Tim Hortons — Restaurant in St. Catharines

Staff are lacking proper training. I’m not one to complain or leave reviews, but my experience this morning left a very sour taste in my mouth. I’ll add the context that I’m a former shift supervisor at a different Tim Hortons. I went through the drive-thru this morning and ordered a French Vanilla, and I had a roll-up for a free coffee. After passing the roll-up to the cashier, she told me “I could only redeem it for a coffee or a tea”. Assuming she was newer, I politely explained that a “free coffee” can be redeemed for any hot drink of any size, with any modifications included as well. She responded again “no that’s not correct”. After that, two other staff members came over to the window and also stated that she was correct, and I could only use it for coffee or tea. I reiterated that it can be used for any hot beverage, and explained that it’s even listed in the official contest rules if they’d like to check, and mentioned that I’ve redeemed it for something other than coffee for many years. To that, the one employee said “that’s not correct, and whoever has allowed you to redeem it in the past was wrong”. At this point I was fed up and running late for work, so I paid and left. It annoyed me enough that I put in a complaint through Tim Hortons corporate. They responded, apologized, and confirmed that I was correct, and that they should have let me redeem it. They said they would pass this along to the store owner/manager along with my contact info so that they could make it right. We’ll see if that actually...

Date of Visit: July 6, 2025 | Time: 7:50–7:55 PM…

Absolutely disgusting service. We ordered something as simple as a regular quencher, double-double coffee, and an Iced Capp — and still had to deal with the worst attitude I’ve ever seen at any Tim Hortons. I couldn’t even tell if the person serving was male or female — what I do know is that they were completely unprofessional, rude, and made us feel unwelcome and disrespected. Felt like we were being treated differently — and yes, it came across as racist behavior.

If your staff can’t handle basic courtesy and fair treatment for everyone, maybe they shouldn’t be in customer service. Do better,...

Buy tea from this location daily and never had such bad experience before. Today went for coffee at 10.55pm first the lady on speaker did not respond. When she responded she was so rude and replied by saying sorry i can not serve you coffee or tea because i am closing in 3 minutes. When i went to drive thru window she was on phone. This is first time i had such an bad experience. First of all she need to learn how to deal with customers specially when you are working in...