office calling to ask about their times, they can get a better scanner or teach their employees not to lie about a scan...

I've been to this Timmy's fairly regularly, and the food & drinks are usually pretty great, so 5 stars for that. Unfortunately, the drive-thru isn't speedy; we often find ourselves waiting abnormally long in the lineup.

Today, in an attempt to avoid that lineup wait, I ordered pick-up through the Timmy's app. My drink was made already when I arrived, so thanks for that... but for some unexplained reason, my iced capp had no straw beside it nor could I find any straws that I could grab to go. Tried to get staff's attention, but as I'm profoundly deaf & communicate in ASL, it was too difficult and so I gave up and left without a straw.

Iced Capps are undrinkable without thick straws. If you want 5 stars, seriously, please LEAVE STRAWS OUT...