Tim Hortons — Restaurant in South Bruce Peninsula

This restaurant is always filthy and the customers service is usually scarce… nothing that would represent Tim Hortons as brand. We have to tolerate in light that it is the only Tim Hortons in the area. However, what happened today broke all the rules of respect for the local customers, who support this business year round. The line of customers was so long that past the entrance door. There were several workers, many of whom we were wondering what they were doing, other than being lost in their workplace. For an extended period of time, there were no cashiers at all. Finally one of them was serving the customers that were inside of the restaurant, and at some point there was another lady who came to the other till. Someone from behind yelled that there were two lines and a group of ladies that just came to the restaurant, approached that cashier to place their order. Ahead of us there were two gentleman, one that was the next ordering and a senior citizen. This person started to complain as to why they were braking the line. These ladies and the cashier didn’t care about his complaint, so he’s got upset and decided to leave. We were next in line and I approached the cashier and I asked her why she was serving these ladies who just came, when we were long time standing in the line. The ladies said that there were two lines. Then, I showed them the Tim Hortons sign that indicated that the line (not lines) started behind of that point. They did not care and the cashier attempted again to serve these ladies. I asked her to call the manager. When the manager came I explained the issue and I asked her, how many lines were there. She said there was just one line behind of the sign that stated so. Then, I said I’m next in line, but surprisingly, they continued to serve these ladies before me! I complained again and with a bad attitude, that manager to try to shut me down, said she will take my order at the other till. I approached to finally place my order and to my surprise, this manager continued to engage in the fight. I said again that this was the restaurant’s responsibility to train their employees to, as part of customer service, respect the people who respect the own restaurant’s rules. If you place a sign indicating where the line starts, stick to your own rules. If you want to open two lines, so make it visible and clear to all the customers, so we are treated equally. I tried three times to order my coffee and she kept fighting. At some point she commanded me to leave the restaurant, since she refuses to serve me! I didn’t believe my ears! I asked her, why are you asking me to leave the restaurant? I am not being disrespectful, I have never used a bad word, I am not being aggressive, she was the one extending the argument! I told her I have tried 3 times to order a coffee and you are the one who doesn’t want to serve me! Since she did not have any real reason to kick me out, finally she decided to take my order. Then she looked at me as if she had a knife, I would be dead already. I am completely disappointed at this behaviour from a MANAGER! This woman has no clue what her role is in this place as the person in charge! Instead to calm the argument and provide a fair and respectful solution and treatment to all customers, she behave worse than any other employee! Even she said it was the fault that they were understaffed (an argument that I have heard before from other employees at this branch, that they use constantly to excuse their rude behaviour). This place is filthy as I have never seen any other Tim Hortons, and as customer you try to be understanding that due to MANAGERIAL ISSUES maybe is truth they are understaffed. But I have no idea why a customer would have to pay in a business to be treated like a piece of crap (when you are being respectful of the establishment rules and employees) and later being threatened to be kicked out! I really hope someone at a higher level will reach out to me, otherwise I will make sure everyone knows what kind of business is being run...

Came here at 12:35. Left now at 1:10. Half that time was spent in line (there were only 2 families in front of us but no one was getting their orders taken). Among the items we ordered was 2x cheese croissants. We saw the cheese croissants in their window which is why we ordered them. Then while we're waiting around 15 mins for our order, we watched as the same guy that took our order walks out with the cheese croissants and a coffee for his break. We assumed maybe he grabbed the regular croissant but no. A few mins later an older woman came to us and said that they're out of the cheese croissants. We explained what we saw with that worker who walked out with our food after taking our order. The older woman seemed very annoyed with us and then said (in a rude tone) that she can refund the order. We said yes. She walked over to the register and looked very pissed. After processing the refund, we asked if the refund was for both croissants. She looked at us and didn't say a word so we walked out. I suspect that the older woman is a supervisor or manager at this location. If so, completely unacceptable. We're locals so we won't be giving them our business anymore, and we'll let others know of our experience. Taking our order was bad enough, but this behaviour from an authority figure is so wrong - especially when this situation wasn't our fault! I would've even taken an apology over the refund, but that was...

Well since it’s not allowing me to post a second review, this is an update June 25 Old coffee Cheating out New owners? You betcha

The thing I have to take issue with is drive-through. Drive-through is notoriously slow and Sometimes the restaurant itself is closed. I guess there are staffing issues. It happens. I take issue with, however, is a sign that says please have your order ready and your money ready. That’s pretty condescending considering there is no menu available before you get to order at the speaker. McDonald’s at least has a full menu showing everything that you can order, so that you can prepare ahead of time. This would be great, and it doesn’t even have to be in a digital format. Then, when you get up to the speaker, to actually order, you should have the same full menu, not just we have donuts and muffins kind of bullshit. Because what happens is you order this, they don’t have it. You change it something else, they don’t have it, etc. etc. it just keeps going. This menu should have every single item Digitized and it should state sold out when it is sold out. Later in the evening, that would pretty much be everything. But at least the line would go faster. Tim Hortons sure isn’t What ...