Tim Hortons — Restaurant in Toronto

Horrible horrible customer service I hope corporates office reads this and the owner Ben. On August 3, 2025 at 9:43 am I come here I spoke with Catherine who said she’s the manager and deserved me. On Friday August 1,2025 my husband and I were on route to the cottage already on the jam packed highway when I went to take a sip I was given coffee now at that point we can't turn back it's already litbifcteaffuc. So I called I even have the call log spoke with a chubby girl with glasses who never smokes she kept arguing I told her I'm not lying. I even asked her nicely how she is doing when I arrived she responded in a very rude manner and said your always complaining I told her yes because everyone you make my order it's incorrect she kept interrupting me. I asked to speak with the manager falsified herself by saying she’s the manager. This Tim Hortons is repeatedly making mistakes on orders I even confirmed with the supervisor when I called back to ask for the owners name. I spoke with Zahir who was amazing she is the one that told me that Catherine who I was dealing she’s not the supervisor and how she was at the back when this incident occurred and didn't know that this happened. She also confirmed that she knows me as I order on Uber I have a right to complain I’m paying for my stuff especially when it's made incorrectly. I have a severe allergy to cereal more than a handful of times they gave my strap tea with cream I never even made an issue I just threw it out. She also made a racial comment that I recorded by saying “you people” just because I call when I order uber because they NEVER follow the notes on Uber order and always make mistakes, which Zahir also confirmed that there has been mistakes on my order repeatedly she agreed to that. So many times I ordered from uber eats n there's mistakes uber themselves told me call the store to confirm and mage sure as they can't do that on their end. I’m taking this higher up now I do not appreciate the racism comment that was being used thank god I have log of when I called. Please be very careful around this individual as she has no customer service ethics and definitely does not know how to talk to people and is racist. I’m not leaving this here, I’m escalating this to head office no one deserves being treated in a discriminatory manner. I will complain if my order isn’t right I have every right to do that as I’m a paying customer. I hope to speak with their owner and I expilicty told Zahir I don’t want her to serve me. Please be mindful of this employee by the name of Catherine as she goes around saying she’s the supervisor. I even called esso gas station as they know me very well and I have a good rapport with the owner even the cashier told me that many people complain and there’s been complains on her too. I’m hoping to speak with the owner which by the way his...

I’ve visited many Tim Hortons locations over the years, and while I’ve had occasional issues, I’ve never felt compelled to write a complaint—until now.

Today around 8 AM, my friend and I had an unpleasant experience at this location. One of the female staff members (Asian, not Indian, mid-aged, wearing glasses, and of a heavier build—description only to help identify her, not to offend) behaved in a shockingly unprofessional manner.

She yelled at my friend simply because he said “cold coffee” instead of “iced coffee.” Despite the disrespect, my friend remained calm and composed. Unfortunately, that wasn’t the end of it—she went on to give us the wrong order and then proceeded to shout at us for allegedly not standing in the right spot.

We were starting our morning in a good mood after a long weekend, and one interaction ruined the tone for our entire day. I’ve lived nearby and been a regular customer at this location for years, but this experience has made me seriously reconsider returning.

I do not want anyone to lose their job, but someone with this level of aggression and lack of customer courtesy should not be in a customer-facing role. A smile and basic politeness should be the standard—not anger and shouting.

Please look into this matter seriously. Customers should not be treated with hostility for simply...

My recent experience at this particular location was quite disappointing. The service was far slower than I’m used to, and it took much longer than expected to receive my order, despite there being only a few people ahead of me. I understand that delays can happen, but it seemed like the staff was a bit disorganized and not working as efficiently as they could have been. I watched as others also waited longer than usual, which was frustrating.

The food and drinks were, of course, what I expected from Tim Hortons—fresh and tasty—but the delay took away from the overall experience. I’ve visited other locations with great service and speed, which is why this one stood out as an exception. Hopefully, the team at this location can address the slower service to provide a better experience for customers in the future. I’ll consider coming back, but only if the...