Tim Hortons — Restaurant in Summerside

Terrible customer service seems to be a thing with this location. On Sept 8th, 2024 at 9:58 am I ordered an extra large double double via the drive thru. Pretty standard order. I received my coffee and went merrily on my way....until i took a large sip and discovered I had been given an extra large black coffee instead of what I ordered. So i had to pull over and tend to my rapidly swelling upper lip. I went back to the drive thru and they silently corrected the order without so much as a "we're sorry". I decided to give the customer experience line a call (1-888-601-1616) and explain the situation. To be fair, the customer experience agent was very understanding and frankly a bit shocked at the potential damage that experience could have caused. The very apologetic young lady indicated that she would have the location manager or owner and the regional area manager give me a call to discuss the situation. She also explained that it could take 2-3 days for the call to happen. That was Sept 8th. On September 14th I still hadn't received the call so I tried again. The agent promised to escalate the matter...on September 23rd having still not received the promised call, I called again. Same escalation response. So as I said, poor customer service seems to be the norm for this Summerside PE Tim's location. Order at your own risk...

I really didn’t want to post this as I’ve been coming to this drive thru for a while without issues. Last week I ordered an iced coffee without sugar, but they gave me one with sugar, even after I confirmed at the window. I let it go, thinking mistakes happen.

But then today happened. I ordered an egg and cheese farmer’s wrap. The screen showed “sausage farmer’s wrap,” so I corrected it right away. The order taker said, “Got it.” Then at the window, I asked again, and she confirmed it was an egg and cheese farmer’s wrap.

As soon as I opened it, I could smell the sausage. Sure enough, it was the wrong order again. I drove back, the another order taker understood what i wanted and they replaced it with the correct order ,thank you for that but the staff seemed annoyed about correcting their own mistake. The window person admitted she had confirmed it but said, “I’m not the one who makes the order, I’m just on the window.”

Two wrong orders in a week, both confirmed at the window. That’s not just bad luck, I’d say it’s a lack of attention and miscommunication...

From the US, on vacations on the island! Came to this Tim Hortons a couple of times in an attempt to try their "Poutine". First time was "we run out of potatoes wedges" second time" we run out of cheese curds". I was asked if I'm willing to exchange my "no where to found Poutine" with hash browns, which is kinda of ridiculous, since I got only two tiny ones for the price of a Poutine ($5.00). It's hard for me to believe that Tim Hortons is losing on customers with these kind of excuses. You ain't gonna see these kind of excuses in any fast food stores in America. Otherwise, Tim Hortons has great coffee and the staffing is competent, helpful...