Tim Hortons — Restaurant in Dunfermline

Normally I would give Tim Hortons 5 stars, but on today's experience alone I wish I could give zero stars... this was regarding the Dunfermline Tim Hortons only... Arrived at approx 07.45 hrs while car getting work done locally (restaurant is open from 7am, which is confirmed on their sign at the front door), but customer in front of us couldn't get the door to open, it seemed locked. We tried it too, also seemed locked. Rattled the door for attention but no response - lights were on, staff inside and were working. Then we spotted a note on the door (it was still dark outside, so the note was not immediately obvious) indicating that the door was not being used and to use the other door (other door? Where was that?) No indication where this was, no arrows etc. So walked round the building and found the fire door, which seemed the only other door. It was firmly shut with no way to open it. Other customers were starting to arrive and also getting nowhere, just like us. Again we rattled doors, and tried knocking on the door and window to try to attract their attention, but no response. This is where we started to get really annoyed... We could see staff inside, and we could see a couple of men sitting at a table enjoying food and coffees with their laptops out. We tried to get their attention, they saw us but chose to deliberately ignore us - they seemed to be staff of some kind - in fact the man nearest us sitting at the window shifted his body position and sat with his back to us when we were clearly trying to get their attention. NO staff came over or indicated why we couldn't get in. There was NO other signs indicating if there was a later opening time or a problem with anything causing a delay in opening, which is very disappointing, and very poor customer service, they could at least have communicated something to us somehow. All customers just left and went across the road to McDonald's who were open, so got breakfast there. A small group of customers eventually spoke to someone and were told there was a problem with something which is why they weren't open and didn't know how long before they would open. This was now after 8am, so a whole hour after when they should have opened. Surely, it would be common sense and good customer service to keep their customers informed of what was going on instead of rudely and deliberately ignoring customers..... people will take their trade elsewhere, so it was McDonald's gain and Tim Hortons loss today. Please, Tim Hortons, your staff in this branch (Dunfermline) particularly need to value their customers better. A note or sign, or someone popping out to inform a gathering of customers of the issue, with a polite apology, would go a long way. I have no problem with my regular Tim Hortons in Dundee where I visit regularly, the staff there are sooo friendly and lovely. Dunfermline, c'mon, you...

First visit with my boyfriend and we will NOT be returning. We ordered at the self order kiosk and waited around 20 minutes for our order of 2 meals on a Monday afternoon when the place was pretty much empty. The staff were busy chatting to each other, not paying attention and overall you could say slacking. After a few minutes they eventually started packing our donuts etc. when we finally got our food it was lazily just placed on the collection bit and our number was shouted, before I could say thanks or anything the girl was too busy walking away chatting to her co worker to acknowledge me.

Took the food to eat in the car and instead of a wrap meal we received a burger so order was incorrect. Our shake was also missing the cream and toppings. When I went back inside to correct this the girl at the till didn’t apologise and instead just checked my receipt and said “so do you just want a wrap then” to which I agreed and said yes please and I even said SORRY for the bother to which I got no response. I waited over 5 minutes for the wrap and could hear a girl shout to make sure it’s vegan and then I seen the girl making the wrap scrap the one she started and do a new one, aka I would have gotten a meat wrap instead of a vegan one, again not paying attention. I then got my wrap given to me by a really nice girl who apologised and thanked me for waiting (I didn’t catch her name but she was the only positive thing there).

OVERALL the staff were slacking, clearly not paying attention and looked like they didn’t want to be there and now I don’t want to be...

Really enjoyed the Smoky Maple Burger but that's as far as it goes unfortunately. Their fries are not too bad but our ones were overdone meaning they were way to crispy. To complete the meal you can choose a drink but there isn't many regular drink options such cokes, fantas, etc. Even though we picked Coke Zero they didn't have any left so had to go with normal Coke - paid over £2 for a 500ml bottle. We also got a box of mini doughnuts to try a variety of flavours as we couldn't decide. We didn't get the selection of flavours the menu and receipt advised us we would get and they were all horrible. All had the same background taste of ginger or something like that. But the most unpleasant thing of the whole experience was how dirty the place was. The tables were all sticky and there was nobody cleaning the tables after customers, meaning tables were full of leftover food and packaging. The floors were dirty and sticky. I'll save you the description of the toilets - just will say DO NOT USE. Absolutely disgusting. There was also a bucket of cleaning water in the middle of the walkway into which I actually ended up walking into and spilled water all over the floor and myself gaining attention from everyone. Even though everybody looked at me no employee came to check, remove the bucket or wipe the floor. Felt like I needed a shower after eating...