Tim Hortons — Restaurant in Richmond Hill

Operational deficiencies and service irregularities

My interaction began with an App-based order, which immediately led to the observation of procedural lapses.

Crucially, while seated in close proximity to the counter, I distinctly overheard Lorry, a server, lamenting the receipt of "another App order" in conjunction with the unavailability of my requested beverage. This was immediately followed by Hendri, another server, making a unilateral decision to substitute the item without any customer consultation. When asked why, Hendri audaciously questioned me back, stating, "Didn't I change it to lemonade for you? It is the same price." This response, delivered with an air of entitlement, reflects a significant deviation from expected service protocols, particularly concerning pre-ordered items. It also demonstrates a clear disregard for customer preference, dismissing the unauthorized substitution as a non-issue due to price parity.

Subsequently, a protracted and uncommunicated waiting period of approximately 30 minutes ensued. My order, despite being prepared, remained on the counter unannounced. Upon inquiry, Hendri asserted that the order had been called—a claim directly contradicted by the collective experience of my party, as none of us heard it. This discrepancy raises significant concerns regarding internal communication veracity and accountability.

Furthermore, the noticeable uncleanliness of the washroom door contributed to the overall negative impression. These observations collectively underscore critical areas for improvement in operational transparency, customer communication, and adherence to established...

Just picked up a mobile order and am frustrated with an encounter I had with one of the staff with grey hair, silver eyeliner and a visor. There were three staff behind the counter and my order was sitting on the work station with my name on the receipt. I waited 3 minutes and no one came over to help me retrieve it. I asked one staff for help grabbing it. I apologized but I was in a rush, and the order was right there. She took a customer from the line and started helping him with his order. I waited another minute and tried to grab someone else’s attention. I prompted her one more time and apologized, I said I don’t usually do this but I’m running behind to get to work and I really need to go. She snapped at me and told me to wait my turn. I pleaded with her that there were other people behind the counter to help, I really needed to go. She walked over FINALLY and asked me the name for a third time, stared at the receipt for 10 seconds, picked up the order, I outstretched my hands, and she purposefully placed the order away from me on the counter. I said thank you and she told me to “go, get out”.

I understand people have bad days but damn, to be so spiteful towards a person who is pleading with you to help them (not to mention I am a frequent customer of this location and I know they are usually very very busy so I have never taken issue with the speed and quality of service before but today was in no way busy). I will not be returning to this location, I can get my baked...

I placed my order via the mobile app, chose the dine in option, and the note that appeared when I placed the order said, "Please wait, we will call your name when your order is ready." I waited for a long time. It was quite crowded and therefore I thought my order was not ready. At the same time, to respect the employees, I followed the message and waited. After a long time, when my 14-year-old son asked for the order, they threw it in front of him in a very disrespectful manner. Moreover, one of the items I ordered was missing. Then I got involved and said that one was missing, the employee ignored me and when I raised my voice and said that it was missing, she said that I cannot take care of everyone at the same time. The employee may have been overloaded and overwhelmed, but that's not the customer's fault. My order was left there for a long time and got cold. If you do not call me by name, please remove that message from the mobile app. I showed respect and waited, I did not deserve this behavior. Thank you

Edit: Today, I visited the same store again after months. The employees had changed, there is a visible improvement in the service. I would especially like to thank one of the employees, Neka, for her smiling face and perfect service despite the crowd. Unlike my last experience, this time my son and I were very pleased with our orders and had a pleasant time at the store.

All the new team and especially Neka, thank you so much!! You deserve...