Tim Hortons — Restaurant in Surrey

I had a very disappointing experience at this Tim Hortons location yesterday (June 4th) around 8:15 PM. My friend and I went through the drive-thru to order coffee. When we pulled up to the speaker to place our order, no one responded for 3–4 minutes. We waited patiently, assuming they were busy. Eventually, a female staff member finally spoke, but her tone was very rude right from the start.

Despite her behavior, I stayed calm and gave her the benefit of the doubt — thinking maybe she was just tired after a long shift. We placed our order anyway. But when we drove up to the window, the same staff member — a tall Indian girl — continued to be extremely rude and unprofessional. She accused us of “talking inside the car” and blamed us for not ordering sooner. I explained that we were waiting at the speaker, but no one responded initially. Instead of listening, she suddenly raised her voice and continued with her rude attitude.

Another staff member, an Asian girl standing beside her, politely apologized and asked us to ignore the situation, which I appreciated. I asked for the rude employee’s name so I could file a complaint, but she didn’t respond. Instead, she slammed the window shut in our face and said, “No order for you,” canceling our order without any explanation.

This kind of behavior toward customers is completely unacceptable. My family and I live nearby and used to visit this location daily. But after this incident, I would not recommend going to a place where the staff is aggressive, disrespectful, and unprofessional.

I hope management reviews this incident and takes appropriate action. The staff involved were working the drive-thru window around 8:15 PM on June 4th — a tall Indian girl along with an Asian girl who attempted to defuse...

I took the time to contact Tim Hortons customer service and reported an issue. Not the first time I’ve had issues either at this location . The manager responded but wouldn’t respond to my actual concern . Here is what I wrote :

Hi,

“I specified I had the coupon before I ordered and your staff never advised me of any substitution issues. They only stated to show the coupon . I scanned and noticed that I paid regular price. Instead of trying to help the staff argued . That’s really poor customer service . I’m not sure what their apprehension to helping me was . But I wouldn’t be as upset if this was the first time at this specific location . I’ve been to this location since it opened and I would say the poor quality of service started 3 years ago roughly . I’m not sure I would come back after this interaction.

Regards, “

And this was the original response from the manager :

“Hi Billy,

I'm really sorry taht your coupon didn't work on your visit. the offer says coffee and you ordered tea for one of your drink that's why it didn't work. you still have the offer and you can still use it on your next visit just remember to order coffees for drinks. Thank you so much and very sorry for the inconvenience.

Shar Tim hortorns South Point “

This doesn’t feel like the managers response but literally what staff were bickering at me with. They didn’t offer to correct the issue even if I gave the tea back. Once they had my money that was the end of the transaction for them. I would give a 0 star review if it was possible . They never tried to resolve my issue on site or via communication afterwards. Really poor service...

Ah, Tim Horton’s. The lifeblood of every Canadian road trip, early morning commute, and poor decision made after 10 p.m. I walked into my local Tim Horton’s expecting exactly what one expects from Tim Horton’s. Long lines, slightly confused employees, and the ever-present scent of stale coffee mixed with mop water.

The coffee at Tim Horton’s was, as usual, a gamble. This time, I lost. My double-double from Tim Horton’s tasted like it had been sitting on a burner since the days of old Timothy Horton himself. The food? My donut from Tim Horton’s had about as much filling as a broken piñata. And let’s not even talk about the breakfast sandwich from Tim Horton’s, which somehow managed to be both rubbery and soggy at the same time—a true marvel of fast food engineering.

The service at Tim Horton’s was efficient but lifeless, as though every employee at Tim Horton’s had made peace with their fate long ago. I ordered my meal, received a half-mumbled “here you go” from a weary cashier at Tim Horton’s, and moved along, just like the thousands before me who have shuffled through the doors of Tim Horton’s seeking nourishment and left with only mild disappointment.

But the thing about Tim Horton’s is… I’ll probably be back. Despite everything, there’s a certain comfort in knowing that no matter where you go, Tim Horton’s will always be the same. Mediocre? Yes. Necessary? Absolutely. Because in Canada, resisting Tim Horton’s is like resisting winter—you can try, but eventually, you...