Tim Hortons

I am writing to formally report one of the most unpleasant, unacceptable, and deeply upsetting customer service experiences my daughter and I have ever encountered. The incident involved an employee named Nancy and included not only extremely disrespectful behaviour, but also repeated racist comments and conduct directed toward us.

My daughter and I came in to order a hot, unsweetened matcha latte, and Nancy was completely unable to process what should have been a straightforward order. She appeared unfamiliar with both the ordering system and the menu and repeatedly had to call the manager for assistance because she could not locate items on the machine. Instead of handling the situation professionally, she became visibly irritated and disrespectful, repeatedly rolling her eyes and…

Hi I have been a customer at tim hortons at 2294 Kingston rd Scarborough Ontario for the last 3 months there has been a major bullying problem there is usually 2 in truck grey Honda CBPN 024 Saturday and today they brought multiple people sit in the parking lot and threatened 2 women that are regular customers gone in and have told management why are these people still coming here to sit out front throw cigarettes butts in the parking lot screaming im going to stab you told to notify police no there two busy I go with my grandkids and

I will write the papers cause your staff does nothing tresspass them for life before someone gets seriously hurt im so disappointed in the management and employees that you have working for you go thur the video at the store Saturday and today's

This was my first time ordering at Tim Hortons, as I am visiting Canada from the United States. Unfortunately, I had a very disappointing experience with the cashier, Hartinder.

When I asked questions about the menu and meal options, she was rude and unhelpful. Instead of trying to understand my questions or assist me, she seemed impatient and dismissive. As a first-time customer unfamiliar with the menu, I expected basic courtesy and assistance, but I did not receive either.

I felt that I was treated disrespectfully for no apparent reason, and the interaction made my first experience at Tim Hortons unpleasant. I am submitting this complaint because I believe customers should be treated with respect and provided with helpful service, especially when they have questions. I hope this…

Benthworth and Caledonia York Reagan Ontario I was in the store for about 10 min AC not working employee and customer all can feel it about 50c in side the store pl help your employees at least how are they working in this horrible conditions where is the manager or owner?

On Sunday 28, 2026 at 10:40 am. I watched a polite older, soft spoken woman ask the young girl behind the counter to change her tea. She asked for 1 and half cream and said the girl did two. Instead of politely changing out the tea, the young girl decided to berate the woman in front of everyone saying she did 1 and half and too bad, shes not changing it.

The elderly lady already had 2 drinks that were done right and just wanted the tea to be changed. Instead, this young girl decided to be rude and talk over the customer, telling her she is banished from the store and shes never allowed back.

She asked the man at the counter if she could speak to a manager. He said there was none. She asked if he could provide her the young girls name. She said she didn't know either. What a horrible…

The staff are always great, but the coffee cups are horrible. The leak when your hanging onto them and also when you take a drink. I’ve also had the staff tell me how bad the cups are. I’ve had coffee stains on my clothes almost on a daily basis.

Please change the design of your cups. Thanks Cindy

Today, while driving on I-390 from Rochester to Binghamton, I saw a Tim Hortons sign. Because I love Tim Hortons coffee and usually make my coffee at home using Tim Hortons beans, I decided to leave the highway and drive 3.5 miles to get a cup.

I bought a medium filter coffee at the Tim Hortons location at 1 Ryan Dr., Geneseo, NY. Unfortunately, it was a total disappointment. The coffee tasted stale and was too unpleasant to drink.

The employee was very friendly, and the shop itself was very clean. I am not concerned about the few dollars I spent. However, as a loyal customer, I was disappointed. Next time, I will think twice before buying coffee there, and I may even ask to taste it first to make sure it is fresh.

This experience shook my opinion of Tim Hortons a little.

Horrible service at Tim Horton's at Niagara College Welland campus. HUGE wait times when there are only 2-3 people in line and a beverage has been ordered. Don't bother ordering food on your lunch hour it will take 15- 20mins to get.

There goes your 30 min break. Supervision seems to be nonexistent.

I ordered soda swirl which was completely overflowing and spilled on my pants and car. I told the drive through stuff and the response was like this happen. What kind of behaviour is this. The address is 1715 70 St SE, Calgary, AB T1X 0L4.

I need resolution as early as possible

Subject: Urgent Concern Regarding Employee Conduct at Fort Wayne Location

To whom it may concern,

I am writing to express my shock and deep concern regarding an incident at your Fort Wayne, Indiana location. It has come to my attention, through video evidence, that a 20-year-old supervisor physically pushed an older customer.

