Tim Hortons — Restaurant in Squamish

UPDATING MY REVIEW❌ Still would give ZERO STARS if I could..

I was short on time this morning and decided to give this location another chance. Whoever handed me my food at the drive through window at 8:40am on Thursday November, 6th had an extreme attitude. When I ordered at the speaker I specifically asked for my 2 orders to be packaged separately, when I got to the window it was all in the same box so I asked politely to have it repackaged separately because I was delivering it to separate people.. the lady at the window snatched it out of my hand, yelled to someone else to package it separately and then that person came to me and basically threw the food at me and said “here!” I asked for Ketchup and again the same attitude shoving it towards me and saying “here!” And then immediately turning her back to the window… the customer service here has gone down hill so fast and I am absolutely OVER IT… I definitely will not be returning after this. Whoever the manager is desperately needs to get their employees some customer service training because this is a ridiculous way to treat your loyal every day customers.

Original review:

I’ve been a loyal customer at this location for over a year, visiting almost every day for my iced coffee and food. Unfortunately, the quality and service have declined significantly in recent months. Despite politely mentioning issues with my order multiple times, nothing has improved.

The food now seems carelessly prepared, with minimal ingredients, and the iced coffee — which used to be excellent — has become consistently disappointing. Today was the last straw: my “iced” coffee didn’t even contain a single piece of ice and tasted old and watered down… which has been an issue every time I’ve visited this location over the past month… somehow I’m always hoping this time it will be right… and somehow it’s worse every time!

It’s really unfortunate, because this used to be one of my favorite spots and is so convenient on busy mornings on the way to work. I hope management takes this feedback seriously and makes some improvements, but I won’t...

I was visiting from London and was excited to try Tim Hortons, but I had a disappointing and rude experience. I was initially served by a lovely Indian lady (whose name I unfortunately forgot), and she provided great service. We purchased over $20 worth of items, but either I or the server made an error with one of the donuts.

I went back to explain the issue and was assisted by another server, who then called over a rude woman named Mai, who appeared to be of Chinese/Filipino descent. She rudely told me it was my fault and insisted I would have to pay for a new donut because I had taken a bite. She didn’t even bother to ask what went wrong or request a receipt; she simply blamed me. It felt as though a small mistake with a donut was enough to ruin the entire experience.

The manager or supervisor really needs to address her behavior, as it led to this negative review. After seeing I was upset, they offered to waive the cost of the donut, but the embarrassment caused in front of other customers made me insist on paying and getting a receipt. This visit completely soured my Tim Hortons experience. Since being here, I’ve spent over $400 with the brand in just one week, but this incident has made me question whether they truly care about their customers. Out of principle, I’ll be taking my business elsewhere.

UPDATE: I posted this review on Google months ago, and Tim Hortons responded, claiming they care about customer concerns. However, despite contacting them, your team has yet to call me back or take any meaningful action to resolve this matter. Tim Hortons, you act like you care, but your lack of follow-through...

We often come to Tim Hortins drive thru for breakfast and this morning we ordered and my partner likes to order a bagel with extra cream cheese. We have on many occasions have ordered extra cream cheese and have not received extra. I use to work at a Tim Hortins and I know what extra looks like. My partner had ask to please remember to add the extra because the last bagel was "hideous" meaning he was upset that he had to pay for extra and didn't receive extra. I know that you are working on a clock to make it seconds from ordering to window but the quality of service has been bad as in when we reached the window my partner received a dirty look from one of the women in the window. I understand the feedback was not the best wording but in customer service we should always be professional. The way this lady look at my partner through the window is what I am relating to as bad. She glared at him and made it a point that we see her glaring at him the entire time they were serving us. She was not the one handing us the food so she had no reason to be mean mugging us. All we wanted to make sure is that our order was right and had the extra cream cheese that we paid for. I worked at a Tim Hortins for two years and worked drive thru and never would I think to mean mug the customers in this way. It was very unprofessional and uncalled for. I would never glare at someone for something so miniscule as asking to make our order right this time. He didn't use a mean tone or yell or use profanity he just said "my last order was hideous" to get his point across that he wants his order...