Worst customer service I've had. First I come in and already the cashier, which also is apparently a manager, is screaming in condescending and arrogant way to an elder lady because she asked for nature donut and the cashier gave her a blueberry donut. When it came to my turn to take my order, I started giving out my order and in the middle of it, she just left for at least 5 minutes, not telling me anything and talking to employees in the back. I started complaining and I saw a woman behind the counter dressed with a red shirt. Seeing a civil behind the counter, I assumed she was the manager. I told her I wanted to complain and she told me that the cashier was also a manager. So I went back to her and asked her why the attitude? She kept being arrogant and condescending and when I told her I was unhappy with her service and wanted to know what she was going to do to compensate, she said she wouldn't compensate for anything, again in a very condescending and arrogant way. On my way out, I saw a family coming in. Seeing I was frustrated, they asked me what was wrong, told them I got the worst service of my life by the cashier. They asked me if it was the indian lady and confirmed to tell me they also lodged a complaint towards for being condescending and arrogant.
Food: 3
Service: 1
Atmosphere: 2

When we go through with the car, they can't hear clients properly, which causes frustration . No very friendly either. On the 31st of December, I decided to go inside and order it was 2:25pm. It says closing at 3pm and they didn't let me in . Yet the drive threw was operational. Got back in the car and got Mt order done. When I got to the window I asked for the manager. A lady came and said "I'm the Manger what do you want" I told her why is your door locked when it says 3pm and it's not even 2:45pm yet. She said we need to clean. I said I will complain with the Tim Horton head office and she responded "we don't care" . Very nice service and attitude. I decided not to go there and go the Tim's on St Jean's which is 4 blocks away.
Service
Take out
Meal type
Lunch
Price per person
$1–10
Food: 3
Service: 1
Atmosphere: 1

I have been avoiding this Tim Hortons for years as everytime I went there there was an issue: burnt bagel, dirty coffee, missing or wrong items in my order and the staff was always rude. I ended up going back recently and I noticed that some of the staff had been replaced but one of the rudest is still there. She badmouth customers in front of them, acts and talk with a lot of aggressivity (like throwing your order at you) and all that while unapologeticaly messing up people's orders. Another one went as far as lying about my order in front of me and pretended I had ordered something different for no apparent reason (thankfully the receipt was there). Avoid this Tim Hortons at all cost and either go to another franchise or one of Tim's competitor.
Service
Take out
Meal type
Breakfast
Price per person
$1–10

We have been going here for years. Last few times we get home and the wraps we order are incorrect. Today we called to let them know and they said we have to come back in store for refund. So my husband went back and the manager would not refund him. The girl on the phone said to come back anytime to get a refund with no mention of having to bring the wraps with us! The manager was RUDE and unapologetic…even if we had to bring the wraps with us which we were unaware of, what kind of customer service is that? We will now be ordering from another Tim Hortons that is EQUALLY close to home. Customer service is none existent at this Tim Hortons especially from the manager. Such a shame.
Service
Take out
Meal type
Lunch
Price per person
$10–20

It takes a lot for me to ever complain about receiving a bad service because I know that working in Customer Service is tough especially in a fast-paced environment like Tim Horton's. And I'm grateful for the people who have to face customers during a pandemic. But seriously! I don't understand how after a year of constant good hygiene practice reminders, an employee can serve me a burnt bagel without gloves and without washing their hands after hanging up their cellphone that they were using on speaker mode without a mask on. In addition I always make the effort to repeat several times and very loudly my order so how can you mix up Green Tea with French Vanilla when I'm literally the only customer in the coffeeshop?

It bugs me to make a negative comment considering how hard the service industry has been hit by the rules involving the pandemic but when things go so wrong it's hard to just let it go sometimes. I did a mobile order for a large mocha latte and an extra large candy cane hot chocolate with 2 shots of espresso. We were the only car there when we arrived and got our order through drive through. Once getting home a few minutes later we realized the latte was honestly between cool and warm in temperature and my candy cane hot chocolate had no espresso in it as well as no whipped cream. I guess the lesson is to go in store to make sure that things get done right.
Service
Take out
Meal type
Other

After reading many of the reviews about this particular store, I felt reluctant to write my own. But after reflecting for a while, I decided to leave a short objective review based on my own experience at this Tim Horton's branch. Being there many times, I can't remember any mixing up happening in my orders (we are a family with kids). Food quality was Tim Horton's standard, no more no less. Stuff were always respectful to us. Store is crowded most of the time which may explain the more-than-usual mixing ups or lesser quality food happening to other customers. Indeed, this does NOT justify, by any mean, any poorer quality either in service or in products of Tim Hortons.

