Tim Hortons — Restaurant in Surrey

Poor customer service, Went through the drive through and the order person barely had an understanding of the English language as I repeated my simple order 4 times.Upon receiving my order they had over charged me with an incorrect order amount. When I asked to verify the order the girls began talking in Hindy in front of me and not one answered me how this order was mixed up? They charged me $20 for half a dozen doughnuts. Then another girl handed me a box and said here. I opened the box and once again it was someone else's order??? I then began to get annoyed at this point but remained composed. They looked at the order and took the box back and proceeded to get the order I placed. All the meanwhile the traffic backed up was something else as in my mirror. Then finally she handed me a box and all to my surprise the bottom was saturated with a sticky liquid??? I replied come on people LOOK? The girls replied Oooops and handed me a handful of napkins and said, HERE YOU GO! No apologies No wiping the saturated box or anything. I'm a business owner myself for the past 30 years and was left without words. This location has always had a poor reputation for customer service as far as I can remember. The only reason I have ever bothered to go here was it was close to our home. Unfortunately this was the final straw. I will take my business elsewhere. I've never complained in the past but this time was surreal. Hope they teach staff that speaking a foreign language in front of a customer is called RUDE when a customer asks wha...

Don't get my wrong, I love my Tim hortons, but this specific location the customer service is total crap. I've been going to this Tim Horton's for over a year and they had hired a bunch of new people recently and their attitude towards people is unacceptable. For example, I had gone through the drive thu the other day and asked for 4 teas and some food. I had paid half cash half debit as I was picking up for someone else as well. After I drive away I check them to find one being coffee. I go back, go inside to exchange the coffee I didn't order. The gentlemen at the front made it clear that I wasn't the first person to come in with the wrong order as he shouted back to the staff saying double check the drive thru orders. The lady who had served me in the drive thru looked back to see who was returning an order and made the snarky remark "well then maybe they shouldn't of paid half cash". Well excuse me, but what does paying half cash have to do with you screwing up my order. I had also noticed as I was standing there the big line up of customers behind me with one person at the til and a handful of employees huddled in the back laughing and talking. This isn't the first problem I have had with the service of this Tim Horton's. Next time I will be sure to ask for the manager as I will be very happy to make their manager aware of their crappy customer service. Out of all the Tim Horton's I go to, this specific location I strongly dislike. Its unfortunate its the only one on my travels to work in...

Tim Horton's is really losing its lustre.

The quality of the food over the last short period of time has really declined.

The coffee often tastes burnt or acrid.

The cups/lids leak almost every time.

You have to now pay extra for dipping sauce if you don't want to eat dry potato wedges.

The service is prompt, and the staff is friendly. But often whenever I get something to go, the bag ends up being an absolute MESS. It is not just this location, it is a common problem.

This time I got some dipping sauce for the wedges and the lid wasn't closed properly on the small container so when I reached into the bag to grab it, it was just everywhere. It isn't super easy to clean up either.

Other times I'll get chili and a bun and ask for the bun to be buttered, but they'll skip this step and just throw a few butter packets into the bag with the hot chili. They will melt and burst and then the ENTIRE bag is soaked in grease and butter. I'm not a clumsy person, this is not due to me being unduly careful. Maybe this issue can be solved with better training? I.e.please just butter the bun? (I'm driving and this is not exactly easy to do while piloting a vehicle).

I'm not trying to be a whiner, but when a person pays close to the provincial minimum wage for a sandwich meal, coffee, and a donut, it would be nice to not have...