Tim Hortons — Restaurant in Vaughan

I have never felt the need to write a review for a Tim Hortons till of recent. Every location we have been to in the past were great 80% of the time. But as of recent, oh my! What can I say! This location in particular we don't visit on a regular basis which I consider ourselves fortunate. We were there as a family of four to watch a movie and decided on having a bite at this location. They don't know what combos consist of, they don't comprehend what the options are and if not what to charge as a difference like other locations do, they totally don't know their menus in full and if in crises mode are afraid to ask anyone else for assistance until "the customer" ask them to, they are extremely slow even when it's not busy and what a total disaster when it is.... The comprehension level is lacking on some of the staff and I am sorry as one customer made it a point to say "well they are making minimum wage" which has no bearing. We ALL worked at minimum wage at some point in our lives and for alot lower that $16.55....try $3.25 and mortgage rates were triple what they are now...so hogwash...it's all about pride and work ethics and yes there are employers who take advantage totally agree but while you are there have some pride in what you are doing please, understand what customer service is all about, we had no choice but to take courses of such, if that doesn't happen these days maybe they should rethink it....They made a mistake on a chicken sandwich -ordered a slow cooked chicken bacon ranch on a artisan bun and instead they game us a mini bun. They looked confused, couldn't figure out what I was asking. They don't provide receipt so i couldn't see what they charged me for but told them if they didn't charge me the appropriate price to go ahead and charge the difference and I would be happy to pay it. The rest of our food got cold waiting on this one sandwich to be re made. No apology whatsoever and to boot they never told me whether I needed to pay the difference or not and not even sure if they charged me for my Childs chocolate milk. How insane is this? The order was over $31.00. After having to ask for the sandwich twice again it finally showed up. I wasn't the only one that was missing or mistakes being made. As I waited, people were missing coffees, donuts, wrong donuts were given out, coffees forgotten completely it was a complete disaster. I have never seen a location as such. Such disorganization, lack of customer service and the pace was turtle slow. It was not busy when we placed the order, it got busy after that. If you poked your head down the side where the other places were, they were hustling customers out at a blink of an eye. I guess this location gets enough business that they don't care about their service or their customers. Truly sad! Training should be high on its priority at...

Edit (to Owner) …

Yes, I did fill out the form the next day and have followed up several times by email, as well as, by phone. Customer Service keeps telling me that the concern has been “escalated it once again to the restaurant’s management team. I’ve also requested that they prioritize your concern and follow up with you as soon as possible” - however, it has now been over 3 weeks without contact regarding this matter.

My husband and I went to the Tim Hortons in Promenade Mall one afternoon 2 weeks ago at about 3:00pm. We ordered a Steeped Tea DD with almond milk - but there was no almond milk available at this location at this time, so we replaced it with Oat Milk. Then we ordered a White Chocolate Macadamia Cookie - also not available. Then we ordered a Chocolate Chip Cookie - again, also not available. I’m fact, there were no cookies available without a price increase. The person who was taking our order, advised us that the store would be closing 2 hours and it was not worth making cookies for just one person (myself).

I asked if there was a Manager available - the representative pointed to a co-worker who was beside them. We then paid and received our tea.

We then asked another worker if we could speak to that manager that the first person had pointed to - she said that person was not the manager of the store and that there was no manager at the store today and that the manager, won’t be in until Monday. So now the first representative lied to us as well.

I have messaged the Tim Hortons Customer Service for someone to call me back. They keep saying that someone will get in touch with me, however, it has been...

I placed a mobile order as I tend to avoid talking to their staff. As I was waiting for my order, an employee asks “Who ordered the english muffin?” I raised my hand. She shows me a pretty burnt english muffin, and asked me if it was okay to use. I was running late, so I said it was fine. I appreciated her checking with me first. She handed me my order directly.

I left into the mall and realized my order was prepared incorrectly. I checked my receipt to make sure it wasn’t an error on my end. I walked back into the restaurant, and as soon as the employee saw me, she raised her voice and said “You took the wrong order and I had to make a whole new sandwich! You aren’t supposed to wait for mobile orders here, stand over there!” I didn’t even get a word out. So I just left as other customers were staring and I didn’t want to escalate the situation.

This whole thing could have been avoided if she specified which order she was talking about when she said “English Muffin” as I had my name and order number on my receipt. No other customers had flagged that they had ordered one too. Maybe it was wrong of me to assume it was mine, but I left feeling humiliated over a mistake that wasn’t mine. This is not the first time their employees have been more on the...