Tim Hortons — Restaurant in Sarnia

My first bad experience at a Tim Horton's. Not the food quality, not the atmosphere. It focused on a coupon redemption and my first experience on how poorly designed the application is. Compared to similar other fast food chains, sad to say, I would rate Tim's at the bottom of the scale. Placed my "offer" order at the drive through. It quickly disappeared from the outside screen. Indicated it did not appear correct, but the order attendant indicated she had it. Got to the window and was then asked if my drink was hot or cold? Did the clarification and the order was corrected. Scanned my card but the offer was not applied. Was informed that store is not responsible for the coupons validation. Since I did not receive a receipt, nor did the app show my purchase I was left showing the cashier the offer asking that it be corrected for the offer to be applied. They retried the order entry did not work again. Was then asked to leave the drive through, park and come inside to address the issue. They tried reentering the offer. After about 15 minutes of trying they offered a doughnut as the resolution to the shorted coupon redemption. I paid, took the doughnut and staff entered the issue in the apps Customer Support section of the experience on my phone. Major problem here, because now they were reading what was keyed and not what was ordered. At no time was I able to view what had been rekeyed. After about 5 to 6 days of a message exchange, with what may have been an AI device I finally gave up. After indicating that the 3 components of the order were a breakfast sandwich, a drink and a hash brown, the response finally came back that there was no entry of a hashbrown and therefore the coupon was not redeemed. Seeing that I follow the same process with each previous offer order, indicating the offer I will be redeeming, ordering each component of the order from the coupon on my phone and not having any issues on numerous other coupon redemptions i was disappointed in the inability of Tim's to detect and correct the issue. MORE IMPORTANTLY it was how the order offer process went from the store level who is not responsible for the offer redemption to the Customer Support Centre indicating it was my problem for not ordering correctly. So the expertise of navigating through the Tim Horton's app is the customer's responsibllity even though I do no not have access to what was keyed by Tim's staff. Tim's you may want to review your competitors apps and see how poorly designed your app is designed in relation to your...

Unbelievable how terrible the service has gotten. The worst ever. So terrible I drive 15 minutes out of my way for my breakfast now. Every morning on my way to work. I stop for my coffee and breakfast along with my 2 coworkers that carpool with me. We spend $50 between the 3 of us. Every single day. The service was fantastic. The girls were a pleasure. Slowly over time the service was getting worse and worse. As time went on it got to the point where every single day something was missing or wrong. Now we are human. We do make mistakes. But here’s the thing. Every single day of the last week something was missing. 2 juice on Monday. 3 donuts on Tuesday. Wednesday there was herb and garlic cream cheese on my cinnamon raisin bagel and my everything bagel had no cream cheese. Now I’m not one to complain. Ever. So I would just take the loss every day. So the following Monday they shorted me 2 orange juice again. Enough is enough. I go back through the drive through make the staff aware of their mistake. They wouldn’t make it right. They refused to believe me. Wouldn’t replace the juice that I paid for and they forgot. Unbelievable. I pay for 2 more juice. I make them aware of my disappointment. They don’t even care. $250 every week for 3 years and they end it over two, $2 orange juice. I even went back Tuesday and pretend like Monday didn’t happen. Shorted again. It was like they did it on purpose. I try telling the girl at the window again. She doesn’t understand. She can barely speak English. I can’t understand her and she can’t understand me. The worst Tim’s in existence. I continued going there every day out of loyalty. I will never go there again out of the lack of loyalty to me. Everyone I come in contact with I discourage from going there sharing my story. I apologize if I made this sound like I’m just ranting but I have just had enough. I hope my terrible experiences are enough to discourage you from going...

Complaint Regarding Rude Behavior – Tim Hortons London Road (March 9, 3:30 PM)

Dear Tim Hortons Customer Service,

I am writing this report a very disappointing experience I had at your London Road location on March 9 at approximately 3:30 PM. The staff member, Geetanjali, displayed extremely rude behavior.

When I attempted to collect my reward points, she ignored my request and shut the window in my face without any explanation. Her attitude was unprofessional, and she spoke as if she owned the place rather than providing good customer service. This kind of treatment is unacceptable.

As a regular customer, I expect your staff to be trained in basic courtesy and professionalism. I strongly urge you to provide proper training to Geetanjali, as no customer should be treated this way. If she is unable to communicate respectfully, she may be better suited for a role that does not involve direct customer interaction.

I hope Tim Hortons takes this complaint seriously and ensures better service in the future. Please let me know what actions will be taken regarding this matter.

Looking forward to your...