I would like to know what kind of employee training is in place that could allow such unacceptable behavior. As a businesswoman, I find it troubling that an employee would feel empowered to physically assault a customer. Under no circumstances should an employee ever put their hands on a customer, as was clearly shown in the video.

I expect a prompt response explaining how this situation was allowed to occur and what actions will be taken to address it.…

Very disappointed with my experience at the Tim Hortons near Sport Chek in Square One.

During my interaction regarding employment, Manager Bernadette spoke to me in a completely disrespectful and unprofessional manner. Instead of communicating politely and professionally, she raised her voice and behaved in a way that was unacceptable.

If she was not interested in moving forward with my application, that could have been communicated politely and respectfully. There was absolutely no need for shouting or disrespectful behaviour.

I completed everything that was asked of me, and I am not okay with the way I was treated. Candidates deserve basic respect and professionalism.This experience left a very negative impression, and I hope appropriate action is taken so that future candidates are…

I ordered and paid through the mobile app. It was a large order - dinner for 3 people - just over$46. When I arrived, the worker told me they did not have potato wedges in stock, nor the chicken bowls. I asked why the app let me order it and she said she doesn't use the app. They also forgot a doughnut from the order and gave me an entirely different doughnut, in place of the wedges. The manager told me that was all he could do. Ridiculous. One doughnut does not equal the $6 I paid for the 2 wedges. Horrendous customer service.

In order for everyone to have the dinner they wanted, I had to go to another Tims location & buy the missing items. So I paid twice. Never again. The food wasn't even good & it was cold.

Almost 2-4 times per week, from the drive through, I order egg and cheese only on a biscuit, coffee and a hashbrown from Tim Hortons, 222 Baseline, Sherwood Park location. Yesterday, they gave me egg and cheese on English muffin instead.

This morning I told them about their error and asked them to please give me what I order. I just wanted them to acknowledge their mistake and I was not looking for any free stuff. So, instead of apologizing about their mistake, this east Indian lady got mad at me and asked if I still had the sandwich from yesterday.

She then refused to even listen to me. Horrible customer service. I tried to call that location but had no answer.

I tried to purchase a croissant for my son at the Tim Hortons near the Durham College Oshawa GO station and the lady who served was extremely rude.Looked like she was fed up with my request and said they dont carry croissants.Some training around how to talk to customers is needed

Tim's used to be known for the huge amount of cream cheese that came with the bagel, it was awesome. Cream cheese is now $1, or $2 if you ask for extra. 95% of the time, whether I ordered extra or not, there is next to NO cream cheese on the bagel.

I've emailed my store directly about the issue and it still persists, I talked to a friend on the other side of the country and she has the same complaint. If I'm paying $2 for extra cream cheese I expect to get some.

I feel like they need a specific scoop dedicated to EXTRA cream cheese orders because this is a persistent issue that is getting so old. Photo below is my bagel this morning that I paid for extra cream cheese 💀

Even for the price the coffee is only mediocre. But I've found that in the past few years coffee just leaks out through the cap no matter how much I try to seal the thing up. Whatever cap you've switched to just isn't cutting it.

Five more words added for count requirement.

I was in Tim Hortons on Gore St. in Perth Ontario. There was a dog in the store and it didn't have a service best on but the lady said it was her personal service dog. Every kind of service dog I have seen always has a service best on. Even a personal on.

I feel this needs to be addressed. I will also be contacting the owner as well about this.

Watered down coffee Too little cream Too much sugar The unhappiest group of international workers, which is the whole team I have ever experienced. I have been drinking Tim Hortons coffee for 20 plus years and in this last month I have tried different variations and still can’t make it taste like a Tim Hortons coffee

I’m just putting in a complaint about the Tim Hortons in the Victoria Square parking lot in Regina Saskatchewan some of the goals that are working there are very, very rude. We go quite often and it seems like there is no customer service whatsoever.

All they’re worried about is the drive-through we can stand at the front counter sometimes five minutes before we even get any service then when we get service, she’s very rude and then on top of it all we get cold coffee. I have fun on Good Friday and I told the young lady that served us that I want hot coffee and not cold and the look I got was enough to kill me very unhappy with the service in there very very unhappy.

