Tim Hortons

Ordered iced cap through app. Waited for a bit. Saw staff walking around not even acknowledging. Another one came and made the iced cap with less portion.

Every staff member is so rude, the worst tim hortants ever. Everytime we go there is an issue, definitely needs a change in management. The lady had horrible attitude, made us feel not welcomed. Gave us the wrong order and said she couldn’t understand us, all we asked for was 3 simple coffees.

This is the third time that my was messed up. I ordered everything croissant but they gave me cheese croissant. Now am far and can't go to Tim's again to change. Earlier also asked for everything Bagel and got sesame seed. Tim Hortons should provide proper training. Their standards are decreasing day by day especially the customer service. This location is not the only one. Most of the locations in Mississauga, Brampton and Etobicoke are bad. Poor customer service, employees are very rude. If Tim's can't train them send your employees to Starbucks for a training at least they listen to their customers.

Moderate experience, food orders mix up alot but it depends when you go overall tim Hortons in general global should step up the availability of foods. Things I want usually aren't available.

I visit there thrice in a week and their customer service is terrible. They just watching line up of customers and nobody comes to take order. After long time some come to take orders and it take a long time to get order in morning from them. If visiting this location, you can easily waste your 20-30 minutes. Moreover, I always order steep tea and which never taste like steep tea. I already told the staff that your taste is different from other Tim and it’s horrible too. They don’t care. Then I start ordering the vanilla ice coffee and today after drinking that I am sick. It very hot outside and going back to change the drink is hard. Horrible Horrible. Even the customer waiting area is always covered with garbage. The staff never smile. They just looking at customers no smile at all. Should hire more staff for quick service and good service.

Probably the worst drive through in the GTA. This morning I ordered a farmers wrap, it was 5: 58 in the morning and they didn’t accept my order because the breakfast menu was only after 6am. Yes, because of 2 minutes. If it was like 30min before or even 15 I’d understand, but 2 MINUTES! What a joke! Everyday I get a coffe there, but today was my last time!

1 STAR - QUALITY ASSURANCE ISSUES & INACCURACIES!

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I am writing to provide a comprehensive account of a significant service discrepancy I experienced at your Tim Horton's Drive-Thru located at 793 Wilson Ave, Toronto, Ontario, M6C 1B6. The incident occurred on Tuesday, June 6th, 2023, at approximately 1407 HRS (2: 07 PM).

Upon approaching the Drive-Thru Ordering Screen, I placed an order for 1 Large Dark Roast Coffee with 1 Milk. The order was accurately repeated and displayed on the screen, which gave me confidence that my request had been properly understood. However, upon reaching the service window to collect my order, I was informed by the staff that the total amount payable exceeded $5. To my surprise, the staff member stated that my order consisted of a large coffee with 2 sugars, 1 milk, and an additional food item, which was completely inaccurate.

Following a brief delay, I was handed the coffee without any marking on the lid to confirm its adherence to my order specifications. Upon taking a sip, I discovered that the coffee contained sugar, directly contradicting my explicit request for a sugar-free Large Dark Roast with 1 Milk. Consequently, I promptly returned the coffee to the employee, emphasizing my original order once again. It was disconcerting to witness the employee's perplexity and apparent confusion in understanding my straightforward request.

These repeated instances of service discrepancies at the 793 Wilson Ave Drive-Thru have caused significant inconvenience and frustration for customers. Inaccurate orders not only waste time and disrupt daily routines but also undermine the trust and satisfaction that customers expect from a reputable establishment like Tim Horton's. As a customer myself, I rely on the convenience and reliability of your services, especially at a conveniently located Drive-Thru such as this one.

It is evident that these inconsistencies arise due to poor management of staff at this location and a lack of quality assurance measures before products reach the service window. The staff's inability to accurately process and fulfill customer orders indicates a need for enhanced training, improved communication, and a rigorous quality control system. Customers should not have to bear the burden of incorrect orders and subsequent inconveniences caused by inadequate processes and oversight.

To address this issue effectively and prevent its recurrence, I propose the following measures:

1. Staff Training: Conduct comprehensive training sessions for the staff at the 793 Wilson Ave Drive-Thru, focusing on order accuracy, effective communication, and attentiveness to customer requests. Emphasize the importance of quality assurance in maintaining customer satisfaction.

