Tim Hortons — Restaurant in Toronto

This is the ABSOLUTE worst Tim Hortons. The one girl at the till is over worked, running all of the orders while 9 people are in the back one on food walking around and doing nothing. I ordered an iced coffee and an iced cap with 2 crispy chicken sandwiches. I am normally a patient person, but the last two times I have been to this location it's been utter chaos. It took at least 10 minutes just to get my drinks as the girl thought someone else was making our drinks. My crispy sandwiches after waiting 10 minutes for my drinks I asked the girl about my sandwiches stated it was going to be another 10 minutes for the patties. In total we waited over 20 minutes for our food. This is NOT fast food when you have to wait this long. Management needs to be on top of it. In the 20 minutes of me waiting for my food and drinks, I seen one man complain as he order a BLT and got some other sandwich, and two others ask for their money back and left. If you want this location to stay open, someone needs to go in and properly train these people. I understand it's been open for about 2 months now, but people should be catching on with their job by now. The last two times I went in , they didn't have caramel syrup for the iced coffee, Friday they still didn't have it. Who ever does the ordering is not on top of their orders... It shouldn't take a week to get product in. What makes me the most annoyed about today's situation is that, after me standing in front of the girl that makes the sandwiches and me asking her about the sandwiches twice she actually called out to the restaurant asking who ordered the crispy sandwiches while I was literally in front of her. Before this place shuts down completely because you will have no customers left, you should have head office come in and do thorough training. Especially on gloves and touching your hair policy. I seen one of your employees fixing her bun with one hand out of the glove and the other with the glove.... And did she change her glove after touching her hair???? She absolutely didn't. Number #1 rule in the food service industry....... So...

I am writing to express my extreme disappointment and frankly, shock, at the appalling service I received the morning of , May 11th 2025 (mother’s day), at Tim Hortons 3353 Lawrence Ave East. I placed an order for six breakfast items, and to my dismay, every single one was prepared incorrectly.

When I politely brought this to the attention of the manager on duty, their response was utterly unbelievable. Instead of apologizing or offering to correct the order, the manager stated, and I quote, "You have no choice." This dismissive and frankly rude remark was then compounded by the manager yelling at me in front of approximately 40 other customers.

This level of unprofessionalism and public humiliation is completely unacceptable and frankly, quite disturbing. Adding to this unacceptable behavior, the manager also stated that the location was understaffed with managers. While I can understand that understaffing can create challenges, it in no way justifies yelling at customers or refusing to correct incorrect orders. It is the manager's responsibility to handle such situations professionally, regardless of staffing levels.

Furthermore, it was evident that some of the staff members had difficulty understanding English, which contributed to the incorrect order. While I understand that language barriers can exist, it is the manager's responsibility to ensure effective communication and order accuracy, especially when the store is supposedly under managerial support.

This is not the first time I have witnessed this particular manager acting in a highly unprofessional manner. Today's incident, however, has crossed the line. I will be contacting head office to formally lodge a complaint about this manager's behavior and the overall poor service at this location.

Customers should be treated with respect, and orders should be fulfilled correctly. My experience today was the complete opposite, and I strongly advise others to think twice before visiting this particular Tim Hortons.

Sincerely, A loyal Tim Hortons...

Feb 1 2025

2.07pm the worker was taking my order and was preoccupied, I understand if someone is new and taking his time, before me there was a girl who ordered just hot tea. The worker who took my order started helping other employee with like 7 cups of coffee and was going to drive thru for something. I think he was helping drive thru big order, My French vanilla was ready and I asked him if I could have my drink so I could leave my bus is coming. As you are helping others The employee came to me and started an argument.

If your bus is coming YOU should manage time

(in my lifetime of customer service business, I have never seen anyone saying such stupid things to a customer. I was well aware of my timings and I ordered because there were only 2 customers, a girl before me and myself. Clearly he was blaming his inefficiency on my time management)

You don't work here so you don't know

(again an unnecessary argument to a customer from an employee, I knew he was baffled and clueless in organizing orders and FIFO, First in first out. organization skill was missing on his part and blaming the customer. So according to him is this location the worst management wise when he said you don't work here so you don't know?)

Being this rude to a customer, when I asked his name, he said you don't need to know my name... I am the MANAGER, I was shocked to know that a manager can behave like this seriously is this the skillset Tim Hortons looking for a Manager. I want the owners and Tim Hortons to know why a Manager behaved like this to a regular Tim Hortons customer.

He was baffled, He was clueless, He was unorganized, and seriously...is he a Manager? Or some employee just faked it.

A good company like Tim Hortons is ruining their reputation giving the franchisee to such people who can't even hire a customer focused, customer satisfactory service equipped skillset manager. I feel really bad for employees working under such Manager who don't know about...