Tim Hortons — Restaurant in Waterloo

Where do I start…..If you can go to another Timmies i suggest it because this one is by far the worst I’ve ever been to. I’ve had so many order screw ups at this location I cannot count how many, from hot drinks made wrong or the wrong size, to my lunch order not being what I actually ordered to being yelled at by a specific grumpy old woman “manager”…the list goes on and on. The majority of staff at this location are not english speaking, most of the time I must state my order 3-4 times so they can understand what I actually want only to end up with the order being messed up anyways. If you are in any kind of rush, completely avoid this Tim Hortons. Be prepared to wait 10-15 minutes for anything food related that needs to be prepped. I have been late for work so many times, even giving myself 20 extra minutes just to obtain lunch at this location prior to my shift starting just to leave with something I didnt order or no lunch at all, a refund and that 20 minutes wasted. They seem to only focus on drive thru as I have personally watched 7 cars complete their transaction while im still waiting for a pathetic over priced wrap that isnt made correctly 90% of the time. When you call to complain about your order not being correct you get excuses and hung up on, when you complain in store they try to rectify it by handing a non coffee drinker a coupon for free coffee…. I truly believe this entire location staff need to be properly trained on food service and customer service INCLUDING THE “MANAGERS” I am Canadian. I absolutely Love Tim Hortons, but this Tim Hortons is a disgrace to the name. Don’t waste your...

My boyfriend and I visited this Tim Hortons yesterday, and it was a total letdown.

The person who took our order got it all wrong; we got one of our drinks wrong, the turkey bacon sandwich we ordered didn’t taste good and didn’t have bacon in it, and the chicken in the wrap we ordered was not crispy (as requested) and tasted horrible.

While waiting for our order, we noticed the place seemed very disorganized and unhygienic. After noticing our order was wrong, we asked for a refund, but they insisted on remaking it instead. When we kept telling them that we didn’t want our order redone and that we wanted a refund, one of the employees would make annoyed gestures and keep insisting on having it remade. Many of the employees were not friendly or helpful.

Eventually, they gave us a cash refund, and we left the place very disappointed and dissatisfied. Today, we’ve both been feeling very sick to our stomachs and even had to go see a doctor.

Save yourself the trouble, and DO NOT go to this location! It’s unhygienic, they have poor customer service, they take way too long preparing your order, and when they do, they get it all wrong.

PS. I do not want an automated reply from the owner and for this to simply be forgotten. What this location should do is improve its service...

Yesterday, my girlfriend and I visited this Tim Hortons, and the experience was simply horrendous. Initially, the wait for our orders felt interminable. As we stood in line, we couldn't help but notice several cans filled with stagnant water and dirty towels, presumably used for cleaning instruments. Moreover, there was an evident breakdown in communication among the staff, resulting in three-quarters of our orders being incorrect. My Turkey Bacon Club arrived devoid of bacon, my girlfriend's Wrap contained the wrong chicken, and my Iced Cap was not even close to resembling a Cap; it was simply a regular coffee. When I raised concerns about the quality of our orders, I politely requested a refund due to the poor quality, extensive wait times, and multiple errors. However, instead of addressing our concerns professionally, the staff initially hesitated and suggested remaking the order. Despite their insistence, I stood firm in my decision. To our dismay, their response was disappointingly rude, leaving us feeling unjustly blamed for their subpar service. It became evident that the root of the problem lay in the management's failure to recruit and train...