Tim Hortons — Restaurant in Vancouver

I live across the street from this location and have been in pretty regularly (probably twice a week) since they opened. Individual employees are doing their best to do their job well, but I feel like there’s an overall structure that falls short of them performing well. Here are some examples.

when you place an order through the kiosk, your hot food and drink items will be completed but any pastries you ordered are totally forgotten about. It seems like it’s unclear who is responsible for packing these items or there isn’t an efficient notification system for these items. likewise, I’ve placed an order at the counter during busy periods when the cashier is most focused on helping everyone in the line; they don’t stop to get me my pastries and I’m left waiting with my hot items and drinks trying to flag a busy staff member to ask after my missing items. they appear to be chronically understaffed — I have rarely seen more than 4 staff members working at a time no matter how busy it is and that just isn’t enough people for how busy this location is. During busy periods all of the staff seem stressed and I’ve seen inaccuracies in my own orders and in other patrons as a result. I’ve routinely come into the store and seen only 1 member working during the afternoon or evening — maybe they have a coworker on break or doing cleaning/baking in the back, but that is not adequate coverage. this location also seems to routinely run out of necessary supplies: more than once I’ve been turned away because they’ve run out of cups— how does that happen? low staffing all means not enough attention is given to maintaining the dining room, bathrooms, or display cases — this is a highly trafficked location and it is always messy and chaotic on the floor

These kinds of routine, chronic problems aren’t the fault of any one staff member nor are they a product of poor work ethic on the part of customer facing staff — there is a leadership problem that needs to be resolved internally so that all staff can do their job well. I hope the staff at this location get the managerial support they deserve — they are staffed almost exclusively with young recent immigrants to Canada and I wish each of them high wages and patient...

This is one of the slowest restaurants ever. Went in around 4pm on a Saturday and used a kiosk. Wanted to try a bowl since the commercials made them sound yummy. Went through the process to order a steak bowl only for it to tell me it wasn't available. Ordered the other bowl and a frozen strawberry lemonade. Kiosk didn't give a receipt or number. Watched the screen waiting for my name which never showed. After waiting for 10 mins, hear my name only for the girl to tell me they didn't have strawberry and could only make a regular frozen lemonade. That's all she says, no alternatives or suggestions for other drinks or anything else. She just stands there waiting for me to decide what to do. I just tell her fine, I'll go with a regular one (no idea if there's a price difference since she didn't say). Finally get my drink, then bowl a few minutes later. Took over 15 mins to get my two items :( Bowl wasn't all that, at least I don't have to go...

This is not a 24 hour Tim Hortons despite its busy location.

I’ve only visited here at night. The food selection is always grim.

Last night the only donut they had was a sour cream one. Nothing else ….

My drink was good. Creamy chocolate chill.

The bathroom was absolutely disgusting. I nearly threw up.

There is absolutely no excuse for this. It should be checked by staff often.

Someone had urinated all over the toilet seat, someone had pooped in the corner and had half assed attempted to wipe it up unsuccessfully.

Everything else looked like it needed to be deep cleaned and disinfected. You must use toilet paper to turn the sink taps and open the lock and door.

This is the last time I ever go to that location. Very disappointed...