Tim Hortons — Restaurant in Toronto

I normally don’t take the time to write complaints about fast food establishments, as I understand the industry can be fast-paced and challenging. However, my recent experiences at your Kennedy & Ellesmere location have been consistently disappointing and frustrating, to the point that I feel compelled to speak up.

I work across the street and often stop by this location for breakfast or lunch, occasionally placing orders for myself and my coworkers. On one occasion, after placing an order at the drive-thru, a coworker called to request a croissant. When I asked to add it at the window, I was curtly told that it could not be added and that I should order everything at the microphone next time. I found this rigid and unaccommodating, especially for a minor addition that could have been handled easily.

Hoping to avoid further issues, I decided to go inside the store on Sunday. There were four employees working, and neither the inside nor the drive-thru was busy. Still, it took over 15 minutes to receive my order—and it was incorrect. I had to ask the staff member if she was even listening, as I was speaking clearly while standing directly in front of her. Running late, I asked for a refund. In response, the staff became noticeably irritated, and I was met with clear resistance and delay when trying to receive my refund. I pointed out the empty store and drive-thru as evidence that the slow service was not due to a high volume of customers, yet it seemed to provoke them further.

Frankly, the behavior I encountered was unprofessional and petty. The lack of urgency, accountability, and courtesy points to a failure in training and management oversight. I hold the management at this location responsible for setting a low bar and allowing staff to become complacent and disrespectful toward customers.

As someone with over 10 years of experience managing retail stores, including Aldo Shoes and Samsung at Yorkdale, I can confidently say this location is operating far below acceptable standards. Customer service should never feel like an inconvenience to the staff. To illustrate the contrast, I visited the Tim Hortons at Highway 7 and Steeles afterward—where only two employees were working—and received fast, accurate, and respectful service.

I urge your corporate team or head office to conduct an undercover visit to the Kennedy & Ellesmere location. What’s happening there does not align with the values your brand is known for.

I hope you take this seriously and implement the necessary corrective actions. Your customers...

I have worked across the street from this location for almost ten years. The only positive experience I have, is that almost all of the customers hold the door for each other. As for the service, there a few employees that are pleasant, and attentive. The rest of them how ever: serve drive through before walk ins barely listen to your order get the order wrong at least 50% of the time ask you multiple times what your order is and STILL get it wrong. they are always speaking in their own langue to each other they look annoyed to even be serving you. I often see employees hiding in the corner on their phone.

As for the establishment: as a previous review stated, they kick their product across the gas station floor. their donuts and bagels are just in bags in the back room, which doubles as their break room. they also have a menu up that they claim contains MANY products which they do not sell at the location. ..... just change the menu!

My reason for my review you ask? My last four visits. Asked for “two peanut butters on my bagel” and when I opened the package, it looked as if someone has scraped all of the peanut butter off my bagel. I asked for two peanut butters on the side of my bagel, I opened the bag and I had JAM, ON the bagel. I ordered an expression shot, and a tea, triple triple. What did I revive? A tea with an espresso shot IN THE TEA. Today they completely forgot to even start making my bagel. I had to remind them, a good five minutes after waiting. Then once my order was in my hand and I got back to work to have my TEA that I order, I discovered it was some kind of coffee. I then called to report to them and the phone rung for ever. When I called back, they picked up the phone just to put it back down...

I was at this location just 10 minutes ago, I used my points to get a free drink and I forgot to mention I want an XL but I got a large. Any other location would just give me the XL or change it because it’s a free order with the points I used but the rude lady working told me she won’t change the order since it already in the system. Mind you it’s a free drink… just give me the XL cup if it’s free. Why have someone work in this if they can’t even give good customer service? On top of that when I got my order the bagel wasn’t cup and the hot chocolate was watery… teach your staff customer service and rules on the points system instead of arguing with me about a one size difference in what I originally wanted before you even made the order. On top of that I still spent 9$ when the order was 13$ wasn’t even fully a free order just a free drink. Also why are there so many flies and little critters crawling on the donuts and bagels? Clean up the place too while you’re at it, this location and the Kennedy and Merrian location are now in my top 3 worst places to now visit. Imagine getting called an idiot, that’s what happen at the Kennedy and Merrian location. Timmies has...