Tim Hortons — Restaurant in Waterloo

Date of Incident: September 25, 2025 I experienced the worst customer service today from a crew member named Michael. I don’t know what issue he has with me, but every time I visit this Tim Hortons, he never misses a chance to insult me, defame me, or make inappropriate comments in front of other customers.

I always order tea, and sometimes bagels or food as well. But tea is my daily order. Since this location doesn’t provide honey, I bring my own and simply ask for a spoon to stir my tea. All the other crew members politely provide me with a spoon without any problem. However, Michael always says things like, “Bring your own spoon, it costs us money.”

I usually ignore his comments and avoid creating a scene, but today was enough. His behavior has become discriminatory and completely unacceptable. If he does not like serving me, then at least another crew member can take my order instead of him insulting me unnecessarily.

I don’t carry my own spoon because I travel by bus to work, and I can’t carry everything around. That’s why I rely on Tim Hortons when I purchase tea. If I had to carry all of this myself, I could just make tea at home instead of spending money at a restaurant—especially if I’m going to face such poor treatment.

My request to the manager: Please teach him proper customer service values. No customer should have to face discrimination or be made to feel unwelcome for simply...

we went through the drive through and ordered drinks and the cilantro lime chicken wrap. I was told the grill was turned off, and was unable to be used. when I received the wrap at the window, I found out it was cold too, not just folded with the grill, I asked if this could be turned into a bowl, which they said no because they already used a wrap. I understand the grill wasn’t turned on but the chicken was ice cold like it was still frozen or sitting out with no source of heat.

then, after paying for everything and taking it how it was, I took a bite and found out they gave me the spicy habenaro wrap which I am allergic to an ingredient. this posed a severe health and safety concern due to negligence from this location.

then we drove all the way back, went inside to address the issue, when asked if there would be a resolution or what they do in situations, the guy walked away swearing and muttering, and the manager then came over and said they don’t do anything about situations like this

I did not receive a refund or resolution even after encountering such a severe issue. I would like to be contacted for...

I went to this Tim Horton's at 8:35 a.m. stood in a long line. I was running a meeting for all of my Managers (I am a District Manager for a Canadian Retail Chain) I need a Take 12 and donuts for a team of 15 in the Conestoga Boardroom. After waiting I was told by a woman that there is no such thing and that the only way I could do this would be to order 13-15 single coffees and she smiled like she was taking enjoyment out of telling me this. I have never been to a Tim Horton's that did not provide this service and I would think that the chain should not matter who the owner is would provide a consistent reliable service. I was so frustrated and did not have time to ask for a Manager that I left and I went to the Starbucks and spent 58.00 on a corporate card. This Tim Horton's walked away from a big order and then I told every single Mgr about my terrible customer service experience. I will never go to your location again. What a...