Every time my family and I attend this Tim Horton there is never a dull moment. Always a " mix up" in the order, forgotten items , unidentified orders and so on. It is so bad to the point that they will take the time to actually serve a completely watered down version of their so called "Hot Chocolate. The customer service is beyond terrible. They are always so very rude answering clients as though we were a bother. I work in the fast food industry and never would I treat my clients with otter disrespect .From now, on I will be avoiding wasting my time going to this Dusty Tim Horton and go elsewhere ; Where my service is actually welcomed and appreciated.

First of all the order was only one late and one ice cappuccino, this should not take more than 1 minute. We pull up at the window and see 6 workers unable to complete this simple task. They charged us twice and we’re confused about the order even tough we were the only people in the drive through. After 15 minutes of waiting they told us the late machine was broken and gave us the choice of timbits instead. Very disappointed hopefully they can fix their problems in the future.
Service
Take out
Meal type
Lunch
Price per person
$1–10

I went almost every morning for fast breakfast in the car... 4 days out of 5 my order was mixed up, always something missing or the wrong sandwich prepared. And if I asked to have it changed, I would get attitude from most of the drive through employees. Also, slowest drive through service ever!! 15 minutes to serve 3 cars in the morning? UNACCEPTABLE ... It used to be good service, now its its WORST in the West Island! Unless something changes with the management of that place, Don't go there, not worth your time.

My wife went to pick up our breakfast via drive thru. The hash browns were burnt and stale (should’ve been discarded). These big franchise stores are pushing little businesses that do a better job out. Tim Horton don’t bother replying to make up for it. Instead treat your customers with some respect or get out so others can do so. Enough! We are paying more and more for less and less.
Service
Take out
Meal type
Breakfast
Price per person
$10–20
Food: 1
Service: 1

I am at this particular location 5 days a week. I have ordered coffee or donuts or muffins or sandwiches. The last few times I have been, the muffins feel old and stale.
Service
Take out
Meal type
Other
Price per person
$1–10
Food: 1
Service: 2
Atmosphere: 2
Parking space
Somewhat difficult to find parking
Parking options
Free parking lot
Parking
The workers of the REM park their cars so at times, not much parking

Saturday, August 20, at 03:45 I tried to order on the drive-way, first a girl talked to me. I said « two bagels » but she doesn’t understand, just after, a rude boy came through and told me I’m not « understandable », then hanged up. Nothing. As I saw, the other clients had the same issues. A very bad Costumer services. Another things, I was waiting for a long time. Our time isn’t important for them?
Food: 1
Service: 1
Atmosphere: 1

Quality of food and service really has gone down. Had to repeat our order several times, and once we had gotten our food it was cold and the wrong sauces. The quality of the fried chicken bites has also gone down in recent years, no doubt as a result of being bought out an american company. It was floppy and felt like eating chewy plastic. Save yourself your time and your mood and skip

I usually am satisfied, but tokay the service was awfull at the Drive Thru... First the employee taking my order was just saying "Hi"...I had no idea if he was talking to me or not. Then, at the pickup Window, that employee (a different one) almost threw my sandwich to me. They were not as busy as usual, No excuse... Their staff is just not "Customer Relations" trained, I feel.

I went to this tim hortons and I swear I have never tasted such a disgusting coffee. I ordered an ice coffee, it had no ice. It was just black cold coffee, it was so horrible. I do not recommend this place, for a good coffee and nice service go to the tim hortons in brunswick.
Service
Take out
Meal type
Other
Price per person
$1–10

They are not known for their speed but late at night they are usually your best timmys to actually get something good to eat. The other locations are usually out of everything. I guess it has something to do with the fact that there are always people inside at all hours of the night. 9 out of 10 times they usually get my complicated order right.

One of the most down to the ground location. There supervisor is old enough to retire. My order was a mix up with words that author thought was very clear. The atmosphere is one that seems to need a renovation of the whole outfit. Go to another location if you can. But, if you must, you'll get your cup of coffee thats for sure.

Probably the worst Tim Horton's in the West Island. Food is often burnt, one time so bad the bagel was completely black and they still served it to me. Priority seems to be on drive through lane. Have stood there for 5 mins, next in line watching 8 employees serve the drive through and not one take will take my order.

I went there after the renovation and it's the best tim I've been! The staffs are nice and patient. The display counter is very clean and full of goodies. Freshest timbits I've gotten, even in the afternoon!
Service
Take out
Price per person
$10–20
Food: 5
Service: 5
Atmosphere: 5

Though there were many cars ahead of us but it took us just few minutes to reach the counter. Very fast service. Regarding our order, everything was good except the potato wedges which were half baked and almost cold. Seems like they were hurriedly cooked sometime back and were leftover from a previous order

Tim Hortons has the best coffee and food! The coffee is always hot and you can buy bags of it there as well if you want to make them at home. I love how they open early in the morning for when you're on your way to work or going to school. Fast service and friendly customer service. (They have a drive-thru)

AVOID THIS DUMP. STAFF CANT SPEAK FRENCH OR ENGLISH. THEY ARE UNABLE TO UNDERSTAND THE CUSTOMERS ORDERS AND IT IS IMPOSSIBLE TO UNDERSTAND THE NOISE FROM THEIR MOUTHS. THEY BURN EVERYTHING AND IT TAKES FOREVER TO ORDER. WORTHLESS STAFF. MAJOR NEED FOR NEW MANAGMENT AND HIRING PRACTICE.

