Tim Hortons — Restaurant in Toronto

1 STAR - QUALITY ASSURANCE ISSUES & INACCURACIES! 🌟

𝘐 𝘢𝘮 𝘤𝘰𝘮𝘮𝘪𝘵𝘵𝘦𝘥 𝘵𝘰 𝘱𝘳𝘰𝘷𝘪𝘥𝘪𝘯𝘨 𝘶𝘯𝘣𝘪𝘢𝘴𝘦𝘥 𝘳𝘦𝘷𝘪𝘦𝘸𝘴 𝘢𝘴 𝘢 𝘎𝘰𝘰𝘨𝘭𝘦 𝘳𝘦𝘷𝘪𝘦𝘸𝘦𝘳. 𝘔𝘺 𝘨𝘰𝘢𝘭 𝘪𝘴 𝘵𝘰 𝘢𝘴𝘴𝘪𝘴𝘵 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳𝘴 𝘢𝘯𝘥 𝘦𝘯𝘴𝘶𝘳𝘦 𝘵𝘩𝘦 𝘩𝘪𝘨𝘩𝘦𝘴𝘵 𝘴𝘵𝘢𝘯𝘥𝘢𝘳𝘥𝘴.

I am writing to provide a comprehensive account of a significant service discrepancy I experienced at your Tim Horton's Drive-Thru located at 793 Wilson Ave, Toronto, Ontario, M6C 1B6. The incident occurred on Tuesday, June 6th, 2023, at approximately 1407 HRS (2:07 PM).

Upon approaching the Drive-Thru Ordering Screen, I placed an order for 1 Large Dark Roast Coffee with 1 Milk. The order was accurately repeated and displayed on the screen, which gave me confidence that my request had been properly understood. However, upon reaching the service window to collect my order, I was informed by the staff that the total amount payable exceeded $5. To my surprise, the staff member stated that my order consisted of a large coffee with 2 sugars, 1 milk, and an additional food item, which was completely inaccurate.

Following a brief delay, I was handed the coffee without any marking on the lid to confirm its adherence to my order specifications. Upon taking a sip, I discovered that the coffee contained sugar, directly contradicting my explicit request for a sugar-free Large Dark Roast with 1 Milk. Consequently, I promptly returned the coffee to the employee, emphasizing my original order once again. It was disconcerting to witness the employee's perplexity and apparent confusion in understanding my straightforward request.

These repeated instances of service discrepancies at the 793 Wilson Ave Drive-Thru have caused significant inconvenience and frustration for customers. Inaccurate orders not only waste time and disrupt daily routines but also undermine the trust and satisfaction that customers expect from a reputable establishment like Tim Horton's. As a customer myself, I rely on the convenience and reliability of your services, especially at a conveniently located Drive-Thru such as this one.

It is evident that these inconsistencies arise due to poor management of staff at this location and a lack of quality assurance measures before products reach the service window. The staff's inability to accurately process and fulfill customer orders indicates a need for enhanced training, improved communication, and a rigorous quality control system. Customers should not have to bear the burden of incorrect orders and subsequent inconveniences caused by inadequate processes and oversight.

To address this issue effectively and prevent its recurrence, I propose the following measures:

Staff Training: Conduct comprehensive training sessions for the staff at the 793 Wilson Ave Drive-Thru, focusing on order accuracy, effective communication, and attentiveness to customer requests. Emphasize the importance of quality assurance in maintaining customer satisfaction.

Quality Control Procedures: Implement robust quality control procedures, including visual checks and marking systems on beverage lids, to ensure accurate order fulfillment before it reaches the service window. Regular audits and spot checks should be conducted to maintain consistency.

Management Oversight: Strengthen managerial oversight and involvement in the day-to-day operations of the 793 Wilson Ave Drive-Thru. Regular monitoring and feedback sessions should be conducted to identify and address performance gaps.

Customer Feedback Mechanism: Establish a streamlined and user-friendly feedback mechanism, such as a survey system, to encourage customers to provide input on their experiences. Utilize this feedback to identify recurring issues and implement corrective actions promptly.

