Tim Hortons — Restaurant in St. Catharines

My 4 year old and I visited this Tim Hortons on Monday, February 26, 2024, at about 430pm. At first it seemed like a well ran franchise. I treated my son to a sprinkle donut, which he was super excited about, and a honey cruller and iced tea for myself. We sat down at a table, then my son says, " I have to go pee!", so we head to the bathroom, where a lovely Tim Hortons girl was cleaning, she didn't hesitate to stop in her midst to let him use it, and wait to finish cleaning it, till he was done. She was super nice. Then we sat back down at the table and my son was so excited to finally enjoy his donut. After only a couple bites, it slipped from his little hands and onto the floor. Not even half eaten. He jumps out if his chair, to pick it up and looks at me and says, "please Mommy, can we just dust it off?" I shook my head no, then the gentleman sitting at the table beside us says, "Just go to the counter and tell them it fell on the floor and they'll give him another one." When I showed the server at the cash register and told her what happend, she said, "Ahh, that's to bad, but if you want another one, you have to buy it." I said, "Really?," and she said, "Yes."So I went back to my table to get my purse, then got out my bank card and paid for another 🍩 donut, received it, and we sat back down. The gentleman beside us asked, "Did she just make you pay for another one?," I told him, "Yes," and we both just raised our eyebrows and agreed that our opinions of this, Tim Hortons location, just changed dramatically. We all, won't be going back, which is really to bad, because both their father and I drink coffee, both my kids love donuts, and we pass this specific location every day, when we walk our kids to and from school. I just felt like their was no compassion 😔. I know it's purpose is to make money, but that's not how customers should be treated. If food in a restaurant falls on the floor, it does not matter who's at fault. I believe it should be replaced without any extra charges. In my experience, all other restaurant's, that I've ever been to, have always shown much better customer service. I've never even ever witnessed anyone, having to pay again for food that was accidentally dropped onto the floor, by a child, or anyone else, for that matter. I know it's not a written rule, to replace dropped food, but when an excited 4 year old does it, I feel exceptions...

I very very very rarely post bad reviews, because I do not like to hang on to bad experiences, but I have a personal love for customer service as someone who worked in hospitality as a manager for 5 years during school and now is in sales. I just had a terrible experience at this location! :(

I've known that this store typically is very dirty, but I like to study here during the day sometimes as it's close to my girlfriends house. Today, every table in the store was covered in food scraps and was very dirty so I had to clean myself a spot to sit. This however is not even bad enough for me to write a review. The worst part comes when I asked for a small cup of water. I was told I had to pay 10 cents... 10... small... cents...

I understand that this is a Tim Hortons policy I suppose (which is ridiculous, everybody should have access to water free of charge in CANADA). But the way Karen (the staff member) addressed me made me feel so small and she demonstrated no compassion or interest in even helping me. Just a 'no, water is 10 cents on the till'. Didn't even go to ring it in for me, or ask how she could help me or anything. 0 interest in getting a customer a cup of water, major 'who cares' attitude.

Anyways I left and got a Peppermint Mocha at Starbucks instead of here. Hope the value of your 10 cent cup was worth the...

I feel like any 5/5 rating for this place are friends of the workers and owners. I never leave reviews but this place really erks me so I had to.

I live close to this location so I go every once in a while out of pure convenience but now I drive a bit further to the one on Welland ave because it’s less terrible.

I’ve had a crazy amount of “zero iced” incredibly sugary iced caps. Cold breakfast sandwiches with stale English muffins and sometimes old blueish eggs. Minimal cream cheese on my bagels. An order of green tea, 1 milk, 1 sugar that they heard as CREAM tea, 1 milk, 1 sugar?!?! Slow service in the morning is especially awful if you’re in a rush before work, they have one or two workers that don’t work on your order until you’re at the window. They move very slowly.

I’ve never been to such a consistently awful Tim Horton’s in my life. Tim Horton’s has really gone down hill which sucks because it was a staple in Canadian culture for the longest time. I know there are other locations that have kept their quality but this location is definitely not one of them. I say fire the whole crew and restart with people who actually know what they’re doing or start implementing better training and...