Tim Hortons

I have been going here for 4 years and have had good food and service. The last 3 times I have had a long wait in the drive through and missing items. The service is poor at best. I was then told they have new owners and management. Not going back

I have stopped @ this Tim Hortons several times and it does not appear to be well-​managed. Today the server had to go look in the back for a Timbits box and then had to go back again to get change. The manager stopped him in front of employees and customers to talk to him about when he took his break (while I’m waiting for my change). I felt bad for the guy because this could’ve been discussed in private or when no customers were in the building. Instead you should be asking why you are running out of basic things like boxes and change in the cash drawer.

Customer service is the worst I’ve seen so far while in Rochester! I ordered a grilled cheese panini, the server asked me what I wanted to drink (signaling my combo). When my panini was done, I asked if I got chips and he said no. The lady making the orders chimed in and said, we don’t know what our customer want unless they tell us. An employee with good customer service skills, would ask, combo or sandwich. I wouldn’t be ranting but as I’m sitting in the restaurant, she makes a snide comment about good customers telling them want they want. Good way to lose customers. Hire people in your store that care about the customers and making them happy. Bottom line in the food industry!

Stopped at the Tim Hortons in the Basin area to pick up breakfast before getting on the Thruway yesterday. Price was ok, service was ok, sausage biscuit with egg & coffee were really good. Only bummer is they gave me 1 napkin, am not a total slob but 1 napkin just isn’t going to cut it :(so overall, will stop again, but definitely check the bag before I drive away for more napkins.

Took over 15 minutes in the drive thru with only two cars ahead of us. They messed up our drinks (only ordered two iced coffees so not a huge complicated order) wasn’t worth it to go in and complain. Not sure if it’s just poorly managed but this isn’t the first time it’s taken so long. Won’t be returning to this location anytime soon.

Summary: Drive-​Thru customer beware. Be sure to double check your bag /​ask for your receipt at the window. If you can afford the extra 5 — 10 minutes, just go inside and order
The Drive-​Thru service at this specific branch leaves much to be desired.
Let me be clear from the start —
We don’t have issues with speed of service or employee bad attitudes.
The Drive-​Thru always moves quick and the staff are always polite.
Our issue is specifically with this branch’s inability to maintain order accuracy.
My wife and I are very laid back and easy-​going. Most times when we leave the window in Drive-​Thru noticing errors we just make light of it, shrug it off and keep moving.
It’s time these errors become known and we hope that this will allow others to come forward and provide suggestions and ways to improve the accuracy of service.
We aren’t the type of customer that puts in those extremely large and/​or complex orders with insanely ridiculous demands that are better off placed inside the store, resulting in a backed up drive-​thru line. Our orders are typically — 2 coffees (same w/​just cream only), 2 donuts (same donuts). OR 2 breakfast sandwiches that are exactly identical.
Be sure to ALWAYS ask for your receipts at the window and/​or do not drive away until you’ve double-​checked your bag to confirm the order is what you placed at the intercom.
It isn’t just one or two employees, it’s the entire team that makes careless & simple mistakes with drive-​thru orders. There doesn’t appear to be good communication /​relaying of information between staff members.
A lot of part time workers come and go through these branches — and that’s fine because it is not the source of the problem. Dunkin Donuts and all the other fast food chains employ the same demographic and we have never felt obligated to write a review like this anywhere else for any branch of Tim Hortons or any other business with a similar model.
****This is a reflection of the management and poor training protocols/​systems in place. The bushnell’s basin branch requires attention.
We would strongly suggest looking into putting a system in place to track order accuracy rate and accept the fact that while it may never be perfectly 100% error-​free, at least have a system in place that gives your team goals to strive for and improve it quarterly/​annually.
For example, the person on the headset will confirm our order and repeat it back to us, confirming that they heard us correctly. But then that’s not what comes out at the window — and if you agree to receive your receipt, we notice frequently it’s not what comes out on the receipt.
Not only is the order information not being communicated, it’s being cashed out with errors almost every time in the Drive-​Thru window. The order you placed at the intercom isn’t the same order you end up paying for. On the bright side, at least they aren’t over-​charging you for the original order and giving you less in the bag.
There have been over 50 occurrences when I’ve asked for 2 identical coffees and 2 identical donuts (for my wife and I), and get 2 coffees and 1 donut at the window. Those are easier to catch without a receipt because my wife is in the car with me to check the bag immediately.
It’s more of a problem when I’m by myself in the car and bringing the order back home and don’t realize an error was made until I’m in the garage at home.
Perhaps information gets lost at the POS entry of the order after the intercom?
Maybe you’ll get all of the donuts you ordered… next time?
Maybe a donut won’t be missing from the bag… next time?
Don’t like cheese on your sandwiches? Too bad, you’ll get cheese this time anyway but maybe… next time they’ll get it right.
If you like roulette, go through the Drive-​Thru, it’s always a surprise.
We have been going through this Tim Horton’s for over 3 years now and it’s very conveniently located to our house, it’s just sad because even when we’re in a hurry and could REALLY use the convenience of their Drive-​Thru, we often just park and walk in because we have a 100% guaranteed rate of satisfaction when we order over the counter.
We still go through the Drive-​Thru for coffee /​cappuccino, but we have taken our business elsewhere for anything beyond coffee.
The only order item that seem to have a 0% error rate is the Coffee.

Not the best but good for coffee latte on a budget. The pastries taste much better than the coffee. Staff were kind and nice.