Tim Hortons — Restaurant in Vaughan

(Drive thru experience only. Morning 6:00 -6:20am) My family recently moved into the area and needed a on the way to work "GO TO" Tim Hortons. Its been 1 month and change (going there almost 5 times a week weekdays) which 3 to 4 out of of the 5 days has been pretty bad however today was so bad, I just have to share my experience. Unfortunately, the person working in the drive-through never rotates, so it's the same lady with the same unprofessionalism I have to put up with. I literally order the same 2 beverages and sometimes a snack on the side that I change often and after she says " ok anything else...ok anything else...ok anything else...ok anything else" (literally after every item I order) she says "ok drive through " with no order punched in on screen - then right when she finishes with the customer she has at the window, ill have to repeat my order as if i never spoke. Noticeably, she is trying to multi-task. Take order, collect payment, and hand out drinks all at once, which is clearly a difficult task for her. And once I've reached the window, she is taking order, giving me beverages I didn't even order. Keeping in mind this happens frequently.

Today's incident.

Essentially, it is the same bad service with the same mistakes. I ordered the same thing however this time she forgot 1 beverage me not knowing if i was charged or not ( note that I have paid already) given the reputation of poor communication. She handed out the scanner, which im still trying to figure out if she charged me or not. And she goes, " Aren't you going to pay!" With a disgusting attitude like it's my fault she messed up. It doesn't stop there... as they are rushing to get my drink...I STILL GET THE WRONG DRINK! And when I do finally get the correct drink, there is coffee all over the cup, like absolutely ridiculous! At this point, there are literally 10+ cars behind me, and I've spent probably 10 minutes or more for 2 drinks and a cookie.

I used to work at Tim Hortons a long time ago and I understand how drive through window time is important but what good is it when your making customers wait longer than they have too and driving the reputation of the company you are representing down to the ground.

To the people who have read this far: I apologize for the long message. However, I believe a detailed message describes the true fustration of a bad experience and a better understanding.

To the owner: I feel it's in your best interest to take this matter seriously. This is not a one-time situation. I've brushed this off so many times last month and this month, giving the benefit of the doubt because this location is so convenient for me. Now it's time for me to go to Mc Donalds, which is the next convenient spot. Never...

Got a wrap from here yesterday and got food poisoning. Spare yourself.

I’m genuinely astonished at the level of disregard this Tim Hortons location shows for its customers’ wellbeing. I ended up with food poisoning after ordering and waiting for them to make a simple crispy chicken wrap through the drive-thru. It’s unacceptable. This isn't an isolated issue either, another reviewer reported a fly floating in their latte, and countless others have shared similar health and safety concerns.

Someone posted a response they received from the “Guest Care Team,” and after reading through more reviews, it’s clear that this is the same generic copy-pasted reply sent to everyone. They aren't even caring about people's feedback, even on a health and safety level. “Each store is independently owned and operated…”, basically, it’s not a guest care team problem. So what’s the point of customer care if your only response is to deflect responsibility?

If corporate Tim Hortons genuinely cares about their brand, they need to step in and investigate this specific location. The fact that the same dismissive response is being used over and over again, without addressing the actual issues being raised, shows a complete lack of concern for customer safety.

At this point, I’m genuinely worried about the sanitation standards here. Are they even passing health inspections? And if so, is that being done properly?

To anyone reading this: check the other one-star reviews — you’ll see this is a pattern, not a one-off. And to Tim Hortons: this location is dragging down your entire brand. Do better.

UPDATE: I emailed Tim Hortons guest services as the comment suggested. They claimed to have forwarded my comments to the restaurant manager and said they cannot do anything. To date, there has been zero follow up to address...

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...