Tim Hortons — Restaurant in Harlow

When Tim Hortons first opened up here in UK I loved it, the food was genuinely much tastier than any other fast food and I raved about it to friends. However the standards are slipping and falling fast. I'd say this place needs a review from start to finish of how they treat customers. The ordering on the screen is seemless with nice easy to use menus. Pricing is a little high but the food quality is better. However once ordered your made to stand and wait awkwardly making the place just look messy and it must add pressure on the staff having all those eyes watching and waiting for their food. This could be part of the reason for the high number of mistakes that seems to happen. It always feels short staffed and really disorganised. My recent experience I was given my drink and told to wait for my bagel as it needed to go in the oven, they had clearly messed up the order. There was a half hearted apology and told to wait and it'd be brought to me, after drinking my entire drink and over 10mins passing I asked where it was and the staff just ran off to the kitchen. I was swiftly provided a bag. After opening it up the sauce was wrong and it had clearly been thrown together in a hurry. I couldn't afford more time to complain and wait again. There's been multiple trips where similar issues or long waits have happened and the food standards are reducing. My gut feeling is a will no longer return now and this must be a similar reaction across the board. I'd bet it things don't change Tim Hortons will flop In the UK within next 1 to 2 years. Such a shame but I'd blame area managers and not the staff as they appear to be trying their best working with...

STICK TO DONUTS AND COFFEE!! My wife and I visited Tim Hortons in Harlow as we’ve had donuts from them before and thought the food would be on a similar level…..we couldn’t have been more wrong. The first issue was placing the order. We tried 2 of the machines to place an order but both machines took us all the way to the payment stage only to throw up and error and cancel the whole order. Up to the counter we went, only to stand waiting for someone to come from round the back and take our order. The person who took our order couldn’t have been less interested in her job. I don’t expect fake smiles and over the top politeness but some recognition that we are customers in their place of work would be nice. On collection of our food, we were offered a free donut for a google review. Now to the food….I had a double cheese burger with Lattice fries. The burger was piping hot and wrapped in a silver foil sheet, similar to Five Guys. The burger was reminiscent of a burger van Burger. Not very appetising when you are sober. The lattice fries were lukewarm. My wife has the Grilled cheese sandwich with lattice fries. The sandwich had melted cheese on one side and was barely toasted on the other side. The cheese side made the sandwich very hard as it was also lukewarm. Lattice fries again were lukewarm. On finishing our food, the person who served us, came over to ask if everything was ok where we explained our issues but they lingered and asked if we wanted to leave a review for a free donut. This felt very much like she had been forced to come and do this and was very uncomfortable for us. The saving grace of Tim Hortons is the DONUTS...

Having visited the Tim Hortons in Harlow around 15 times since opening, I had expected they would have sorted out some of the early issues they had, unfortunately not. So with some of the stuff below in mind, I'd say it's more of a 2.5 out of 5.

Ordered is easy via the screens, after which issues always occur which is a shame as I generally enjoy their coffee, food of sweet and savoury variety. They quite often seem quite disorganised and orders can take a while despite not being that busy and this follows on to the seating area, which has often had unclean tables with old food and bags/storage still on tables.

Every time we've ordered there has been an issue, whether it's missing food, condiments or drinks, it's a constant theme. On top of this, they have a tendency to just put any Timbits or donuts in the box - they constantly just add random Timbits and don't pay attention to the order, and if donuts are not available, they will just add whatever they think without even asking if that's okay. I'd also say the food needs to be sorted as it comes out lukewarm, most of the time. They're generally very friendly though and are happy to help, but it seems a shame that they don't pay attention initially.

I really do enjoy the food, the Timbits/Donuts and their drinks (I mostly drink coffee) of which myself and the missus have tried numerous menu options. And as explained above, they're rather friendly and apologetic when issues occur, but it shouldn't be happening this far...