Tim Hortons — Restaurant in Vaughan

Do yourself a favour and go to another Tim’s! I went through this drive thru today (June 4) at about 12:20pm.. There was no line at all.. I ordered a grilled cheese sandwich and the woman taking my order said they didn’t have that as it always replaced by the flatbread pizza’s.. So I said ok and I asked her for a few moments to decide on something else and you could tell the woman taking my order was getting annoyed. I get to the window, pay for my order and my food was basically shoved at me.. I asked what sauces she may have for the wedges aside from ketchup and I got a lecture about how I should’ve asked at the speaker.. I said, sorry but there’s no one behind me and it’s a simple question. She continued to lecture me saying her window time was elapsed and that I was effecting her stats… Lmao.. If she just answered what sauces they have instead of lecturing me which she has no right to, I would’ve been long gone on my way.. I told her I was going to lodge a complaint and she said go ahead I’m the manager, so I said I’ll call the owner, in which she said they’re never here. If that’s what you call a competent manager who knows customer service, then no wonder there was no line at the lunch hour at this Tim Hortons! Perhaps the owner should school her and the staff on what good customer service actually is.. And also the fact that if you have no customers, you have no paycheque! This Tims is usually sub-par in service, but today the actions from this woman manager who is completely incompetent in customer service definitely defines them as a horrible Tim’s to me!! Tim Horton’s is not what it used to be!! It’s definitely downhill from...

I am writing to express my dissatisfaction with the service I received at your store at Keele St and Hwy 407 ETR, on August 27th around 7 AM.

Firstly, I encountered a male staff member who was unprofessional. The overall customer service at this location is disappointing; staff members don't even greet customers upon arrival, which falls short of the Canadian service standards we expect.

On the morning of the incident, I attempted to use the Tim Horton's app to redeem my points for a breakfast sandwich. I have enough points to cover the purchase, but when it came time to pay and scan the QR code, it didn't work. I asked the cashier to call a manager for assistance, but instead, she called over a male employee wearing a turban, who was not wearing a name tag. His response was dismissive, saying, "If it doesn't work, it doesn't work."

I requested that he check the system again, but he was reluctant and continued to respond rudely, insisting that they didn't need a manager to handle the situation. I mentioned that at other Tim Hortons locations, staff would make an effort to resolve the issue if the points are visible in the app. He dismissively told me to go to another store if I wanted that level of service.

This experience left me frustrated and disappointed in the quality of customer service at your store. I expect better from a brand that represents Canadian values and hospitality. I urge you to address these concerns and ensure your staff is properly trained to handle customer inquiries with respect and professionalism.

Thank you for your attention to...

Just witnessed not the best behavior of one of the employees. A few minutes ago (May 31, 2024, around 1:10pm) I was picking up my mobile order and was waiting at the mobile pick up counter. I got my iced latte and continued to wait for my breakfast sandwich. One of the employees (unfortunately, couldn’t see her name) started shouting from the food station if anyone is waiting for mobile order. The girl who initially served my latte pointed out that I’m waiting at the mobile counter. I heard that all and just went towards the food station to pick up my sandwich. Instead of not saying anything or just asking “could you please come and pick up here” she replied to her coworker that “I’m not going there” and literally threw my sandwich on one of the other counters. Like seriously? It was just a few steps for me, it wasn’t hard for me to go there, initially I wanted to pick up there only but I just confirmed from one of the guy employee if the counter I was standing by is the mobile order pick up counter. He confirmed. Her reply was as if I was forcing her (?? to do her job ??). Jesus, the attitude of that girl. I worked at Tim Hortons as well, and many other customer service places but would never think of such behavior from my side.

I go to this Tim’s almost every day as I work nearby. And unfortunately, there are no other options for food except for Tim’s and Wendy’s. I guess it’s time for Wendy’s. Till today everything was good/okayish...