Tim Hortons — Restaurant in City of Niagara Falls

My family and I came a long way to visit Niagara Falls for memorial day weekend. We wanted to check out neighboring businesses that weren't accessible in our area and chose to pick up coffee at this location. To my dismay, it may have been one of the worse experience while dining out. • the coffee was mediocre • the signature coffee was overly sweet (diabetes alert) • the donuts were subpar We ordered close to $100 worth of bakery and coffee. And while this food review is typical for chain restaurants, what makes this particular experience dehumanizing was the discrimination towards me and my family. As my sister attempt to give the cashier our order, the cashier rolled her eyes and act like we ordered complicated drinks. We ordered the drinks as is, the way Tim Hortons make and serve them. The ticket printed out at 11:33 a.m. and we did not leave until 12:10 p.m. During our wait to pick up our orders, the whole staff stopped making our order and made every other customers order. I observed in silence, the motion and transaction within the establishment. I witnessed a complicated transaction between a non-Asian customer and cashier. To dispute the situation, the cashier repeatedly apologize to the customer and I over heard the customer say "I'm sorry for making it complicated." In which the cashier responded, "it's ok," and laughed kindly with the customer. Where was this hospitality towards my group? There wasn't a moment in our transaction that we were 1. Complicated or 2. Rude towards the staff or customers of the establishment. After a while of waiting, I approached the counter and asked for an update about our order. Novalei was kind to expedite our order by herself while none of her team members attempt to extend a helping hand. During our wait, a customer shouted over the counter "wow, it's crowded in here. It's like a tour bus stopped here." Instead of discouraging the derogatory comments meant towards my group, the staff encouraged the comment by laughing and agreeing with him. We tried to ignore and shrug off the behavior and derogatory comments, however, customer service like this is unacceptable. In attempt to embarrass the situation, a staff yelled to the front that they were out if iced cappuccinos after making 5 for us. This situation could have caused the present customers to become rowdy and aggressive. Yes, our order was large but it didn't render a shout out. On top of the wait time and rude behavior, our order sizes were incorrect. Rest assure, my family and I will not be supporting this business. I will make sure my extended family and friends do not have to relive...

There are 8 of us who went there. The store is not busy. There are 4-6 staffs I think and only 1 cashier is open that being used by 2 staffs. Took a while to get my turn. When I placed an order this lady is very rude! I asked for a a dozen donut, 10pcs Timbits and a large coffee to go. I also ordered their 6 pack donuts (which was on their menu -technically it’s a half dozen) this lady keeps on saying “We don’t have that” which I explain it’s on their menu even pointing it and she said in a very rude manner “ Well I don’t know that and I can’t see what you’re pointing coz I don’t have glasses” So it’s my fault she don’t have an eyeglass and regardless if she use one or not she don’t know their menu. Then she asked one of the staff and tells her it’s a half dozen and she told me “You should have said half dozen not the 6 pack” in front of my friends. I’m so pissed when I told her, “That’s what it’s called on your menu!” After that she just grab a box then almost slammed the donuts without asking what flavors I want. The donuts don’t look fresh at all. When I asked if they have a carrying bag, she just said no then went to the back when there’s a paper bags in the side. My friends went to the car and I went to their dirty and foul smelling restroom the moment I went out, I heard her telling to the other staffs that I’m dumb that I don’t know the half dozen. My first and last time I will go to...

Found this place being small. More like what you find in mall or hook up to another business.day I visit this place. It was busy. Only, 98% of customer where... Take out, not in customer. Wheelchair accessible... If you use electric.. forget seating. Your not going fit at any of tables. As for as getting in through the door . Your going have problem. If your like me with a rigid or manual, and prefer getting out of wheelchair. Problem would be... No way your going keep your chair not getting in the way. Remember also, very limited seating and tables, and space really not accessible ( especially to ADA commendation spec's). As for service... Even as busy as they were, especially with Canadian tourist... The employees where outstanding. I was really surprised how well they kept to professionally and respectfully with the customers. If it was anywhere different with this high volume, I guarantee some employee will lose their cool. I didn't see that happening here. So if employees are reading this review.... You win my most highest respect and thank you for the service you provide. Given 5 stars yet, wish could given to each of the employees. Because it is their outstanding performance that makes this place different from greatness or not. Not just business name. For handicap accessible... Sorry, 3 stars, maybe next time I am there they make...