Went for the bowl, new item on the card Was really tasty but godamn small portion, for 10$ a plate i was looking for something more Hope they change that because otherwise the taste is dope
Service
Take out
Meal type
Lunch
Price per person
$10–20

Long waits in the drive through. The ice capp machine is broken on a regular basis. The week day shift is the most efficient!
Service
Take out
Meal type
Breakfast
Price per person
$1–10
Food: 3
Service: 2
Atmosphere: 4

A employee was racist with me and my family, we can not speak French very well, she was insulting. She told me her name is Arabian o something like that. Never came back again!!! Sorry for Tim Hortons for my family a disgusting and awful experience!!!

This is the slowest drive through I have ever been to. It is so narrow, and unorganized, and once you are in you can't leave. It took me 20 minutes to get some timbits and a coffee. The Timbits that I got were old and stale. Definitely not going bad

Went there yesterday I asked for a large french vanilla, she gave me coffee. I said to myself whatever people make mistakes, I go back again she gives me attitude and is bold enough to pour out the coffee, and pour the French vanilla in the

If I could give this 0 stars I would. Not only were they extremely rude, they also completely messed up our order which almost endangered the health of my friend who is deathly allergic to cream.. When I went back and complained they rudely

I actually like to go sit and have a drink. But the evening manager, this 75 year old lady who keeps repeating that she's been working there for 25 years, thinks she owns the place and talks like, what we like to call it in french, un osti

Great Tim Hortons! Clean environment. Friendly staff who work very hard. Fresh food. Love their iced coffees and breakfast sandwiches. Convenient location. Always plenty of seating, but never empty. My daughter loves their donuts :-)

10x faster using drive-through. Ask for a receipt as in past I have had several mistakes (missing items, overcharge on higher priced items). I don't get that part, I'm hoping its just honest mistakes when your being rushed out.

No decaf. I don’t understand a coffee chain that regularly has no decaf coffee to serve. Was told the espresso machine was broken. Service was good.
Service
Take out
Meal type
Other
Price per person
$1–10

Lady at drive thru is extremely rude. Give her 2.50 for a coffee that's 2.40. She then scoffed when I asked for my 10c change then acted as if nothing when confronted about what she said under her breath. Do better lady

Never had a problem at this branch! They're relatively quick and put in the effort to make your food as you request no matter how complicating of an order you may have (guess the employees are good listeners) …

They got my order wrong for the second time this week. Also very poor service.
Service
Take out
Meal type
Lunch
Price per person
$10–20
Food: 1
Service: 1
Atmosphere: 2

Small mobile order. Simple and fast. Picked up drive thru. No complaints.
Service
Take out
Meal type
Dinner
Price per person
$1–10
Food: 5
Service: 5
Atmosphere: 5

I can only rate the drive through service and up until now, no complaints. Our favourite thing to get are the ice caps, yummy.
Service
Take out
Meal type
Other
Price per person
$1–10

Very very very bad service, at the drive thru people are not smiling, they are so rude, they don't even say hi....food are cold , coffee is cold....how this place still open. Zero and zero and zero star

A great place for your morning coffee, and the staff is very friendly.
Service
Take out
Meal type
Other
Price per person
$1–10
Food: 4
Service: 5
Atmosphere: 5

I did mobile order. The young staff in the drive thru who give the food must be polite. Let the customer speak before closing the window. Rude and disrespectful. Not recommended this place.

Was there yesterday. Tables dirty, trays not picked up and garbage overflowing from the bins.
Meal type
Other
Price per person
$1–10
Atmosphere: 2

Regular Tim Horton speedy service
Service
Take out
Meal type
Brunch
Price per person
$10–20
Food: 4
Service: 4
Atmosphere: 4

Take a breakfast at 7 pm here is amazing, with comfortable seats thanks
Price per person
$1–10
Food: 5
Service: 5
Atmosphere: 5

Coffee was very fresh and this Tim Hortons is very well located. It is a little crowded however, but other than that it's a great place.

For a tim the vibe is pretty chill, service is great too
Food: 5
Service: 4
Atmosphere: 4

OMG. I remember Dunkin donuts. .when I bought a jelly filled it was filled. .this is an embarrassing

Very good service, Quick & efficient staff
Food: 5
Service: 5
Atmosphere: 5

By far the worst in the West Island. This place should be closed down
Service…
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Very bad service, employee impatient. There's fly on the muffin
Food: 1…
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