Tim Hortons — Restaurant in Toronto

Danny and Brian were exceptional in delivering the client experience. I had ordered and used a coupon from the app - a 2 for 7 wrap in which I scanned. Subsequently I added a soup however and for whatever reason when I made the addition, the system refused to accept my coupon. If the order was for me I would have been ok with not being able to use the savings from the coupon, however I was ordering for someone else and could not go back with a receipt that was more than what was expected.

They tried to get the coupon through the system however it would no longer accept the discount, it would only indicate that points were collected. Another lady was called and she also tried to help which ultimately led to the timely calling of the manager Kathleen. By this time the line-up behind me was building. Kathleen explained to me that due to system limitations they were no longer able to utilize the coupon code, however what she did to make it right was honor the pricing and the order outside of the system. She was able to find a solution in ample time and was clear to communicate for me as a customer that it was outside of her capabilities to have the system accept my coupon.

Thank you Kathleen and team for your understanding and for being able to resolve the situation with empathy and care. The service I receive at this Tim Hortens location has always been great, the staff are always polite, upbeat, attentive and hard working. I'm surprised in going through the reviews that there was a compliant on Brian, as I feel he's an integral part of this cohesive teams energy.

I always advise my colleagues here at RBC in the York Mills Centre to purchase their lunch here, and they never have anything negative to say as the staff do a very great job. Coffee is always fresh and food is always warm, great job to the management team for running...

I’ve ordered the same meal—croissant with hashbrown, chipotle sauce, lettuce, and tomatoes—multiple times from this location. Every single time, there’s been an issue. I’ve requested it to be grilled, and I was told they don’t offer that—fine, I accepted that. But today was the last straw.

The croissant I received was an absolute mess—sloppy and poorly put together. On top of that, when I asked for napkins, I was given just two. Seriously? That’s basic customer service.

And it didn’t end there. I also ordered a steeped tea, which was barely warm—maybe 30% hot. For a morning order, this is unacceptable. Mornings set the tone for the entire day, and when you’re in a rush and skip breakfast at home, at least your coffee or tea should be perfect. But instead, this ruined my whole mood.

What’s worse is the attitude of the staff. They look like they don’t want to be there, as if they’re just dragging themselves through the day for the paycheck. No smile, no courtesy, and a consistently careless attitude. Wrong orders seem to be the norm here.

As someone who works at Tim Hortons myself, I know what proper service looks like—and this is not it. At my location, we genuinely care about the customer experience. But this place? It’s the complete opposite.

If the staff here are so unhappy, maybe it’s time to rethink whether this location should even stay open. Don’t ruin someone’s day just because you don’t want to do your job. It’s beyond disappointing. If I could give a negative rating, I absolutely would.

I usually stay quiet and try to leave positive reviews, but enough is enough. This location needs serious improvement—both in food quality and...

Disappointed in the lack of manners the employees have. Very rude, rolling eyes, making snarky comments. I asked for a small decaf & nothing was said to me after I paid. I saw a small coffee placed on the high table where everyone else was waiting for their orders and asked if the coffee was mine since nothing was said or write on it. After asking around the guy who took my order rudely stated obviously it’s mine since he took my order. Ok but I was asking because nothing was called out , no eye contact & there were other small coffees & orders on the same table. How was I supposed to know it was mine when nothing was said? This was only 1 comment towards me but I heard many rude comments to customers while I was waiting in line, including an older gentlemen waiting for his coffee and he has asked if the order was his and an employee rudely said “ok but I called you a long time ago” rolling their eyes. Not to mention there were 2 other people waiting to get their orders RIGHT because they received...