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Business Profile

Coffee Shop

Tim Hortons

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Coffee Shop.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/04/2025

    Type:Billing Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On March 27, 2025, I visited the Tim Hortons location at **** ***** ****** ***** Toronto, and purchased a small coffee, which is listed at $1.59. I paid for this item using my Tim Hortons mobile app and TimCard. However, I was unexpectedly charged $4.19, which is significantly higher than the expected price.

    I immediately contacted Tim Hortons customer service, providing all necessary details, including the purchase amount, date, and the discrepancy between the price I was charged and the actual cost of the product. The customer service representative acknowledged my complaint and stated that the issue would be forwarded to the store management team for investigation. Despite multiple follow-up emails and assurances that the case would be looked into, I have not received any direct contact or resolution from either the store or the head office, and the situation remains unresolved.

    I have been very clear in my communications that I cannot visit the store in person to resolve the issue, and I am requesting a refund for the overcharged amount of $2.60. I have requested that the refund be issued either to my original payment method or in the form of a TimCard (preferably digital, as I do not have the time to visit the store physically).

    To date, I have not received any refund, and I am very disappointed with the lack of response or resolution. * **** **** ***** ** ***** ******* *** ******** *** * ******** ******* **** ***** *** ** ******** ****** ** ********* ********** ** *** ***** ****** ***** **** ** ** ********** ************.

    Resolution Sought:
    I am seeking a refund of $2.60, which is the overcharged amount, either through my original payment method or via a digital TimCard. Additionally, I request that Tim Hortons thoroughly investigate this matter and take appropriate actions to prevent similar incidents in the future. I also request immediate email contact to confirm the resolution of this issue.

    Business Response

    Date: 11/04/2025

    We will refund the guest the disputed amount via mailing a Tim Hortons gift card if we can get the mailing address of the guest.

    Thank you.

    Customer Answer

    Date: 11/04/2025



    Complaint: ********



    I am rejecting this response because:

    Thank you for the update. I appreciate Tim Hortons’ willingness to issue a gift card, but I must respectfully decline this proposed resolution.


    I do not feel comfortable providing my personal mailing address, and I have already informed Tim Hortons that I prefer resolution by refunding the overcharge either back to the original payment method (my Tim Card) or by issuing a digital Tim Card. I have also offered to provide my Tim Card number for this purpose.


    I have been very clear that I did not order the item I was charged for, and the store’s explanation does not align with the facts. Furthermore, the store responded to my ****** **** review by directing me to contact Guest Services, while Guest Services directed me back to the store—this back-and-forth with no accountability is deeply frustrating.


    * **** ******** ** ****** ***** ** *** ******* ***** ******** *** ********* ******** *** *************** ** ***** ************. I remain open to a fair and efficient resolution, and I thank the BBB for facilitating this process.



    Sincerely,



    ******* *****

    Customer Answer

    Date: 17/04/2025

    I am writing to provide an update regarding my complaint (ID: ********). I recently realized that I had not received BBB's earlier notification requesting a rebuttal, so I wanted to make sure the latest developments are properly documented.

    I have now received a Tim Hortons gift card from the business and successfully transferred the $5 balance to my app. This amount is slightly more than the disputed charge.

    ***** * ******* *** ***** ***** **** **** ******* **** ******** *** **** ******* ************************* ***** *** **** ** * ***** *********** *** *** ********* ****** *** *** ********* ******I am satisfied with the compensation and am willing to consider the matter resolved, provided that no further billing discrepancies arise.

    * ********* **** *** ******* **** **** ***** ** ******* ************* ******** *** ***** ******* ************* **** ********** ******** *********

    Please consider this complaint closed on my end.

    Best regards,

    **

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