Tim Hortons — Restaurant in Saint-Lazare

I can't even begin to describe how horrible this location is. The fact that it is common knowledge in town that this is probably the worst location in all of North America and still nothing is done to improve it absolutely blows my mind. I have never had a good experience here but what really sent me over the edge was my experience on August 5th. I arrived with a friend around 10 am so we had anticipated a bit of a line - but not a line that literally did not move for about 20 minutes. I understand that restaurants get busy and I understand that places can be understaffed but this location just literally did not care. There looked to be no employees over the age of 16 and no clear manager. They lacked any organization or direction and mostly stood around looking like they'd rather be anywhere else than pushing through the busy time. I ordered and the employee almost seemed angry with me for being there but I ordered a breakfast sandwich combo and waited by the area where they give out the food. My friend went to a completely different cash with a different person and ordered a sandwich (important to note that he did not order off the breakfast menu). Then we waited. And waited. And waited. We actually patiently waited at the counter (not at the back of the restaurant where we wouldn't be visible) for 37 minutes. My friend did ask about half way through if his sandwich was coming and a worker replied without even looking at him that it would be coming. After 40 mins I finally asked where my food was and I was promptly told that I had already received my order... (lol) Clearly I did not. I told them what I was waiting on only to be told: oh ya they ran out of breakfast food. This is my problem: Okay restaurants run out of items I get that, but for a kitchen staff who is looking at the screen with incoming orders to see that he has a breakfast order and simply delete it from the screen without notifying the customer is absolutely horrible service. Rather then just tell me they ran out of an item they completely ignored me and let me wait there for 37 minutes. Even the girl at the cash would have been told "hey we're out of breakfast" and for her to also completely ignore it when I am standing right there, is once again horrible service! After them telling me they had no breakfast they continued to stand around staring at me, no one seemed to care or want to do anything about an unhappy customer. I finally very very loudly ill admit demanded my money back. Again everyone just stood there not really seeming sure of what to do. Finally a young man was able to return my money... oh and this is my favourite part. He returned my money and then asked me for $1.50 for the coffee that I had received as part of the "combo". They literally let me wait THIRTY-SEVEN MINUTES for food that i ultimately DID NOT RECEIVE and then asked for my DOLLAR FIFTY coffee... ARE YOU KIDDING ME I literally don;t think there is a better example of poor service than in that moment. The fault was not on me. Several staff members could have avoided this problem by communicating and now I am left holding a cold half drunk coffee that I have to pay for. What about the THIRTY-SEVEN MINUTES of my life you wasted Tim Hortons?! I actually returned the coffee! They literally could not even give me a 1.50 coffee I had to return it!!! Its worth mentioning that my friend (who ordered not breakfast food and at a completely different cash) also NEVER received his food and finally after waiting about 45 minutes also asked for a refund. (He refused to give the coffee back) This problem have been completely avoided by 1) having a manager or some form of direction so the line wouldn't have been ridiculously slow in the first place 2) Again having a manager to facilitate communication between staff so customers know if they can fulfill their orders 3) Simply informing a customer when they run out of something and ULTIMATELY 4) BY APOLOGIZING. Not once did anyone apologize for wasting 37 minutes of my life but really no one gave a damn about anything....

This Tim Hortons is the worst one that I know of. One time I tried to order mint hot chocolate and they gave me coffee. Then when we went to replace it I'm not even sure if there was mint flavoring in the hot chocolate. Another time I went in to order something to eat (note it was around 11 and the breakfast menu was up) so I ordered a breakfast sandwich and they said that they weren't serving breakfast anymore but the breakfast menu was still up. I ordered a BLT instead and the sandwich was thrown together with all the mayo concentrated and the end of the sandwich. Today (Dec. 10 2017) I went to order a white hot chocolate and received a regular one. When we told them that we had ordered a white hot chocolate they said sorry we don't carry that. Ok fine you don't carry it but at least have the courtesy to tell the customer that you don't have it not just give them a regular hot chocolate. The icing on the cake today however was while my mother and I were waiting in line to order there was someone standing behind the cash ignoring us while they placed an order on the computer FOR THEMSELVES. Over all probably going to avoid going there as much...

Sunday morning June 2,2024. @11;18am. I walked in to order a medium dark roast and a multigrain bagel toasted with butter and cream cheese. What a horrible experience!!!! They made my order wrong 3 times. 1) time wrong bagel. 2) time just butter 3) time butter and literally literally a lick of cream cheese, barely even noticeable of cream cheese! I brought it back opened it to the guy at the cash and showed him it I said this is pathetic! Handed it to him and left. I waited 38 mins to try to get my order. Paid in advanced and only received my coffee. So my question goes to the owner manger ? Are you a moron ? Or you don’t care about yours and the reputation of Tim hortons. ???? Are you giving proper training to your staff?? I mean let’s face your location has been screwing up peoples orders since last year. Get smart and educate your safe or give up and sale. Allow someone competent to run the establishment. You can reach out to me anytime I’ll even come in to tell you to your face. This has to stop. Please run your business with proper structure and live up to the standards of...