Tim Hortons — Restaurant in New York

Have come here a couple times now and usually the same experience. Product is what you pay for so can’t complain too much but staff are severely undertrained if they are lost more than half the time.

Online orders were disabled so I tried to order the Half & Half Lemonade Iced Tea and THREE staff members were lost. I was almost charged a “Large Iced Latte with Whole Milk and a Lemonade Base” almost coming out to $7. I showed the item on the app the cashier was still lost until I told them the clear price difference. I told them I wanted to use the Scan & Pay with the app (have done at this location before) which is promoted on multiple signs in the store and the woman just asked if I was paying cash or card to which she just told me to tap my phone

I went over to pick up my drink and it clearly looked off but I decided to just take it and leave seeing as how I was just treated. Once home, I realized I was given half lemonade + half COFFEE. I assume it was the confusion with the person on register trying to charge me an iced latte with a lemonade base

Was excited to see a Tim Hortons opening but probably won’t be going back. Especially after seeing I’m not the only person that has had the same feedback in terms of service...

Their coffee is one of my favorite, that’s why I keep going back but this is just crazy because they MUST make their customer service better. I ordered 1 iced latte, 1 toasted bagel with cream cheese & 2 hash browns at exactly 9:05am in the morning. I got my coffee within just few minutes of ordering, however my food did not come until 9:32am. I had to keep asking the person at the front about my food and every time they kept saying it’s coming in 2 min. It’s not her fault but whoever is working at the back, needs to do better. By the time I got the bagel, it was cold so makes me wonder whether the bagel was made before and they just did not give me the food. I was 35 min late to work because of this reason which is not acceptable. I understand it can be late if there’s a lot of people and the store is busy, the store wasn’t busy and it doesn’t take 30 min...

I am eternally grateful for a Tim Hortons closer to my house. I do have some nitpicks to point out. The staff can be clueless on how to properly do orders and will easily screw up your order no matter how clear you make yourself out to be. Their breakfast sandwiches are not good. They taste old and not fresh. Customer service as a whole needs serious improvement. I believe they can do it. This is a new location compared to the Jamaica LIRR location so I can give them some grace but there's area of improvement. The bakery section and lunch sandwiches have never let me...