Tim Hortons — Restaurant in Toronto

Title: Disappointing Customer Service Experience

I have been a regular customer at this Tim Hortons location, but my recent experience on Christmas Eve was incredibly disappointing. I placed a breakfast order for my family, including vegetarian items. Since previous orders had been mixed up (e.g., sausage added to an egg and cheese order), I wanted to ensure everything was correct.

Initially, the cashier struggled to follow the order, but thankfully, another cashier stepped in to fix it. However, when we reached the drive-thru window, we encountered unprofessional and disrespectful behavior from the staff. Three employees were mocking us, rolling their eyes, laughing, and speaking in their own language. It was clear they were making fun of us.

I confronted them and asked what was so funny, but instead of apologizing, they continued their rude behavior. As a customer, I have the right to ensure my order is correct, especially when dietary preferences are involved. Mocking a customer for being diligent about their order is unacceptable.

I reported the incident to the supervisor, but she didn’t seem to take it seriously. This lack of accountability is disheartening.

To make matters worse, one of the staff members involved is someone I’ve noticed before for consistently poor customer service. She is often rude, unhelpful, and has a bad attitude toward customers.

I’ve never written a Google review before in terms of customer service, but I felt compelled to do so because no customer should have to endure such behavior. Tim Hortons needs to address the service quality at this location and ensure their staff is respectful and...

I am a frequent customer at Tim Hortons, and especially this “home” location for me, unfortunately, the level of service varies greatly at any Tim Horton’s I’ve been to, I often don’t get a “thank-you”, or a “sorry” for getting the order wrong, I get employees on the speaker who don’t listen well or employees in the back end who are not attentive to ensure the order is followed correctly, even at this Islington location.

This morning, however, we went through the drive-thru for breakfast at about 10am and we were greeted by Nicole on the speaker and Maysoon(sp), at the window, Nicole is pleasant, patient and listens exceptionally well to our order and Maysoon(sp) is always pleasant to deal with. Tim Hortons should have Nicole training all other Tim Horton’s employees on patient, professional listening skills. I also understand it takes an attentive back end staff who is making the order to follow the order carefully to ensure its right, so thank-you to them as well. Great job! Sometimes we are more motivated to write a bad review when the service we receive is not up to our expectations, and we forget to write a good one which is equally important. I gave a four star for these employees today, but not a five because the service is not always consistent with other employees. Keep striving to make the mornings of your customer just a little bit better with a smile, great service and a thank-you, it goes a long way!

While I’m at it, can I request that you carry lactose free cream...

FYI it's quicker to go through the drive through, then to walk in. In my humble opinion and also just common sense tells me that the customers who take the time to park their car and actually walk in should be given priority but time and time again this concept does not exist or is understood at this location...10 people will be waiting in line in the store and the 5 employees behind the counter are all trying to clear the drive throughs and not even remotely aware of how many walk ins are in the line and how it's growing by the minute....dah!! oh and when there is a cashier on it's usually just one only...when I did make a comment about how walk in customers should be given priority, an employee made some snide remarks to me and called me a Karen...LOL.... asked to speak to the manager as there is a problem somewhere in the link....one of the poorest Tim's I have ever visited and I visit quite a few....p.s. that employee reacting to my comment in that manner was totally uncalled for and so unprofessional. Walked in today and again had a weird, bad experience, need to find another Tim's if there is one in the area, can't tolerate this one any longer....BTW read the reviews you will see either a one star is given or a 5 star!! which I doubt very much are from reliable sources, feel these are people who rate 5 stars are connected in some way to this business and asked to give a decent...