My pregnant wife and I had an extremely upsetting experience at the Tim Hortons located at 41276 Ford Rd. Earlier today, around 5 PM, we were accidentally double charged for our order. When we politely requested a refund, the employee—who appeared to be the manager—became hostile and made racial remarks toward my wife. She even told my wife that she hoped she would die. Exact statement: “I hope you die, pregnant lady”

When I went inside to ask why such a comment was made, the manager refused to process our refund, threatened us, and then called the police on my wife, our 3-year-old child, and me. The entire situation was humiliating and deeply concerning. Fortunately, I began recording the encounter once I felt threatened, though I wish my wife had been able to record her part of the…

1220 Brant Street Burlington Ont. Visited location this evening, 2/9 approx 8pm. My complaint is the tables were dirty, crumbs, spilt coffee etc. The worst were the pictures over tables. Covered in dirt and dust hanging down. Not very appetizing if you are drinking or eating. Disgusting.

When mentioned to server no apology. Service was also slow. Will not go to that location again

I am writing to formally express my disappointment with the direction Tim Hortons appears to be taking, particularly regarding what feels like increasing greed at the expense of customer experience.

Recently, after spending over $40 on food for my family, I was told to pay $1 for a very small amount of sauce. Charging extra for something so minimal—especially after a substantial purchase—comes across as petty and excessive. This is not the level of goodwill or customer appreciation that Tim Hortons was once known for.

Additionally, basic items such as napkins are routinely missing from takeout bags unless specifically requested. Napkins should be a given, not an afterthought, especially for customers ordering meals to go. These small but repeated omissions contribute to the growing sense…

I ordered an Egg and Cheese Farmer’s Wrap. When I arrived at the store, my order was not ready and I waited a few minutes. Once ready, an employee called my name and handed the order directly to me. As I was travelling to Etobicoke, I did not check the contents immediately.

After taking the first bite, I realized the wrap contained sausage, which I do not eat. As a result, I had to make an additional stop to purchase another breakfast and then travel back to the same Tim Hortons location to report the issue.

When I spoke with the manager on duty, Kevin Jung, I was extremely disappointed by his response. Instead of acknowledging the mistake, he repeatedly blamed me, insisting that I had taken someone else’s order. I clearly explained that I did not pick up the order myself—my name was…

I am writing Tim Hortons to let you know that I am no longer going to purchase any of your products. Over the past several years, I have gone to your restaurants (in Canada) less and less. Your staff are rude far more often than they are polite.

It also seems to me that the quality of the food has declined, while the prices have risen. Those reasons would be enough for me to stop going, but on top of that, your use of foreign workers reflects a disinterest in worker's rights.

So I will no longer go into your restaurants or purchase your products.

Subject: Ongoing Issue With Morning Shift Employee – Request for Follow-Up

Hi,

I would like to report an ongoing issue I’ve experienced with a morning-shift employee at your location.

This is now the third time that this employee has been rude, argumentative, and unprofessional with me. She frequently gets my order wrong, and when I politely ask for corrections, she speaks in a disrespectful tone and rushes me. Her manner feels hostile, and it makes the experience very uncomfortable.

I did speak to the manager previously, but nothing has changed.

I am asking for this issue to be reviewed and for appropriate action to be taken so customers can feel respected.

Thank you.

My name is Abdul Latif, and I have been working with Tim Hortons for over seven years in one of its international branches. I am writing this complaint because I have noticed unfair differences in salaries based on nationality.

I discussed this issue with a Human Resources manager in my location, but nothing changed. Later, a training manager told me that his brother works in Canada and “the same system applies there.” This was very disappointing. I believe discrimination based on nationality is unethical and not something a company like Tim Hortons should allow—especially since it goes against Canadian labor and human rights laws.

I work hard every day and take pride in my job. All I ask is fairness and transparency for everyone—regardless of where they’re from.

Thank you for taking…

Yesterday in the new Milverton store, I ordered a plain bagel, double toasted, buttered with half herb and garlic cream cheese. I left and ended up going back to complain. I got almost no cheese, and there was butter all over the bun.

which isn't true at all ! I get these a lot at other Tim's and they're not covered in grease. Usually cheese oozes out a bit, even with half amount. Someone made it again and this time there was still butter everywhere and the bun was actually burned black and the same amount of almost non existent cheese.

so basically she lied the 1st encounter and then made it sound like it was my fault. wasn't burned , but still no cheese to speak of. I just left and the 1st lady said have a nice day pretty sarcastically.

