Tim Hortons — Restaurant in Toronto

I'm a regular here. I come every morning. I used to always order a large iced coffee, but after being told I'm pre-diabetic, I’ve been ordering a large black iced coffee for the past month.

This morning, like always, I came in before 8am and ordered my usual large black iced coffee. The manager and the kind female staff member who usually takes my order (she knows my name also) weren’t there today. I guess they know I’ve been getting black iced coffee lately.

Instead, someone I don’t really know took my order. I asked for a black iced coffee, just like I always do. But she gave me a regular iced coffee. When I told her I had ordered black iced coffee, she frowned and said, “You said iced coffee.” Then she offered to remake it — but I was already feeling upset when I saw her frowned face, so I just said never mind and left with the regular one.

The manager, the male staff, and the kind woman are all great. I really hope they’re...

Been here several times in the morning before work and each time it wasn’t a pleasant experience.. I, as a young black woman, give them specific instructions for my order, such as no ice or add sauce, and they end up doing the opposite every single time. When they give out my order, they’ve given it to other people (a white man), and when they realize it’s mine, they say sorry to the other person, not even looking at me or apologizing to me while giving me my order. Sorry, not give to me personally, but just leave it on the counter. Maybe it’s an unintentional/subconscious bias but everytime I go in, I seem to be un-prioritized compared to the tall white men in a suit or the white ladies. Even other POC seem to be treated fine, but not black I suppose. It’s not hard to notice the difference in treatment. Very unfortunate, I had to start going to a different...

I have only one negative on this location, which I’ve experienced at a couple other Tim Horton’s locations as well. Namely, the layout of the cash registers area is a bit narrow and awkward, especially apparent when there’s more than 3 customers.

Now the positives which more than outway my one negative are: a) Supremely great customer service - the group “Welcome to Tim Hortons” with a jovial wave and smile is especially refreshing on a Monday morning and reminiscent of the reception at Jollybee, who is an exemplar of fast food customer service IMO. The cash out is quick, friendly and efficient. The service is fast. b) Food is always fresh and coffee is delicious c) Store is kept very clean d) Great location at Shops@Don Mills, just a 2 minute walk from the Cineplex or Central Park area of mall and less than a minute if you live in the condos...