Tim Hortons — Restaurant in Township of Langley

I used to visit this location daily on my way to work. I stopped because of poor service & pretty well cold breakfast sandwiches every single time I'd come thru. I decided to stop in yesterday on way to work yesterday to see if it had changed. It changed alright, I placed my normal breakfast sandwich order but also decided to treat myself to one of their lto hot chocolates and grab my staff a mixed box of Tim bits (50 pk), which I said no plain, the order taker stated they do not have plain. Firstly, I had to repeat my order 4 times, a bit complicated I suppose (steak sandwich, no egg, dbl meat, on a biscuit, dbl toasted) and to be honest, I only ask for dbl toasted so it's hot. I got up to the pay window, handed her cash, (still needing change), she closed the cash drawer and walked away. She handed me the sandwich and said bye and walked away again. I called her back and said my tim bits, drink & is there no change? (Knowing there was) She huffed, opened the drawer, handed me my change & tim bits, said bye & walked away again. Again i called her back and pointed to my drink that had been sitting there the whole time and said, my drink please (me being irritated by now was in an irritated tone now) My sandwich, the meat was so dried out, it honestly looked like it was sitting on the counter all night, was barely warm and the meat wasn't even on the biscuit so I had to slide it all together. The hot chocolate was decently warm, but not hot & the tim bits, for a "mix" there were 3 chocolate, 5 honey dip and the rest were I'm assuming the birthday cake which is not any better than plain, but I figured when someone says mixed, it would be closely proportional. This was by far the worst experience I've ever had at a Tim Hortons. As a restaurant owner, I truly hope this gets into the right hands to have issues like this rectified. *Side note for store details * Location was 225th & Fraser Hwy Langley, at approximately 8:15am...

I came through the drive-thru on June 12, 2025 around 3:15 pm, placing a simple order for two medium hot chocolates, requesting that they be placed on separate transactions.

To my surprise, the staff member taking my order kept responding with “I’m sorry,” and then abruptly said “drive ahead,” without confirming or addressing my request.

When I got to the window, I was met with unprofessional behavior. The staff member rolled her eyes, sighed heavily, and then handed the payment machine to me without a word. When I let her know that I would be paying with cash, she took the money from my hand aggressively. I politely asked for a receipt twice, to which she replied with an attitude, “Sorry, machine is not working.”

I understand that working in customer service and the fast food industry can be challenging. I truly respect the efforts of all hardworking employees. However, kindness and professionalism are essential, especially when dealing with customers. What made this situation even more disheartening was that I was accompanied by senior residents I care for, and they had to witness the interaction. One of them even commented, “She must not like her job.”

As a regular customer of this location, I have always appreciated the service and quality—but this experience left me disappointed and frankly embarrassed in front of my residents.

I hope this feedback is taken constructively and shared with the team so future customers won’t feel the same...

I encountered the absolute worst customer service at this location. This is the not the first time that I have had terrible customer service & experience here. To my complete surprise today, it was the manager standing before me. She was dismissive & rude & disrespectful. She essentially told me that questions could not be asked at the drive-through; that I had to come in (I asked the difference in size/price btwn a med. & a large cup). The manager argued with me & did not offer one ounce of respect for the money I was spending at this business. It was just arguing & dismissiveness. There was escalation. AND I had to come back through a second time for them to give me my missing item from the order.

Quite frankly, this is not management (& ownership, since they are responsible to hire their managers), that should be representing the Tim Hortons brand.

I will never go to this location again & I will be vocal about my experiences there to others. I would be reticent to go to another Tim's elsewhere. I usually go to McDs for my coffee. They are franchised also, but their customer service is beyond reproach. And they always make things right if need be. No questions asked, & always respect for their customers.

I very rarely leave reviews & if I do, it is more likely a positive one. I believe in rewarding businesses for excellent service/products. But this was outrageously poor treatment of a customer supporting this...