Tim Hortons — Restaurant in Gravesham

Me and my partner ordered through deliveroo - order #5563 - we ordered one triple cheeseburger with lattice fries and a large coke, an additional portion of lattice fries, the new nacho pulled beef loaded fries, and a box of 12 old fashioned glazed doughnuts - we paid for priority delivery - the total cost was £38 roughly. Our order was pushed back 4 times, totalling 30 minutes - what was supposed to be a 20-25 minute order/delivery ended up becoming almost an hour. When our food arrived the deliveroo driver was on the phone to his family and was indifferent when my partner asked where the rest of our food was as most of it was missing, he also was not carrying the company policy hot-hold bag which the food is supposed to be stored in. We were missing the 12 box of old fashioned glazed doughnuts which accounted for £17 of our order, we were given the pulled beef nachos rather than the new nacho pulled beef loaded fries, half of the large coke was spilled, and the rest of the order was freezing cold and soggy. On the phone to the deliveroo customer service they only offered £23 refund, no offer to replace the ruined items, missing items, and incorrect items. There was no diligence from the Tim Hortons staff to check all food items were present and in good quality, or that the delivery driver had the appropriate hot-hold bag to ensure the food maintains good quality during transportation. Nor did the delivery driver do his due diligence to ensure all food items were present before leaving the premises with the (incomplete) order. We attend this Tim Hortons every other week and have never had any issues before with this, this was our first time using deliveroo with this restaurant. I’m unsure whether the responsibility of fault lies with the Tim Hortons staff or the Deliveroo driver, however it is appalling neither seemed to care or wish to rectify the issues, and that they believe this is satisfactory customer service. Also, look at the state of the wrong food item we were given - I’d hardly justify spending almost £5 on that. Hopefully no one else ends up in a situation like ours, as it really dampened the mood for a cheeky Sunday treat, and hopefully when we next decide to spend our money at Tim Hortons Gravesend we receive the amazing customer service the staff there...

Honest Review From a Real customer

We have wanted to try Tim Hortons since it opened a few days ago.

So I went through the Drive through (I was the only one the the Que) The service was great, I went to the next window to pay and the food was handed over immediately, wow!

Now I drove home less than 4 minutes from getting my food/receipt to be met with COLD FOOD. We know the time due to the home camera’s.

I decided to go back to see if they will cook it fresh, again back 4 minutes.. waiting 5 minutes in the Que (2 people in front and only 1 person serving) - also many members of staff just walking past, even though I had a full Tim Hortons bag. Now I get to the front and the manager comes over and gives me a smirk obviously thinking off course it’s going to be cold with the time.. I asked if they can cook it fresh and he said not a problem.

So I waited 10 minutes for my fresh food, in the meantime Mike who was on the serving side asked me if everything was okay as there was no orders waiting and He was very polite and offered some Tim bits which was a surprise as I just wanted my food.

So my food was ready and they handed me the bag I could feel it was a lot warmer this time however when I went to the car I looked in the bag and they have forgotten the chips! Darren/Vinnie who was on traffic control come over as he must have Heard and couldn’t be more helpful he run inside to get the chips, he come back and was so apologetic and a genuinely nice guy.

Now come home and time to tuck in, I have to say I was not impressed.. the chips/cross chips tasted like they where barley cooked, the burger which looked a mess reminded me when I was back in school and the donuts where stale.

The only good thing was the milkshake and the cherry crush cooler was sublime.

Would I go again, unfortunately not, would I recommend, no. Top tip; make sure your food is hot!

I know this is a fresh restaurant however first impressions matter and you can’t be letting a fresh business drop below standards, take a couple extra weeks training before opening if needs be*

I will be forwarding this email to the Tim Hortons complaints team as well and...

Another update. Somehow, it's worse. I'll always give places the benefit of doubt. But I don't think I'll ever be back. And my advice is don't bother. This time we got doughnuts. A mix, for a group. We'll start with the positive. Timbits... You don't get to choose and some are amazing. Some are awful. The amazing ones are the ones I could just eat and eat. The rest were really bad that I spat one out. Then there is the doughnuts. Apparently they should be filled. A chocolate one somehow filled with too much (a positive to some) so that's fine. A Boston Cream with no cream though. Thrown away. Apple Fritter that barely tasted of anything. Limited choice, limited taste. If you want better food, go anywhere else. You want better doughnuts? Asda is across the road. The best way I can say this is, Krispy Kreme (many other places) make me want another dougbbut. Tim Hortons Gravesend put me off. Read my reviews, I like food. Takes a lot for me to vote negatively.

Updated. See edit below!

Only thing we didn't try is the coffee but we did have a hot meal, plus some doughnuts.

The hot meals, well. I doubt we'll order them again. The kids chicken tenders were too peppery for our kids and they went to waste. The adult meals felt over priced for what they were. They weren't bad, it's just that we expected better for the price.

However, the restaurant itself was nice and the service was great. Next time I'll have a coffee and doughnut and make up my mind for sure.

Edit:

I'm editing this to update a recent visit. This time the drive through. The drive through menu didn't seem very comprehensive. So unless they've stopped selling doughnuts, I had no idea what they had looking at the board. So lost sale really. The other is the coffee... The service was prompt and the coffee was hot. Good start. I paid for a caramel latte with extra caramel (wanted that sweet tooth fix as I had no idea about the aforementioned doughnuts), but yet neither myself nor my wife could taste caramel. At all. If I'd known I would've asked for sugar. But paying more to not taste what I wanted and expected always makes it extra bitter.

I see no reason to ever go...