Tim Hortons — Restaurant in Columbus

I go to Tim Horton's regularly, going to this location about half the time. This morning, I ordered a donut, a sandwich, and an iced capp in the drive thru. After driving away, I noticed that the iced capp didn't taste at all like it should and was made incorrectly.

I went back through the drive thru line and when it was my turn to order, explained that I had just been through the drive thru about 5-10 minutes prior and had ordered an iced capp and it was made incorrectly, and wanted to know if I could get a new one. I was asked "did you call the store to talk to the manager", to which I replied "No I didn't" because I wasn't aware that was necessary. The person taking the order then told me it would be $3.99. Confused as to why they were charging me again, I pulled forward and decided to try to sort it out at the window rather than trying to do so via the muffled loudspeaker. When I pulled up, they repeated that it would be $3.99. I explained again that I was only asking for a replacement for one that was made incorrectly (and held up the incorrectly made one), and asked why they were asking me to pay, and the manager again asked me if I had called the store. I again explained that no, I hadn't called the store because I was aware that was necessary for an incorrectly made item, and that I didn't understand why I needed to do that when I was sitting there at the window speaking to them in person. The manager then said "if you didn't call the store, it's $3.99", to which I replied "I'm not paying for it again" and drove away.

After getting back on the road, I called the store over the phone to get a better explanation because this policy still didn't make sense to me. I wasn't really even concerned about the refund or getting a replacement item at this point, but rather simply an explanation. The same manager I had spoken with at the window picked up the phone and was immediately combative with me. I asked him to explain why I had to call the store and he kept saying something about "because it happened 3 days ago", as if I was just now complaining about a bad drink they had made 3 days ago. I explained that it wasn't 3 days ago, but rather 5-10 minutes prior, and that I literally held the incorrectly made drink up in front of the window while we had the initial discussion in person. He reiterated that I should have called, and then I asked him to explain why this was necessary and how I was supposed to know that I should have called, as it is not typical for mistakes made in a fast food drive thru to be addressed in this manner. He talked about needing to track waste/mistakes, to which I replied that I understood that he needed to do all that, but I didn't understand why I had to convey the message about the incorrectly made item to him over the phone as opposed to doing so in person by going through the drive thru. He said it was the store policy especially for something that happened 3 days ago, and I again explained that it wasn't 3 days ago, but rather 5-10 minutes prior. I again asked him to explain why, for something that happened 10 minutes prior, did I need to call the store prior to going back through the drive thru line. He then used the phrase "like I already explained 3 times, but you won't listen...", which was unbelievably rude, especially considering he had yet to actually answer the question. At this point I ended the conversation as it was clearly not productive and the manager was not particularly interested in fixing the problem or apologizing for the misunderstanding.

All of this was complicated by the fact that the manager spoke good but not great English, and I think this communication barrier was compounding the issue.

I will not be visiting this Tim Horton's again, not because I received an incorrectly made item (mistakes happen), but rather because of the way it was handled, especially the poor conduct of...

I have been a customer of Tim Horton's for years. It's a shame how one terrible customer experience at this location erodes your confidence in a chain that you have been loyal to for years. I pulled into the drive through from Olentangy River Rd and apparently the distance from the car to the speaker prevented the staff member from hearing me. After several attempts to get a request for service I just pulled up to the window. The gentleman who attended me at the window was immediately defensive. It was his tone and mannerism that caught my attention. I suspect this is not the first time that staff at this location has had to deal with this challenge. However, it was my first time going to this location so I just presumed that he would take my order at the window. Instead, I was dismissively advised that I would have to go back through the drive through. What I find most interesting about this response was the blatant rudeness. I should have just driven away and chalked it up to he's having a bad day because we all have those from time to time, but I wanted a bagel. I drove through the drive through a second time and placed my order: everything bagel toasted twice with cream cheese. The same order I've placed for years at other locations. The time from placing my order to picking it up a the window was less than one minute. I was shocked at how quickly the order was completed but since I've placed this order before I knew that it had not been toasted twice. I asked the female who handed me my order if it had been toasted twice and she said yes. I then opened the wrapping to test the texture and knew that the order had not been completed as requested and advised her of this fact. I just drove away at that point and highly encourage individuals to seek out another location. Rudeness and lying to customers have no place in...

The customer service is terrible. A friend and I came in this evening in the hopes to purchase a 10 pack of timbits for him and an iced coffee for me. This location decided to shut the inside down early (which is fine. i get it. i’m sure we’ve all worked fast food before.) but we got to the front door and it was locked so that drove us to take the drive thru option. Now typically, whenever I plan to have two separate orders, I always opt for doing take out rather than drive thru because I know it can get confusing taking multiple orders through one car. Fast forward to when it’s our turn to order - we made it very well known that we had two separate orders. My friend is not paying for him, I am not paying for him. I had asked for a vanilla iced coffee and that was it. First order: done. My friend goes to order and asked for his timbits and mentions he has a $1.49 coupon he would like to use. They immediately tell him no, they weren’t going to honor that because I had ordered an iced coffee. Naturally, I was a little confused because I hadn’t mentioned a coupon? Only my friend. I mentioned to the girl that had originally taken our order that they were two separate orders that two different people were paying for. Her manager takes the headset and starts saying how he will not honor that they’re two separate orders. I mention that we were planning on going inside to order but since they had shut down the inside early, why wouldn’t they honor it through the DT?

All in all, we received no explanation why we couldn’t do this. Only that he would not honor our two separate order request just because my friend had a coupon. We decided to take our business to Dunkin’ donuts.

I am sure this location is struggling and needing better employees, but we will never be coming here again. Two customers you have just...