Very poor experience at this Tim Hortons location.
I ordered at 4:55 PM on Dec 24 and waited over 25 minutes, even though my name appeared first on the screen. During this time, more than 7 customers who ordered after me were served first. The delay happened because two staff members working the line responsible to make orders were busy chatting instead of preparing orders. (indian background)
When I asked about my order, one of them tried to hand me someone else’s cold order. Only after I questioned it did another employee bring my actual order receipt, clearly showing it had been forgotten. When I asked for the right order, the staff member was rude, refused to give her name, and also refused to share the manager’s name as I wanted to speak with them.
I want to clarify and apologize if mentioning background feels uncomfortable I would not have done so if the staff had identified themselves. I come from Indian background myself. This is not about ethnicity, but professionalism and accountability. The issue was specifically with those two staff members on the line; other employees were polite and helpful.
If customers are expected to wait 25-30 minutes, that should be communicated. Management should review camera footage, as even other customers noticed how long I was waiting. Very disappointing service.
This experience is honestly why I usually avoid eating at Tim Hortons and unfortunately, this visit reinforced that decision. I hope this location focuses on better training, professionalism, and customer service going forward.
Atmosphere: 1
Food: 1
Service: 1
E F
I visited the Sherway Tim Hortons location this morning at 9:00 AM, expecting to easily purchase a coffee and a toasted bagel—standard breakfast fare. To my astonishment, I was informed by staff that they could not serve any warm food or items that required preparation (like a toasted bagel).
The reason given was completely unacceptable: they were apparently preparing for an event scheduled for the following day.
This is unacceptable for a busy, full-service quick-service restaurant during peak hours.
Fundamental Service Failure: A major Tim Hortons location should not be shutting down its core food service at 9:00 AM on a typical business day. A store's primary function is to serve its customers the advertised menu items.
Poor Planning: The decision to sacrifice an entire day's worth of business and disappoint countless customers to prep for a future event demonstrates extremely poor management and operational planning.
Customer Disregard: This restriction forced me to leave and seek my breakfast elsewhere, which is a major inconvenience.
I was able to purchase my coffee, but the refusal to serve a simple toasted bagel effectively curtailed my breakfast plans. I urge management to investigate this operational choice. Regular customer service and the full availability of the standard menu must take precedence over future event preparation during advertised business hours especially during a busy holiday season.
Atmosphere: 3
Food: 1
Service: 1
kylie Henderson
The owner of this place her name is stella, she was very rude and unprofessional to me. How could she manage a restaurant when she cant even manage her attitude and emotions. Never ordering from this location again.
Atmosphere: 1
Food: 1
Service: 1
Mark
I attended here this morning and ordered one of their bagels. I asked if they would please scoop out the bread from the bagel (carb conscious). The attendant was confused and didn’t know what I meant. I explained it to her but she still didn’t seem to understand I repeated the explanation and offered to help. Next thing I know, her co-worker accused’s me of being aggressive and that they were trying to help me, that it’s not something that they do.
Great customer service.
Atmosphere: 3
Food: 4
Service: 1
Soumitra Roy
Small but cozy interiors
Atmosphere: 5
Food: 5
Service: 5
Mark Bautista
The crew members was very good to care about the customers and the restaurant was very clean it was nice to eat here.
Atmosphere: 5
Food: 5
Service: 5
Anubhav Sandhir
Unfriendly Employees
Atmosphere: 1
Food: 1
Service: 1
Devender Kumar
I recently visited this location for a quick lunch another day. The customer service person was really polite, I think her name was Lika or Lyka. I ordered the flat bread pizza and an ice capp and both were made to perfection. Definitely will visit this location every time even if its little far from my home. Cheers
I visited the Tim Hortons in Sherway and had such a great experience! I ordered a medium mocha iced capp, potato wedges, and some birthday cake Timbits. Even though it was quite busy, the staff managed to get all my orders ready on time and everything tasted perfect — the same original flavours I love.
A special shoutout to my cashier, Kat — she was super friendly and approachable! She greeted every customer with a big, contagious smile that instantly brightened the atmosphere. I wasn’t sure which Timbits to get, but Kat recommended the birthday cake ones, and I’m so glad she did — they were absolutely delicious.
Great service, great food, and great vibes. Definitely one of the best Tim Hortons experiences I’ve had!
Atmosphere: 5
Food: 5
Service: 5
Chester Guitang
I had a great experience at this Tim Hortons! Lyka took my order quickly and efficiently. They were very polite and friendly. My order was accurate, and the service was fast. Definitely appreciate their great customer service.
Atmosphere: 5
Food: 5
Service: 5
Leo Bautista
Food and service were absolutely great. Kudos to all the friendly staff here!
Atmosphere: 5
Food: 5
Service: 5
Khalid Ahmad Warraich
Good service like always
Atmosphere: 5
Food: 5
Service: 5
Kurt Ebeling
Sandwich was burned, asked for it to be exchanged. It got exchanged for another burnt sandwich.
Avoid buying food here, better to spend your money elsewhere.
The franchise owner of this location needs to do a better job training their employees. I understand that Tim Horton's has decided to cut costs but that should not come at the expense of ruining/wasting food.
