Tim Hortons — Restaurant in South Dundas

Ordered 7 items through the app. One of the staff members informed that they don’t have the 6 items. Then the supervisor came and told me that they don’t have those 5 items and she can only offer me donuts or Tim bits instead of savoury pastries and iced Capp instead of iced coffee ; and if I would like a refund then I have to get it through the the app. When asked how to do that, the response was- “I don’t know how, but I know you will have to do it through the app and I know someone has done that.” Another way to say- I don’t care, go find yourself. When you are travelling, you don’t have the patience to spend time arguing with someone, who doesn’t know what he/she is doing. Be aware , when ordering through Tim Hortons app.

UPDATE: received a reply from the customer service, as follows- “ Thank you for reaching out to us at Tim Hortons Digital Support!

I completely understand any frustration this situation has caused you and want to sincerely apologize for the issue.

If you'd like to be compensated for your pick-up order, you'll need to request it directly at the store where your order was placed. The in-store staff has the authorization to provide replacement items and/or a refund for you. We here on the Digital Support team only have access to orders placed for delivery at this time and therefore do not have the power to refund a pick-up transaction. Please note that our stores are individually owned and issuing a refund for an in-store transaction is ultimately up to the store manager or owner's discretion.

As a sincere apology for the inconvenience this situation caused you, I am happy to issue you 50 Points so you may enjoy something delicious on us on your next visit to Tim Hortons.

Please let me know if you have any further questions. Otherwise, I wish you a great rest of the day.

Thanks,

Jessica “ Now Tim Hortons digital support/customers service representative is asking me to travel 395km to get around $20 refund which is also the store’s discretion. I am being offered 50 points as compensation for $20!! . No more ordering through Tim Hortons app. I would highly appreciate proper actions to resolve this matter, from the owner or management of this store and Tim Hortons brand...

I've stopped at several ONroute stations along the 401 between Montréal and Toronto, and while they serve their purpose, the experience leaves much to be desired.

On the positive side, the bathrooms are generally clean and well maintained, and the buildings let in a lot of natural light, which helps create a more open, welcoming atmosphere. There’s also convenient access to gas and basic travel essentials, which is why I stop here in the first place.

But that's about where the praise ends. The food options are standardized, mediocre chain restaurants—some Canadian-founded, but often no longer Canadian-owned. It’s disappointing that the Ontario government didn’t seize the opportunity to support truly independent businesses or ensure these spaces were reserved for Canadian-owned operations. This could have been a showcase of local flavour and entrepreneurship, but instead, it feels like the epitome of bland uniformity.

The seating areas are often messy, with tables rarely cleaned in a timely manner, and long lines make everything feel rushed and chaotic.

In the summer, I often veer off to the nearby wooded picnic areas with my own food just to enjoy a bit of peace and nature. It’s a small act of reclaiming what could have been a much richer travel experience.

All in all, ONroute gets the job done for a quick bathroom break or gas refill—but it’s a missed opportunity to create something more meaningful for travelers...

Smarten up, Tim Hortons owners! You're exploiting young international students. They don't know zip from a tim bit. Zero product knowledge. Why don't you invest a bit on training them? Oh, because they'll be leaving you as soon as they get their PR? So why bother? Because customers like me are leaving in drones because of the terrible service. They make me check the ingredients on your website, and for the life of me, I can't find out whether the new products you've rolled out have eggs in them or not!! Tiktokkers can figure out recipes on how to make dupes and post them, but you haven't figured out how to post information on nutrition that is easy to find to help your staff or your customers. Don't worry, you'll be losing your customers soon and then the staff will follow because you can't invest in them. Even your young managers are working on the counters, side by side with the staff, understaffed and overworked. Mark my words, you'll be extinct faster than our species at risk, and someone with good business smarts will take your place. Customers are not stupid. Too bad, I still...