Tim Hortons — Restaurant in Vaughan

THE WORST CUSTOMER EXPERIENCE I'VE EVER WITNESSED

I arrived at 5pm yesterday intending to buy ½ a dozen chocolate chip cookies. Only 4 remained, so I asked if they could bake more and offered to pre-pay and wait, something I’ve done countless times at other Tim Hortons locations. I have bought multiple dozens at a time for my home and events in some cases. Every store accommodates such a request without issue, provided it isn’t near closing. This one closes at 9pm.

Unfortunately, I was met by the same individual others have mentioned in recent reviews. A bald man of either Indian or Indo-carribean descent who calls himself “Jay,” (at least for me) who claims to be the manager. When I asked if they could bake more cookies, he refused, insisting, “We can’t do that for just 2 cookies— we bake in batches and we'd end up with too many we wouldn't end up selling before close.” I asked "so the problem is someone would need to buy the extras? He said "yes we can't bake just 2". I then asked how many were in a batch to make: 12 or so? He replied “yes.” I told him I’d pay for the entire batch too then, however many the quantity right now and wait. Again, he simply said “no.” Confused I asked him to explain the issue if I'm willing to pay for them all, but astoundingly he kept repeating the same justification: that they couldn’t bake more because the extras might not sell before closing. I even offered to return later in the evening to collect them if by chance they were just too busy at the moment. He refused that as well. Then, astonishingly, he tried to push me toward peanut and Oreo cookies instead! Products I neither wanted nor could eat, as though the REAL goal were to clear unwanted inventory and force me to buy those. When I pointed this out, he shrugged and said, “Those are your options.” I reiterated that I was willing to pay for all of the cookies in a batch, resolving his supposed concern, yet he continued to refuse. We did this in circles MULTIPLE times, atleast 9 or 10 as at first I was assuming he must simply not understand the words coming out of my mouth. But eventually realized it seems he simply just does not want to do his job and is repeating himself in hopes I give up without offering an explanation. It seems he didn't expect I'd be willing to buy the whole batch and realized he walked himself into a corner he cant back down from. At one point he DID try to change his answer and said "the baker isn't here" at which point I retorted "I thought you've just said about 10 times now the issue was having too many cookies? So which is it? Tell me what the real issue is". He then went back to his original explanation.

I asked why he was being so stubborn about the cookies while looking towards other employees, the employees looked on in silence, wearing the hapless expressions of people too afraid to intervene. Finally, he told me, “Sir I already said no. You’re holding up the line. I told you what you can get. Get something else or leave.” I asked for the manager. He told me he was the manager. I asked his name; he said “Jay.” I repeated it, and he confirmed. And so, I left.

I’ve never seen customer service so absurd that it defies reason. Why refuse a sale when a customer is willing to pay for the entire product upfront? It’s illogical. The only plausible explanation is laziness; he simply didn’t want to bake more or wanted to clear inventory of other products. Is that really your service philosophy, Tim Hortons? This experience was so shockingly unprofessional it compelled me to write my first Google review ever. Tim Hortons, how does someone like this represent your brand, let alone manage a store? This is why you've become a joke to Canadians. After a lifetime of patronage and seeing how far this once-friendly Canadian company has fallen, I am truly now considering taking my business to Starbucks from now on, somewhere I’m sure remembers what the word ‘service’ means.

Food rated 1 star as apparently, this unique location sells only what they feel you deserve to pay for, not what’s...

WORST WORST WORST EXPERIENCE

Hello owner, I want to bring to your attention about my horrifying experience at your tims on 29th november ,2024 at approx 4:15 pm , when an old slim south indian lady(dark complexion) and a young Punjabi girl were taking orders and serving on rightmost counter of tims. The South indian lady took my order and I ordered a CHICKEN HABANERO BOWL . After waiting for 20 mins i got my bowl and went straight away to my seat as i was hungry but as soon as i opened the bowl to my shock , there wasn’t a single piece of chicken in it after which i very kindly went to the counter and asked those ladies to rectify it because i understand this could be a human error. Nevertheless, i was so shaken and saddened by the behaviour of the south indian lady and that punjabi girl , who in front of lot of other customers, very boldly claimed that i am lying and they can never commit a mistake. I was so embarassed and deeply saddened by the kind of customer service i got , though after another 15 mins of embarassment she added few pieces of chicken to it with a mean face. My wife was also with me who is pregnent and she has a video evidence of it on the phone. So i request you to check your cameras and give me their names along with an apology else i am going to escalate it to higher authorities and on social media(s)...

I went to tim Hortons, I did the survey code I showed them to the workers for the 1 dollar French vanilla. However they said I must have the receipt I said okay I lost it could I buy something from you and fill it out? He said no there are no surveys codes on receipts, keep in mind I always buy from them so how would there be no survey codes on receipts if there was just yesterday? He kept being so rude and I told him can we please speak calmly I don’t want to make a scene over a survey code. So the bald guy kicked me out and served people behind me. I asked a nice man on the line if I would be able to talk to this other cashier and he said go ahead, I talk to her and she said you can do the survey code again after you buy something and I told her how come this guy said the survey code isn’t on the receipt no more? And I also said thank you for being so nice, THEN she started supporting him knowing what the guy just told me (no codes on receipts, treated me like I’m invisible) so I didn’t even want to buy anymore so I left. Overall horrible experience and I’ll be sure to never buy from here again. And Tim Hortons hire people that would actually like to do their job instead of people that push customers away. Wasted 20 minutes of my time for...