Tim Hortons — Restaurant in Toronto

I hope management takes the time to read this feedback. As a regular customer—nearly every day—I choose this location for the quality of the products, particularly the Ice Capps. However, I’ve noticed a decline in customer service and attention to detail lately, making my visits feel more like a waste of time and money. Additionally, the quality of the Ice Capps has deteriorated; they often aren’t mixed well, resulting in a more creamy texture than coffee flavor. What can I do? I am in love with them and look forward to them everyday so imagine my disappointment when it doesn't taste good or the lid isn't placed properly and it spills OR biggest pet peeve is them not filling the cup the way they should. The price i s raised, but there is less product.

There are, however, some exceptional employees who make a difference. One person, whom I believe is named Tanya, always greets me with a smile and takes the time to chat, making me feel valued as a loyal customer. There's also a kind young woman who checks in on me, and a gentleman who is always pleasant and I saw him helping with deliveries (October 16th).

That said, the decision to implement a timer for employees has created a hurried atmosphere that feels overwhelming. I often feel rushed as change is tossed back to me, and I hear "next order ready" even when there’s no one in line behind me. This hurried pace causes me significant anxiety, making it difficult to ensure I receive the correct order. I should not have to fear as a customer to say something if I am paying and something was done incorrectly. It's almost as if they try to hurry you so you cannot say anything. 30 seconds on a timer for each customer is insane to me.

Unfortunately, I must address one particular gentleman who works mornings. Ever since I voiced a concern about my Ice Capp, he has been noticeably unfriendly. I don’t seek confrontation, but his demeanor makes it difficult to engage positively and I am most likely going to stop coming to this location (or at least the morning). I believe a little more training in customer interaction for front-line staff—whether at the drive-thru or at the counter—could greatly improve the experience. These employees represent the first interaction of the day for many of us, and a more welcoming approach would truly enhance our mornings. There are other reviews commenting on the same thing so more training is definitely needed. Everything from the greeting to the way they take the order should be reviewed. A simple, "good morning, welcome to Tim Hortons, how can I help you?" would go such a long way.

Thank you for considering...

This place is known for terrible employees I highly recommend you get better management and equipment better yet renovate the place because the wait times for baked goods such as a bagel I ordered is terrible it took them 15-30 minutes and for a BURNT cold bagel at that too with barley butter. Not to mention employees sometimes racially profile you or can’t do math and take extra change from customers saying they didn’t give the right amount when they in fact did I’ve seen it done numerous times and even had it done to myself. Specifically when I ordered a donut and cookie was given thee most DIRTIEST disgusting coin as change 0.10 cents and it wasn’t even the right amount of change I was supposed to get 50 cents. Also they always run out of things so early or things are cold,stale or burnt ?? I’ve seen my friend ask back for the right amount of change cashier gave her 25 cents when she was supposed to get 75 but the employee said no that she needed to pay 25 cents more too because she didn’t pay the right amount which is ridiculous these guys take extra change from people and students all the time for what ?? The ice caps are the worst here too basically all lukewarm liquid never enough ice or bitter...

Since the first day of opening i'm a customer already up to this date!. but few times happen that they give me wrong order! I ordered steptea (2 cream and 1 sugar they give me coffee! The lady in cashier is not focusing on her job. they always rushing but sometimes no one in front all of them in drive thru! I wish there is another coffee shop around the area! mostly the associates inside is new all the older ones is gone! sad! The supervisor keep yelling faster faster so annoying. We order in drive thru sesame bagel double toasted with cream cheese they gave me plain bagel with so much butter. Horrible I did complain and the lady is the cashier just answered me “you want another one bagel? I thought she will change wrong order but she charge me! I told her I don’t need another one! I’m the customer almost every day!

They staff who is more knowledgeable, friendly and fast! Worsts tim...