Review Tim Hortons - Waterloo

I am absolutely appalled by the unprofessionalism of this store manager. The supervisors at this store are wonderful and compassionate people however the manager at this location should not have their position. We had a massive issue with our order which was easily rectified by customer service and door dash however Customer service and door dash were the only ones to act compassionately or professionally in this manner, this manager not only did not apologize for the inconvenience but acted unprofessionally and is a poor example of what Tim Hortons Stands for. This location has lost our business and not because of its employees but it’s manager and we will not be returning. The only thing the manager got right in this instance was referring us to customer service because at least they were understanding, compassionate and apologetic for what has happened. As a manager in the customer service field, every aspect of this interaction is unprofessional and not a quality of management style in the customer service field.

Wish could have given in negative, if that was possible. The staff here keeps on changing, at times they are some nice people but some are extremely rude. It depends on your luck whom do you get. There were two new women working this time I went. Rude to a level where one of the girls actually said me to “Get Lost” and bashed the door behind her. This was because I complained about the coffee, no I am not exaggerating (believe me) she literally said me that they make 100 cups a day and she doesnt know what problem do I have. My coffee was extremely bitter, one can say strong, like it had a burnt taste at the end, it was really bad. She remade the coffee and to her solution the problem was sugar, so she decided to add 8 pumps of liquid sugar now, right infront of me without asking. Now the coffee was like drinking a sugar syrup, I asked for my refund and she got super annoyed. I believe this is how they behave at the end of their shifts, but the “Get lost” in the end was so disrespectful, like how can you say that to your customer. I dont know where to put a complaint but this was heights. Worst place ever!

It's a Tim Hortons This location has a brutal lineup sceme specifically during COVID. The lineup runs right through the seating area. Other than that a fairly good location. Avoid early morning if you're trying to get moving quickly. No drive-thru

I've been frequenting this spot for many years, but today for some odd reason , I felt a lack of service. After waiting , and waiting , and watching 3 people get their orders after I ordered mine , I had to finally speak up and remind the person behind the counter that I had not received the coffee that I paid for. Hence the "2 star" rating! Sorry, but customer service is lacking. You got enough people behind the counter, no excuse for that. Too much emphasis on the drive thru.

Some of the staff are great. But enough are either abrupt/rude or flirtatious and creepy that I recommend staying away. There are a few alternatives to Tim's in this area, try to visit those if you can. Location is strategic, I'll give em that.

Tim's have lately started confusing with all the same looking drinks with such complex names. I think they need to start making something different than just another iced coffee .. also please train the staff to not load iced coffees with 'Ice Cubes' .. it dilutes the taste of the drink that should shine more than the floating cubes of water.

Best bagel, coffee and much you can try Nice customer service 🙂

This is the worst Tim Hortons i’ve ever been they no chicken, not even a rise to make any wrap of course they out of has brown and potatoes wedges