Tim Hortons — Restaurant in Toronto

5 Stars – A Truly Exceptional Experience Thanks to Sugan Toa

I don’t usually write reviews, but after the amazing service I received from Sugan Toa at Tim Hortons, I felt it was absolutely necessary to take the time to recognize her outstanding work.

From the moment I walked in, Sugan greeted me with a warm, genuine smile that instantly brightened my day. There was something truly comforting and sincere about her energy. Even though the store was quite busy, she handled each customer with incredible patience, professionalism, and kindness. It was clear to me that she wasn’t just doing her job—she genuinely cared about providing the best possible experience for everyone who walked through those doors.

What stood out the most was her attention to detail. I had a fairly specific order, and she not only got everything exactly right, but she also made sure to double-check it with me in a very polite and respectful way. When I thanked her, she responded with such humility and grace, as if it was simply the standard she holds herself to every single day.

Sugan’s communication skills were also exceptional. She spoke clearly, respectfully, and with a positive tone that made me feel valued—not just as a customer, but as a person. Even when she was moving quickly and managing multiple tasks, her attitude never shifted. She remained calm, composed, and friendly, which is something you don’t always see in fast-paced food service environments.

What impressed me even more was how she interacted with her coworkers. I could tell she was a team player—encouraging others, stepping in to help, and keeping the energy light and uplifting even during what looked like a very busy shift. Her leadership, even in an unofficial sense, was inspiring.

Employees like Sugan are the heart and soul of a brand like Tim Hortons. She is the kind of person who makes you want to come back—not just for the coffee or food, but for the experience. People remember how they are treated, and I will not forget the kindness, professionalism, and positive spirit she shared with me that day.

To the management: please recognize and appreciate Sugan Toa’s incredible work ethic and customer service. Employees like her make a real difference. She is a true ambassador for the Tim Hortons brand.

Thank you, Sugan, for turning an ordinary coffee run into an exceptional moment. You...

If there is something beyond PATHETIC I’d use that to describe this place after my recent visit. This used to be one of my favourite Tim’s untill this afternoon, as usual the line was long and they had only 1 out of the 3 or 4 counters that they have so I used the kiosk to order a “Jalapeño bagel butter toasted”, I waited for unexpected 15 minutes for my order which never came, though a back of house worker(South asian/Indian female height 5’2”-5’4”) came to the counter yelling everything bagel with cream cheese on asking for my order she denied very rudely and said it won’t be your order it came from the order desk(nobody claimed this order till the end), I checked with the Front of the house working(Female Asian height almost 5 feet) about my order and it’s been more than 15 minutes to which she checked with the BOH staff to which the same girl replied, it’s a everything bagel totally declining the request, Furthermore the FOH worker checked and told that it was an Jalapeno bagle totally which the BOH worker checked their screen and agreed, I again waited for another 10 minutes and then the FOH worker saw me and again asked for the status on jalapeño bagel, finally after all delays and FOH worker going to BOH and getting my order done, I finally received my order and on asking for the feedback form to provide my feedback on this horrible experience the manager( Male, South Asian/ Indian origin, height- 5’9”-6 feet) was very unprofessional and said you need to make an order to get feedback form(clearly seeing order in my hand) Both of these(THE MANAGER and THE BOH worker) very very unprofessional, rude and incompetent to work who don’t know the basics of customer service. They surely need more trainings before they work. Never going back...

Im very disappointed in the drive thru service the cashier and the communication on the intercom too be extremely rushed. The tenant on the call without giving a moment for the customers order to finish they immediately move on. I dont care if theres a line up or not, or how busy you feel, you chose this job and you knew the description of the job. They should always attend the customer with patience and kindness.

I had multiple occasions with the tenant at the drive thru finished my order without me finishing my words "Thank you next" and "anything else?" With me finishing me words.

This next part cashier this is the worst part so i did a test multiple times. If you not going to pay attention to you customer your gonna lose your money. Ive noticed shes very busy even theres no line up behind me.

Shes rushed me on multiple occasions where i didnt have moment to even breathe. Ive tapped my card and my stuff is literally thrown in my car. I drive off and later I check my bank I notice my tims order didnt process or my card declined unexpectedly. Be thorough with your customers, be nice and be patient.

So recently i went back to the drive thru, placed my order, the cashier is screaming at me "you didnt pay last time" as she remembers me. I gave her cash and shes looking me "you didnt pay last time", shes assuming im in gonna be giving up my change to pay 3 times my order? Hell NO. she was gonna keep my change. Im like no you dont have right to do that, That was last time. If your not going to be patient and thorough with customers you'll be losing Your business with this lady. The rush and the inability to be attentive to the customer very unprofessional and very rude.

Please check this...