Tim Hortons — Restaurant in Vaughan

This location has the worst service I have ever experienced. When using the drive-thru, instead of getting your food, one of three things happens at the window:

They stick out their hand to prevent you from reaching the window.

If you do reach the window, they ask you to reverse back so you don't block it.

They ask you to park in front of the store while your order is being prepared.

They manipulate their service times to make it seem like they're getting your food to you quickly. In reality, they ensure the car isn't in front of the window while they prepare your food. After several minutes, they signal you to approach the window, give you your food, you pay, and leave. This makes it appear in their system that the transaction only took seconds, when in fact, it took several minutes.

Additionally, most of the time, the order is incorrect or an item is missing. Also the quality of food is terrible.

Unfortunately, I usually realize this when I'm already home or on the highway heading to work, making it pointless to turn back.

This happens on two location that I have persoanlly experienced,

This Tims and on 9990 McVean Dr, Brampton, ON L6P 2S5

Second part. I posted my review and noticed many other customers shared similar experiences. The responses from the owner were always the same: 'Please contact our Guest Care Team to fill out a form.' The owner only personalized the response by adding the customer's name, likely cutting and pasting the same reply. Given the countless negative reviews, it seems like the easiest approach to take. See image below To the owner,...

Dear Tim Hortons Customer Service,

I am writing to express my frustration and disappointment with the service I received at your Vaughan location (6545 Langstaff Road) on Nov 25,2024. I visited the drive-thru at approximately 6:50 AM and placed an order for a large coffee and a plain croissant. Despite repeating my order multiple times, the staff continued to ask if I wanted a chocolate cookie instead. When I arrived at the window to pay, I was only handed a coffee—no croissant.

I attempted to clarify my order, but the staff member at the window insisted that the croissant was not included, and I was told there was no shift supervisor available. This lack of professional behavior and miscommunication was both frustrating and disappointing, especially as I had to leave without my full order.

I am deeply concerned by the unprofessional conduct of the staff and the absence of a supervisor to resolve the issue. I hope Tim Hortons will take appropriate action to ensure that future customers do not experience similar service shortcomings.

Thank you for your attention to this matter. I look forward to...

The new staff here has ruined this place. Honestly no sense of customer service, attitude that has no bounds and such rudeness in manner of speaking to customers. The mobile order is never ready. I came here today after ordering 15mins on the app, went to drive thru, gave my order number and they said order is not ready (1 large Coffee), went to drive thru wi Dow as asked and showed her confirmation of order. Staff states it is not here. I said since you have my receipt can't you just make it. She started getting angry that they don't have the order so they can't make it,told me to come to the front and park. I asked why can't she just make my drink, at this poijt this other coworker came and yelled "you have to park at the front, people are waiting for their drinks." so am I, and I Einstein! As I'm parked here now, it's been 20minutes. I hate this location, the staff is THE ABSOLUTE WORST! Learn to be polite to people. Never coming yo this trash...