I am writing to bring to your attention a recent experience at your Tim Hortons location situated at 187 Bank Street, Ottawa, ON K2P 1W7. This matter concerns an interaction I had on March 22, 2025, at approximately 1:45 PM, after my partner, Sabrina, and our daughter visited the establishment earlier that day at 12:21 PM.
The initial order placed by my partner was associated with order number 253, receipt identifier 288240902, and order ID 294698902. The order comprised the following items: - XL Original Blend Double Double coffee with added roasted hazelnut syrup - Medium Iced Cappuccino with added roasted hazelnut syrup - Small Original Blend Double Double coffee with added roasted hazelnut syrup
Upon receiving the order, my partner returned to our vehicle. Within minutes of *our* departure, I noticed a lack of flavor in my XL coffee, which was unsatisfactory. At approximately 1:45 PM, I returned to the same location to address the issue and interacted with the same male employee who had served my partner earlier.
The employee, who can be described as thin and short, immediately recognized the order and confirmed that only one pump of roasted hazelnut syrup had been added to my XL coffee. This explained the lack of flavor I experienced. When I inquired about the standard quantity of syrup, I was informed that only one pump had been used unless additional pumps were purchased at a cost of $0.50 per pump.
I informed the employee that I had consistently received four pumps of roasted hazelnut syrup in my XL coffee in the past without being charged extra. Furthermore, I explained that according to individuals employed at Tim Hortons, the standard practice for adding flavored syrup is as follows: two pumps for a small coffee, three pumps for a medium coffee, and four pumps for a large or XL coffee, with an additional fee of $0.50 charged only once for the syrup. Despite our disagreement on the matter, the employee ultimately prepared my coffee to my satisfaction.
While the immediate issue was resolved, I am concerned about the implications of this interaction. It appears that this employee may not be adhering to standard practices, potentially resulting in customers being overcharged for additional pumps of syrup or receiving an inadequate quantity of syrup for their orders.
I value Tim Hortons as a trusted brand and have always appreciated the quality and consistency of your products and services. I believe this incident warrants further investigation to ensure that all employees are appropriately trained on the standard procedures for preparing beverages and handling customer inquiries.
Thank you for your attention to this matter. I kindly request a response to confirm that this issue has been reviewed and addressed. Please feel free to contact me.
Tim Hortons Corporation has been contacted and will be in touch!
Hui Ser Choo
Ordered 2 cups of English Breakfast. The guy passed me the drinks and mentioned it is English Breakfast. Apparently, both are chamomile(light blue label). Disappointed with the service and for some reason "is the washroom really out of order?!"
Atmosphere: 1
Food: 1
Service: 1
vrymes
Great staff! Always friendly and cheerful
Atmosphere: 3
Food: 5
Service: 5
Yash Moradiya
Worst coffee i ever tested, employees do their own chill. Waste of time and money , better to go somewhere else
Atmosphere: 1
Food: 1
Service: 1
Leslie Baron
The staff here are very nice and quick. Remy and the others are always a good part of my morning and it’s a joy saying hi to them.
Atmosphere: 4
Food: 5
Service: 4
jody mcrory
The food is what it is. The atmosphere is not great but its not their fault. There's one particular employee, who has my drink order ready to go as soon as he sees me walk in. He should be upper management.
Atmosphere: 2
Food: 3
Service: 4
Ben Emond
Friendly staff
Vegetarian options: Good options
Atmosphere: 3
Food: 4
Service: 5
Recommended dishes: Everything Bagel
Qani
The coffee at this store is fantastic, and the service is friendly and efficient. However, the cleanliness inside the restaurant is disappointing. The tables are often dirty, with food crumbs and drink spills left behind, making it unappealing to sit and enjoy a meal. The chairs also feel sticky and neglected, which raises concerns about hygiene. It’s frustrating to see such a great place overlook basic cleanliness, as dirty surfaces can easily lead to germs spreading. If they put more effort into keeping the dining area clean, it would make the experience much more enjoyable.
The lady this morning yelled at me when I was confused about the order she gave me. She told me it was a latte when I ordered a coffee so I politely told her what I ordered. She started yelling at me for using the kiosk...
Another guy helped me out so it was fine, but that was a madly uncomfortable experience.
Atmosphere: 1
Service: 1
Sara Mae Garciano
Filipino service crew are so helpful and frienldly,
I am a regular customer and more times then not the service is good.
Atmosphere: 4
Food: 4
Service: 4
Caroline C
Lovely staff and great service.
Atmosphere: 3
Food: 4
Service: 5
Recommended dishes: Tim Horton's Smile Cookies
J WHITE
Staff are very friendly. Decor is a bit dated, showcase was bare and floors could use a little washing as there were lots of traces of winter foot traffic. That being said, Breakfast sandwich was prepared fresh.
Atmosphere: 3
Food: 4
Service: 5
Christopher Lacroix
They had trouble with donuts. How is that possible? Train the staff!!
Atmosphere: 1
Food: 2
Service: 1
Recommended dishes: 6 Donuts
Olga Chiper
Great bakery, food but the cappuccino is the worst unfortunately.
