Tim Hortons — Restaurant in Toronto

Months back, I stood in a long line-up inside this Tim's, a location I rarely had visited before, like maybe once a year. There were two lit-up checkout counters. When the customer ahead of me went to one counter and was being served, I automatically went to the second counter, like I've done so often at other Tim's locations. I had assumed that the staff member for this second checkout was busy and would return quickly.

I patiently waited and watched all the staff members bustling around. No one showed up for me. Other customers went to the first counter and got served. So, I realized that, even though there was no sign indicating that this particular checkout was closed so I should go to the next one, this one was actually closed.

So, I moved forward to the first counter because I'd been waiting such a long time. The next customer BLASTED me, saying that other people were waiting in line behind him and I should not be cutting in ahead of him and them. I said that I'd been waiting there about 10 minutes, which was true, and he didn't care.

Note that the staff member serving him did not say a single word during this unpleasant exchange. No explanation, no apology for my misunderstanding. Nothing to defuse the situation. So, I turned around, walked out and will never go back there again.

Sure, I should have just waited in the original line and gone to that first checkout like an obedient little customer, but I had misunderstood that there was only one person serving the customers. I've never seen that before at any Tim Horton's anywhere where there was only one staff member serving the customers at the counter. There were so many other people working there who studiously ignored me. This was bad customer service by the Tim Horton's staff. The customer who was nasty to me was needlessly awful to me.

This was a horrible experience and I was shaking in anger as I left. My opinion of Tim Horton's, in general, has plummeted. This is a franchised restaurant and, obviously, the franchise owner(s) of this particular restaurant should have trained their staff members more comprehensively on how to deal with various situations involving customers.

Also, be careful for how long you park your car in their parking lot or your car will get a letter indicating that you had overstayed your time there and, the next time you park your car there, the car will be ticketed and towed away at your expense. I learned this the hard way over a year before the above-noted incident.

I do not have a recommendation to go to this particular Tim Horton's restaurant because of my...

This location needs to be shut down with the type of staff they have there. I had to leave my place in line to run to catch a train for work. Mind you at had enough time but waiting in line for 20 mins while the staff laughed and talked was incredibly unprofessional. When I asked to speak with the manager, he wasn’t there and they didn’t know his name. I recorded the entire experience. Also, have the customers who were in front of me complaining about their wait time. AWEFUL PLACE! Shut it down or clean house and rehire. They obviously need more incentive to work and obviously don’t have the motivation. I need someone from head office to contact me at this point. The customer service at this location specifically needs to be consistent in a Hood and professional way. The workers laughed at us in whatever language they had in common, while making eye contact… big smiles why letting us know the manager wasn’t in. Gross behaviour!!

Update: I was told to reach out to and provided a contact, in response to my issue/review. I did call, gave my info and was told someone would get back in 3-6 days! NO ONE FROM THIS COMPANY HAS TAKEN THIS SERIOUSLY. I am currently still waiting to “make this right” as a representative said. No wonder why this location is able to mistreat staff. This is horrible customer service once again.

Update: it has been a month and no one will respond after asking me to contact them to fix the issue. I went in yesterday to speak with Kemel the manager who was supposed to contact me. He not only walked a way and left me standing there but discriminated against me and was racist towards me! He told me to call the store. Which makes no sense because I was at the store in front of him. The number he gave me was wrong as well as I called in front of him and to no surprise the store phone is his hand did not ring as I proved my point! I know want to speak with the...

I had really bad experience at this Tim Horton’s, the way I was treated this night was really horrible, it was 11:50 PM no one was in the drive throu I waited bit to be sarved even though no was ahead of me; I order Medium cup of coffee with two milk and three sugar. when I come to the window I asked the lady to scan my Tim’s Reward card she refused with no reason at that moment I told my self it’s not the end of the world pay the coffee and move on so i did that; when I take one sip I found out that the coffee have no sugar at all even one sugar so I came back and I gently asked to give me a SUGAR; surprisingly she refused to give sugar I was so shocked that I was refused to get sugar then, I decided to record this chaos when I pull up my phone she run away to the kitchen I waited like 5 min for her to come out. While I was waiting her to come out other customer where waiting to be served she refused too and requested that I should stop recording or other wise the will not come out. Customer got frustrated on her act and started yealing which I have on my video so, at that point I felt bad for the poor customers and I stopped recording even though she threatened me that she would call the police on me which I was okay with that but apparently she didn’t. In conclusion I was horrified the way I was treated and I believe it’s an acceptable and I believe I deserve an apology from Tim Horton’s because I there customer for very long and I hope they will discipline there employes if they don’t I don’t know how they would sustain...