Tim Hortons — Restaurant in Columbus

The place is fine--when the food is served properly. My husband and I have had countless issues with this store and getting orders correct. I don't know if the staff is deaf or they have a bad mic or what. Here's a list just to name a few:

More than half the time I order a donut, we don't get it. Sometimes we get charged for it, sometimes we don't. The donut I order I don't believe is technically on the menu (double chocolate donut), but most other stores have no issue with it. If you don't have it just say so. We don't order it anymore but we used to regularly order the BELT which is Bacon, Egg, Lettuce, Tomato on a bagel. More than frequently, they would just give us a Bacon, Egg, and Cheese sandwich on a bagel. They recently added the Matcha Latte to the menu. Three times now I've been given a Matcha Latte with coffee in it. When confronting the staff regarding it, they insisted it was supposed to have coffee in it. Latte mainly refers to the steamed milk in the drink. While, yes, normally lattes do have coffee used as a base, the matcha latte instead used matcha tea as a base. A quick Google search could tell them that. Once again, other stores don't seem to have this issue. I just would have thought a coffee shop of all places would know that. My husband is diabetic, so he gets splenda with his coffee instead of sugar. Frequently, we've gotten sugar instead. But the weirdest thing recently is that they handed him a baggy with his splenda in it instead of mixing it into the drink?? And then he had to ask for something to stir it with.

I'm not sure what's going on at this store, but I think they need some more training or something. We went here because of the location convenience close to home, but I think we'll be finding a different store to go to from now on. I'll just get my matcha fix from starbucks for twice the...

My fiancé and I ordered coffee for a military-hosted Christmas party, and due to past experiences of Tim Hortons taking forever on online orders, I decided to place my order 30 minutes earlier than we wanted to pick them up. However, when we arrived, we realized that the doors were locked, even though their hours said they should be open. So we went to the drive thru. Upon requesting our order, which we had placed 30 minutes prior, the employee tells us that we have to wait inside for them to start our order. They then proceed to continue focusing on the drive-thru, saving our order for last. We ended up waiting an entire HOUR for our two jugs of coffee and two drinks. They also messed up one of our drinks (gave us a normal lemonade when we ordered frozen). Being late to a military event could lead to disciplinary action for my fiancé, and it would be the fault of Tim Hortons, as we DID plan ahead just in case they tried to pull something like this. We never could have guessed that we would wait for an hour! It is unacceptable, even if they were short-staffed. At least the lady employee was nice and apologized, but there definitely needs to be a revision of priorities within the management and tasking of employees. I took a screenshot of the time I placed the order and when we received the drinks, which I have attached. (Ordered at 8:31 and received at...

The only reason I gave them a 2nd star is because we didn't have such a bad experience yesterday as we did today. But.... today took the cake... we pulled to the drive thru waited at leave 4-5 minutes for someone to say anything. Then the .an behind the speaker rushed us through our order (2 large oreo Supreme iced Capps and 1 Boston cream donut) he did not tell us how much the bill was. We pulled to the window, the guy that took our card still didn't tell us how much we owed and just looked and sounded like he just didn't care about his job. When he handed us the drinks we both commented on how they did not look like oero iced Capps and they were not Supreme (no whipped cream, no crumbles on top and really no crumbles in the drink itself that were visible) when we made that comment all he said was "huh" so we said it again. But we decided just by the lack of acknowledgement and just genuine concern we decided to just leave. Because we know it was not going to be corrected...