Tim Hortons — Restaurant in Town of Holland

Update 01/25/2025: wanted to provide another update to this original review. As of the last year I’ve noticed things starting to change for the better. The manager who’s been here for a while has been doing her best to build a better team and those efforts show through. They are prompt, polite and kind. Cheery most days and even on the days they’re not they still show effort in displaying professional manners and customer service. Recently the last few times they’ve gotten so used to my order that they practically order for me which is a really cool feeling. It reminds me of the days when I was a boy back in PA and used to go to work with my single mother at Dunkin Donuts and the regular old guys were always there and she knew their orders. Asking the team questions about other businesses opening up in the plaza you can see how much they know and care about their growing community. Very impressed! I am pleased to be able to update this review and to be a long term paying customer!

Update 08/20/2023: yet again we’re cramming the contents of the wrap into the bottom of the Carton and then stuffing the tortilla ontop causing everything to drip all over the place and basically blow everywhere when you rip open a carton. Denise the manager on duty tried to tell me “it’s just a lot of condiments on a wrap” and yet every other Tim hortons in all of buffalo has no issues making this. I’m not sure how this could possibly be so hard. Update 06/02/2023: the last few trips in the morning the manager Maria has been there. Consistency has improved dramatically the wrap is almost always being made right and the staff is much more polite overall. As long as this continues I’ll be making a further update and updating the star rating to 5-stars. side note the manager Maria is very professional and sincere which is great! If the owner sees this I hope you are paying her what she’s worth to your franchise!

Update / Edit: They did in fact make me another for free the next day and this time the experience was much better. I’m not sure if the staff is different at 11:15am on Saturday’s but this time they were much more polite and professional. Further they were able to make the wrap perfectly. I’ve added back two stars for this. As time goes on I’ll continue to use this one since it’s close on my daily travel path and if the experience remains the same going forward I’ll be happy to continue to bump up my rating. Thank you Saturday crew and if the owner reads this please ensure you thank them for caring on your behalf.

I don’t normally use my reviews for complaining, however I also use a chance system for my negative reviews where I will always give a business or location 3 chances to do something right or well. This is the 3rd negative experience I’ve experienced at this tim hortons location and this is also the second time they’ve done this exact thing to my farmers wrap. It started with the order taker arguing with me on how to ring up the order. I ordered a Sausage Farmers Wrap with an add on for lettuce and tomato and a hashbrown on the side. This would normally work out to about $7.59 but in this case the order taker didn’t quite know the best way to ring it up and so she thought to ring it up as a B.E.L.T. Sandwhich with a sub for a white wrap and two full price hash browns one for the Sandwhich and one as my side. Doing so this way would cause this type of meal to go up to $12. I pointed out that I don’t think she was ringing it up correctly because I’ve ordered this before at other tim hortons locations and it’s always rung up as the farmers wrap with a .50 cent up charge for lettuce and tomato each. Instead of simply saying she wasn’t sure if she was right and trying to ask for help she argued saying the other way will ring up as more. Okay not a big deal she corrected that and I let it go and remain polite. At the window it’s all please and thank you’s, of course I have to ask for paper towels since they never just put them in the bag anymore and then as I go to leave and open my Sandwhich? Completely...

I travel from Buffalo to Houghton and this is the Tim Hortons I choose to visit on my way. When I was visiting up until nearing the end of July things were perfect. My food was perfect the lady at the window in the drive-thru was really nice and it didn't feel like I was being rushed. Things started to fall apart once I noticed they were getting new staff. Not only am I being more rushed at the window but the food quality is horrible. I used to go here three times a week and now I only get once a week because the quality of Tim bits has been horrible. Take a look at the picture, would you eat this? It looks unsafe to eat in fact it looks a day or two old. This was at 6:30 in the morning when donuts should be fresh. I've also received this in the afternoon but I figured maybe it's because the donuts were sitting there all day but for this to happen so early in the morning is inexcusable. I have also had issues with 10 bits not being assorted, I had the same glazed Tim bit six times in an assorted box. The staff at the drive-thru: I see them often standing around chatting with each other and they don't seem to care. They're just there for a paycheck and that's it. While I can sympathize with that, I am paying for my food and I have expectations of what I pay for and those expectations are not being met because the staff is giving low quality now. This morning was the last draw with the Tim bits that you see in the picture. I will not be going to this location anymore, I will be choosing between two locations in Arcade on my way. There's a reason that I chose this specific Tim Hortons and it was because they were so amazing and friendly and the food was good quality; there's a reason I passed three Tim Hortons on my way out of Buffalo and chose this one, but not anymore.

I already filled out the contact support application on their website. I would like the owner to take responsibility and shape up...

Spend $100 on boxes of coffee and donuts at Tim hortons this morning for the amazing daycare staff next door for teacher appreciation week.

Me being me, and trying to accommodate everyone.. asked for a few extra cold cups for the girls who like iced coffee and get told "THOSE ARE TOO EXPENSIVE TO GIVE YOU!"

im sorry ma'am, WUT? 🤔 You just charged me $100 for coffee and donuts and you want to tell me your $.05 cup is TOO EXPENSIVE.

I called the day prior to pre order and asked about cold cups, and was told it was not a problem, to let the girls know in the morning. Then in the morning have the staff act like it comes out of their own paychecks.

Not to mention all the bad reviews I could have left about miserable and rude staff, and never getting an order correct. The only thing that keeps me coming back is the convince of location, and the owner of the building. But this situation really made me feel like it was time...