Tim Hortons — Restaurant in Vancouver

Let me be very clear: the only problem here is the staffing, not the employees themselves. The people working are doing an amazing job and putting in serious effort, but the owner has not staffed the place properly. During busy rushes, when there are 20 people in the store, they’re consistently one or even two people short.

It’s not right to have just one person in the back making hot food and one person at the front serving, especially when they don’t even have time to make drinks between customers. The bathroom gets mopped, but the toilet can go a week without being cleaned simply because they don’t have enough staff.

This is not the employees’ fault. I go there every single day, sometimes twice a day. It’s a busy office building, and even on weekends, it’s packed – plus they’re handling online orders too. The staff are busting their asses, but it’s clearly a staffing issue, not a lack of effort from the team.

Response to owner reply:

There’s absolutely no need for me to go to your private website to discuss my complaint further. I doubt it will get any resolution or even a reply – it’s just a way to get me off Google so I don’t leave more public comments about the poorly staffed store. Your reply is simply to appear concerned and interested in change, which is clearly not your agenda given the number of reviews on this exact same problem going back a long time with no change. Plus, your reply shows no acknowledgment or accountability – just a generic, auto-generated response.

I don’t need to talk with you elsewhere. It’s simple, and it’s something you already know from the huge number of reviews stating the same issues. If you truly care about your customers and your overworked staff, stop the copy-and-paste responses and hire more staff or give more overtime shifts to existing employees. Even on your busiest days, you still have one person in the kitchen making hot food non-stop and being forced to walk out each order because they don’t have helpers, and only one person at the front taking orders. They are so understaffed that they can’t even take every person’s order because they have to stop every three or so orders to make them and then take the next batch.

It’s sad – they try so hard, but it’s not their fault. They’re amazing, and even when they get a slow minute, they can’t take a break because they have to catch up. They can’t even clean properly with just one person up front. I’ve seen a coffee spill stay out for hours, and when they finally get a second to rest, they have to clean. They’re forced to pick up tasks throughout the day or at the end of their shift, like mopping the floor but skipping the toilet.

It’s so bad that I place online orders two or more times a day and hit “make order now” when I’m 10-15 minutes away, and it’s still not always ready when I arrive. Don’t say it’s not true – every single customer that goes there sees it, and it’s sad to watch. Students from another country are working to scrape by, juggling school and work, and they’re exhausted. Being this understaffed is not fair. Just get more help per shift – one or two minimum – and if you don’t, don’t be surprised when you’re investigated for an inhumane work environment. To the workers taking this abuse, I’m sorry – this is unfair, and I hope these...

I'm extremely disappointed with the customer service I received at the Tim Hortons location onI visited the store at 9am and was greeted with a long line, which I didn't mind waiting in. However, when it was finally my turn to order, the staff seemed completely disinterested in helping me.

I ordered a simple coffee and everything bagel, but when I got to the pickup counter, my order was incorrect. I politely told the staff that my order was wrong, and they seemed put off by my request to correct it.

The staff member grudgingly remade my order, but not before sighing loudly and muttering under their breath. I was taken aback by their behavior and felt disrespected as a customer.

To make matters worse, when I received my corrected order, the coffee was lukewarm and the donut was stale. I was looking forward to a quick breakfast, but the poor quality of the food and the abysmal customer service made for a thoroughly unpleasant experience.

I've been a loyal Tim Hortons customer for years, but after this experience, I'm not sure if I'll be back. The lack of care and respect shown by the staff was truly disappointing, and I hope that the management takes steps to address...

I order 15 timbits and the girl working asks if she can put 15 timbits in the 10 timbit box. I say I would prefer something bigger so it doesn't get squished. She makes a face and doesnt say anything. I get all my food except my drink so I wait and she comes over with an iced cappuccino and gives it to me. I say I ordered an iced coffee. She said you ordered an iced capp. I said no I didnt. She is arguing with me about what I ordered and wants me to take the iced capp. I am usually very understanding and never complain about mistakes but this woman was so rude that I wasn't gonna budge. moreover, Iced capps are too sweet for me otherwise I wouldve taken it. She makes the iced coffee with the wrong cream amount. I saw her pressing the iced capp cream on the machine instead of the iced coffee. I ask a different girl to make it again for me with the right amount of cream as the drink looked almost pale. She pours half of it out and adds black coffee, which obviously made the whole drink taste disgusting. I dont even know...