Tim Hortons — Restaurant in Toronto

I really hate to complain because a lot of the staff at this Tim Hortons have been really great and nice over the years, especially the manager Nancy who does exceedingly well at her job as well as a handful of other employees I don't know the names of but are also excellent at their jobs. But my frustration with the denial of service lately has become increasingly frustrating. I have been going to this Tim Hortons every day, evening and night since it opened 10+ years ago and it has had some really great staff members and some not so great staff members.

I'm sad to say this but recently I have noticed a strong decline in service quality over the last year and a half. At least 3-4 nights a week the Iced Cap machine stops working after 4-5 pm for the rest of the night and doesn't work again until the next morning when the next staff takes over. Not sure if the owner is just refusing to upgrade or replace the broken equipment or if the new staff just isn't trained for maintaining it, but it is disappointing either way. I really like this location because most of the staff are nice and it is within walking distance to my house. I have been getting Iced caps here every morning, evening, and night for the last 10+ years, but now with the constant "Iced cap machine isn't working" response over the last year and a half, my nightly walks to this Tim Horton's just to be denied service have become increasingly disappointing. Some times in the evening there is even line ups that last 20+ minutes to get to the counter just to be told that the Iced cap machine isn't working, which any person would find frustrating. At the very least, sometimes when the staff that recognize me see me in the line they'll let me know in advance that the machine isn't working so I don't waste my time waiting, which is considerate of them and much appreciated but still disappointing that I have to walk back home and drive to a location that isn't within walking distance to get my order. Even a sign on the door stating that the iced cap machine isn't working would be appreciated, but replacing the broken machine would be ideal.

Again, I really hate to complain because when everything is working the veteran staff and even some of the newer staff here are really great with service, but I've spent a lot of money at this Tim Horton's over the years so being told that the machine isn't working so many times every week now is extremely disappointing. If the issue gets fixed I'll gladly change my review of...

I know this place since it opened and have been here countless times. The service is slow, got charged double by paying debit and all is a hit and miss, depending who you're coming across.

Sometimes my food is very good or horrible, depending who makes it. I used to go here a lot, recently I scaled it back, due to long lines, quality of staff customer service and taste of coffee and food.

If am paying you for a product, no matter what, am expecting to get a receipt. This is never given to you, unless you ask for it a couple of times.

Before I used to go here daily, now found myself, barely going once a month, for the reasons described above. I can buy croissants and make my own coffee how I like it at my own place, without their unprofessional staff's attitude, that includes eye rolling, when asking for things, that should be handed to you automatically.

One of their staff who is preparing the food, "poses" in being "super friendly". In fact, you could easily notice, that she hates her job and the customers coming to pick up their food.

Ordered once a tea, big mistake...they don't know how to make tea...my tea was tasting like cream with water, as the staff made it like coffee, where if you put milk and cream still tasted good.

I asked twice for my tea to be redone. Was exasperated by their unprofessionalism, asked for a tea bag and milk and cream aside and was finally!!! able, after 3 tries, to have a decent tea, that I made. Please explain to me, why I should go back here...as am not!👎👎👎

Update Oct.2021

There is more then a year and a half since I went to this location for anything and ain't...

Very convenient location. Unfortunately, the store is quite dirty. The light fixtures are covered in dirt and dust. The counters are covered in crumbs and dust. None of the staff are smiling and they don’t greet customers in a friendly manner. Seems like a very unhappy team of employees.

May 21, 2024 I was going by this location so I placed a mobile order for food and coffee. I picked up my coffee and was told to pick up my food at the other end of the store where they prepare the food. I went to the food prep area. After waiting around 3 minutes the girl making the food asked what I was waiting for so I gave her my order number. She informed me my food was at the pickup station where I picked up my coffee. I went back to the pickup area and there was no orders waiting. I informed the cashier that the girl said to me my order was supposed to be here and ready for pick up. The cashier informed me it should arrive shortly. After Waiting approximately two more minutes, I requested the cashier to check on my order. He returned a few moments later, and informed me they were still working on it. My food was brought over a few seconds later. In my previous review, I mentioned how unclean this location appeared. While waiting for my food, I was looking around and noticed that the equipment above the food prep area is extremely dusty. I am concerned about this dust falling into peoples food. I hope they clean this equipment more often...