Tim Hortons — Restaurant in Toronto

This review is dedicated to Promise - a lean, mean, customer-oriented, efficient, graceful machine.

I often visit this store since I work in the building upstairs. Hence I frequently interact with many of the staff members. But Promise definitely sticks out. I noticed over time she became familiar with my order, recalled it, and fulfilled it within the blink of an eye. Plus she remembers my name and always served me (and fellow patrons) with a smile. I was pleasantly surprised by her sharpness and grace. Although I am usually in no rush, I admire her sense of urgency, precision and commitment to delivering such service to a customer. Plus there is the element of human touch and interaction, which is preferable over pure transaction/economic exchange.

Sometimes the line is long, so I like to observe. Being an engineer, I cannot help but notice any process deficiencies and room for improvements in the system. I have noticed she is also very aware of such situations and actively resolves the backlog by prioritizing items not just in the sequence they were created, but also according to the level of effort required, as well as monitoring the activities of new staff members (who might take longer than required to fulfil easy orders). These qualities are not just consistent with that of a Service Attendant, but also of roles requiring greater responsibility, complexity, and decision making.

Hence, this review is intended not just for this Timmies location, but rather Tim Hortons HQ – if you are reading this, please take the effort and responsibility to appropriately reward some of your staff members who excel in their role. I believe your organization would benefit greatly by promoting such members.

Thank...

My most recent order included an ice coffee, a breakfast sandwich and a small box of Timbits. I asked for everything EXCEPT the birthday cake timbit.

Emee repeated my order to me and emphasized ‘Everything except birthday cake’. Emee proceeded to put the timbits together, but not before turning to her co-worker & said ‘Girl, did you hear the drink order?’ to who appears to be a young trainee.

Emee handed me the box of timbits, I opened and closed it thinking my order was correct. When I got to my office and began eating, I saw that Emee put 3 other flavoured timbits on top and all birthday cake underneath. Out of a box of 10, 7 were the flavour I said I did not want.

If this was a mix up I would think that all flavours would be thrown in, not the one I said I did not want carefully on the bottom and other flavours on top covering/hiding it. Even more so the order was correctly repeated to me less than a minute between confirmation and putting the order together.

This is not the first time this happened. Previously I made the same order & I was given a box with only the flavour I did not want and just like today Emee repeated my order before putting the box together. It was taken care of right away that day, but today I had already gotten back to my office.

I’ve also experienced Emee yelling at another one of her co-worker saying she is wasting food. Emee put together my lunch bowl, once I got up my desk I realised Emee had scrapped burnt rice into my bowl. Is burnt rice the correct base for the bowls TimHortons offers?

Maybe some re-training on Tim Hortons standards as well as how to speak with...

I am posting from my friends account as I couldn't post from my own. I am regular customer for this outlet as my office is in the building beside this. There were times when there was error in my order but I always understood the situation but what happened today was really ugly experience. In the evening I went there to get a crispy chicken creavables which is my usual order. They didn't have the usual bun so I went for the bagel, which I have tried a few times earlier too. As soon as I took the first bite I could sense a pungent smell. Couldn't swallow that bite and smelled the burger, it smelled terrible. Just for confirmation asked my colleagues to smell it and they confirmed it didn't smell good at all. I went to them and let them know that it smelled weird. The guy sniffed it from outside the wrapper and said everything is okay. I told him that I eat the same food almost everyday but never had that experience. Yet the guy in specs tried to convince me that it was the BBQ sauce he made in the morning and hasn't received any complaints the whole day. He didn't even offer to make a replacement. I was really hungry and furious at the same time. It was pretty busy so I simply asked him to throw it. He threw it and began handling other customers. This is really...