Tim Hortons

TLDR: I ordered on the app and they didn’t have it and refused to refund me $2. Update 02/22/2022: Restaurant got notified quickly about my situation because I had posted on Twitter and filled out their online form. Lizzie from the restaurant reached out to me by phone in the morning. She assured me she talked to the staff. Told me that I had to come in for a refund and that she’ll give me a drink, just not the iced cap, which I understood why. Came in around 4:30pm, staff gave me the refund and I asked for the drink. The MOD tried to call Lizzie before allowing the worker to give me the drink, but Lizzie didn’t pick up. Customer service is still terrible. I ordered an iced cap through the app for pick up. Got to the location and they said they didn’t have iced cap available and told me to get something else. I didn’t want anything else and told them I just wanted a refund. They were very rude and told me that I need to call Tim Hortons to get a refund. I asked why I can’t get the money on a gift card. On a side note, I had this done before at another location, where they just refund me my order, in CASH! The worker told me that she can’t do a refund because it’s through the app and that I HAD to call in for them to refund me. She was very rude to me. I said I wanted a refund so I can go to another location and her reply was “no one has the iced cap”, basically telling me I’ll get it nowhere. Frustrated that I was going nowhere with her, I had to call in. I asked her for the number to call and her reply was to “just google it”. I called in, thank goodness it was only about a 5 minute wait until I reached someone. However, they couldn’t resolve the issue either and had to forward my refund request to another department. She said she put that it was urgent on my file and told me they would call me in a few business days. Well, it’s been a week now and no call, no refund, and so much frustration over just $2. I should have been refunded by the restaurant in the first place. It was only 2 dollars. Highly disappointed with the customer service. It’s not even about the $2 anymore, and more about how ridiculous all of this trouble I have to go through because the location had no responsibility. It was a simple solution, one that’s even posted online by Tim Hortons, that a refund can be made by the restaurant on a mobile order.

Usually very good and friendly service but this morning was terrible. It wasn’t enough bacon. Only one small slice. Usually much better. I visit this Tim Hortons everyday around same time and spend $10 then another $5 in the afternoon 5 days a week. Sad sad. Look at your representation of your new donut that I was dying to try that is just pathetic no icing no care given. Why can you hire or send customer service people to check on quality food. This was my part of my order this morning at 9100 Jane st toronto ont.

the service is fairly nice... but a few weeks ago, I had an order and I specifically asked to put the donut in a box, but the lady was very rude, and threw the bag on the counter and expected me to put it in myself. Another issue that I had today, I ordered a starwberry swirl donut, and the cashier put it in a bag, and not in a box AND half of the cream was off. my donut tastes too bland, heres one star for customer service