Tim Hortons — Restaurant in Buffalo

Probably the worst Tim Horton's I've ever been to.

First, if you're going through the drive-thru, you have to run the gauntlet of holes, pockmarks, divots, etc. in their poorly-maintained parking lot. (Remember when this location hosted an Arby's back around 2010? They kept up the parking lot as a normal business would, so clearly the owners of this Tim Horton's are content with their parking lot looking like it's in a Ukrainian war zone.)

Second, once you've gone through the drive-thru, check your bag to make sure they've included everything. I've been twice in the last two weeks, and each time they've forgotten napkins but also my drinks (I get the bottles of milk that go in the bag). Oh, and they'd don't bother giving you a receipt unless you explicitly ask for it, which is odd because most people throw in the receipt without asking at other restaurants. I suppose this location is trying to save money on paper, just as they're saving money on not fixing their war-torn, lunar landscape of a parking lot.

Third, the customer service is poor depending on whom you talk to. I've had to go into the store twice to talk with them about slowing down, as the forgotten napkins, receipts, and drinks are evidence of someone not paying any attention and just trying to ram us through the drive-thru line. One person I spoke with fixed the situation quickly, but the second time I stood there as several employees, including a supervisor, anxiously looked at one another and basically tried to blame the other for the oversight.

Fourth, they often have an indigent person standing by the drive-thru order station who's begging for money. I've gone in to tell them about it, especially as one morning when it was still dark, this same indigent person was bobbing and weaving among cars as they were pulling up to order. Last thing anyone wants is to run over someone in the drive-thru! The supervisor or owner whom I spoke with said there's "nothing" they can do about it, and of course there is, as it's their private property. I've lived in lots of cities over the years, but I've never had anyone standing with their hand-out at a drive-thru. I'm sure it happens, but for that person's safety and for the rest of us driving through, it'd be better if they could find a way to...

Recently gave them another shot. I watched a man bring his coffee in and say it tasted like it had no sugar. She then took the drink behind the counter (against health regulations) and put the metal spoon in it to stir in the sugar and put it back in the cup. (Also against health regulations). Before she could put it in my drink I stopped her and told her she needed to sanitize the spoon and cup. She then wrinsed it with water. I said "no that's unsanitary you don't know what germs that man could have, you have to sanitize it" she argued with me and told me "we don't have any sanitizer in the store" absolutely disgusting. Definitely against health code. They could have just spread covid or who knows what else to hundreds more people after I left. Never again. Retrain your staff before they get someone killed.

Previously: On top of the terrible food and drink quality they serve here (similar to most tim hortons in the city) we went through today to get our morning coffee and tea. They spilled the entire contents of my XL coffee all inside my boyfriends super nice car's door. They then refilled my coffee instead of remaking it. Offered nothing but "I'm so sorry" no offer for free food or coffee, no discount. No compensation of any kind. My boyfriends car now smells like coffee despite our best attempts at cleaning it as it is soaked into the carpets and the suede seats. We are going to have to get it professionally cleaned. We then had to wait there awkwardly bc despite saying so 3 times, he forgot to hand out our muffin. I can understand being flustered by having an accident but to not offer any kind of compensation after essentially trashing a very well maintained car is not the level of customer service I'd expect from anywhere. Do better.

Edit: I should say I worked at tim hortons for years. They don't make anything right here. Don't put espresso on the top of the drink they stir it in, don't cut the bagels in half, don't put cream cheese on both sides, just bad quality food made...

Service at this store has just been progressively getting worse over the last 12 months of my going there. The biggest thing I notice is the high level of employee rotation because every week there are new employees working the store and are very slow. This indicates to me poor management and training of the employees as there are other stores in the area that are much faster, more polite and more on the ball than this particular store. I will go out of my way to go to the Tims on Niagara Street to avoid this one.

The incident I ran into today: I placed a mobile pick-up order maybe 5 minutes before I made it to the store and paid through the app. When I got there I showed the order number and the employee had the receipt with the order. I didn't expect it to be ready because of how fast I got there after placing the order on the app. The employee didn't think this and told me that the order was already picked up, which I said that was impossible because I JUST placed the order. There was a lot of back and forth between him and the person cooking in the back, which resulted in a customer back-up at the front register and slower service and another employee becoming frustrated and having to take the front register when she was supposed to be on the drive-though.

I work in food service and I know what teamwork looks like. I have come across this same thing and can empathize with the employees, but my gripe with this store is management replacing employees left right and center rather than building the teamwork among existing employees and making the store more efficient and a more comfortable place for the employees to work in, which would/could lower the rate at which employees...