Tim Hortons — Restaurant in Morgantown

We had a terrible experience at this location. Stopped here around 10am on 6/7/25 for a "quick" breakfast before hitting the road again. When we got to the speaker, we were told to hold on for a moment, not asked. We waited several minutes to order. We ordered 2 breakfast sandwiches, a 3rd that was a combo, and a donut. When we got to the window, we paid, were given the drink for the combo and the donut. Then sat there for several minutes. Finally a worker came and said they were "waiting for egg for the B.E.L.T. sandwich and we could either wait or take it without egg". For the same price of course so we said we'd wait. At least 10 minutes later we were handed a bag out the window, with no communication whatsoever. No thank you, no sorry for your wait. Not one word. We pull off to the side and check the order as by now there are several cars behind us. The B.E.L.T. sandwich was a total mess, lettuce falling all over the place, there was not a single napkin in the bag, and we were also missing the hash brown from the combo ordered. So I went inside, and I stood at the counter for at least 5 minutes before I finally looked at a worker and said "I'm just missing a hash brown from the drive thru". I was given the hash brown, in a little paper sleeve and no bag. Again, there was no apology. Our quick breakfast ended up taking over half an hour with ZERO customer service. Definitely will go elsewhere next time we're in Morgantown. Never had issues like this at any other Tim Hortons...

I placed an order through the app this morning so we could pick up donuts after swim lessons. When I arrived at the store, they had not even started on the order. Most of the donuts I wanted were not available and my kids really had their hearts set on specific flavors. I asked for a refund and was told I would need to go through the app for a refund. When I put in a help request through the app, I was told that I actually needed to get a refund at the store. I called the store to ask for help and was told that I needed to drive back to the physical location for them to refund my purchase (even though they could find my order in their history). I live about 25 minutes from this location and its such a hassle. I'm most irritated that the general manager was in store and told me to use the app for the refund instead of just helping me while I was there. Definitely won't...

I have to give a huge shoutout to Tim Hortons and their manager, Kaylie. She runs that place like a well-oiled machine ☕️🍵with kindness, efficiency, and a smile every single time. The staff are always friendly, fast, and genuinely make the experience better than just “grabbing coffee.”

It’s rare to see a team that clearly works so well together, and it shows that Kaylie leads with both professionalism and heart. Whether it’s a morning pick-me-up or a quick stop for my favorites, I always leave here happier than when I walked in.

Massive thanks to Kaylie and the whole Tim Hortons crew you all set the bar high!...