Tim Hortons — Restaurant in Richmond Hill

This location is pretty average when it comes to food quality and the cleanliness of the tables, chairs, and the washroom. Where this location falls exceptionally short is the service—largely the worst I've experienced at a Tim Hortons.

I don't visit this location often, but since it's along the way I sometimes come in on Sunday mornings in order to get breakfast and some tea. On one occasion I ordered "green tea, no milk or sugar", and was lectured by the cashier that I should just say "black green tea". It's not really the cashier's business to decide how I should order; my order was clear and concise, and deliberately worded so it wouldn't be confused with "black tea". If you didn't catch my order and want me to clarify, I'm happy to repeat myself more clearly, but I most certainly don't appreciate the condescending attitude behind the counter. On another note, I've used this method of ordering at other Tim Hortons locations and at Starbucks, and I have never had an issue.

The most annoying incident happened this morning, on Sunday, August 21. There was a man in front of me who was trying to pay for his order via credit card, but the card reader kept declining the transaction. While I do not know why that problem happened, I do know that the response behind the counter was blatantly unacceptable. The cashier was unhelpful and refused to accept responsibility, or even to apologize to the man for the inconvenience, claiming that it wasn't their fault the transaction wasn't going through. While that may be the case, your rude and argumentative attitude—escalating to yelling over the counter—is utterly unacceptable for any public-facing position. The man left, understandably irritated by the lack of service. He was not offered an alternative course of action to pay for his order, instead being blamed for the issue and then turned away.

Of course, the same condescending attitude I've come to know from this location was repeated that same morning. I ordered via the mobile app, and as I do at every other Tim Hortons location, I go to the "Mobile Pickup" sign and show the employees my order number on my phone. At every other location I've been to, either the employees would have already left my order on the counter along with the receipt with the order number on it (so I can check the number myself), or they will acknowledge recipience and then prepare my order. At this location, I was ignored at the "Mobile Pickup" sign and had to go to the cash register directly to show them my order number. I was then told that I should give them my name instead, because, and I roughly quote, "I don't know anything with just an order number." Since no other location has this issue, this is a blatant lie, especially since my order number was printed on the receipt along with my name. Additionally, only one of the three items in my order was actually prepared, so I had to wait again for my drink and my donut.

I've worked retail before, and I know customer service positions can be frustrating, especially when dealing with clueless, rude, and irritable customers. I as a customer do my best to avoid causing more trouble and remain patient even when things are not working out. But that doesn't mean I will sit and tolerate rude and condescending service. Not every customer is going to come out all smiles and rainbows, but at the very least, don't leave them...

I visit this location frequently, In the mornings even though there is 2 employees only 1 of them seems to like to work, The other one is always at the back, (this has been going on for the past year) this will result in huge line ups and when there is more than 7 or 8 people waiting then the other employee will come out to help. The other problem is that they seem to “favour” a few customers, this happened to me a few weeks ago where there was a lineup and this guy just cut through the line, put the money on the counter Ayesha (the female employee) made his beverage and the customer left, I discussed this with her and she said the gentleman was on premises which didn’t make sense because if he had been there before everybody else and placed his order then why had he not paid? I let that fly because I was not certain and wanted to give her the benefit of the doubt. The very same issue with the very same gentleman occurred today, I decided to bring it to her attention AGAIN that this is not right for people to cut through the line for ANY reason, Ayesha started beating around the bush again telling me he was there before I was which is ridiculous because as I was walking into the store I saw him pulling up so there was no way he got there before I did, I have called their head office and filed a...

The manager didn’t train the staff well!

They start cleaning their equipments before closing time which makes the whole store full of smoke. The smoke is so disturbing that customers start coughing. Some customers went to talk to the staff that it’s not proper to do it. But the staff was rudely saying “we always do this and nobody else has complained before, is it really damaging you?!” Excuse me? Nobody complains means it’s right to do it? What do you mean by “damaging”? There has to be somebody passing out needing 911 to make you be aware that the smoke is terrible? I didn’t join the argument cuz maybe the staff had a bad & tiring day, and may even experienced some Karens.

But managers or whoever responsible for training the staff please please please! Yes TH is so much more affordable than some other cafes but it doesn’t mean you don’t need to care about customers. As you can see, so many other reviewers complained about the service / rude staff. Isn’t TH proudly Canadian, Canadians are...