Tim Hortons — Restaurant in Wellington North

Unfortunately, we did not have a great experience here today. I will note - our negative interactions were just as much with other customers as they were with the staff. The parking lot is awful, first of all. Not laid out very well, and thoroughway is really narrow. They have a one person limit in line and then again in the vestibule. There is also markings outside to line up with proper distancing. However, not a single other person was following the guidelines and none of the staff were reinforcing them. I had to ask three different people to give us more space. We had stopped in to give my grandma a bit of a rest from driving so wanted to sit in. However when we walked in, none of the tables had been cleaned so we had to ask. In these times, cleanliness should be the #1 priority. Both washrooms were also in dire need of attention; my husband noted the floors in the men's washroom were extremely wet and dirty. When we got to ordering, they did check both our vaccine records and ID which was good, but it went downhill from there. We ordered decaf for my Grandma and they gave her regular coffee - this interacts with her medication so is actually a significant issue. Our food was made is such haste that they were messy and awful to eat. My final issue with our experience was Roll Up the Rim. My husband had his app ready to scan, but our cashier was not paying attention. He asked if he could scan it and she said yes. It did beep, so then we paid. When nothing showed up on his app, he asked the cashier about our points, and she said we should've told her we had it and now it was too late. When a company like Tims goes to a fully electronic prize system, you can't just overlook that and staff should be prepared each time. We had purchased four hot drinks, one sandwich, one wrap and one donut - when she refused to rering our order, that's both points and prizes we've now missed out on. Not...

There's one stand-out reason for providing this review to an otherwise average Tim Hortons shop. My husband and I stopped by for a bite to eat and a hot coffee on our way through town. The young gentleman who assisted us: his name is Logan, was absolutely wonderful! He took our order with a genuine smile and was very helpful in understanding our multiple requirements (no bacon, double toasted, etc. etc.) He created such a heartwarming customer experience, that he deserves the recognition for a job well done. Logan, I've worked with many young people in my career and I can tell right away if someone's "got what it takes to succeed." :) You've got the obvious characteristics and winning attitude of someone who will go far (if you choose to do so)! I wish you good luck and Godspeed in your career and life! Keep your smile on and your great attitude! Tim Hortons, this is the kind of employee who deserves recognition and praise! Treat him with the appreciation he deserves. Your customers notice and benefit from the difference he makes to...

Very negative customer service experience here today. Not only was this location out of every beverage I wanted to order (iced coffee and chamomile tea), when I went to redeem my first free Tim Reward, the cashier, who was in training, told me I was only on my first purchase -- despite being told earlier the same day that I had completed my 7th purchase and that my next would be free. None of the other staff could be bothered to come over and assess the situation (again, the cashier was in training and handling this issue alone) despite our requests and the fact that we were obviously flustered. The cashier simply shrugged and said "I don't really know how the program works. I just started here.". I feel sorry for this young man who was put in a situation where he clearly did not receive adequate training or support from his supervisory staff. Overall a very frustrating, poor customer service experience with both this location and the new...