Tim Hortons — Restaurant in Toronto

I’ve had consistently disappointing experiences at this location. Most recently, I ordered four drinks using a RUTW reward but the staff member (‘Pasha’ was her name) made them in regular cups. I noticed that customers purchasing drinks without RUTW were receiving them in RUTW cups of all sizes. When I asked if this was a new policy, I didn’t get a clear answer.

When I presented a survey code from another location, Pasha told me they don’t accept codes from other restaurants. I asked her to cancel the order. A few minutes later, another staff member (an Indian-looking lady whose name I forgot) informed me that they do accept survey codes from all locations and processed my order without issue.

This isn’t the first time I’ve encountered poor service here. Last week, another employee gave me a dream donut in a paper bag instead of a box, even though I paid extra. When I pointed out that the Nutella would stick to the bag, she insisted it wouldn’t. Other locations always provide a box for dream donuts.

The inconsistent service and misinformation at this location are frustrating especially when other locations seem to maintain better standards. I highly recommend that people grab their receipts and take a few minutes to complete the surveys about this location. It will help the head-office better manage this store. Otherwise, down the road, the service will only get worse.

Update: I did contact Tim Hortons as per their response below and waiting for them to respond and actually take action to the feedback. I’ll update when I hear back.

Update 2: I wanted to update as promised above. Tim Hortons took 13 business days to respond. I finally heard back from Tim Hortons explaining to me that ‘Sorry for the inconvenience caused by the lack of glass during the RUTW context. As noted on the website, the glasses were back while supplies last. This is unfortunately the reason for their absence in stores.’ I’m assuming by ‘glasses’ they meant ‘cups’. They ignored the part where I told them that people who were ordering with their free winning were getting the regular cups and they were giving TUTW cups to all the others. I’ve attached their entire response as a photo.

Update March 29: Following my previous review encouraging customers to check their receipts for the survey code and provide feedback, this location has now stopped giving receipts with the survey code.

On March 28, I ordered at 12:02 PM and requested my receipt. The cashier handed it to me, but it did not have the survey code. I ordered again at 12:38 PM and once again had to ask for my receipt, as they don’t provide it by default. This time, I noticed that the cashier quickly crumpled the original receipt (which had the survey code) and reprinted a new one—this one without the code. Picture attached of both receipts.

Both times, Pasha was the one who served me. This is getting ridiculous. I’ve already contacted Tim Hortons and am waiting for...

Today June 21,2024, I went to buy a breakfast sandwich, but I am unhappy, dissatisfied, and disappointed due to the attitude of a staff who served me. I was not expecting for them to treat me so nicely, but I really don't want anyone raising their voice at me. Dear Manager, your staff needs more training on how to treat customers. A breakfast sandwich can come also with bagel, it can be toast, and it can be spread with butter on a bagel. The worker that served me, mentioned that I should order a breakfast BELT. I am not eating lettuce and tomatoes. I don't like vegetables. I am a customer, I want my order right, and not the employee's right to insist because she believes that bagel can go to BELT sandwich only, and not on the breakfast sandwich. There's a way to correct mistake. And not to give me health triggered. Moreover, last time I ordered sandwich for my son, as well as hot drink and muffin. I asked the girl why the price didn't charged as Combo? It is more expensive than I thought? The answer was: this store is not the same as other Timhortons. Unbelievable...the mode of receipt, staff uniforms, infront of store is written Timhortons. If theres a complaint...it's easy to say... "The store is under Urban business.".

But the real truth is...the shop entitled or carried a store number of Tim's. So be it! DO your DUE DILIGENCE as PART of A TEAM...

I had such a great experience at this Tim Hortons! The store was spotless — from the floors to the counters, everything looked fresh and well-maintained. It’s clear they take cleanliness seriously, which makes enjoying a coffee here even better.

The team members were incredibly friendly and welcoming. From the moment I walked in, I was greeted with a smile and genuine warmth. My order was taken quickly, and the staff made sure everything was just right. It’s rare to see such a positive, cheerful atmosphere, and it really made my visit feel special.

I’ll definitely be coming back — great coffee, a clean and inviting environment, and a team that truly makes you...