Tim Hortons — Restaurant in Waterloo

If I could rate “0” I would. This Tim Hortons is terrible!! Never once has my order been correct the first time. Today at 12:30 was slightly worse than usual. Ordered a decaf coffee, Bun with butter not toasted, and donut. The bun was toasted first time. Then just a roughly nickel-sized piece of butter plopped in the middle of one side of the bun, not spread and not enough for a full bun. As in less than one of those little containers of butter that they usually give for do it yourself. Next the coffee, 11 coffees were made ahead of mine while I was waiting. My food was ready, then same 4 people in line after me, still no coffee. I watched them pull new mobile orders off the machine but not making mine. Then taking orders at the cash and making those, still not making mine. You are probably thinking what I was thinking - maybe a new pot of decaf was being brewed? Wrong. The employee that took my order pointed it out to another employee saying that it needed to be made when she saw me still waiting, it still wasn’t made right away.

When they finally made the decaf coffee, it was poured out of the “Hot water” tap from one of the Bunn coffee machines, instead of the 2 pots of decaf that were on top of the machine (which had times well over an hour old written on them coincidentally). Never have I seen anything other than water come from this tap, as it is not meant for anything else because it cannot be cleaned properly for tea tannins or coffee residue(yes I worked in the industry so know this). When I saw it the first time I assumed they were merely topping the cup with hot water, maybe because a lot wasn’t done brewing as I have seen this before. It tasted disgusting!! Watered down, stale with a hint of moldly/bacteria taste. I complained and asked for a fresh coffee, they poured the full cup from the tap again. I asked if they could make a new pot, since we were going to be there for 30 minutes we had time to wait, they refused, saying this is the only option. Wait a minute and they “can’t”make more. Wait, IS a coffee shop, right?!? I watched them refill the water reservoir with the expired coffee pots from above the machine. When I complained they gave me a difficult time with attitude. Eventually they offered a refund but I needed a drink to go with the meal that I had purchased. I spoke to the manager and she repeated that is the only way to get decaf here and no new pot would be made. She offered a refund again, I asked if I could get something else instead which was met with a long hesitation then “what would you want”. I asked for iced coffee hoping that could be made correctly. She hesitated again then agreed and told me to go take the full cup of hot coffee and dump it into the garbage bins. Seriously??

They told one of my employees that they only make the crispy chicken between 2:00 pm and 4:00 pm. Then while we sat eating for our 30 minutes, crispy chicken was brought out of the kitchen. Insert face palm here.

The list goes on as there were 3 of us, all with a different but equally terrible customer service experience and orders made wrong. I mean both my donut and my employee’s muffin were put into the bag correctly if we want to consider that a win? I frequent this Tim Hortons with a team of my employees about once a week, and in fact we go to Tim Hortons 2-4 times per day so bring a fair amount of business, but will find another place to take my team from now on when we are in that area,...

Well, where do I start................I went to this location the night before at 10pm to place an order for the morning for a 7:30am pickup. I was first met with "I hope it's not a large order, we're training". I said it was 1 dozen donuts, and 1 dozen muffins, she said OK.

When I arrived at 7:25am the next day, nothing was put aside and everything was simply out front on display(thank god they didn't run out). Regardless they had the order written down in front of them plain and clear to pick. After correcting them once, saying I didn't want banana bread muffins, they were Raisin Bran muffins, they STILL screwed up the order by giving me 2 blueberry, 2 Fruit explosion when I ordered 3 blueberry, 1 Fruit explosion.

I simply had enough at this point, paid my almost $35 and left.

I mean come on, you had the whole order written down in front of you, and you STILL screwed it up..................All I am asking for here is for people to do the most basic tasks in their job, NOTHING MORE. If the stuff was put aside before, this would have been a 3 min transaction, instead it turned into 10 minutes in a place clearly understaffed, or poorly managed.

I ordered it the night before to give the staff notice, so I didn't clear the shelves out for morning customers, and having worked at Tim Horton's myself for many years, this order is maybe an additional 10-15 minutes to make as you blend it in with the morning order.

I guess the point of this review is to ask HOW and WHY Tim Horton's has fallen so far, to the point their staff can't even do the most basic of tasks their job ask for. Next time, I'll just show up in the morning and whip the counters clean if this is the way they want it done............IF I ever waste my time going back to...

Oddly and strangely while I'm visiting Canada I am drawn to Timmies.

Today I decided to try something different ... a soft taco wrap, with coffee and a donut.

I was being served by a young lady who's grasp of English was fleeting at best. Luckily she was being trained and the lady training her was training her and her command of English was first rate. By the way this is in the decidedly English part of Canada. It turns out that my order was subdivided into three parts which meant I had to order it three times. Did I mention it was a training exercise? While we were waiting for my third piece of order to be readied she served another guy a large black coffee. I'm fine with that ... all I ask is please put the lid on properly. She did not! Thus coffee all over the place including myself and the patron that ordered it. Now you'd ask yourself what would be the focus attention to clients or cleaning up the coffee first? Well let's not be selfish and think of oneself! Recall, training exercise!

Turning to food the soft taco was oddly wrapped in a box that had to be dismantled at its midpoint. I didn't understand why until I got to the point where I had to remove it from the bottom half. It gets stuck to the cardboard! Interesting ... and interesting taste!

... The coffee...