Tim Hortons — Restaurant in Whitby

This Tim Hortons is an absolute disgrace to the brand.

I’ve been to this location more than 10 times, and every single visit has been a regret. I kept giving it the benefit of the doubt, hoping for improvement, but it’s clear this place is a lost cause. It’s not just “bad.” It’s consistently, insultingly awful.

Let’s talk drive-thru: a 30-minute wait is normal here, even if there are only a few cars ahead. I don’t know what they’re doing back there—hand-painting the cups? Milking the cow fresh for your double-double? It’s painfully slow, to the point that I’ve actually driven off mid-line out of sheer frustration.

And the staff? Utterly careless. They move like they’re on tranquilizers and treat customers like we’re inconveniencing them by simply existing. I’ve been told multiple times that they’re out of items—basic menu staples—only to go inside and see them sitting right there. So either they’re lying to get out of doing their job, or the communication inside is a complete trainwreck. I don’t know what’s worse.

I’ve had to walk away and cancel my order on more than one occasion, just because of how disrespectfully and dismissively I was treated. Imagine standing at the counter and being completely ignored, or being looked at like you’re the problem for wanting to place an order. That’s the energy this place radiates: hostile, lazy, and incompetent.

The worst part? It’s not a one-time issue. This is just how this branch operates—day in, day out. It’s like management has completely abandoned the place. No urgency, no accountability, no standards.

And here’s the kicker: there’s a Tim Hortons across the street at the Petro station, and it’s infinitely better. Friendly, quick, and actually run like a real business. If you value your time and sanity, go there instead.

If Gordon Ramsay walked in, he’d have a meltdown within seconds. He’d shut it down, fire the whole team, and film a multi-part special on how not to run a business.

To anyone thinking about stopping here: Don’t. Just don’t. And to corporate—how is this place still allowed to wear your logo? You’re tanking your brand reputation one cold coffee and fake “sold out”...

Why do the hash browns taste like donuts? Also I found the drive through lady rude. She was cutting of her colleagues while I was ordering and cutting me off while I was asking a question. This isn’t my first time having this experience when she is there. All the other staff seems great but this lady needs to be monitored because her customer service is very poor.

November 30, 2024

Like the sucker I am, I wanted to give this Tim’s another shot cause it’s my best option to get non-dairy options for my coffee that is on the way to work. This time (Around 6:30am), when I went to pay, the woman at the drive through opened the window and looked at me and said nothing. I waited for her to say anything but, nothing so, I said debit. She closed the window and walked away to get my food without saying anything still. The window opened again with her staring at me, so I assumed she didn’t hear me the first time so I raised my voice saying “debit!” and still nothing from her. Not even moving toward the debit machine I then said ” Tap please?”. She rolled her eyes and then got the machine. After I tapped and got my food and drink she turned around before the window closed and said “ These people, holding out their phones, expecting me to know what they want. Idiots!” While walking away to go talk to her coworker.

This place has a very bad habit of employing people with no customers service skills and putting them at the drive through window. I really hope they can address this so everyone who comes to this location has a better experience. If the manager of this location would like to speak with me about these many situations, I’ll gladly give my professional opinion as I have decades of experience in customer service and a lifetime of kindness your employees could learn from. Hope this location the best and for this employee, hopefully she learns the needed skills to do the basics of her...

The smell of Tim Hortons coffee wakes me up every day and fresh my mind every morning. I have been going to this location since I moved to this area. During the peak hours on every weekdays', your staffs are fantastic and super fast so people will never be late for their work. During the weekends' morning, it is a littler slower but it is ok; however, today's visit made me very unhappy for the very first time. There are two drive thru lines; one line had a customer giving order and the other line was empty. I approached to the empty line and waited for maybe 30 seconds before my order was being taken. After I paid and picked up my order, the staff at the window said to me "miss, have a nice day"; however, I took about 5 seconds to make my hands free from the coffee cup and my wallet; the same staff said "miss, we have a timer". What a rude and unacceptable customer service! I understand the pandemic fastrate every one; however, this is not an excuse that you should say this kind of words to your loyal customer. Yes, you have a timer and from my point of view its function/purpose is for Tim Horton's staffs to make their work more sufficient. This timer is not timing how long a customer should leave, especially when that customer is managing its stuffs before driving the car in order to leave safe. When a customer at the order point, it took 30 seconds to start the order, but only 5 seconds was not allowed for customer to leave the pick up window because you have a timer?? I do not think this is a proper way to perform your service. I still gave 3 stars because os your weekday's staffs excellent services for years; however, I still hope your staff can understand what should say and should not say to customers, no matter...