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Business Profile

Restaurants

Tim Hortons - Head Office

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

Customer Complaints Summary

  • 140 total complaints in the last 3 years.
  • 31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:28/03/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    I purchase 2 gift cards from Tim Hortons on February 27th, both gifts cards had no funds credited to the cards.
    I contacted Tim Horton request # ******* with no resolution. They're asking for the top portion of the cards which we don't have.

    We're asking for a refunds, *** ** ***** *********** ** *** *** ****** *** *** ************ ********** * *** ** ***** ** *** *** **** ***** *** ******

  • Initial Complaint

    Date:22/04/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 Or About April 15 2024 I placed a mobile order via the Tims App. I proceeded to checkout and chose my method of payment (credit card saved in my tims account) Popup claimed payment information was wrong which I knew 100% it was not incorrect. My husband tried with his card for me which yielded the same response.

    No food items were recieved.
    I reached out to Tim Hortons (again via the app) They Claimed It Didnt Go Through And Thats Why No Food Recieved.

    ******** ** ***** Tims Took The Money From Both Myself And My Husband which the bank had processed

    They Took $17.69 From Myself And 53.07 From My Husband. I Just Want Our Money Refunded Back.

  • Initial Complaint

    Date:27/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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 January 26th, I visited Tim's while traveling. I was parked for the latte because the workers said they were cleaning the machine. I waited outside over 15 minutes and no one ever came out. I had to leave, I called them and told the to refund it. They said I had to come back to get a refund, I explained I don't live in the area and can't turn around. I was told to contact corporate. Corporate told me that the store manager had to do it. I contacted the store again and I was told to contact corporate. I have spoken to numerous representatives who claimed that the district manager would reach out to solve the situation. It has been a month and I have been going back and forth with corporate over a $5 refund. * ***** ********** ***** ******* *** **** * ***** ***** ***** I want my refund or credit for another latte.

  • Initial Complaint

    Date:21/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    I received a Tim Hortons gift card from my daughter on my birthday.... December 15th 2023 and when I went to use it the women at the drive through said there was no funds on the card. I then noticed a section on the bottom of the card that required me to scratch off which would allow me to add the gift card to my regular Tim Hortons a card at which time it would not allow me too and gave me the option to contact support which I have on at least 3 separate occasions.
    Each time It gets pushed on to someone else who passes it on to someone else and no one replies back. The very last time I spoke with their support I was told the card had not been activated and was told to go back to where it was purchased which was **** * ** and they validated that it was purchased through them however stated they don't know what Tim Hortons is referring to and that the cards are typically activated 24 hours after purchased and advised me to contact them...now I am back to being sent in circles....its 62 days now and still not resolved.

  • Initial Complaint

    Date:14/02/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    I placed an online pick-up order at 3:14 pm on Feb.8, 2024, at Tim Hortons store 487 Interurban Way, Vancouver, British Columbia, V5X 0C5. My order# is #**** I arrived at the store at about 3:38 pm. * ************ staff said she did not have my order, and then just let me stand there, ignoring me.
    I want my money back and to cancel my order, but she said they can't do that and asked me to call customer service. I just said I needed to cancel my order, but during this time, she ******* ** ** *** ignored me again.
    I tried to find customer service on website (as the ************ lady and other ************ stuffs said) but no phone number was available, the only way I could do was send an email and wait for help.
    The email lady told me the she could not do the refund, only the store could refund me directly but the store lady said no again.
    I do not know *** *** ******* ******* ***** ***** ***** ** **** ********* ******** ** why they tell me different ways to solve this issue, and neither works. Everyone says different words, and no solution provided. They charged me money but not give me my order, * **** **** ** ** ****** ***** * *** ** ****** ***** *** ***** ****** ********* *** * **** ********** ******* ** *** ****** ********* *** **** ** ********* ***** ****** * *** ** ** *******

  • Initial Complaint

    Date:05/02/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 Jan 17th 2024, Jan 24th 2024 and Jan 29th 2024, I shopped at Tim Hortons (Restaurant # ****), the cashiers told me that the scan system was not working, I can not use my activated the offers, I had to pay full prices for the Coffee and Cookie, should be $3.00 plus taxes with coupon. I did not receive the reward points either.

    The cashiers in this location seems like not care about customers at all, simply says " not working".
    For the continuous 3 incidents for my purchases, I can not believe that. Actually, similar incidents have happened to me quite often last year (2023) in this location. I filled the contact form on:
    **************** and filed a complaint 2 weeks ago and phoned ###-###-#### and spoken to an agent on Monday Jan 29th 2024, I have not received any response. It appears that Tim Hortons just ignore my complaints

  • Initial Complaint

    Date:05/02/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 January 29th I held an event at work. I purchased donuts and coffee online at Tim Horton's South Hewitt Road Ypsilanti MI location. The company charged me online. When I went to pick up the food, the store was closed. The lights were out and no one was in there. When I called and returned later there was no one there. This cost me $78.71 **** *** ****** ** ******** **** ** *** ** ******** *** ******* *** ****** I emailed the address that Tim Horton's provides for complaints as they do not accept telephone complaints for online concerns. I have not received a response other than an auto-generated email. A week is more than enough time to refund my purchase.

  • Initial Complaint

    Date:04/01/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    I purchased Dec 27 4 cans of Tim Hortons coffee from ******* to participate their Tims at home promotion which will award $15 Tim gift card for over $40 purchase of their at home products. ******* does not provide any PDF for the order, only sent email when order confirmed, shipped and invoice provided(in email form). ******* also does not provide packing slip or anything inside the box. Tim at home set a limitation for the proof upload has to be in PDF. As a customer, I have bought their product, met the $40 requirement and due to the retailer not offering PDF, I even included actual photo of the product along the shipping and invoice email after it was delivered today. Tim at home still rejected my claim! **** ** **** ************** *** ******** **** ****** **** ******* *** *** ***** ********* ** **** ************* *** **********

    I would like to have the $15 gift card back as I have met all the requirements. It is unethical for you guys to ask customer for something retailers don't even provide and very discriminatory. I believe this doesn't fit in Tim's value as a company

    Tims at home submission : ******* email: l***********************.ca

    Customer Answer

    Date: 08/01/2024

    Please close this complaint as I have received resolution from the company. Thanks

  • Initial Complaint

    Date:04/01/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    This happened at pearson airport t1 tim horton. I followed their combo menu to order 2 meals, but they charged me not from the combo price. After I paid it, I found the issue. I told them it should be 2 combo price, but they said in their system, the bottle water will be charged separately (but the menu shows combo includes the bottle water).
    I asked them to refund me the extra charge, but they denied. It really seems like phishing sale which using flyer to cheat client to do the shopping.

    After I came back at 12/21/2023 from my vacation, I sent the complaint form to Tim Horton issue support team, but until now I didn't get any feedback.

    That's why I file this complaint to look for your help.

  • Initial Complaint

    Date:28/11/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Mobile app orders do not get refunded. Today I’m out $6 because the app sent it to the wrong store and they don’t refund mobile orders.another time the power went out and they couldn’t fulfil the order, also denied a refund. Other times they run out of product and deny refunds.

Tim Hortons - Head Office is NOT a BBB Accredited Business.

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