Tim Hortons — Restaurant in Richmond Hill

I’ve been a loyal customer of this location for several years, visiting multiple times per week since it’s in my neighbourhood. However, my most recent experiences have been nothing short of abysmal, and I am deeply disappointed with the way the business has handled the situation.

On my last 7 or 8 visits, the baristas have consistently prepared my order incorrectly, resulting in a sour, undrinkable beverage that tastes like spoiled milk. As a long-standing customer, I brought this issue to the manager's attention, only to be met with a rude and dismissive response. Shockingly, the manager then went on to let my friend know the next time she saw her at Tim Hortons to tell me that I should never return to this location. This was extremely offensive and became clear that this manager is on a power trip. I was never rude or disrespectful when I brought up my complaints. Yet she felt so comfortable to let my friend know I wasn’t allowed back.

On a different occasion prior to this, I was given back the incorrect amount of change, the same manager went on to verbally berate the barista serving me in another language (which I understood). When I politely told her to calm down and that it wasn’t a big deal and that she shouldn’t speak to her co worker that way, the manager’s unprofessional behaviour only escalated.

Another occasion, I was told to wait in the front as my order was going to take a few minutes ( I ordered a sandwich ) and someone would bring it out to me. I was on a phone call and lost track of time, when I realized it’s been 30 minutes and no one brought out my order I went inside and everyone looked at me confused and unaware of my order. One of the employees said something in my language not realizing I speak the same language and it was a very rude comment. I didn’t respond I just waited for my sandwich and left. I was so upset I couldn’t find the words to respond or talk to a manger.

The complete disregard for customer satisfaction is unacceptable. It is clear that management has no interest in providing a positive experience for its patrons or resolving legitimate concerns. I’m left with no choice but to give this location the worst possible review and caution others against patronizing a business that treats its loyal customers with such contempt.

I sincerely hope the owners take immediate action to address the poor training, quality control, and management issues plaguing this establishment. Until significant improvements are made, I will be taking my business elsewhere and encouraging my friends and family to do the same.

I’m adding to my previous complaint today is September 1st 2025. I try to avoid this location as much as possible but it is the closest to my house. Today me and my father went and ordered a bagel and 2 beverages. We repeated our order about 4 or 5 times and they still made it wrong. The order was a bagel extra toasted with cream cheese and butter. They didn’t toast it at all not. We ordered a regular coffee they gave us black after she kept repeating “ you want black coffee “ we said no 5 times and she still gave us a black coffee. We also ordered an iced latte which wasn’t anywhere near a full cup and I ordered a large. Money is tight and this tim Hortons has no respect for customers or their money. I’m ordering a large beverage I expect it to be full. I repeat my order multiple times I expect it to be correct. This location has done this and worse many times and no one does anything about it to make it right. This location needs to be taken down if they don’t know how to operate correctly. I still have no received any compensation from my last complaint and it’s been a year now. The least tim Hortons can do is make it right by long time...

March 31, 2025 This is unacceptable. See the picture of my everything bagel toasted with "cream cheese". There is barely a smear of cream cheese with a tiny portion in the middle. Why sooooo cheap with the cream cheese? It's like I am eating plain bagel and then in the centre there is a tiny ball of cream cheese. The last two nights I got this same order there was a generous amount of cream cheese so there is likely a very greedy staff in the morning shift who is just cheap with putting on some more cheese. I drink decaf and their decaf is hit or miss. The last two times it tastes like watered down burnt coffee ashes like the machine hasn't been cleaned or the decaf sitting in the container too long.

March 16, 2023: horrible. The hash brown in my farmer's breakfast wrap was so hard that it was hard to chew like a piece of wood. No taste. Probably over microwaved. Horrible. I ate it anyways because I was with company and did not want to make a fuss. Shame. Decaf was good and hot. Service was meh. No greeting, no have a nice day.

January 4, 2023: I ordered a decaf around 10 pm and to my dissappointment, it was just warm, NOT HOT decaf coffee. It tasted WATERED DOWN. I felt I was ripped off getting warm watered down decaf coffee but I was with company so it didn't feel right to ask them to go back to drive through window to ask for a fresh cup of decaf. No greetings from the staff, it was a military type of service. I am not sure if this is new management. They used to serve fresh hot decaf prior to the renovations.

2022: This location has greatly improved quality of food since my last review, coffee and decaf has always been hot for the last months so great change in service and quality. Thank you.

2022: Decaf coffee is almost always just luke warm and always stale even when its hot. When on occassion decaf is hot and freshly made, it still tastes stale. Perhaps they need to clean something in the machine, not sure. Regular coffee was also barely hot today, it was just warm and stale. We both had a few sips and I decided to exchange the coffees at the next tims. I had only two good decafs from this location in the last month and like the other 10 times I had terrible stale watered down coffee that was not worth my money. Later today I exchanged our decaf and our coffee at the High Tech Tims location and both were hot and I didn't have to ask them for a fresh brew first. I asked this location (Bayview and Elginmills) for a fresh decaf brew a few times and it was still that stinky old coffee smell in it although after waiting a good 10 minutes that night, it was hot but still stale. They move the drive through line very fast but the quality of product is not great. A few times there was hardly a smear of cream cheese in the bagel. That was really cheap cutting out the cheese from a cream cheese bagel and making it look like there is cheese puting a lump in the centre. Does the owner work in the store trying to cut corners??? Eeekh. The grilled chicken wrap they make is decent, only a few times there was less chicken in it than there usually is, otherwise most days good, so please do not cut out from the chicken portion, you will not get far stretching the meat to get one more serving out of it! I keep getting dissappointed in how cold they serve their decaf that after about 4 years of taking my chances and asking to wait for fresh brew, I gave up and wrote this review in the hope of getting fresh decaf coffee without the need to ask for a fresh batch. This location is on my way so I will be taking my chances again about 5 times a week. Please improve the quality of your...

I’m visiting from the UK and this was my first time at Tim Hortons; my friends told me I had to go because it’s great. I ordered the chicken lime and cilantro wrap to eat in, my fiancé ordered the veggie version. We were given two veggie. No problem; it happens… I took my wrap to the counter to ask for the correct food. The cook was so rude, repeatedly telling me I ordered veggie until her colleague corrected her pointing to the receipt. She was slamming things around saying “FINE! I make again!” like I was being completely unreasonable for wanting what I ordered/paid for. When I asked if I should leave the wrong order on the counter she snapped at me that it was garbage and I should take it to the trash myself. When I finally got the food it was underwhelming; just sort of thrown together with no care and not much taste. What an experience… disappointing! :(

Update: I did what the Tim Hortons rep requested in their reply. After spending MORE of my vacation time on this, the rep informed me that the only way to get a goodwill voucher for the cost of the items is to go to the manager of that branch directly.

1. This is a ridiculous policy.
2. Why on Earth would I want to get a redo in that location?! This is far from an isolated issue as evidenced by the many bad reviews (apart from the obvious fakes, imo) and for all I know the manager is one of the staff who was problematic! I’d very obviously go elsewhere for a redo. There are TONS of locations around Toronto.
3. Why further waste my time if you know you aren’t going to help the customer have a better experience? It’s obvious that they want to appear publicly like they address bad customer service. Don’t be fooled; they will just waste more...