Tim Hortons — Restaurant in Toronto

During a visit to the Smart Centre North York Tim Hortons, I purchased a latte. However, after driving away and taking a sip, I noticed that the coffee was unexpectedly cold and did not taste like a typical latte. Since I had some work to finish nearby, I decided to stop by another Tim Hortons location at 3140 Dufferin Street, North York to request a replacement.

Upon making my request, I was asked a few questions, which I answered honestly. Unfortunately, the staff declined to honour the replacement citing various reasons. What made the situation uncomfortable was the dismissive tone and behaviour, instead of engaging with the concern professionally, I sensed a lack of trust and respect when the other staff were smiling sarcastically, which made the experience quite disheartening.

One of the staff members, Mandeep, took the lead in the interaction. To my disappointment, she stated that what I had brought in wasn't even a latte. At that point, I felt the need to firmly stand my ground and even suggested she could test the coffee in a lab and if it wasn’t from Tim Hortons or wasn’t a latte, I’d pay $1000. To provide evidence of my purchase, I attempted to show the transaction via my mobile banking app. I faced a brief technical issue logging in and had to contact my bank for assistance. Once resolved, I was finally able to show the proof of purchase through the Tim Hortons app, and only then was the coffee replaced by Mandeep. She apologised too but the reputational damage was already done by then.

What should have been a simple customer service request turned into a rather stressful and unpleasant experience that I hadn’t anticipated. While I appreciate the eventual resolution, the journey to get there left a lot to be desired in terms of customer care and trust. Tims staff should be able to understand their customers to resolve their grievance w/o any biases based on past experiences.

My takeaways: Always collect a receipt when making any purchase at Tims to avoid potential disputes Always double-check your order, even at DriveThru, to ensure accuracy before...

Came to enjoy hot drink and treats with friends, after finishing an earl grey tea, I asked for more hot water to top it off- the staff refused and insinuated I was trying to get a ‘free refill’ and scam the chain- seriously? Charging me for a new cup to go into their coffers when my current cup was apparently unhygienic as it was used- what is this world coming to?! Since when does hot water constitute a refill? I PAID for the tea 🙄 in any case, I got the hot water finally and then she refused milk and sugar, as she had given me water, and then read me their policy docs stating they are not permitted to give these things with water- FFS, in today’s time is it a crime to enjoy a ‘second’ cup of tea on the back of the first PAID cup- does Tim Hortons honestly think good hard working Canadian folk are made of money?! Kindly share your thoughts as this madness has been happening ALL week- but we are being asked to support Canadian and help local business for this kind of attitude and service?! I’m really not sure. ADDENDUM - wanted to complete the survey, went back to ask for a receipt (you need a number) the same lady tried but couldn’t find it, then I asked for her name and she refused saying I’m going to post a ‘fake’ review and of course doesn’t want to get in trouble, she then proceeded to lecture me again about her store policy. I politely told her I don’t need to rehash, then she welcomed me ‘not to come back again’ wow- absolutely stunned. Thank you Timmy’s, will gladly not return to this location...

Short line to wait in to be served. They had very little options as most donuts and bagels were not available.

I had ordered 2x Everything bagels but was told they only had one so I asked what they had available and proceeded to place my order and pay.

As the server gathered other elements of my order, she then tells me that they did not have the Apple Fritter I had ordered. I stated that she had already taken my payment by the Tim Horton's app at which time she responded that she thought I had checked they had the item in stock.

I then asked if they had any chocolate chip cookies instead which she responded they only have what is in the display case.

I asked what I was supposed to do now? The server told me that she would have to give me a refund to which I agreed.

Upon giving me a bag of items, I asked if that was everything? She tells me that this is everything I ordered. I jokingly responded that it wasn't everything as I didn't get my apple fritter. I was shocked when she responded that I should have checked first. I told her that this is something she is responsible for and it is not up to the customer to check what they have available.

This is a poor excuse as she was fully aware that she didn't have enough bagels and I visit many Tim Hortons locations who know better to check themselves before completing the...