Tim Hortons — Restaurant in Toronto

A VERY DISGUSTING EXPERIENCE WITH THE OWNER OF THIS TIM HORTONS - 5555 Eglinton Ave West Etobicoke ON

My story of disgusting experience begins....

I was coming back from work on October 21st at 5:30 p.m....and remembered my family member had a birthday. I was too happy.

While driving I saw this Tim Hortons (been going there for 3 months) and went in....the address was 5555 Eglinton Ave West Etobicoke. In a good mood thinking I will order a wrap went to the Drive Thru and ordered a wrap with all the toppings ingredients I wanted.

The place was not busy...at the Drive Thru I repeated like the order 3 times...then went to the first window....there the order was ready and I paid...happily started eating the wrap....as soon as I left...I realized something was missing. I went back to the Drive Thru...and complained. They said come to the Drive Thru window we will replace it. I said cool...reached the window and since I had eaten some portion of the Wrap...the Owner came to get my wrap....to add the ingredients missing.

I thought they will give me something like a new wrap or the ingredients on the side. Instead of that the Manager said "you have finished most of the wrap...we can't help it. Here is the refund" by giving me some $5 and change....and said "Never come back to this Tim Horton's we don't need your business".

I was just shocked listening to this statement. I said excuse me....The manager repeated "do not come here again, we cannot waste food after you. We have been wasting food for you - for last 3 months". I was surprised....wow.... Went inside the restaurant...I said to the manager I would like your Name and talk to the head office. The manager said "No I won't share my name and you can leave..." I repeated this 3 times. He said "No no no".

He kept my wrap too which was not even returned. Hungry and angry I wanted to SCREAM!

I would like Tim Hortons to know that @ We are customers and order food because we like your food and pay money for it. We are not here to be told what to do! What the manager did was HEIGHT OF RUDENESS. Canadians come to your restaurant for food (fresh) and respect. And by not cooperating with me he has lost a loyal customer and he has humiliated a customer ie. me infront of everyone. This has definitely affected me so much I will never go back to Tim Hortons. It was just not expected.

Comment on this post to let me know what...

One of the worst locations of Tim Hortons. I am writing this after several visits as my office is nearby and I am writing only so they actually take feedback and improve these things because people pay for these services:

The official languages of Canada are English or French. No one should be conversing in front of customers in their own language. The staff is mostly busy chatting in their own language and what prompted me to write today was the absolute mockery by the woman on breakfast counter of calling out orders in English when they were ready. I could not understand a word of what she called out three times and never mentioned customer names, I had an English egg muffin and so did someone else and we both guessed it was ours. A food establishment should clearly call out by name/number and order so people don’t have to guess during rush hour. Please train staff to communicate in English/French as its rude. They can communicate in other languages at back or outside of work.

Most times I have found the bagels with little to no cream cheese, poorly made english muffins etc. so please improve the effort you put into making these even if it means extra 5 seconds, we are happy to wait extra 1 minute but have good quality than coming back and wasting our time and your time.

Cleanliness is non existent on this location - I have never seen the staff wash hands, counters are always dirty in morning/evening. Floor inside the counter looks it hasn’t been cleaned for ages and the people working especially on breakfast counter have kept it in pretty bad shape. Please improve cleanliness as you’re a food establishment and an internationally acclaimed one.

Poor customer service - language is one aspect I highlighted above but even after countless visits here I have never been greeted with even a “hi”. They take orders without saying any greeting, any thank you and sometimes even talk to another colleague in own language while taking an order attentively, its very rude. You can excuse yourself and answer the colleague or you can excuse yourself from colleague and take the customer. I have never made a fuss on site so I cannot say how they are with conflict resolution so just putting my other thoughts here.

Hope you take them constructively and make it better not only for paying customers but for yourselves too, its very rewarding to work in an efficient and...

May 27, 2025 Went through drive-thru and order taker repeated the order fine via intercom. When I came to the drive-thru window, wrong order was presented to me after payment. When I mentioned what my order was, she again presented me with the wrong order. On a side note, she did get the order right the third time around.

April 8, 2025 Some employees are clearly misinformed in regards to the Roll Up The Rim to Win program. A coffee win refers to ANY coffee or caffeinated beverage. They did not honour my request for a medium Oreo Iced Capp instead saying I could only use it for a coffee. Clearly, this employee at the drive thru thought it was coming out of their pocket if they did otherwise. They had to ask another employee about it and interestingly, a discussion had to be had. I consider this Tim Hortons to have the lowest service level and quite sad actually. I doubt I will ever solicit this locations business since some employees are not interested in customer service.

April 3, 2025 Came into the store this morning and used the kiosk to order a donut and a pastry. It took this store 20 minutes to get me my order.

This store somehow seems to be getting worse and worse. :(

April 1, 2025 Came in for lunch and ordered a cilantro veggie wrap. Used kiosk order so you should not be able to get that wrong. Say maybe you don't hear too well or you don't understand very well as a staffer.

They took about 15 minutes and still got the order wrong. I drove away and when I unwrapped my wrap, I got a cillantro slow cooked chicken wrap.

It wasn't that busy.

This location used to be decent. After the renovations, service has fallen downhill. New furnishing does not equal...