Tim Hortons — Restaurant in Westland

Read a article recently that involved violations. Tim Hortons, 715 S. Wayne Rd. During a routine inspection on March 7, an inspector noted several problems at Tim Hortons.

— The following was observed: -An employee was observed using their phone and then proceeded to put on gloves and transfer sausage from a pan to the hot plate. -An employee was observed using their phone to call their manager to let them know the inspector was there and was then observed preparing customer orders. Both employees were reminded of proper hand-washing procedures and asked to wash their hands at the time of inspection. A follow-up will occur to ensure long-term compliance. This was a third time repeat violation, therefore the person in charge was given an additional risk control plan that is to be completed and returned to the inspector within the next 5 business days.

— There was a bag of shredded lettuce observed on the cook line with a best by date of 3/6/25. The expired lettuce was discarded at the time of inspection. Violation corrected.

— The following was observed: -The hand-washing sink by the entrance to the kitchen along the back wall was observed being blocked off by employee personal items. -The hand-washing sink by the walk-in freezer was observed being blocked off by a stack of cardboard boxes. -The hand-washing sink closest to the drive-thru window, along the wall, was observed with iced cappuccino dumped in the basin. Hand-washing sinks were made easily accessible at the time of inspection, and the staff was reminded of proper hand washing sink usage, and was asked to discontinue the use of the hand-washing sink for culinary purposes. A follow-up will occur to ensure long-term compliance. This was a third time repeat violation, therefore the person in charge was given an additional risk control plan that is to be completed and returned to the inspector within the next 5 business days.

— The thermometers on the kick plate of the ware washing machine was observed sitting at 130F although the machine got up to 180F during the rinse cycle. Repair the thermometers on the kick plate of the ware washing machine to be able to monitor if the ware washing machine is reaching the proper temperatures throughout use.

— There was a leak observed underneath the hand-washing sink by the walk-in freezer.

— Also observed was the ware washing machine dripping water outside of the unit itself. Repair the plumbing fixtures listed above.

— The ventilation system by the drive-through window and the vents throughout the front kitchen area were observed to be soiled and filled with dust.

— Also observed was the oven ventilation system to be encrusted with...

If I could give a zero I would, very rude staff. They talk about customers and their orders while they leave the window open. In addition, on March 31 I placed an order through the app, only to arrive at the restaurant to find a sign saying they were closed. I reached out to customer service that same day, who said they had forwarded my message to the restaurant as they handle refunds. As of today (April 17), I still have not heard from the restaurant or received a refund for the order that was able to be placed on the app to a closed restaurant. I have followed up with customer service twice since then (April 3 and April 16), and customer service just says they are sending the message to the store. It is ridiculous that I haven't been able to get a refund for this order. I will not be returning to this location and likely will be changing coffee chains since Tim Hortons can't stand behind their customers.

Update: in response to Tim Hortons response. If you read my review you would see I have filled out the form...

I don't normally get regular coffee or go to Tim Hortons. The initial coffee i received was cold too much cream. I was given a new one. I took my family there this morning and spend 30 dollars for breakfast. The cashier let me wait at the counter (clearly seen me) the woman on food let the cashier know I had been waiting awhile (patiently) the cashier told the woman working food that I had everything I needed and she was too busy to help me. There were 2 orders on the screen and I had waited patiently.

I simply wanted to dump out some of my coffee and have them top it off. It was way to sweet. There doesn't seem to be measurements for putting in cream and sugar. Looks like guessing and holding the button for cream and sugar.

Etleast the woman on food was polite enough to help me out. The cashier was being rude. Even though I was polite. I'm unsure honest where the unwillingness to come over and help me stemmed from. Etleast see what your customer needs instead of creating an issue out...