By implementing these measures, Tim Horton's can demonstrate its commitment to customer satisfaction and regain customer trust. Consistency, accuracy, and attentive service are crucial for retaining a loyal customer base and upholding the reputation of the Tim...

Absolutely the worst tims experience I have ever had!!! First and last time at this terrible location.

I was at the drive thru where they took ages to ask for my order and no reply was given until I said hello three times (no rush or other car).

I ordered my coffee and an everything bagel with cream cheese. When the lady hands me the bagel at the window I immediately open it and notice a strand of hair coming out of the bagel from within the cream cheese. I immediately and politely return it since I’m still at the window and show them theres a strand, and right away the middle aged filipino lady who made my bagel comes up and starts gaslighting me that theres no strand, she starts explaining thats how an everything bagel looks!? I felt so degraded and disrespected, yet I’m still so patient and ask her to just make me a new bagel. They close their window and less than a minute later give me a “new one”.

I drive off and start eating my bagel and as I’m getting to the other side, I notice the SAME hair strand on the SAME SPOT. THEY GAVE ME THE SAME BAGEL THAT HAS THE DISGUSTING HAIR STRAND. I immediately drive back and go inside and start asking whats going on. The same lady comes up and starts arguing with me that they gave me a new one. I hand her the bagel to show her the strand and immediately with force she starts pressing her thumb on the hair strand and covering that spot as she starts showing the other workers BCS SHE KNOWS ITS THERE AND THAT SHE DID NOT MAKE ME A NEW BAGEL! She starts arguing with me and rolling her eyes while laughing that theres no hair strand, HOW RIDICULOUSLY DISRESPECTFUL. I even question her on how she made my bagel so fast bcs it’s supposed to be toasted and everything, and “coincidentally” the person behind me ordered the same bagel so she gave me theres. It was also embarrassing bcs you could tell by her voice and body language that she was lying when she was conveying her excuse. Anyway, I took the bagel from her before she could remove the strand and prove shes not in the wrong and I pulled the disgusting hair strand out of the bagel. The strand was almost finger length and was covered in cream cheese as I showed all the workers. The manager then joins in to address this case and gives me a second excuse that she made me a new bagel but swapped the hair one with the new one, therefore giving me the same and throwing out the new one. It was very obvious this was another excuse because Im not dumb and I know they’re trying to cover their ass since this is a serious issue. I don’t understand why they can’t own up and RESPECTFULLY apologize. This could’ve been resolved by her just making me a fresh goddamn bagel, but she chose for it to be escalated thinking Im stupid and she can gaslight me!? Never been this disrespected, worst customer service I have EVER experienced!

I have been getting tims almost everyday for many years as it’s my go to comfort food spot, and never have I ever had such a disappointing experience! Extremely ridiculous and ABSOLUTELY...

Suggest to double check your order before driving away. Even if it holds up the long line up at this Tim Hortons location. (Which greatly effects Traffic along Wilson avenue ) surprised that it is not a by-law issue.

The reason why you must double check your order is because yesterday I ordered breakfast and what I was given was not what I had completely ordered. This has happened in the past and the next day, I would bring the order back and receive what I had ordered. I would unfortunately not have breakfast that day but at least it would be given correctly to me the next day. Today, I showed the order which was the error to the supervisor and was told that she didn’t want to see it.

Paula who is the supervisor advised that I should of come back after realizing the order was a mistake yesterday even though I was on the 401 on my way to a timeline appointment. Her expectation was for me to come back and wait again in the 15-30 minute line up of parked cars on Wilson avenue and get the order fixed. Which means no refund for today for the incorrect order which I showed her today from yesterday.

I haven’t seen this new policy of having to come back to get the error corrected on the Tim Hortons website but this is what she and the franchise at this location has asserted. In the past, I would just come back and bring the mistaken order and Tim Hortons would provide the correct order at no charge with a smile and an apology. But now, you must come back on the same day.

Therefore, I strongly suggest if you have four orders like I did yesterday for everyone in my car. Don’t drive away. Check each and every order before driving away even if it takes a few extra minutes to prevent having to come back and wait again to fix the error which sometimes happen due to the volume of business which that location has opposed to being charged again for the same order which happened...