2. Quality Control Procedures: Implement robust quality control procedures, including visual checks and marking systems on beverage lids, to ensure accurate order fulfillment before it reaches the service window. Regular audits and spot checks should be conducted to maintain consistency.

3. Management Oversight: Strengthen managerial oversight and involvement in the day-to-day operations of the 793 Wilson Ave Drive-Thru. Regular monitoring and feedback sessions should be conducted to identify and address performance gaps.

4. Customer Feedback Mechanism: Establish a streamlined and user-friendly feedback mechanism, such as a survey system, to encourage customers to provide input on their experiences. Utilize this feedback to identify recurring issues and implement corrective actions promptly.

By implementing these measures, Tim Horton's can demonstrate its commitment to customer satisfaction and regain customer trust. Consistency, accuracy, and attentive service are crucial for retaining a loyal customer base and upholding the reputation of the Tim Horton's brand.

I had a very unpleasant experience today in this branch with a server/cashier or barrista the name is AARON or AJ on his nameplate I have to repeat my order 3 TIMES because he is distracted and not being attentive. I notice that he is wearing a drive thru headset which contributed to the problem, he also left the counter without completing my order. Even if I had to repeat my order 3 times he still didn’t get it accurately. I ask for his name and he said “GO AHEAD AND COMPLAIN NOONE CARES” I am very disappointed! This is the first time that this happened to me in any Tim Hortons branch. I’ve never encountered a person this rude in this kind of business. In addition I had to wait for more than 5 minutes before someone can actually take my order, looks like they prioritize the drive thru more. This happened today June 16,2023 around 3: 30PM

Let's say that the coffee is not that good, but the cold drinks are worth it, good bread and the atmosphere is pleasant

Very bad service. In addition to taking a long time for a simple thing I was given incorrectly.

It’s almost 3 AM. I Ordered a dark roast coffee. I must say it’s got to be probably the best one I’ve ever had. I’ve been to this location during the day not as good. But today was the best coffee ever. I’ve never had a good Tim Hortons coffee like I did today.

This is the worst location. Today I bought a hot tea and I got cold water in a hot cup. They must have known the water wasn’t hot when I asked them to take out the tea bag. It’s a terrible location where the staff is rarely ever pleasant.

It was a Very bad experience for me.costumer service was disappointing because they were very rude and couldn'ttake the order properly. I never ganna go there again

I'm sure the staff is doing their best but avoid this location unless you're desperate. It's a small location so if you want anything other than coffee they're likely out of stock! The driveway is so short that the line quicky spills out onto Wilson Road, bad design, and if you're turning left in here when it's busy just forget it. Even the order window is slow most of the time which makes the traffic backup problem worse. Cars hate just driving by here. Now you know.

After I paid for my order and waited in line they said they ran out of my stuff! Only offered a refund and nothing to compensate me for my time wasted in line!

Horrible customer service. The staff working at the front window can’t take orders properly without talking behind their customer as I’ve experienced today. Ordered a large Iced Capp and wanted whipped cream on the top once I’ve arrived to the front window just to be told by the rude lady that I should’ve ordered ahead of time and started talking about me to her staff in her language and called me a B* in English I’ve heard it! And confronted her about it and she denied and kept showing her attitude and her staff did nothing about it besides that no manager was on duty or to be found to report this incident.

Great selection of muffins and doughnuts fast service and as always good fresh coffee there was a line up waited about 10 minutes in line the staff was very friendly will be back

I always do walk-ins as I work across the street, and have come in several times. Came in on July 25th, 2022 and Rachael served me; the SWEETEST woman I have EVER communicated with at this location. The rest of the employees that I have been in touch with throughout my visits have been quite dry and deadpan in nature. Rachael has been my favourite employee here! Otherwise, solid product quality.

The lady from the drive thru was so rude when I was trying to correct my order this morning. Shes been rude from the beginning and i have been trying to let it pass and just order but she had to yell and answer me in a very rude manner. Like, if you dont want that job throw your attitude somewhere else where you dont have to deal with people on an early sunday morning. Put that girl on a midnight shift!

I come here every Wednesday night and I’m never disappointed I love how even in the middle of the night the 2 young ladies who work are always filled with energy! Very polite and outgoing

I understand that everyone has their own opinion but if you have nothing good to say then don’t say it at all!

