Tim Hortons — Restaurant in Sarnia

One of the worst customer service experiences I’ve ever had — and I genuinely mean that.

If you’re looking for chaos, confusion, and a front-counter power trip before you’ve even had your caffeine, this is the Tim Hortons for you.

I came in trying to order three drinks. I started with a steeped tea — yes, I accidentally asked for both bags in out of habit. The employee (who clearly clocked my mistake like it was the highlight of her shift) corrected me that steeped teas don’t have bags. Cool. I literally laughed it off and said “bad habit,” then turned to ask my sister what she wanted.

She said London Fog. We ordered it. Then I ordered my own drink last. The screen showed the steeped tea, so I assumed we were on the same page. But when we got our order, only two drinks came. I told her one was missing.

And in the most condescending snarky tone she says “Yeah because you didn’t order a third one.” I’m sorry, Excuse me? That was the first drink I ordered.

She then tried to claim she “didn’t charge me for it” — again, not my problem. I ordered it. She was too caught up correcting my phrasing to actually listen to the order. Then she blamed me for the mistake because I used the phrase “both bags in” on a drink she knew didn’t come with bags… which she literally corrected me on and I acknowledged.

She only offered to fix it after I made it very clear how angry I was and started walking out “I can retake your order if you want…” Oh, now you’re helpful? After standing there arguing with me instead of just fixing a $2 tea?

She kept trying to flip the situation back on me, like I’d made some critical error by saying a phrase she didn’t like. As if that voided the entire transaction.

This wasn’t a miscommunication. it was someone with a headset and a grudge who forgot their job is to serve customers. I had to bite my tongue harder than I ever have in public. And honestly, the fact that the police station was across the street? Probably the only reason I kept it together. That’s how disrespected and patronized I felt.

This location needs serious retraining, or better yet, replacement. If you value basic decency and don’t want to start your morning by being treated like an inconvenience, go...

I have never wrote a bad review for a restaurant. I am notorious for not sending anything back or complaining about the quality of food. I understand this job is fast paced and not as easy as everyone seems to think. However, Tim Hortons (in general) and this location specifically consistently makes large errors when making food and drinks. It's not just that the items are not made how I ordered them, but they are inedible. On Saturday May 14th I ordered a Vanilla Cold Brew. It was clear they did not add the vanilla part as I ordered but I shrugged it off because the service industry deserves some compassion. When I went to take a sip, the entire drink tasted like nail polish remover. I'm not sure if they added a copious amount of some chemically enhanced sweetener or they burned the coffee or what happened but it was 100% not drinkable. I would say 3 out of 5 times I go to Tim Hortons my order is either wrong (minor inconvenience) or inedible (waste of time and money). I'm really frustrated with the continued poor service because there are very few places you can get good, quick breakfast in Sarnia. I feel like I am throwing away my money because I will not finish or toss a drink completely because it tastes so incredibly bad. Please do better so I can continue supporting Tim Hortons. Otherwise, McDonalds is looking more and more...

I don’t suggest signing up for the Scan&Pay. After a couple years of the window popping up on my screen when I collected points to sign up for it I finally got sick of seeing it and added a credit card. Less than 2 weeks later I make an order for around $17 I think and it wouldn’t accept it. They wanted me to pay another way. I left and checked my credit card 5 minutes later and the charge was pending. I went back and asked if I could have my order or some kind of satisfaction and the manager said no I have to just wait and fight it out with my credit card company. There was nothing g they could do.. they couldn’t just make the order for me but said I can order again and pay again. I sent a complaint to franchise owners… no response. I sent a complaint to corporate… no response … do what you like but I’ll never go back to the location I have been going to everyday for well over 10 years.. extremely poor customer service skills by management from the bottom up it looks like. How are all these New Canadians going to learn how to handle business in this country if there is nobody willing...