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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:28/11/2023

    Type:Product 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.
    On Nov 16, 2:07 pm I placed an order online,via the tim hortons website, for 3 dozen donuts to be picked up at **** ***** **** , *********, ON *** ***, Ph:**********.
    Order #****
    However, around Nov 16, 2:45 pm I went to the store and they said they couldnt find the order and hence could not fulfill it. They suggested i ask tim hortons website for a refund (request # ********), which I did. Tim Hortons 'web order support' suggested , to go back to the store and ask for a refund as all stores are owner operated. On Nov 24 around 3pm, I went back to the store. The store manager, ****** remembered me but said she couldn't refund the money as she had no record of the order. For the record, there was another male employee present (***** ** ***** **** ***** ***** ******) whose name started with ******. I have emails, credit card statements to support all I have said above. Thanks for your help.

    Customer Answer

    Date: 30/11/2023

    Tim Hortons have agreed to reimburse me. Previously they were giving me thr run around.  Thanks for helping 

  • Initial Complaint

    Date:12/11/2023

    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 was double billed different amounts at the same merchant less than 2 minutes apart because their system experienced an error.
    After a week of going back and form with Tim Hortons support, and them pulling the transaction history clearly showing incorrect amounts being debited from my card, they still refuse to offer a resolution or a refund.
    At this time it's not even a matter of the amount charged, it's a matter of principle **** * ************* *** ************ ** ********* ** ******* *** ********* **** * ****** ******** *** ** ********* ******* ** ***** **** **** ********** They need to be held accountable for this.

  • Initial Complaint

    Date:27/10/2023

    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.
    Prob is I tried calling them they give me the run around call the gift card Tim hortons then they Forrest me to customer service and can’t relive the issue the issue is I put a total 65$ on my Tim’s card have bank statements showing thos and only 40$ of it went on my Tim’s card I emailed them pics and they haven’t replied and when I called got a run around and not resolved at all

  • Initial Complaint

    Date:26/09/2023

    Type:Customer Service 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.
    August 1st when in the drive thru while being passed my drink an oreo ice cappuccino it was dropped onto my lap in my car spilling everywhere all over my clothes and interior of the car. The girl apologized a bunch but never offered to make me a new drink or any towel to clean the mess and cars behind were getting impatient. I reached out and spoke with Tim Hortons numerous times and they said that it had been escalated and awaiting a response from the store location. Now almost 2 months later with multiple attempts to contact and resolve the issue my family has been ignored. It kept getting escalated when brought to Tim Hortons attention via online chat. I have copies of the conversation and I have a pic saved somewhere of the mess. I would like reimbursement for the cleaning of my car which had sticky mess everywhere and need a professional cleaning as well as my clothing. Nonetheless a reimbursement of the drink would be nice to. This could of been easily resolved sooner but after being ignored for 2 months we are upset and frustrated. We spend and have spent alottt of money at that business daily for many years and would like to return there. Until something is done to resolve this we will not be back.

  • Initial Complaint

    Date:08/09/2023

    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.
    Order 9484 , Tuesday, September 5th, 2023 at 09:06.
    Value: $7.49

    The order was made by mistake trough the app in a restaurant more than 40Km from me.

    I need the order canceled and refunded.

  • Initial Complaint

    Date:28/06/2023

    Type:Customer Service 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.
    Tim Hortons was offering 180 points for nine visits and I did the visits and all the points was not accounted for with error by Tim Hortons app. I was told that they refuse to add the points back onto my account and also one of the representative was very nasty and talk turn off my points 10 my points, then proceeded, and hung up on me.

  • Initial Complaint

    Date:20/06/2023

    Type:Customer Service 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 have a Tim Hortons reward card. Card # **************. My reward level is drinks and baked goods. I have earned rewards and used them on cafe visits for several yrs. I receive email offers for discounts on products which I can activate to my card to redeem. On 6/7/23 I sent email to customer service advising them of new email address and the email at *****@*****.com non-functional. I received a reply from ******* saying new email received and I would be awarded an additional 70 points added to my current total of 328points. Received case # *******. Since then I sent MULTIPLE emails saying all of my points disappeared. At one point she said to create a new account. I tried but I kept getting a message that account already exists. Again I was told to create new account with different number than on my rewards card. NO LUCK. She said someone from technical support would contact me. NEVER HAPPENED. Sent her another email and she was going to "elevate" problem. This has been going on since 6/7. I still have 0 points and my rewards is not earning anything. ******* no longer responding.

    Customer Answer

    Date: 20/06/2023

    Yes, app issue.

  • Initial Complaint

    Date:15/06/2023

    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 June 12, 2023, I placed an order on their "online" website. When I went to check out, they wouldn't place my order unless I loaded more money onto my Tim's Card. I had plenty enough money on my card but I loaded the $15.00 regardless and placed my order. I then noticed that there were 2 identical orders placed. One order was delivered but the other one was not. I was still charged for the order I did not receive. I have tried to contact the company but all I receive is a blanket email but no replies and no resolution to the problem.

  • Initial Complaint

    Date:13/06/2023

    Type:Customer Service 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.
    Several times I had issues with the experience either in store or through their app. This particular incident however is the last straw, I ordered two medium ice coffees and two turkey melt sandwiches for delivery to my apartment thru their app for $25.96. I was not however contacted by the restaurant to be informed that my sandwiches were not available. Then upon arrival at my door, one of my drinks was spilled and i had a receipt for a full charge still. I have submitted two (2) tickets and no desired outcome has been reached

  • Initial Complaint

    Date:31/05/2023

    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.
    I went to Tim Hortons on April 7, 2023 at **** ******* ***., ********, ON, ordered at the counter, and paid using the tap app on my phone for the first time. The amount of $16.47 was deducted from my account but the clerk said that payment didn't go through at her end, and that it happens often to other people too. I paid again, in cash. The clerk and the manager were both aware this happened and did nothing to reimburse me. I've been communicating with Tim Hortons customer service since then via email. They refuse to accept accountability and will not reimburse me. Now they want to start all over and are asking for documentation and information which they already have, now asking for bank statement showing payment. They know I paid cash so I do not have one. They are simply giving me the runaround wasting everyone's time.

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

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