Also You guys shouldn’t blame the workers if a machine isn’t working or their out of something blame the owners! The workers are their to work and making money just like everyone else

It’s hard to work in the night so kudos to you ladies keep up the good work!

Food was good, but a fee things off menu were not available. Also difficult to get in during high traffic hours.

The woman that works there around feb 16 12am shift is very rude! She doesn’t know how to approach the customers! She doesn’t have manners!

This Tim Hortons is the worse there midnight staff don’t listen to what your order is I ordered 2 chocolate croissants and received 2 regular croissants and had to go back and then I also order XL stepped tea and received coffee but was not going back for a second time please train your staff properly so they know what products are what thank you

Horrible place for a drive thru. Almost had a huge accident there cause drives don't see you stopped in line that runs out onto Wilson. My life is not worth a coffee or muffin. Won't be going back

Worst costumer service ever, I have not experienced this at Tim Hortons before.every time I go there is a line up in such a small place. One time I was being late to my work place because of ordering only for cup of coffee.

Suggest to double check your order before driving away. Even if it holds up the long line up at this Tim Hortons location. (Which greatly effects Traffic along Wilson avenue) surprised that it is not a by-law issue.

The reason why you must double check your order is because yesterday I ordered breakfast and what I was given was not what I had completely ordered. This has happened in the past and the next day, I would bring the order back and receive what I had ordered. I would unfortunately not have breakfast that day but at least it would be given correctly to me the next day. Today, I showed the order which was the error to the supervisor and was told that she didn’t want to see it.

Paula who is the supervisor advised that I should of come back after realizing the order was a mistake yesterday even though I was on the 401 on my way to a timeline appointment. Her expectation was for me to come back and wait again in the 15-30 minute line up of parked cars on Wilson avenue and get the order fixed. Which means no refund for today for the incorrect order which I showed her today from yesterday.

I haven’t seen this new policy of having to come back to get the error corrected on the Tim Hortons website but this is what she and the franchise at this location has asserted. In the past, I would just come back and bring the mistaken order and Tim Hortons would provide the correct order at no charge with a smile and an apology. But now, you must come back on the same day.

Therefore, I strongly suggest if you have four orders like I did yesterday for everyone in my car. Don’t drive away. Check each and every order before driving away even if it takes a few extra minutes to prevent having to come back and wait again to fix the error which sometimes happen due to the volume of business which that location has opposed to being charged again for the same order which happened to me today.

Day shift staff is great- never had such a well put together bagel belt unless I do it myself. Drive through area isn’t big so the line gets long but I was in and out in under 5 minutes for two sandwiches. Avoid this place at night when the staff becomes children. Daytime staff is great!

Drive thru only.
Limited space (few parking spots)
Limited menu (donuts and bagels only)
Coffee / tea
Pretty quick most of the time.

Its one of the slowest drive thru here in North York. Probably the slowest one. There's no sense of urgency with the staff. Walk-ins were waiting for more than 10mins just to be serve during rush hours. Also, sometimes the staff working in the overnight shift have people inside who appears to be friends but customers are not allowed to come in when they are there.

It's a bad location and you have to depend on local traffic being sympathetic, to let you in the driveway

It just happens 10 min ago around 4: 25 PM June 21.take out who ever she is taking my orders making fun of my accent.and she laugh asking me again my order.i hope u looking up this matter.

Small hut located right off the street so good luck trying to get a coffee when it's rush hour or even any sort of busy.you gotta line up on the road to get in the drive through.only come here when it's necessary which is never

Racist and disrespectful night staff. Said something disrepectful in Indian that my girlfriend understood because one guy couldnt get our order right

Very poorly designed/laid out. Drive thru lineup of more than 3 or 4 cars spills to the street and blocks it. Also cannot get to parking spaces without having to drive though said drive thru.needs rear entrance. Should not have been approved by city.

This one particularly because its a drive through and the architect didn't think it through can be horrible with traffic. It can also take a while waiting for orders to come out. Drive throughs should be for quick things not 5 different meals especially with no real place to park and wait.

Not a bad location but they need to train their people how to make bagels, when you ask for Double Toasted, give them Double Toasted.when they ask for cream cheese put f.kin cream cheese on it. Thank you.

