Tim Hortons — Restaurant in City of Rochester

Update. Manager got back to me about a week later, didn't even really read the complaint and kept thinking it was a month previous before they started working there. Told me they were going to fix the issue and wanted to make it right for me and I told them I accepted, and it's now been a few weeks and I've heard nothing back. Customer service is also not great for this location.

This is probably the worst Tim Hortons location in the entire area.

They were out of everything for the macchiatos and lattes, and didn't tell us until after we had paid for our order. The cashier Did offer Amy found but we wanted coffee since all of the other places around were extremely busy.

We ended up getting a substitute which actually cost a dollar less for each drink than what we paid, which is not a big deal. It was only a $1 each.

The coffee is really didn't taste that great, and she had to remake them because they were supposed to be vanilla cream cold brew and they did not have the vanilla cream in them, it was just plain coffee.

Then the food. I had gotten a grilled cheese panini and it was the saddest thing I had ever seen and eaten.

It looks like they just took two pieces of white bread, slap some cheese in the middle and toss it in a toaster for a minute. It was mushy, the cheese wasn't cooked all the way in the middle and the bread had nothing on the outside to make it crispy, just a couple of grill lines. I could not finish the whole thing, because it was terrible. I have gotten the grilled cheese panini from Tim Hortons quite a bit in the past and they were always good, but this one was not even close.

Didn't even want to bother taking that back to the counter because I had already went up there once to get the incorrect coffees remade and they seemed annoyed having to remake the coffees. I didn't even want to deal with them being annoyed with having to make the panini properly.

The bathrooms are also pretty gross. They look clean but one of them smells absolutely like straight up rotten eggs, and has been for the last several months.

The music was also extremely loud and was Not exactly the music you expect to hear in a Tim Hortons. If they had turned it down a bit I would not have minded but any conversation had with another, you could not hear them well and would have to have them repeat.

This is one Tim Hortons location I will not be going back to, which is a shame because that was the one we would go to quite often for the last 4 years, since I work in the neighborhood.

I gave two stars because at least the donuts we got with our order, were fresh and...

tldr; Terrible Service. Terrible management. There are a lot of places which will sell you great service and great goods for a reasonable price. Don't give your hard earned money to this establishment.

I went to this location for the first time ever and it'll be the last.

While i was in this place for 15 minutes i cannot tell you the amount of order mistakes i overheard. "Ma'am you for got this" etc. And each time with a full dose of snark the employees would pretend like they were doing the customer a favor by getting them the food they had been charged for. That correction should come with an apology. Not an eye roll.

They do not take names so they would scream out the order details and hope the right person got the right order. I would say this method failed approximately 25% of the time i was in there. That's right 25% of the time a person would take the order, go back to their table and open the order, only to realize it's the wrong order. Then bring that order back up to the counter, get their right order, then the employees would hand the already opened order that some stranger went through to the correct person. That's disgusting and it happened time, after time, after time.

BREAK: Here's a great opportunity for me to give back some snark those employees so LOVED to dish out. If only there was a way to not give the wrong order to the wrong person!! Like, I don't know, maybe try using names? Yelling out "chicken biscuit" clearly wasn't working. So let's try something like "Jessica, your order is ready". You see, there's likely to be less jessicas in a single location than the amount of people who ordered a chicken biscuit.

And finally the reason this company will not be collecting another penny from me: I ordered a number 2. The picture of a number 2 has a sandwich, a coffee, and an order of hashbrowns. When i received my number 2 it was only a coffee and a sandwich. When i asked about the hashbrowns I was told "we have more than hashbrowns, we have multiple sides and we cant read your mind. You are supposed to order a number 2 with a side of hashbrowns as an extra side order". What?!?!?! The manager sarcastically talked down to me that they cannot possibly read my mind so how would they know to include hashbrowns? THEY ARE IN THE PHOTO OF A NUMBER 2! You don't need to read my mind. They are literally right there in the photo. The photo of a number 2 shows a sandwich, a coffee, AND HASHBROWNS. There's literally no guessing required.

Anyway screw this place. I won't be...

DO NOT COME TO THIS LOCATION, THE CASHIERS ARE RUDE AND MISERABLE! I’d give ZERO stars if I could, came in today (October 20th @ around 7:58) and was polite as I always am (doesn’t matter because the workers always seem miserable and rude) but I mentioned that I’d like a MEAL and the black girl with the blonde twists/braids rang it up fast and didn’t give me a receipt on purpose. I asked her for the receipt because she had that look on her face like she messed up but didn’t want to tell anyone or let me know. As soon as she gave me the receipt she realized I saw that she messed up and got defensive before I could even say anything. I was handed the incorrect order. After kindly telling her that I asked for the meal instead of individual items, she literally said “No you didn’t, I asked you and you said no” (which she literally stood there and lied about because she didn’t ask me anything or even repeat my order back to me which is why she didn’t want to give me my receipt.) She was literally just LYING to save herself and I said, actually I specifically mentioned the meal and she said “No you didn’t” this back and forth with her disgusting attitude of convincing me that I didn’t mention the meal, when she could have just said sorry and re-rang it back up correctly happened in front of the manager on duty and I couldn’t believe they didn’t intervene with the back and forth. All the manager basically did was just throw in the hash brown while the girl storms off to the back of the store stil saying “no you didn’t” . Again, this was the black cashier with blonde twists in her hair on cashier @7:58 she’s probably new because she was acting like she didn’t know what she was doing so I just said that it was okay and can she just refund for my wrong order she put in and I can just buy the meal, as I wanted and told her I’d like in the first place but instead she wanted to argue. She was ridiculously rude and miserable and it’s a shame that this location needs people so bad that you’ll literally have anyone working for you. I will...