Tim Hortons — Restaurant in Royal Oak

I've been going to this Tim Hortons for about six years. The sign says under new ownership. I don't know how the owner runs things, but service has decreased. They've been training new people for the last few weeks, but I don't think they're staying.

Previously there would be a mistake with the order, but it was rare. About once a year, sometimes meat on a breakfast sandwich ordered without meat, and sometimes a bagel with cream cheese. This week I've gotten the wrong order two days in a row.

The first time they handed me a bag, it was someone else's food order. Even then, I didn't get the coffee I ordered; I got black with artificial sweetener.

The second time, the person they appeared to be training rang the order up wrong. I asked them to confirm it at the window; the order was wrong. I said what should be. The response was, "Oh, that's what it is." I was charged for a BELT when I only asked for an egg and cheese with no meat.

Then I was given a BELT; I said I can't eat pork and said the order was wrong. I repeated all I wanted was egg and cheese on a bagel, nothing else. I was handed a BLT with the bacon removed, yes, removed. When they remade it, they put the bacon on it first and then took it off.

The line cook was confused and said his screen said BELT. I pointed out that it was entered wrong and should only be egg and cheese. The new employee stood with her back to me, blocking the window while the sandwich was made a third time.

And they still gave me the wrong coffee—this time cream and artificial sweetener.

After 6 years, I'm finding a new...

UPDATE: The food and the service are much improved!! The outside could still use some clean up - but overall a big improvement from a month ago. Food has been fresh and service has been good. I will keep coming back.

Not sure what is going on at this site. It says “under new ownership” but more often than not the donuts are stale - or partially frozen with new frosting. I have been going here for years and this is some of the worst food I’ve ever had here. Some of the employees are professional - but I never see a real sense of urgency. In terms of atmosphere, there is always garbage overflowing or in the parking lot. There is also some type of mop that has been rigged up with duct tape - right at the drive through window - that I was told was for the timer? I don’t know what that means. It looks so tacky and you have to try to drive around it when you pull up to the window. And the whole drive up window needs to be replaced or fixed. Looks really junky. People in the surrounding neighborhoods would like to go there but when the food is stale, that’s a deal breaker. And please don’t ask me to contact guest relations - the “new” owner just needs to fix the problems and stop trying to serve up stale food to save money. If not, people will find other locations to visit and you’ll be out of business. Do better- your...

Had a very bad experience here today. My wife and I ordered ahead on the mobile app, we ordered 2 breakfast sandwiches a bagel toasted with cream cheese and 2 donuts. When we pulled through the drive thru we told them we were picking up an order and they told us to drive up. When we pulled up to the cashier they told us they didn't have the sour cream donut I wanted and when I asked what flavors they had he told me the rest of them ( which bothered me since I don't know what flavors they have but I guess he didn't know either). Even though we specified on the app how we wanted our bagel the guy still asked me if we wanted it toasted. The cup of coffee he handed me didn't have the top on all the way and was spilling as he handed it to me. On top of those issues, the sandwiches were not even prepared correctly, we asked for a bacon egg and cheese and got sausage (we didn't notice until we drove away). Personally we were just very bothered that it seemed that all the details we put in the app were just not looked at. The lack of any decent customer service just made matters worse. Fortunately, when we called corporate they were able to rectify the situation but my experience with this store today was...