Tim Hortons — Restaurant in Town of Cheektowaga

DO NOT GO HERE. By far the worst Tim's I've ever been to. If I could give this location 0 stars, I wouldn't hesitate. Last year my review had 1 star due to horrible drive-thru speeds and consistently missing ingredients, but those aren't the only issues anymore.

My mother & I wanted ice caps, so I went to the drive-thru and ordered. When I got to the window, I was handed a carrier with two ice caps that were dripping from the top seal. It was already dripping off the tray onto my car and shorts and I asked for better cups. They apologized, I handed the cray back, and after about 10 seconds they handed it back and apologized again, to which I thanked them and drove away.

Immediately as I pulled away with the tray in my hands, my passenger seat was getting covered with coffee before I even set it down. By the time I got home (which I live around the corner) I had several areas I had to use stain removal for.

I've seen this happen with their cups once before. I ordered an ice cap for myself and the lady was about to hand me a dripping cup. She noticed the problem, sighed and gave another employee a look of disbelief. Clearly, either this isn't the first time this has happened, or the employee didn't perform her job correctly. The lady then kindly placed the proper cup size over the original cup to seal the top, then apologized when handing it to me. I thanked her and went on my way. I had no issues with it dripping.

Something is obviously wrong here. I hope no other locations are having issues such as these. The one on Union across from McDonalds has been there for YEARS and they have always been kind and efficient. After today, I will be driving the extra distance to receive the proper level of customer service that...

Despite this location having the highest prices on coffee/tea/ food out the surrounding TH locations( Genesee St. near airport, Where/Cayuga, Where/ Union) I go here 4-5times per week for convenience sake.

An aside, in the past I hand wrote a note to the owner expressing my appreciation for the good staff he had atTHAT point. Note was never acknowledged.

Today was the last straw with the current staff. After spending $ 9.86 on 2 breakfast sandwiches and a tea, I was informed that I would have to pay extra for a pack of ketchup! Obviously, not the staffs fault that they would have to go back and RECHARGE customers for essentials. Not only does this upset the customer but it is a time waster in a busy environment !! SMART owners have included these ESSENTIALS into the COST OF DOING BUSINESS!!

If I paid by credit card, would you require your staff to go back and charge me the $.32 cents charge you incurred for using the card ???. After shaking my head at the upcharge, I drove away with my product. Unfortunately, 10 minutes later I had to re-enter drive thru as the order was totally WRONG ! As my correct order was reluctantly made, I inquired if I could get a free package of ketchup to assuage my annoyance at having to return.

I asked the young man at the window that question 3 times before he gave the perfunctory response of " I'll have to ask my manager". Of course, her knee jerk reaction was no, we have to follow policy.

When I asked if it's policy to accommodate a customer who, through no fault of their own, had to return to get the PROPER order, there was no reply. At this point, some other multi-tattooed drone stumbled by and asked what the problem was.

Exasperated, I waved my hand in a sad farewell to...

I was so excited when this location opened because it was so close to my home. My wife finds herself going a further distance because of how often they mess up orders. I’ve had this same issue but still went……until now. The other day I ordered the cherry pastry and the drive through. I corrected myself when I saw that that’s what they called it and not a cherry danish as I stated. I corrected myself just to make sure the knew what I wanted. The reply was “I knew what you were talking About” in an extremely rude tone. I was taken aback. I then replied that I was just clarifying myself! When I got to the window, they then had to ask what my order was again. At that point, I said never mind, and when to another location. Today, I tried them again. When I got to the window, they know who I am, a young guy that works there that typically very nice and polite, was just staring at me with a look of anger as he charged me and gave me the order. I had orders an Iced Coffee, but had no ICE. That was purposely done. No one doesn’t add ice to an iced coffee by mistake. My wife has an aunt to owned two franchise, and when going there or other locations, I cannot ever remember have an employee act so rude in my life. Avoid the location...