My sister went to get me a muffin that I was craving. She asked for a Carrot muffin at the drive thru. And she even said it twice.
She dropped off the muffin for me and it was a chocolate chip! Chocolate Chip? I just don’t get it.
They must not listen or just don’t care

Of course it is Tim Hortons so its delicious. However, due to the fact that this is on the main road and their drive thru is SUPER short, it causes alot of anxiety for people trying to hit the drive thru especially during busy hours. This is thw closest tims to my place but because of the traffic backup i always end up driving to the next closest one.

This morning, I ordered three egg and cheese combos and repeated that I wanted them on biscuits. When I got home, I noticed that they were on English muffins. I thought it was a genuine mistake but reading others reviews, I realized that they are just careless. They did not even have the courtesy to mention if they did not have biscuits. I would have been fine with that. Someone wrote in their reviewe that the drive through is very short which causes anxiety for the staff to complete and deliver orders quickly and correctly so they make mistakes. Now that cannot be an excuse for the mistakes made and are to be made. I simply will not go to this location again. Thank you for the service today.

I bought 2 coffees plus some muffins.along with a few other items I think. However.something was off.about the coffee.so I asked for 2 milk.to see if that helped. Finally. I decided to return the coffee and ask the girl to remake it. She looked at me and said.you added milk.thats why.it taste weird. I thought to myself.normally the coffee improves with milk or suger.and since it didn't.in this case. I asked the girl with the round glasses to remake it. She gave me attitude.so I said nothing.and thought to myself.are these staff being treated properly? Why are they giving attitude.to their customers? Hmm.

They are hard selling large cup coffee in the morning. Saw their employee at drives through preparing food without wearing gloves.

My coffee is never made the same way twice. Inconsistent. Only drive through in area. Hard to get in and out.

It's a pretty decent location for a quick grab and go, especially for the east bound traffic on Wilson Avenue has a easy access to drive-thru.

This Timhortons is usually quick. But they are really bad at giving napkins - I get it if I ordered a drink only but if someone orders a bagel, I would like to have napkins to go along with my order!

Good customer service here.and my orders comes quick especially when I go through the drive thru. My only problem is some cashiers there do not know how to give back the right change. The other day I was missing $5.00 from my change and had to get out of the car and walk back to get the rest of it. And just today they gave me TOO much change in which I had to give some back. Overall service is ok.

Edit: They got my order wrong this morning AGAIN and it was a hassle to go through the drive through to correct it. -_-

It was nice fast service small shop and very convenient but too convenient it was very packed and always full

Small location doesn't have many of the specialty donuts etc but at least they have all the specialty erinks

Fast service, friendly staff. The iced capp I got was made better than average and filled to the brim!

Service is OK, not great but not terrible. What is terrible is the location. The drive thru constantly backs up onto Wilson causing traffic delays

I went on Sunday and we are able to order at the front door but today I went again and the front door was closed but the drive-thru was opened and even if you walk by the drive-thru they won’t let you order.

On ethical behaviour of Tim Hortons employee
towards a customer I just came from my condo I have no car so it’s a drive-through The employee was rude to me she told me to go somewhere else I thought Tim Hortons Said they are going to help everyone I don’t know what is wrong with some people who are employed at Tim Hortons I was treated very rudely and I don’t like it

This tim hortons is the worst. They ALWAYS get my order wrong. I always ask for half WHITE hot chocolate and coffee and they give me the chocolate with coffee. Like they don’t listen and aren’t attentive. This is the fourth time they did this mess up

I usually come to this Tim Hortons for a quick coffee run. It's usually fast, quick and friendly services. BUT THE ONE THING THEY ALWAYS FORGET THE NAPKINS AND I DON'T GET WHY. I didn't just order a coffee- I ordered food as well and they always make me ask for napkins! Other than that it's great here.

Such a disaster. Waiting in drive thru.wasnt moving. I decided to park and go inside.even worse 5ppl behind the counter and I stood there like I was in a strangers house.just being stared at. They were too relaxed.messing around with eachother. They didnt seem organized. Finally a female took my order, I paid.got the coffee. She just walked away. No receipt. Nothing. I waited another 2 min because I wanted a sleeve. And some guy I wasn't sure if he was there on his day off? -hanging out? Was the one who gave me a sleeve. The self serve section wasn't stocked. I left in such annoyance.

Every morning I go here before work. And they barley have a menu. 5: 30 in the morning and there's no breakfast? Why even sell it.