I don't have names, but this was ridiculous.…

Your Flatbread pizza takes way to long for people have to wait over 20 minutes in drive thru for a simple coffee that's friggen ridiculous should be served inside only. Now go to McDonald's for coffee and when McDonald's had pizza it was only a 5 minute wait. Maybe you should follow there lead.

I have not been receiving my points for playing the Tim Hortons hockey.

My family and I were traveling and stopped at 3550 Edson Alberta We ordered two coffee and several breakfast sandwiches The coffees were lukewarm and very bitter The sandwiches were dried out and seemed like they were made the day before This was at five thirty in the morning when one would expect everything to be fresh Very disappointed will never happen again

To whom this may concern,

First of all I would like to apologize and DID for yelling at the Staff members. We all experience bad days. Other than yesterday I have ALWAYS been over polite and all the staff should at the very least agree with that. I had politely asked the employee to not give me a tray for my drinks. The lady acknowledged me by saying okay and then she still proceeded to put my drinks into a tray. After she put my order on the counter in front of me I just looked at her and when she asked me what was wrong, I then proceeded to tell her that she had just acknowledged that I requested no tray for my beverages. After I said that I then proceeded to leave and on my way out of the building I heard clear as day from multiple other employees who were not managers or supervisors…

Me and my wife has been banned from both Tim Hortons in fort Erie on garrison for sitting inside ordering drinks and food while warming up and charging our phones as we are struggling this time of year and now we spend lots of money at Tim Hortons thanks to that we are no longer able to order anything and where trespassing this is not fair all the other people are there same hours and

they don't get banned I want something done about this because it's not fair and right if nothing happens it will be taken to court if it can resolve before that

I’m not sure how or who to bring up this complaint so I will do it here. I’ve even gone in to order TimBits and the variety available is poor, either only one option or if lucky get the last few of the other flavour.

I know the franchisee is not totally in control and must adhere to policies/mandate of Tim Horton…so please check out this store before it goes down the drain… Thank you.

all I ordered was a muffin. My time is valuable too. this all happened at 226 West Street in Brantford Ontario. Was unable to get in touch with franchise owner Keri Korfman. Very disappointed in customer service. com

Has the displeasure of dining in at your attached wendys/ tim hortons on forest hills cole hbr tonight with my husband. on on the other side of the restaurant. 3 girls and 1 male in the same washroom. As I was waiting for them to come out I look around and notice this other group of kids , one girl standing in the middle of the seating area vaping.

She was very comfortable doing so like this was a regular thing. The other kids come out of the bathroom together and yup I confirm 3 girls and a male. As my husband I got up to leave I felt compelled to ask for a manager to bring it to there attention...

because I'm sure they wouldn't be comfortable if something terrible happened with the situation in the bathroom. The girl that was in charge didn't seem too concerned and didn't so much as…

The tim Hortons at lawrence and pharmacy is rude when I go there.They had no clue what there doing .They kept making me scan my bar code for cheaper food .It also didnot work well the bar code .But than they kept asking what I'm getting when I said what I'm getting .This happens every time I go...It happened at this other tim Hortons on lawrence where they kept making me scan my app over and over .I went to another one and same thing....

To whom it may concern,

My name is Alice. I had very bad experiences with Tim Hortons recently.

I am a new member of the Too Good To Go program. My first order was Tim Hortons, because I believe Tims reputation. But it became my worst experience.

My first TGTG order was made on Nov. 23, 2023 at 200 Front St. West, Toronto. I got 2 muffins, 1 regular croissant, 1 honey cruller Donut, 1 raisin tea biscuit, 1 savoury pastry, 4 tim bits. I checked all above products' prices on your website, the total value is less than $15.

Before I made an order on the TGTG app. I was told that I would get a food amount over $15 surprise bag. But I didn't.

If last week's experience was acceptable, then today's experience is completely unacceptable.

I made my second order on Nov. 29, 2023 at 335…

A few weeks ago I went to the tim hortons restaurant and was pulled forward. I asked them how long it was going to take because I needed to get my son to school. I parked and waited and 5 minutes and had to finally come in and get it myself.

When I told the manager I was filing a complaint with corporate she told me I was banned from coming to that restaurant anymore. I didn't swear or raise my voice, definitely didn't do anything to deserve being completely banned.

