Tim Hortons - Kitchener

After cleaning up, we headed inside to see if we could get replacements for the coffees. We spoke with the assistant manager, and her attitude was quite shocking. When we explained what had happened and told her our order, she replied, "That’s not fair to us, but I’ll replace it anyway." Not fair to us? I just had three extra large hot coffees spilled all over me—what do you mean it’s not fair? I understand it wasn't Tim Hortons’ fault, but honestly, my coworker and I have never experienced anything like this before. The assistant manager was incredibly dismissive and didn’t even ask if I was okay. To top it off, she even glanced at my pants as if to suggest I was lying. It was absolutely ridiculous.

The restaurant is extremely busy on weekday mornings, with the drive-thru line extending onto the road. However, during other parts of the day, it’s just your average Tim Hortons.

I really don't understand why it's so difficult for the staff to listen to customers and fulfill orders accurately. I had to return twice because they forgot items from my order. Despite having 15 people behind the counter, it feels like such a waste of time. Taking notes and repeating the order shouldn't be hard. With so many people involved, it's no surprise that things keep going wrong. My order is still incorrect, and they can't even cut the bagels properly. I'm too exhausted to deal with this incompetence any longer. Please improve and find a solution!

I previously rated this restaurant a 3, but it has seen significant improvement over the past year. This may be due to a combination of renovations and enhanced service, and they also seem to have a better staff-to-customer ratio than before. I’ve adjusted my rating from 5 to 4, though, solely because I discovered they have discontinued their honey mustard.

Then, I specifically asked for a regular bagel bun for my takeout BELT, but when we got home, we found that it was an everything bagel instead. The most frustrating part of my visit was when I ordered two sausage and bacon wraps. Neither of them contained any sausage at all. I could understand if just one wrap was missing the sausage, but both? It was unlikely that my order was misheard since the only other option available was a farmer's wrap with hash browns. It felt like my request was completely overlooked. To make matters worse, the wraps only had small bits of bacon that resembled crumbs rather than actual pieces, which was really disappointing considering each wrap cost $8. Lastly, the dessert area filled with donuts and Tim Bits was swarming with flies. I was going to order a donut, but I was put off by the sight of multiple flies crawling over the treats. I didn’t take a photo, but based on what I've seen in other reviews, this seems to be a recurring problem and indicates poor sanitation. Overall, my experience was unacceptable, and I won’t be coming back.