Tim Hortons in Houston

“I love this place so much! They’re always consistent, food is great, and the staff is incredibly attentive! Only thing I don’t like is how crowded it gets, but I guess that’s about what I can expect from a popular coffee shop! Good for them, keep it up!“

“Giselle? Let me tell you a little something about this manager at Tim Hortons. If it weren’t for her, I would have stopped coming a long time ago.

They released Strawberry Cold Foam, and for an extra $1, you can add it to your drink. Naturally, I opted to add it to my usual matcha order. Imagine my surprise when I felt my digital wallet audibly gasp after receiving quite literally a squirt of strawberry on top of my matcha, as though using the promised amount was going to bankrupt the entire restaurant.

I’ve been ordering this exact drink—with the strawberry cold foam—for weeks now. Every time, I felt disappointment wash over me. At one point, I had to ask what appeared to be a manager to please make it look remotely close to the picture, and she didn’t hesitate. She made it perfectly.

But this was a rare occurrence.

I ordered it ahead last week, and to my surprise, I received the infamous “squirt”—or better known as the “swirl”—which made me want to instantly request a refund on my entire $1 upcharge. I vowed to the girl at the window that I’d never order this cold foam again after she informed me that was the recommended amount, and that I would have to pay an extra 50 cents if I wanted my drink to actually reflect the advertisement.

But then came Giselle.

I came in today and explained the situation to her. I told her that for $1, I simply couldn’t be disappointed again. She seemed genuinely stunned to hear that I hadn’t been receiving the product as advertised. After my transaction was complete, I imagine she said, “Hold my cold brew,” because she proceeded to show a fellow employee exactly how it’s done.

What I received was glorious—nearly identical to the advertisement outside. A matcha topped with strawberry cold foam the way it was clearly intended to be served.

I almost shed a tear.

Needless to say, Giselle is an incredible manager who always puts her best foot forward. Through the long lines, through the rude customers, through it all, she maintains not only professionalism but also a genuine understanding of the customer experience.

I hope she stays with the company and continues to grow because it’s people like her who keep places like this operating—and thriving. She is what I would call a “silent asset” and deserves recognition.

And yes, this entire review is based on a matcha… and several other consistently positive experiences.

Go you, Giselle.“

“They could use some more lunch options, like sandwiches. They brought in steep tea then took it away. They use old cups from promos like roll-up and camp-day just to use cups. It defeats the purpose of those campaigns. I think they’re struggling in Houston, they’re never busy. Hopefully they improve or they’ll be all closed in a year.“

“Love this Tims but especially the blue hair girl working the counter. I haven’t seen her around lately, the rest of the staff is nice but that girl has repeatedly helped me with navigating the app, as well as given me detailed recommendations on the menu.“

“I visited this location today and they were very friendly with me and my family the food was amazing hot, delicious my family loved it and enjoyed the coffee , restaurant looks amazing, entire team was friendly and very helpful to me. Thank you to the manager of this place . We love it“