That's about $20 everyday in sales you're losing out. She was a black girl and said she was the general manager. I tried to go there today because I really didn't think she was going to follow through over that and she said she'd fill this order but I could no longer be there.

my complain back in late OCT or early NOV of 2023 i went to the drive through and order my breakfast for myself and my son. It was early before 5:30am. when i got to the window and got my points and paid.

the lady was repeating my order and i told her that was not it, and she then had to revise what was on her screen and said "sorry" But it's more money, so i told her ok here is my points and she told me that she couldn't do it.

Know i don't know if she revised the payment in the screen or i put my phone and it came out.. When i told her that i wanted to collect points she said she couldn't put them in. This happens often.

I don't know why the system won't let you or they just don't want to do it. I tried doing the survey BUT YOU CAN'T EVEN SEE THE STORE NUMBER OR PAYMENT OR THE SURVEY…

To Whom It May Concern:

My husband and I had a terrible experience at your Tim Hortons at 290 Harwood Avenue South, Ajax, on Tuesday November 7, 2023 at 2:41 p.m.

I had not eaten in a day and a half. I had surgery the morning of Tuesday November 7, 2023. When my husband picked me up from the hospital, he asked me if I wanted anything. I told him I wanted to go to Tim Hortons, that I really wanted a coffee and a donut. Probably not the best thing to eat after not eating for a day and a half, but that’s what I wanted. I love my Timmies. My mistake.

On the way from the hospital, I checked the Tim Hortons App like I always do for any offers. I found - $5.00 for 2 coffees (or teas) and 2 donuts. We drove through the drive through and told the girl we were ordering the offer – 2 coffees and 2…

Honestly it shouldn’t even get a 1 star. I went to this location in Columbus Ohio: 60 N Wilson Rd Columbus, OH 43204 United States.

They were out of cheese all meat, they were out of their donuts. They were out of the smoothies and peppermint drinks. How are you out of all of that?? Also the customer service was awful, no smile just answered with a yes and no.

Just ordered two breakfast egg wraps and a coffee. The eggs were so burnt you could not even taste the sausage! Horrible breakfast!

Wayne

I have a disability and I was mine my own business and two girls come in to Timmys and they called me names and the workers kicked me out of no reason and they called me names and they kicked me out and I did nothing wrong all I said that don't ever say that and they kicked me out for no reason because I have a disability and I am going to tell lawyer

I am a 74-year-old woman who frequents Tim Hortons Englehart, Ontario three times a week. I’ve never seen such bad service since the supervisor hired a young gentleman in his late teens. I had to ask several people before I found out his name.

He is a Black (and no I am not prejudice in anyway), he is loud and obnoxious, he swears, and he’s very rude to customers. He should not be working there. His name is Jaden Sullivan.

Drive thru person could not understand what I wanted to order and kept saying the wrong thing. Plus I ordered and paid for a donut but did not receive it. I understand mistakes happen but this has happened often at this location.

My only and biggest complaint is you all will not for some reason open up more Tim Hortons in Kentucky where I now live come on let's get the ball rolling on opening more up a steak and shake restaurant went closed in Mount Sterling Kentucky where I live it's right off the exit it would be perfect for a Tim Hortons

8 pm. Ordered large steeped tea and a ten pack of CHOCOLATE Timbit’s… got a large reg coffee and assorted Timbit’s… Huge difference between coffee and steeped tea… this isn’t the first time… very disappointing

The manager (she calls herself) at Tim Hortons 730 King St W, Kitchener, Ontario is very rude. This kind of pathetic behavior should be stopped immediately. I have seen this from her multiple times and its like targeting one particular customer.

She refused to give out her name at first but then said she is Sara(not sure). Please look into this ASAP.

Very rude customer service , slow service , waiting long period of times to be taken care of & workers aren't even taking consideration or even acknowledging customer waiting to be taking care of . messy food , attitud about everything

Go to Tim Hortons all the time never had a problem a guy in front me ask for a medium coffee she said they're out of cups medium size I ordered a combo and two other drinks and then she pulled out a medium cup and I said Oh I thought you were out of medium cups and she said yeah in cold coffee but

it's not in your business and why are you listening on other people's conversations is she work there and then start screaming at me so I asked for a refund after I paid for it cuz I don't want nothing from anyone that's going to disrespect me like that and then I try to get my refund it takes 10 minutes and then I got people trying to fight me because they're not getting their coffee it was a Tim Hortons on Michigan Avenue in downtown Buffalo New York not much it's just unbelievable that this…