Tim Hortons — Restaurant in Independence Charter Township

I ordered 2 Carmel ice capps, one large the other medium. Both were ordered with shots of espresso and no whip cream. When I got to the window everything was fine being cashed out until she went to hand me my cups. I noticed both had whip cream on them, they remade them with no problem. Except they forgot the espresso with new ones. I took one drink and could tell that there was no espresso in my drink. The caramel ice Capp with no whip and the shot of espresso is something I have been drinking for over a year, and I know when the espresso is in there or not. When I called to resolve the issue, a crew member answered and passed me off to the manager. I told her what the problem was and she told me to give her just a minute. Nothing but silence until I hear her ask “ did you guys just make 2 caramel ice Capps with the shots in them?” Heard someone respond with “yeah we did” she then gets back on the phone to practically tell me that I’m lying and her crew is being honest. Now I work for tacobell and I know we make mistakes and my crew doesn’t like to own up to it but at least I actually listen to the customer. When I told her this is something I get regularly and I know what it should taste like. “ Well can you get back here to have them remade?” I told her it would be about a half hour because I had something to do. She asked for my name, I gave it to her. When I asked for her name so that way I could call and speak with the rgm, she refused. Refused to give me any type of customer service number. If she is the rgm, something’s gotta change. I typically enjoy coming to this location on the weekends because they are always so positive but what the hell is going on at 10:30am on Tuesday to where I’m getting mistreated...

Today I went to this location and order two donuts and a large iced matcha latte without ice. I have ordered this probably about 10 times here and many other times at other locations. NEVER HAD A PROBLEM, until today. When I came to the window and was handed my drink it was in a large cup with the finest amount of matcha and milk in it(I don’t think it was even equated to a small size). I explained to the older lady that I have gotten it at this location as well as earlier that day at another location with no problem and that it’s always filled to the top like any large drink would be. She informed me then they are all making it wrong. Whether this is true or not is not the problem. I asked for a refund, not only way she rude but had an attitude the whole time. I wasn’t rude and had she told me that I had to pay extra for it to be filled, I wouldn’t had an issue. As a former employee of Tim Hortons, I know that there’s odd requests from people but that most things can be remedied and have solutions. I am not only disappointed but no longer going there because that’s not the first time I’ve had issues here with eggshells in my egg, bacon, cheese bagel as well as consistently cold stale hashbrowns and forgetting items. I have a soft spot for Tim Hortons it but this experience just upset me to another level. If she had told me it’s extra money to add milk or something then I would have just said okay but she didn’t even try to work with me. I’m hoping she doesn’t treat other people like this and have a crappy attitude when dealing with customers...

Tim Hortons are known for getting the customers thru efficiently, quickly, and politely. This one fails completely in meeting the Tim Horton Standard. Disorganized, not customer friendly. Most recent trip is last time for sure. Waited forever for someone to come on the speaker and take my order for a coffee at drive thru. Waited in line forever. Finally at window, waited again for someone to come over - got a few dumb looks but no help. Finally girl arrives and asks me to wait while she adjusts her headphones! After watching her fumble with them for a while, I had enough and left. For good.

Other previous problems. Stale bagels that may have been left from day before. Toasted bagel never cooked right - butter won't even melt on it. Have to ask for a sleeve on coffee, or reach around counter and get it yourself. This place is a disgrace to all the good Timmy's out there.

Update: Thought I’d give another chance two years later. Still just as bad. Only 4 or 5 cars ahead, but it was 22 minute wait.

SECOND UPDATE. IN RESPONSE TO THE OWNER'S IGNORANT REPLY. That review was an update from one posted TWO YEARS ago. On top of that, see where it said 'other PREVIOUS problems'. So the sleeve issue was over two years ago. Man are you dense. No wonder your TH is such a mess...