Tim Hortons — Restaurant in Northville Charter Township

Absolutely awful experience. This location was supposed to be open until 7 PM. I ordered my online pickup at 3:15 PM and it said I had until 7 PM to pick it up. We arrived at about 3:25 PM to pick up the order. We pulled up to the drive-thru and the girl on the speaker told us they were closed. I tried to explain to them that I placed an order and had already paid, but they ignored me and did not respond.

After waiting for a response, I decided to park and walk in through the connected Wendy's. After walking to Tim's I saw three female employees just walking around aimlessly. I walked up to the counter and explained the situation. The girl I spoke to at the register said in an extremely rude way "we're closed." I responded, "Okay, but I was able to place this order and pay for it. So if you closed early, I'll need a refund."

Another employee, who I found out was the manager, rudely said "We have no control over the online system. You need to go online and talk to them." I was shocked by how disrespectful the "manager" was to a customer asking for help.

Her response also makes no sense. Coming from a restaurant background, I know that at the very least the manager can see any sale the store gets and refund it if necessary.

I asked the "manager" why they were closed 4 hours before they were supposed to be, and she said, "I don't have to answer your question." I swear. I cannot make that sh*t up. After a bit more debate attempting to get my money back from the store, I gave up and called customer support in my car.

While talking on the phone with Tim Horton's support, I was informed that the stores are the ones who handle refunds even for online orders. This confirmed my experience in the industry and that the "manager" lied to me just to get me to leave.

I was told that corporate will be reaching out to me in about a week and I should get a refund after that. She also documented the situation and reported it.

I cannot believe I was essentially robbed of my money and blatantly lied to by the "manager" of the store. This was the absolute worst customer service experience I have ever had. The fact that the store was closed way earlier than it should be and they could not even provide a valid excuse is also absurd. I wonder how many other online orders were completely ripped off that evening. There's no way I was the only one.

If the General Manager knew that their employees closed up shop early and were okay with them ignoring mobile orders and refusing refunds because of their laziness, this entire location should be fired and re-staffed. Absolutely ridiculous that anyone would be okay with customers paying for products, not getting them, and then not giving their money back.

I would give zero...

Ordered coffee, two sandwiches and a donut through the mobile app for a drive thru pick up. Came to drive thru at 11 am on Monday 10/6/23. At the drive thru speaker, the staff pulled up my order. When I got to the drive thru window, I was immediately faced with a woman exuding attitude. Her first response was it will be $3.75. I advised her that I had the mobile order and I paid already. At which point she got a cup and said “here’s your hot chocolate. You have a good day sir.” Informed her that it is not my order and that I had coffee and food. At which point, she spoke to someone inside and then gave me the same “hot chocolate” cup and again: “here you go. You have a good day sir.” Then I informed her again that I ordered food as well. She again spoke to staff inside then hands me a bag and states: here you go. You have a good day sir.” At this point I checked the bag and noticed that there are two sandwiches but the donut is missing. I informed her of that. She mumbled something and gets the donut. And again her infamous line: here you go. You have a good day sir. There was no attempt throughout to just treat me with compassion, kindness and respect. After the first two trials with wrong orders being handed to me, I would’ve expected the staff to just take a deep breath, and a moment to figure which one is my actual order and confirm with me the order while verifying everything I ordered is there. Instead all I got was rude obnoxious rushed attitude when it’s literally two cars in the drive thru. There was never any apology or any attempt at service recovery. All I got was the feeling of being rushed to leave with partial orders with the dismissive “You have a good day sir.” And when I got home, I also had the pleasant surprise of one of the sandwiches made incorrectly. It’s unfortunate but this place actually had great service a year ago when I used to pick up coffee...

I will give it 1 stars and being so very generous at that as an option of NO stars is not available. I will say contact with the manager did not help. Obviously does not have the ability to run a doughnut and coffee shop, hate to put them in charge of anything more important. Talk about an extreme lacking in customer service. Who replaces hash browns with doughnuts and charges you more? Who replaces plain doughnuts with a premium doughnut you paid more for? I don't care about a refund between doughnut prices, just cancel the order if you are incapable or unable to fulfill it. Being incompetent in customer service is no reason to screw over the customer. Folks, avoid this place like the plague. Why does Door Dash use this place when there are much better Tim Hortons around with much better management and customer skills. First rule. Don't assume what you think the customer likes, fulfill the order the way they asked, or DON'T and cancel the order!!!! Don't accept the order from Door Dash if it is just too tough for you to see it through!!!! Bluntly...special request's ain't happening here in Northville. Dunkin Doughnuts, I'm sure you can do better. Guess what manager, thin skinned isn't going to cut it. If you cannot stand the heat, get out of the kitchen the ol' proverbial saying goes. You think we have all escaped not being yelled at in life in our jobs? Get some thick skin. People pay good money and have to put up with being duped over and over and over....