Tim Hortons — Restaurant in Surrey

As someone who frequents this location often due to proximity, I have to say that the customer service and overall atmosphere (specifically the drive-thru services) are severely lacking professionalism and authenticity. The staff have proven to be overly conscious about the timing aspect and prioritize that over customer needs and comfort. Either immediately after or sometimes even during the motion of being handed my food/drinks, the staff will say "okaythanksbyeNEXT CUSTOMER!!!" which feels extremely rushed, you don't even have time to put your drink in your cupholder before they send you off. However, if they are the ones that take long to serve you or process a payment, they ask you to keep your car in that spot due to the timer. It is not our responsibility as customers to maintain the working quotas of the company. This morning, I had paid with a gift card, received my food and drink, and was waiting to see if I had to pay anything extra. The staff member said the whole "okaythanksbyeNEXT CUSTOMER!" and I, the customer, had to ask "do I owe anything more?" Of which then she checked and said "you owe me $2.61." She was so rushed to get me out of there that she didn't ensure they had received full payment. Overall, there have been many experiences at this location where customers feel rushed and unwelcome. Not to mention I have received incorrect food/drink items more than a reasonable amount of times, and the bagels are rarely cut down the middle, but rather into a 20:80 ratio cut (because of rushing!)

I think an quality check/audit from Tim Hortons higher ups would be beneficial to...

In the drive through at 6:30pm, the woman on the speaker said they had no donuts or Tim Bits at all in the store. That was all we were there for.

We had to wait it out in a very long line or cars for absolutely nothing. There was no apology or trying to make it up to us. They actually kept the window closed as we drove by. We had not been at all rude to them in any way except surprise that they didn’t have any donuts, so there was no reason for them to show absolutely no respect like this. This is the worst incident to date but it also didn’t surprise me that much. Service here has been utterly terrible for a while now.

Every time we come to the particular store, which is fairly often, they are out of our first and second pick of items (sandwiches, not just donuts), they often make us repeat ourselves several times like they can’t understand what we are asking, often talk rudely with no patience instead of trying to be helpful, they mess up the order almost every single time. And when we get the food, especially sandwiches, it’s put together kind of grossly.

My family will no longer go here, ever. We are sick of it, there has never been an attempt to make up for any of it. We’d rather drive somewhere else for donuts or anything else. I’m not even sure I want to keep going to Tim Hortons at all as I’ve heard stories from multiple friends about how terrible the service has become across many of the locations. This one for me is...

So there I was, craving a simple double-double you know, the kind of order a trained monkey could handle. But no, this was Tim Hortons, where every visit is like playing coffee roulette!

I walked in and placed my order: "Coffee, two cream, two sugar." Simple, right? Wrong! Somehow this transformed into a mysterious interpretive dance where I ended up with what I'm pretty sure was hot water with seven sugars that had been sitting there since Justin Trudeau was in diapers.

The best part? When I tried to explain the mistake, the cashier looked at me like I was speaking Klingon. We played an entertaining game of charades for about five minutes me pointing at coffee cups and making drinking motions while the line behind me grew longer than the Canadian winter.

Finally, after what felt like negotiating international peace treaties, I got my coffee... which turned out to be cold enough to give a polar bear hypothermia. At this point, I just had to laugh. I mean, you have to admire the consistency they never get it right. It's almost impressive!

Maybe next time I'll just point at random items on the menu and see what I get. Honestly, the results couldn't be any more unpredictable than actually ordering what I want!

UPDATE: I've tried contacting Tim Hortons twice and both times their agents were completely unhelpful and didn't even offer an solution, So I think McDonald's will be getting all my future coffee and...