Tim Hortons Sunway Velocity — Restaurant in Kuala Lumpur

I visited this place late last month and ordered a donut and a croissant.

I also ordered an iced daily brew, and when the service staff asked me for what size, I responded with, "Medium".

I paid, sat down, and collected my order when I was buzzed to do so.

It was only on collection that something felt off with how I had been charged.

The donut was RM4.50

The croissant was RM6.90.

Tim Horton's menu states that you can make either one of these two items into a meal by paying an additional RM4.00. A meal includes either a daily brew, or tea (hot/cold).

I.e. a croissant meal would be RM10.90.

The donut meal would be RM8.50.

The daily brew / tea costs (individually) RM10.00, RM11.10, and RM12.70 (for small, medium, and large respectively).

I had been charged for the donut, and croissant individually. I had also been charged RM11.10 for my medium sized daily brew.

When I inquired with the staff why this was so, she responded with the fact that the meal deal was only for small sized drinks. When I asked her why she hadn't said anything when I was ordering, her only response was, "Sorry."

I rarely write poor reviews unless an encounter is truly abysmal, or if it feels like there's a form of price exploitation / cheating toward your customers.

Your staff need to be better trained, especially when it comes to issues of pricing.

I've attached snapshots of the menu with this review to highlight that there are no exclusions stated with regard to the meal deal.

Further to that, considering the cost of upsizing the drink is straightforward (RM1.10 extra for medium, RM2.70 extra for large), it truly baffles me why they didn't just add an upsizing charge to the meal deal with no fuss or muss.

I felt cheated with my first experience with Tim Horton's Malaysia.

I had submitted my sentiments via the feedback form on their website almost 2 weeks ago, but am not surprised that there was no response.

Looks like this will be my last...

finally had the chance to coffee date here, mused over the eclectic range of beverages & interesting fusion food.coffee order- wanted ‘canadian feels’… ordered the maple cinnamon latte.yes tasty yet not exactly for those who prefer lil kicks of bold bitterness.other order was the salted caramel latte- friend remarked the smoothness & balance of everything.agreed- definitely a less sweet option compared to mine.food order- wanted to treat our kids to donuts so us moms would naturally order the 1/2 dozen assorted menu thinking we’d be able to choose any 6 of our liking as we’re used to other donut chains.turns out it’s a pre-selected assortment, so we were stuck with other flavors we know for a fact our kids won’t touch…le sigh.coincidentally management was around and i decided to share my feedback (politely-promise!wasn’t being a karen lol).talked bout how confusing the donut menu could be for some,cos if there was a footnote or if the cashier had simply informed us,then we’d just go ala carte.albeit the disappointing order, coffee date cont’d sipping our timmies (is that a thing?just made it up haha) in the comfortable chillax place to be.suprisingly the same staff dropped by (training manager nurul) wanting to make up for the confusion.appreciating the feedback,she handed us a bag of free choc donuts & chatted on all things pleasant- f&b, family & the tim horton’s experience; full disclosure,she recommends the french vanilla latte & announced a new outlet opening nearer to us!long story short- would definitely come back again to explore other beverages & fusion...

We placed our order, and what arrived was not just food... it was an archaeological discovery. The Aglio Olio and Truffle Smoked Chicken Cheese weren’t just overcooked; they had reached artifact status. Hard to chew? More like a full-on dental endurance test.

Then came the Maple Chicken Dell Sandwich, supposedly a fan favourite. Maybe for fans of eating bricks. My wife took one bite, looked at me like she had just been betrayed, and handed it over. And so, like a true knight in shining armour (or rather, a husband with slightly stronger teeth), I took up the challenge. It was less of a sandwich and more of a jaw workout. If I wanted to chew through something this tough, I’d have just gnawed on my car tyre.

And just when we thought it couldn’t get worse, we took a sip of the Ice Chocolate. Or should I say, Ice “Where’s the Chocolate?” It was so diluted that we had to double-check if we even ordered the right drink. Then, to our surprise, we noticed it had full cream milk... something we weren’t expecting. At this point, we were convinced Tim Hortons was running a social experiment to test customer endurance.

Oh, and the price? Not cheap. If I’m paying that much, I at least expect food that doesn’t feel like a relic from a lost civilisation.

Tim Hortons, I came in expecting a meal, not a...