Dear Customer Relations Team,
I am writing to bring to your attention a recent experience at your Tim Hortons location situated at 187 Bank Street, Ottawa, ON K2P 1W7. This matter concerns an interaction I had on March 22, 2025, at approximately 1:45 PM, after my partner, Sabrina, and our daughter visited the establishment earlier that day at 12:21 PM.
The initial order placed by my partner was associated with order number 253, receipt identifier 288240902, and order ID 294698902. The order comprised the following items:
- XL Original Blend Double Double coffee with added roasted hazelnut syrup
- Medium Iced Cappuccino with added roasted hazelnut syrup
- Small Original Blend Double Double coffee with added roasted hazelnut syrup
Upon receiving the order, my partner returned to our vehicle. Within minutes of *our* departure, I noticed a lack of flavor in my XL coffee, which was unsatisfactory. At approximately 1:45 PM, I returned to the same location to address the issue and interacted with the same male employee who had served my partner earlier.
The employee, who can be described as thin and short, immediately recognized the order and confirmed that only one pump of roasted hazelnut syrup had been added to my XL coffee. This explained the lack of flavor I experienced. When I inquired about the standard quantity of syrup, I was informed that only one pump had been used unless additional pumps were purchased at a cost of $0.50 per pump.
I informed the employee that I had consistently received four pumps of roasted hazelnut syrup in my XL coffee in the past without being charged extra. Furthermore, I explained that according to individuals employed at Tim Hortons, the standard practice for adding flavored syrup is as follows: two pumps for a small coffee, three pumps for a medium coffee, and four pumps for a large or XL coffee, with an additional fee of $0.50 charged only once for the syrup. Despite our disagreement on the matter, the employee ultimately prepared my coffee to my satisfaction.
While the immediate issue was resolved, I am concerned about the implications of this interaction. It appears that this employee may not be adhering to standard practices, potentially resulting in customers being overcharged for additional pumps of syrup or receiving an inadequate quantity of syrup for their orders.
I value Tim Hortons as a trusted brand and have always appreciated the quality and consistency of your products and services. I believe this incident warrants further investigation to ensure that all employees are appropriately trained on the standard procedures for preparing beverages and handling customer inquiries.
Thank you for your attention to this matter. I kindly request a response to confirm that this issue has been reviewed and addressed. Please feel free to contact me.
Tim Hortons Corporation has been contacted and will be in touch!
Ordered 2 cups of English Breakfast. The guy passed me the drinks and mentioned it is English Breakfast. Apparently, both are chamomile(light blue label). Disappointed with the service and for some reason "is the washroom really out of order?!"
Atmosphere: 1
Food: 1
Service: 1
Great staff! Always friendly and cheerful
Atmosphere: 3
Food: 5
Service: 5
Worst coffee i ever tested, employees do their own chill. Waste of time and money , better to go somewhere else
Atmosphere: 1
Food: 1
Service: 1
The staff here are very nice and quick. Remy and the others are always a good part of my morning and it’s a joy saying hi to them.
Atmosphere: 4
Food: 5
Service: 4
The food is what it is. The atmosphere is not great but its not their fault. There's one particular employee, who has my drink order ready to go as soon as he sees me walk in. He should be upper management.
Atmosphere: 2
Food: 3
Service: 4
Friendly staff
Vegetarian options: Good options
Atmosphere: 3
Food: 4
Service: 5
Recommended dishes: Everything Bagel
The coffee at this store is fantastic, and the service is friendly and efficient. However, the cleanliness inside the restaurant is disappointing. The tables are often dirty, with food crumbs and drink spills left behind, making it unappealing to sit and enjoy a meal. The chairs also feel sticky and neglected, which raises concerns about hygiene. It’s frustrating to see such a great place overlook basic cleanliness, as dirty surfaces can easily lead to germs spreading. If they put more effort into keeping the dining area clean, it would make the experience much more enjoyable.
Atmosphere: 1
Food: 5
Service: 5
Recommended dishes: Everything Bagel, Crispy Chicken Craveable
The lady this morning yelled at me when I was confused about the order she gave me. She told me it was a latte when I ordered a coffee so I politely told her what I ordered. She started yelling at me for using the kiosk...
Another guy helped me out so it was fine, but that was a madly uncomfortable experience.
Atmosphere: 1
Service: 1
Filipino service crew are so helpful and frienldly,
Wheelchair accessibility: Ramp available.
Atmosphere: 3
Food: 5
Service: 5
Recommended dishes: Crispy Chicken Craveable
Restaurantji Recommends
I am a regular customer and more times then not the service is good.
Atmosphere: 4
Food: 4
Service: 4
Lovely staff and great service.
Atmosphere: 3
Food: 4
Service: 5
Recommended dishes: Tim Horton's Smile Cookies
Staff are very friendly. Decor is a bit dated, showcase was bare and floors could use a little washing as there were lots of traces of winter foot traffic. That being said, Breakfast sandwich was prepared fresh.
Atmosphere: 3
Food: 4
Service: 5
They had trouble with donuts. How is that possible? Train the staff!!
Atmosphere: 1
Food: 2
Service: 1
Recommended dishes: 6 Donuts
Great bakery, food but the cappuccino is the worst unfortunately.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: 6 Donuts
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