Tim Hortons — Restaurant in Toronto

This is the first time that I've gone to my local Tim Hortons in over a year. There's always a line up when using Drive-Thru, so I used to avoid this by going inside.

Yesterday, I ordered a dozen donuts through Drive-Thru and the representative at the window was extremely rude and aggressive. When I pulled up, I asked if I could scan my Tim Hortons card for rewards. The representative responded aggressively that's to pay and not for rewards. I've always used this screen when at Tim Hortons and I'm newer to the app. I've also never been given any hassle for using the photo of my QR code. I didn't have access to my app because I was locked out, but thankfully, I had a picture of the card itself. I advised the cashier that I've used this photo of the QR code before when at Tims and she rolled her eyes and said told me "ok that's only for paying". I said no problem I will just pay then and to forget the rewards.

While waiting for my order, I asked why her why was she was being so aggressive. I noticed her manager just stood there behind her and not bothering to intervene. If it wasn't the manager, I don't blame the co-worker not stepping in. I proceeded to pay with the QR code that I had and said have a better day to the cashier. She then spoke to whoever was beside her and said that I was trying to scan my rewards app, but didn't have the right QR code open. As she handed me my dozen donuts, I said there's no need to be so aggressive and wished her a better day. This is twice is now.

I don't usually leave complaints unless the experience is that terrible. Obviously this one was that bad. This fiasco happened on Friday October 19, 2024 at 10:50 am. Also, the representative who took my order was pleasant as a side note. I asked for a dozen donuts and to please include at least two Boston Creams and this was fulfilled.

If you're unhappy with your job, don't take it out on your customers. Misunderstanding happen. Act with empathy and stay calm. You're working in customer service. Clearly this representative was not having a good day and was very impatient. Regardless, I was calm. I didn't bother giving her the same energy she was giving me. I could have gone inside to make a complaint to the manager on duty, but I was on my way to work. The only reason I stopped by was because there is no other Tim Hortons near my workplace and this was most convenient at the time.

I highly recommend that you deter from going to this Tims. It's really sad how one person can really be so miserable that they are willing to take it out on someone else. I hope this was a one time off because experiences like this don't warmly invite people back. I filed a complaint. We'll see if...

I am sitting in my car writing this at 4:15am because I am so furious to what just happened. I pull up to the drive through with only 1 car ahead of me and I ask what bagels do you have which I am told everything after a 30 second pause (she meant all varieties are available) but that wasn't the problem. I proceeded to order 1 Sesame Seed Bagel and 1 Cinnamon Rasin Bagel both double toasted with butter. After paying I waited about 7-10 minutes before the employee finally came back with my order I took it and drove off. I proceeded to eat my bagels and the sesame one is not double toasted but has butter fine I can deal with that, but the Cinnamon Rasin one not only isn't double toasted but also has Herb and Garlic Cream Cheese on it. I almost puked like what a horrible taste. I was so mad I didn't even bother to go back I just threw it out. This is the reason I stopped going to Tim Hortons, I have tried to give them a chance over and over just to be disappointed unfortunately they do not care especially this location. Tim Hortons knows you don't have many choices at that time for places to get food so the don't care. McDonald's is the only other option and to be honest isn't much better especially the location across from this Tim's but was my first choice until they said only cash at this time. So I had no choice but to go to Tim's and this will definitely be my last time as they clearly...

Was there this morning at 7:50am, waited in line for over 5 minutes with only one customer in front of me. There’s like 8-10 employees behind the counter working. I don’t understand what goes on back there, why so unorganized? What are they doing? Don’t they have one person dedicated to the cash taking orders? Also, as you can see from the picture, order an XL coffee, it’s March 12th and they ran out of roll up the rim cups? Update: I emailed them yesterday with the above comment and this was their feeble attempt at a response, see below, with no apologies whatsoever.

Thank you for contacting Tim Hortons regarding this year's Roll Up to Win!

We were very happy to welcome rim prizes back to our cups this year for a limited time. Don't worry though, if your local Tim Hortons is out of Roll Up to Win cups, the fun continues on the Tim Hortons app until the last day to earn rolls on March 23!

Every time your Tim Hortons rewards card is scanned, you'll continue to earn rolls that can be revealed in the app - and rolls are not only limited to hot beverages!

Still, we thank you for reaching out and providing your feedback. Feedback like this is extremely important to us as we already begin preparing for Roll Up to Win next year!

If you have any other questions or concerns, please...