Friendly staff
Atmosphere: 5
Food: 5
Service: 5
This is one of the better Tims' locations.
Atmosphere: 4
Food: 4
Service: 4
Very poor experience at this Tim Hortons location.
I ordered at 4:55 PM on Dec 24 and waited over 25 minutes, even though my name appeared first on the screen. During this time, more than 7 customers who ordered after me were served first. The delay happened because two staff members working the line responsible to make orders were busy chatting instead of preparing orders. (indian background)
When I asked about my order, one of them tried to hand me someone else’s cold order. Only after I questioned it did another employee bring my actual order receipt, clearly showing it had been forgotten. When I asked for the right order, the staff member was rude, refused to give her name, and also refused to share the manager’s name as I wanted to speak with them.
I want to clarify and apologize if mentioning background feels uncomfortable I would not have done so if the staff had identified themselves. I come from Indian background myself. This is not about ethnicity, but professionalism and accountability. The issue was specifically with those two staff members on the line; other employees were polite and helpful.
If customers are expected to wait 25-30 minutes, that should be communicated. Management should review camera footage, as even other customers noticed how long I was waiting. Very disappointing service.
This experience is honestly why I usually avoid eating at Tim Hortons and unfortunately, this visit reinforced that decision. I hope this location focuses on better training, professionalism, and customer service going forward.
Atmosphere: 1
Food: 1
Service: 1
I visited the Sherway Tim Hortons location this morning at 9:00 AM, expecting to easily purchase a coffee and a toasted bagel—standard breakfast fare. To my astonishment, I was informed by staff that they could not serve any warm food or items that required preparation (like a toasted bagel).
The reason given was completely unacceptable: they were apparently preparing for an event scheduled for the following day.
This is unacceptable for a busy, full-service quick-service restaurant during peak hours.
Fundamental Service Failure: A major Tim Hortons location should not be shutting down its core food service at 9:00 AM on a typical business day. A store's primary function is to serve its customers the advertised menu items.
Poor Planning: The decision to sacrifice an entire day's worth of business and disappoint countless customers to prep for a future event demonstrates extremely poor management and operational planning.
Customer Disregard: This restriction forced me to leave and seek my breakfast elsewhere, which is a major inconvenience.
I was able to purchase my coffee, but the refusal to serve a simple toasted bagel effectively curtailed my breakfast plans. I urge management to investigate this operational choice. Regular customer service and the full availability of the standard menu must take precedence over future event preparation during advertised business hours especially during a busy holiday season.
Atmosphere: 3
Food: 1
Service: 1
The owner of this place her name is stella, she was very rude and unprofessional to me. How could she manage a restaurant when she cant even manage her attitude and emotions. Never ordering from this location again.
Atmosphere: 1
Food: 1
Service: 1
I attended here this morning and ordered one of their bagels. I asked if they would please scoop out the bread from the bagel (carb conscious). The attendant was confused and didn’t know what I meant. I explained it to her but she still didn’t seem to understand I repeated the explanation and offered to help. Next thing I know, her co-worker accused’s me of being aggressive and that they were trying to help me, that it’s not something that they do.
Great customer service.
Atmosphere: 3
Food: 4
Service: 1
Small but cozy interiors
Atmosphere: 5
Food: 5
Service: 5
The crew members was very good to care about the customers and the restaurant was very clean it was nice to eat here.
Atmosphere: 5
Food: 5
Service: 5
Unfriendly Employees
Atmosphere: 1
Food: 1
Service: 1
I recently visited this location for a quick lunch another day. The customer service person was really polite, I think her name was Lika or Lyka. I ordered the flat bread pizza and an ice capp and both were made to perfection. Definitely will visit this location every time even if its little far from my home. Cheers
Atmosphere: 4
Food: 5
Service: 5
Restaurantji Recommends
I visited the Tim Hortons in Sherway and had such a great experience! I ordered a medium mocha iced capp, potato wedges, and some birthday cake Timbits. Even though it was quite busy, the staff managed to get all my orders ready on time and everything tasted perfect — the same original flavours I love.
A special shoutout to my cashier, Kat — she was super friendly and approachable! She greeted every customer with a big, contagious smile that instantly brightened the atmosphere. I wasn’t sure which Timbits to get, but Kat recommended the birthday cake ones, and I’m so glad she did — they were absolutely delicious.
Great service, great food, and great vibes. Definitely one of the best Tim Hortons experiences I’ve had!
Atmosphere: 5
Food: 5
Service: 5
I had a great experience at this Tim Hortons! Lyka took my order quickly and efficiently. They were very polite and friendly. My order was accurate, and the service was fast. Definitely appreciate their great customer service.
Atmosphere: 5
Food: 5
Service: 5
Food and service were absolutely great. Kudos to all the friendly staff here!
Atmosphere: 5
Food: 5
Service: 5
Good service like always
Atmosphere: 5
Food: 5
Service: 5
Sandwich was burned, asked for it to be exchanged. It got exchanged for another burnt sandwich.
Avoid buying food here, better to spend your money elsewhere.
The franchise owner of this location needs to do a better job training their employees. I understand that Tim Horton's has decided to cut costs but that should not come at the expense of ruining/wasting food.
Atmosphere: 1
Food: 2
Service: 2
Loading...