Tim Hortons — Restaurant in Toronto

Their app and website needs a lot of work, but staff in store and on the phone was nice and polite.

Placed a mobile order, walked to the store to find out that half my selected donuts were unavaible. The interesting thing is that the app already has a limited donut menu, so I thought it would be an accurate inventory of what the store had...turns out they don't carry the specialty donuts according to their staff.

Not only was I not notified of the shortage and an incomplete order, I was told that I cannot be offered a refund by the store since I placed the order on the app! I tried submitting a form on their website, but it cannot be submitted since there's a glitch/coding error when filling out your phone number. My last choice was to call their customer service line and the lady informed me that they will process my case in a few days time.

To put it into perspective: I ordered from Pizza Hut recently and their site glitched and put an extra pizza in my cart when I checked out. When I got to their store and explained my situation, they were extremely professional and customer orientated. Not only did they offer their apologies (they did nothing wrong), they offered a refund on the extra pizza immediately. I did not have to wait days for someone to review my case and my problem was solved instantly.

This whole experience was extremly frustrating, I will never place another mobile order with them and go to alternative spots for baked goods/coffee...

I literally just found out that this Tim Hortons and the one located at 590 Keele are from the same management.. wow I would have never thought. I’ve witnessed and had my own encounters with the employees at 590 Keele. It’s never been good, to say the least. I literally will drive right by 590 Keele Tim Hortons every morning and park underground in stockyard, instead of going to the drive though at 590 Keele because I’m over them making my orders wrong (every time) and being ignorant (also every time). I’ve also made a horrible review for 590 Keele Tim Hortons as well.

This Tim Hortons in stockyards is amazing though! The employees are always making my son laugh, giving him timbits and playing little games with him. My order has never been wrong and I’ve come here every morning for the last 2 months! Every employee is polite and professional. Way better than the 590 Keele Tim Hortons! Management needs to prioritize the stockyards Tim Hortons! The difference between the two is huge. GO TO STOCKYARDS FOR TIM HORTONS!! Don’t go to 590 Keele st Tom...

The employees are rude all the time like giving they don’t care any of customers. They don’t know what customer service is. They lie about food options, slide foods to customers with saying nothing, enjoy chatting within employees even there is a queue. Overall terrible at customer service.

For example, one day they told me BELT was not available after 3pm ( or maybe 3:30pm). But when I asked them if they still had BELT on the other day after 3:30pm, they did. Since then, they have had BELT after 3pm every time when I go there. They never prepare Mobil order on time. They can’t stand straight up during taking orders. They lean their heads towards the showcase of pastry and give no eye contact to customers. What kind of attitude is that?? If you ask them extra things, such as asking a sleeve for hot drink, they will show irritation and make you feel uncomfortable.

I’m using this Tim’s since this is the closest coffee place from my work place. But if this wasn’t the closest coffee shop I would never come. I want Second Cup to come back to...