Tim Hortons — Restaurant in Richmond Hill

Today at 10:20am I entered the drive thru and ordered 5 coffees, 4 plain croissants with butter and cheddar cheese and an order of Spinach Egg Bites. I received the coffees and was asked to park at the front to await my food. It is quite cold outside so I thought I’d help the employees out (because I visit this location quite often) and I entered the gas station and approached the counter to get my order. A lady working at the “food prep counter” was making my croissants and I explained who I was and she then handed me a bag with my food and I left the location. I drove 15 minutes to my friends home where we were meeting for a quick snack and a coffee when we realized I had not received the hosts order of egg bites. I drove back to the location and the same lady apologized to me for the inconvenience and asked me which flavour I wanted and I explained that they must be spinach and egg whites. I observed her open a tray, pick up 2 egg bites from that same tray and place them in a container and hand them to me. I returned to my friend’s home with the bites and handed them to him. We all began to consume our snacks while sipping coffee and conversing. My friend whom is a devout Muslim even commented on the tastes of the first spinach egg bite and was impressed as he showed me that there is a decent amount of spinach in it. As we continued on he took a bite of his second egg bite mid conversation and.was stunned at the change in taste. When he examined the egg bite he realized that it was in fact a bacon one. He was very upset and almost threw up due to the mistake and shame he felt for having consumed bacon which is against his religion and his own moral beliefs.

I returned to the restaurant quite angry but with an understanding that mistakes do happen and also wanted to explain that the egg bites are most likely mixed up and should be separated from each other for this reason. I spoke to a different lady who claimed to be the manager at that time approximately 12pm this same afternoon and told her what had happened and I handed her the bacon egg bite which had been bitten and bacon was exposed. She just casually threw it in the garbage and confirmed that it should have been a spinach flavoured one, I replied yes and she handed me 1 fresh spinach egg bite in a new container and smiled.

I was quite frustrated and outraged by the simple lack of empathy and the lack of apology received from someone in your management team. She is a lady of Indian decent just like myself who would understand how big of an impact consuming bacon would be for a devout Muslim. I told her exactly how I felt, I left the spinach egg bite on the counter and told her and a staff member that I will NEVER return to this location, if any Tim Hortons location and neither will my family, friends, employees and anyone that will agree with me that even a simple apology and some empathy would have easily...

UPDATE: 2020 -- This place has not changed one bit. Now, if the order takes more than 30 seconds to complete they will ask you to drive around to the parking lot and sit and wait for your order out there. NO THANKS. The last time I was asked to do this, there was NOBODY in line behind me so I told the girl at the window, "There's nobody behind me." She replies, "I know, but we're timed and it stops when you drive away." I told her too bad, and I sat at the window and waited for the order. So, they want you to clear the line so head office sees they are clearing orders really quick when they really aren't.

When this place first opened it was one of the best locations to visit. Staff were friendly and efficient. At some point the owner died and ever since then everything that was good with this store has also died. The majority of the staff seem bothered to be there (yes morning drive thru staff, I'm talking about you). Usually, orders are right. However, when they're not right it's when you're starving and want exactly what you ordered. The only really great thing about this place is that it's convenient for the morning commute. I'd like to dub this location as, "The home of the incredible creme-less Boston Creme". Three times in one month either myself or my wife have ordered Boston Cremes and there was NOTHING inside of them. You had one job donut maker, you had one job...

UPDATE June 08, 2017 - Like others, I've also been asked to wait in front of the gas station store for an order to be brought out to me on numerous occasions. The next time I'm asked to do this, I'm saying no and not moving from the drive-thru line. Also, it appears this location has issues with their debit / credit machine on a weekly basis. It seems all too often when you pull up to the drive through and there's a "Sorry, cash only. Machine broken." sign on the drive-thru sign. And the last update is that they seem to have a habit of advertising things on the menu board and when you go to order it they say they don't carry it at this location. What the hell?! If you don't have it, why advertise it?! Piss poor "customer service", even from the guy that has the "Tim Horton's Customer Service...

Today I was going through the Tim Hortons drive thru at Younge and Stoville and when I was ordering for my 2 drinks, I heard the lady named mosca huff “jesus” to me. It was rude but I just ignored it. When I pulled up to pay and get my drinks, there was nobody behind me as I was the only one there getting an order from the drive thru. But annoyingly, after I just got handed my drinks, the lady scoffed and shooed me off with a “bye bye bye bye”. That was so rude! There was nobody behind me, and I was trying to place the drinks in my car so I could drive! I also remember that she didn’t even pay attention to me, as she was busy chatting. When I just put my drinks down in just 3 seconds, she told me again, “can you go? Move your car, bye bye bye bye”. She kept on urging me to leave like she had not even a second of patience, I was clearly going to drive soon. And the most confusing part was, there wasn’t ANYONE behind me, so why did she need to rush me to go? This lady is impatient, rude and is unsuitable to work in Tim Hortons. She needs to be spoken to by the manager on how to get a better attitude to customers. This is Canada’s Tim Hortons, the workers should behave better than this if they want returning customers. The lady’s name is mosca and she has light brown/golden hair and a high pitched voice. I hope the service there is better next time. I am in disbelief and think this is unacceptable. Tim Hortons will for sure lose their reputation if this keeps...